Complaints procedure

These Complaints Rules govern the method and conditions for claiming defects in goods purchased through the VUCH online shop from our company:

Vuch s.r.o., with its registered office at Lukavička 26, 538 21 Lukavice

Company ID (IČ): 04522150

Tax ID (DIČ): CZ04522150

registered in the Commercial Register maintained by the Regional Court in Hradec Králové, Section C, File 36028

Delivery address: Vuch s.r.o., Nádražní 221, 53862 Hrochův Týnec

Address for sending complaints: Vuch s.r.o., Nádražní 221, 53862 Hrochův Týnec

Contact e-mail: info@vuch.com

1. WHAT DEFECTS OF GOODS ARE WE LIABLE FOR?

• 1.1 LIABILITY FOR DELIVERED GOODS

  As the seller, we are liable for ensuring that the goods delivered to you are the ones you ordered and that the goods are free from defects upon receipt. This means that upon receipt, the goods in particular:

  • correspond to the agreed description, type, quantity, quality, functionality, compatibility, interoperability, and other agreed characteristics;
  • are fit for the purpose for which you require them and to which we have agreed;
  • are delivered with the agreed accessories and instructions for use, including assembly or installation instructions.

  We are not liable for defects that occur on the goods only after you have received them.

  If a defect manifests itself within one year of receipt, the goods shall be deemed to have been defective upon receipt, unless the nature of the goods or the defect precludes this.

• 1.2 LIABILITY FOR GOODS IN ADDITION TO AGREED CHARACTERISTICS

  Furthermore, we are liable for ensuring that, in addition to the agreed characteristics, the goods:

  • are fit for the purpose for which goods of this type are normally used, also with regard to third-party rights, legislation, technical standards, or industry codes of conduct if there are no technical standards;
  • correspond in quantity, quality, and other characteristics, including durability, functionality, compatibility, and safety, to the normal characteristics of goods of the same type that you can reasonably expect, also taking into account our public statements, in particular through advertising or labelling;
  • are delivered with accessories, including packaging, assembly instructions, and other instructions for use that you can reasonably expect;
  • correspond in quality or design to the sample or model we provided to you before the conclusion of the contract.

  Beyond the statutory period for consumers to claim a defect, we do not provide any quality guarantee.

• 1.3 IF YOU ARE AN ENTREPRENEUR

  If you are an entrepreneur, rights arising from defective performance are established only by a defect that the goods had when the risk of damage to the goods passed to you, even if it manifests itself only later. In the event that a defect occurs as a result of a breach of any of our obligations, you are entitled to rights from defective performance in such a case as well.

• 1.4 WHAT CANNOT BE CONSIDERED A DEFECT OF THE GOODS

  A difference in color shades in reality and on electronic display devices cannot be considered a defect of the goods. If the goods do not meet your expectations, you have the right to withdraw from the contract within 14 days of receiving the goods in accordance with Article 6 of the General Terms and Conditions.

2. WITHIN WHAT PERIOD CAN YOU CLAIM A DEFECT?

• 2.1 WHAT DEFECT CAN BE CLAIMED FOR USED AND UNUSED GOODS

  In the case of unused consumer goods, the buyer may claim a defect that manifests itself on the item within two years of receiving the goods, unless a longer period is specified on the web interface, in documents attached to the goods, or in advertising.

• 2.2 DEFECT IN GOODS WITH A LIMITED EXPIRY DATE

  If the goods indicate a minimum durability date, or if a period during which the item can be used is indicated for perishable items, the warranty period lasts until such date.

• 2.3 PERIOD FOR CLAIMING A DEFECT FOR REPAIRED OR REPLACED GOODS

  In the event that the goods are replaced or repaired for you, a new period does not run for the new goods, or replaced components and spare parts. However, in such a case, the period for claiming a defect is extended by the time during which you could not use the goods due to the defect, i.e., in particular, the time during which the goods are being repaired.

• 2.4 PERIOD FOR CLAIMING AN INCOMPLETE SHIPMENT

  If it happens that you receive a package with an incomplete order, you have the right to claim this defect to us within 24 hours of delivery. After this period, the situation can no longer be resolved.

3. WHAT RIGHTS FROM DEFECTIVE PERFORMANCE DO YOU HAVE?

• 3.1 WHAT GOVERNS YOUR RIGHTS FROM DEFECTIVE PERFORMANCE

  Your rights from defective performance are governed by the Civil Code, in particular Sections 2099 to 2117, and if you are a consumer, also Sections 2165 to 2174b. The provisions of Sections 2106 and 2107 on rights from defective performance shall not apply.

• 3.2 IF YOU ARE AN ENTREPRENEUR

  In the event that a defect in the goods existed or is deemed to have existed already upon receipt of the goods, you are entitled to the rights from defective performance listed below.

  If the defect in the goods constitutes a material breach of contract, you are entitled to the following rights from defective performance:

  • removal of the defect by delivering a new item;
  • removal of the defect by repairing the item;
  • a reasonable discount on the purchase price; or
  • withdrawal from the contract.

