Warranties and complaints

Rights and obligations from defective performance - warranty

Complaints Procedure

The buyer is obliged to file a claim with the seller or the person designated for repair without undue delay after discovering the deficiency. If he does so in writing or electronically, he should state his contact details, a description of the defect, possibly indicating the location of the defect and a request for the method of handling the complaint. A sample form for making a complaint is available HERE. The buyer will send (not cash on delivery) the claimed goods together with the completed form to the seller's address: Sun Sport, s.r.o., Kšírova 32, 619 00 Brno. In the attached letter with the goods, the customer states how he wishes to remove the defect. The customer attaches a copy of the purchase document or the number of this document to the goods. The deadline for processing the complaint starts from the handover / delivery of the goods to the seller. The goods should be packed in suitable packaging during transport to avoid damage, they should be clean and complete. The seller is obliged to make a decision on the complaint or on the fact that a professional assessment is required for the decision within three working days at the latest. Information about the need for a professional assessment will be communicated to the buyer within this period. The seller will handle the complaint, including the removal of the defect, without undue delay, no later than 30 days after its application, unless the buyer and the buyer agree on a longer period in writing. The quality guarantee is extended by the period from the application of the complaint until its settlement or until the time when the buyer was obliged to pick up the item. If the goods or part thereof are exchanged, the seller's responsibility shall apply as if it were a purchase of new goods or part thereof. The seller undertakes to inform the buyer about the settlement of the complaint electronically or by telephone according to his request.

Out-of-court settlement of a consumer dispute

Dear consumer, if you believe that we have harmed you or failed to live up to our obligations, write to our email address eshop (at) sunsport.cz

If we fail to resolve the dispute directly, based on Act No. 378/2015 amending Act No. 634/1992 Coll., on consumer protection, you also have the right to an out-of-court settlement of a consumer dispute.

The subject (ADR) of out-of-court resolution of consumer disputes between a trader and a consumer is the Czech Trade Inspection or another entity authorized by the Ministry of Industry and Trade, see http://www.mpo.cz/dokument169867.html.

With the Czech Trade Inspection, the consumer has the option to submit a proposal via an online form, available on the website of the Czech Trade Inspection: https://adr.coi.cz/cs.

The consumer can submit a proposal to the Czech Trade Inspection or an authorized entity no later than 1 year from the day on which he exercised his right, which is the subject of the dispute, with the seller for the first time.

The consumer can also submit a proposal through the EU Consumer Out-of-court Dispute Resolution Platform, which is available online at: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=CS. Only a consumer living in the EU can submit a proposal here to a trader based in the EU.

If the disputing parties are not satisfied with the quality of the out-of-court settlement of a consumer dispute and believe that the Rules for out-of-court settlement of consumer disputes have been violated during the proceedings, they can file a complaint at the address of the Ministry of Industry and Trade or at the email address adr@mpo.cz.

In the case of cross-border disputes, the European Consumer Center Czech Republic helps consumers to access the relevant entity for the out-of-court resolution of consumer disputes.

The costs associated with the out-of-court settlement of consumer disputes are borne by the parties themselves.