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Complaints procedure

Contradiction of the purchase contract

In the event that the item upon acceptance by the buyer is not in accordance with the purchase contract (hereinafter referred to as "contradiction with the purchase contract"), the buyer-consumer has the right to have the seller restore the item to a condition corresponding to the purchase contract, free of charge and without undue delay, according to the request of the buyer-consumer either by replacing the item or by repairing it; if such a procedure is not possible, the consumer buyer can demand a reasonable discount on the price of the item or withdraw from the contract.

This does not apply if the consumer buyer knew about the violation of the purchase contract before taking over the item or caused the violation of the purchase contract himself. A contradiction with the purchase contract that manifests itself within six months from the day of taking over the thing is considered a contradiction already existing when it was taken over, unless this contradicts the nature of the thing or unless the contrary is proven.

Contradiction with the purchase contract means in particular that the thing being sold does not have the quality and useful properties required by the contract, described by the seller, the manufacturer or his representative, or expected on the basis of their advertising, or the quality and useful properties usual for a thing of this kind, that does not correspond to the requirements of legal regulations, does not correspond to the corresponding amount, measure or weight and does not correspond to the purpose that the seller states for the use of the item or for which the item is usually used.

Warranty period

A warranty period of 24 months is provided for all goods. The warranty does not cover the following cases:

  • the goods were damaged by inappropriate or unprofessional handling,
  • the goods were damaged by natural elements,
  • the goods were damaged by normal wear and tear

The warranty period starts when the customer takes over the goods, and this is possibly further extended by the time during which the goods were under warranty repair. If goods are exchanged, a new 24-month warranty begins.

Complaint and its application

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

  • if it is a defect that can be removed, the right to free, proper and timely removal of the defect, the right to exchange defective goods, if this is not disproportionate due to the nature of the defect, and if such a procedure is not possible, the right to a reasonable discount on the purchase price prices or the right to withdraw from the purchase contract,
  • if it is an irreparable defect preventing the proper use of the goods, the right to exchange defective goods or the right to withdraw from the purchase contract,
  • if it concerns removable defects occurring in large numbers or repeatedly and preventing the proper use of the goods, the right to exchange defective goods or withdraw from the purchase contract,
  • if there are irreparable defects that do not prevent the proper use of the item and if the item does not require replacement, the right to a reasonable discount from the purchase price or withdrawal from the purchase contract.

The buyer is obliged to inspect the delivered goods and without undue delay to inform the seller of any detected defects. The buyer can report a valid claim using one of the following options:

  • to the e-mail address of the operator [email protected],
  • by mail to the address of the operator's premises: Novoteron s.r.o., Vaclavska 221/9, 602 00 Brno, Czech Republic
  • by phone on phone number: +420 607 041 414
  • by personal delivery to the address of the operator's premises: Novoteron s.r.o., Vaclavska 221/9, 602 00 Brno, Czech Republic

and subsequently send (without cash on delivery) or deliver the claimed goods, if possible, in the original packaging or suitable transport packaging, with a description of the defect, to the address of the operator's premises:

Novoteron s.r.o.
Vaclavska 221/9
602 00 Brno
Czech Republic

Complaints including defects will be dealt with without undue delay, no later than 30 days from the day the complaint is made, unless the seller and the buyer agree otherwise. In the event of non-compliance with the deadline for processing the complaint, the consumer has the same rights as if it were an irreparable defect.

The seller will inform the buyer about the processing of the complaint via email notification - until then, it is considered that the complaint has not been processed. The customer can inquire about the progress of the complaint by calling +420 607 041 414.

In the case of a justified complaint, the seller pays the minimum costs associated with sending the goods back. If the buyer chooses, for example, a more expensive courier service compared to regular mail or another cheapest option, the seller will only refund the amount corresponding to the price of the cheapest transport that the buyer had to choose from across all transport companies at the time of dispatch.

In the event of an unauthorized complaint, the seller is obliged to issue a written justification for this rejection, and at the same time the consumer is not entitled to reimbursement of his costs associated with handling the complaint, and at the same time, the seller is also not entitled to reimbursement of costs incurred on his part .