  In the event of a material breach of contract, please inform us of the right from defective performance you have chosen when notifying us of the defect or without undue delay after notifying us of the defect. Please note that if you fail to do so, you will only be entitled to those rights that would belong to you in the event of a non-material breach of contract. The choice made can only be changed by agreement with us.

  If we do not remove the defect in the goods within a reasonable period, you may demand a reasonable discount on the purchase price instead of the removal of the defect, or you may withdraw from the contract.

  If the defect in the goods constitutes a non-material breach of contract, you may demand:

  • removal of the defect; or
  • a reasonable discount on the purchase price.

  In the event that we do not remove the defect in the goods in time or refuse to remove the defect, you may demand a discount on the purchase price, or you may withdraw from the contract. The choice made can only be changed by agreement with us.

  You acknowledge that until you exercise your right to a discount on the purchase price or withdraw from the contract, we are entitled to deliver the missing goods to you or remove the legal defect (in particular, deliver missing documents).

  Replacement of goods or withdrawal from the contract cannot be demanded if you cannot return the item in the condition in which you received it. This does not apply if:

  • there has been a change in the condition as a result of an inspection to detect a defect in the item;
  • you used the item before the defect was discovered;
  • you did not cause the impossibility of returning the item in an unaltered state by an action or omission; or
  • you sold the item before the defect was discovered, consumed it, or altered the item during normal use; if this happened only in part, you shall return to us what you can still return and give us compensation up to the amount in which you benefited from the use of the item.

• 3.3 IF YOU ARE ONLY A CONSUMER

  If a defect in consumer goods occurs within the warranty period of two years from receipt of the goods (one year from receipt of the goods for used goods), you are entitled to the following rights from defective performance:

  a) Replacement of goods

  You can always request the replacement of goods due to the existence of a defect upon receipt, unless the chosen method of removing the defect is impossible or disproportionately expensive compared to repairing the item; this will be assessed in particular with regard to the significance of the defect, the value that the item would have without the defect, and whether the defect can be removed by repair without significant difficulties for the buyer.

  b) Repair of the item

  If it is possible to repair the goods, you have the right to free removal of the defect. If during the complaint procedure it turns out that we are unable to repair the goods, or that the repair is disproportionately expensive, in particular with regard to the significance of the defect and the value that the item would have without the defect, we are entitled to inform you of the refusal of the repair. In such a case, we will inform you immediately and you may choose another method of settling the complaint listed here.

  c) Discount on the purchase price

  If a defect existed on the goods upon receipt, you may request a reasonable discount on the purchase price if:

  • we refused to remove the defects or did not remove them within a reasonable time or without significant difficulties for the buyer;
  • we are unable to remove the defect due to which you cannot use the goods properly, or we are unable to replace the goods with this defect (e.g., the goods are no longer manufactured); or
  • you cannot use the goods properly due to the recurring occurrence of the defect after repair (occurrence of the same defect after at least two previous repairs);
  • the defect is a material breach of contract;
  • a larger number of defects occur on the goods (simultaneous occurrence of at least three removable defects, each of which prevents the proper use of the goods); or
  • it is obvious from our statement or from the circumstances that the defect will not be removed within a reasonable time (at most within 30 days from making the complaint) or without significant difficulties for the buyer.

  The reasonable discount is determined as the difference between the value of the item without the defect and the defective item received by the buyer.

  d) Refund (withdrawal from the contract)

  You may request a refund only provided that:

  • we refused to remove the defect or did not remove it within a reasonable time or without significant difficulties for the buyer;
  • we are unable to remove the defect due to which you cannot use the goods properly, or we are unable to replace the goods with this defect (e.g., the goods are no longer manufactured); or
  • you cannot use the goods properly due to the recurring occurrence of the defect after repair (occurrence of the same defect after at least two previous repairs); or
  • the defect is a material breach of contract;
  • a larger number of defects occur on the goods (simultaneous occurrence of at least three removable defects, each of which prevents the proper use of the goods);
  • it is obvious from our statement or from the circumstances that the defect will not be removed within a reasonable time (at most within 30 days from making the complaint) or without significant difficulties for the buyer; or
  • the defect was caused by incorrect assembly or installation, which was performed by us or under our responsibility according to the contract; or if the defect was caused as a result of a deficiency in the instructions provided to you along with the goods.

  You do not have the right to withdraw from the contract if the defect in the goods is insignificant.

• 3.4 CONDITIONS FOR A REFUND (WITHDRAWAL FROM THE CONTRACT)

  A condition for a refund (withdrawal from the contract) is that you return the item in the condition in which you received it. Exceptions are cases where:

  a) there has been a change in the condition as a result of an inspection to detect a defect in the item;

  b) you used the item before the defect was discovered;

  c) you did not cause the impossibility of returning the item in an unaltered state by your action or omission; or

  d) you sold the item before the defect was discovered, consumed it, or altered the item during normal use; if this happened only in part, you shall return to us what you can still return and give us compensation up to the amount in which you benefited from the use of the item.

• 3.5 CONDITIONS FOR A REFUND (WITHDRAWAL FROM THE CONTRACT) FOR GOODS PURCHASED WITHIN PROMOTIONS

  The conditions for a refund (withdrawal from the contract) for goods purchased within promotions are governed by these rules.

