Complaints policy

The complaints policy of the acrasport.cz online store reflects the legal regulations of the Czech Republic, in particular Act No. 82/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on consumer protection. Complaints can only be made if the goods are still under warranty. The statutory warranty period for all consumer goods is 24 months. The warranty period is extended by the time during which the goods were under warranty repair. In the event of replacement of goods, or if a component of the product has been replaced, a new warranty period for the product or its new part shall commence again from the date of receipt of the new item or item with the new component.

• the goods were claimed after the warranty period
• the goods were improperly installed, modified, or repaired
• the goods were used contrary to the enclosed operating instructions
• the goods were damaged by natural forces – water, lightning, fire, or electrical discharge
• there was an unauthorized change to the information in the warranty certificate

Non-compliance with the purchase agreement
If the item does not comply with the purchase agreement upon receipt by the buyer (hereinafter referred to as “discrepancy with the purchase agreement”), the buyer has the right to have the seller bring the item into compliance with the purchase agreement free of charge and without undue delay, either by replacing the item or repairing it, according to the buyer’s request. if this is not possible, the buyer may request a reasonable discount on the price of the item or withdraw from the contract. This does not apply if the buyer was aware of the non-compliance with the purchase contract before taking delivery of the item or caused the non-compliance with the purchase contract themselves. A non-conformity with the purchase contract that becomes apparent within six months of the date of acceptance of the item shall be deemed to have existed at the time of acceptance, unless this is contrary to the nature of the item or unless proven otherwise.

Conformity with the purchase contract means, in particular, that the item sold has the quality and utility properties required by the contract, described by the seller, manufacturer, or their representative, or expected on the basis of their advertising, or the quality and useful properties customary for goods of this type, that it complies with the requirements of legal regulations, is in the appropriate quantity, measure, or weight, and is fit for the purpose stated by the seller for the use of the goods or for which the goods are normally used.

Buyer’s rights in the event of a defect during the warranty period:
If a defect occurs during the warranty period, the buyer has the following rights when claiming the warranty, depending on the nature of the defect:

• in the case of a removable defect, the right to free, proper, and timely removal of the defect, the right to exchange the defective goods or defective parts, unless this is disproportionate due to the nature of the defect. If this is not possible, the buyer has the right to a reasonable discount on the purchase price or to withdraw from the purchase contract,
• if the defect is irreparable and prevents the proper use of the goods, the right to exchange the defective goods or withdraw from the purchase contract; the consumer has the same rights in the case of repairable defects if the buyer cannot properly use the goods due to the recurrence of the defect after repair or due to a larger number of defects. A defect is considered to recur if the same defect preventing proper use, which has already been repaired at least twice during the warranty period, occurs again. A larger number of defects means that the item has at least three defects at the same time preventing its proper use.
• in the case of other defects that cannot be removed and if the consumer does not request replacement of the item, they are entitled to a reasonable discount on the purchase price or withdrawal from the purchase contract.

How to make a complaint
Complaints must be made to the seller. It is advisable to attach a legible original or copy of the proof of purchase – invoice or other proof of purchase – to the goods being complained about, and to describe the defect. The seller shall issue the buyer with written confirmation of when the complaint was made, its content, and the required method of handling the complaint; furthermore, confirmation of the date and method of handling the complaint, including confirmation of the repair and its duration, or a written justification for rejecting the complaint.

Deadlines for handling complaints
Complaints shall be handled without undue delay, but no later than 30 days from the date of their filing, unless the seller and the buyer agree on a longer period. After this period, the consumer has the same rights as if the defect could not be removed.