Complaints and returns

Complaints procedure

1. General information

This complaints procedure sets out how and where complaints are made, how they are handled and how warranty repairs are carried out. It applies to goods and services sold by the seller to the customer. Complaints are handled in accordance with this procedure and in compliance with the Commercial Code and the Civil Code.

2. Where to make a complaint

Complaints are handled during opening hours at the premises where the service was provided or the goods were purchased:

Jan Šulc - Bohemia Air Soft

Ratajská 504

190 16 Praha 9 - Újezd nad Lesy, Czech Republic

+420 774 774 378

3. Conditions for complaints

Every complaint must be accompanied by proof of purchase of the goods or service (invoice, receipt).

a) Warranty complaints

The seller provides a warranty on the product within the meaning of the Commercial Code.

The warranty period starts on the day the customer takes delivery of the product.

A warranty complaint must be made no later than the last day of the warranty period.

Where possible, a justified warranty complaint is resolved immediately by exchanging the goods for faultless ones or by providing a faultless replacement service.

If an exchange is not possible, the seller will arrange a warranty repair within 30 days or, if that is not possible, take the faulty product back and refund the purchase price.

A warranty complaint cannot be made if the defect was caused by improper handling or by using the goods for a purpose other than intended.

If a complaint is found to be unjustified, the seller is entitled to charge a diagnostic fee.

b) Complaints about errors

For complaints about errors in quantity, type, quality, price and the like, the person handling the complaint will immediately check whether it is justified and correct the error.

4. Warranty period

The warranty period is 24 months and starts when the buyer takes delivery of the goods in person and the warranty certificate is confirmed, or when the goods are handed over to the first carrier. The warranty covers the product for the period stated on the warranty certificate issued with the goods and applies to functional faults caused by a manufacturing defect.

5. Loss of warranty

The warranty is void if the product is used improperly or otherwise contrary to the manual supplied with the product.

6. Complaint documentation

A complaint form is drawn up in duplicate for every complaint; the customer receives one copy and the original is filed. Complaint forms are numbered sequentially and every complaint is recorded in the complaints register.

7. Resolution deadline

If a complaint is not resolved immediately, the seller will notify the customer in writing of how it has been resolved no later than 30 days after the complaint was made.