4. WHEN CAN THE RIGHTS FROM DEFECTIVE PERFORMANCE NOT BE EXERCISED? 

• 4.1 YOU ARE NOT ENTITLED TO RIGHTS FROM DEFECTIVE PERFORMANCE IF:

  • you caused the defect yourself; or
  • the defect occurred on the item only after you received it;
  • the warranty period has expired.

• 4.2 THE WARRANTY AND LIABILITY CLAIMS FOR DEFECTS FURTHER DO NOT APPLY TO:

  • wear and tear of the goods caused by their normal use (a reduction in the capacity of batteries and accumulators is also considered wear and tear caused by use);
  • defects of a used item corresponding to the level of use or wear and tear that the goods had at the time you received them; or
  • items if it follows from their nature (in particular, goods which by their nature cannot last for the entire duration of the warranty period).

5. HOW TO PROCEED WITH A COMPLAINT? 

• 5.1 WHERE TO CLAIM A COMPLAINT FOR PURCHASED GOODS

  File a complaint with our company (or the person listed as the person designated for repair in the confirmation of the duration of rights from defective performance – the warranty card) without undue delay after discovering the defect. In accordance with the Consumer Protection Act, we accept complaints from consumers:

  • at any of our premises where the receipt of a complaint is possible with regard to the range of goods sold;
  • at the place of business at the address: Vuch s.r.o., Nádražní 221, 53862, Hrochův Týnec;
  • with the person listed as the person designated for repair in the confirmation of the duration of rights from defective performance – the warranty card.

  For the fastest processing of the complaint, we recommend using our premises / the person designated for repair.

  For entrepreneurs and for the fastest processing of the complaint, we recommend using our premises at the address: Vuch s.r.o., Nádražní 221, 53862, Hrochův Týnec.

• 5.2 RECOMMENDED COMPLAINT PROCEDURE

  • To process a complaint, please use the Returns and Complaints form via the Retino service, which will guide you through the entire process.
  • In case of questions and uncertainties regarding the application and conditions of a complaint, you can contact our support via e-mail: reklamace@vuch.cz;
  • At the same time, it is advisable to inform us of the right from defective performance you have chosen, i.e., whether you are interested in a discount on the purchase price, replacement of goods, repair of the item, refund, or other rights in accordance with these Complaints Rules and the Civil Code;
  • Deliver the claimed goods to us together with the application of the complaint or subsequently (other than by cash on delivery, which we do not accept) to the address of our premises: Vuch s.r.o., Nádražní 221, 53862, Hrochův Týnec (or to the address of the person designated for repair); when sending, we recommend packing the goods in a suitable packaging so that they are not damaged or destroyed;
  • To facilitate the procedure, it is advisable to attach a proof of purchase of the goods or a tax document - an invoice, if issued, or another document proving the purchase of the goods, along with a description of the defect and a proposal for a method of resolving the complaint.

  Failure to complete any of the steps above or failure to present any of the documents above does not prevent the positive settlement of the complaint according to statutory conditions.

• 5.3 MOMENT OF MAKING A COMPLAINT

  The moment of making a complaint is the moment when the occurrence of the defect was notified to us.

• 5.4 WRITTEN CONFIRMATION OF MAKING A COMPLAINT

  When making a complaint, we will issue a written confirmation containing the date of the complaint, the content of the complaint, the method of settling the complaint you require, and also your contact details for the purpose of providing information about the settlement of the complaint.

• 5.5 TIME LIMITS FOR PROCESSING A COMPLAINT

  We process complaints, including the removal of defects, at the latest within 30 days from the date the complaint was made, unless a longer period is agreed upon with you in a specific case. We will inform you about the settlement of the complaint, including its method, within this period.

• 5.6 CHOICE OF RIGHT REGARDING THE METHOD OF COMPLAINT SETTLEMENT

  If you choose a right that cannot be granted to you for objective reasons (in particular in the case of unremovable defects or in the case of a replacement of goods that is not possible), we will contact you immediately. In such a case, you may choose another right in accordance with these Complaints Rules.

• 5.7 CONFIRMATION OF THE DATE AND METHOD OF COMPLAINT SETTLEMENT

  After the complaint is settled, we will issue a confirmation of the date and method of settling the complaint, including a confirmation of the repair carried out and its duration, or a written justification for the rejection of the complaint.

• 5.8 REIMBURSEMENT OF SHIPPING COSTS WHEN MAKING A COMPLAINT FOR GOODS

  In the event that the complaint is accepted, you are entitled to reimbursement of reasonably incurred costs associated with making the complaint.

  For the most convenient processing, we offer you the option of sending the complaint via free shipping provided by us. If you decide not to use this option and choose your own method of shipping, we reserve the right not to reimburse the costs of this shipping.

• 5.9 EXERCISE OF RIGHTS FROM DEFECTIVE PERFORMANCE FOR GOODS PURCHASED WITHIN PROMOTIONS

  The exercise of rights from defective performance for goods purchased within promotions is governed by these rules.

These Complaints Rules are valid and effective as of April 15, 2026.