complaint

arranty and Complaints Policy

This document serves as an informational overview of the rights and obligations arising from the warranty on goods purchased through the e-shop www.vlci-patroni.cz.

I. Basic Provisions

This Complaints Policy is prepared in accordance with the applicable laws of the Czech Republic, in particular with the provisions of Act No. 89/2012 Coll., the Civil Code (hereinafter referred to as the "CC"), and Act No. 634/1992 Coll., on Consumer Protection.

The buyer is obliged to read this Complaints Policy before placing an order. By placing an order, the buyer confirms that they have been acquainted with this policy and agree to its terms.

The warranty on purchased goods is governed by the following rules:

• Consumer (non-business individual, without VAT ID) is entitled to a statutory warranty of 24 months under § 2165 CC.

• Entrepreneur (person acting within the scope of business, with VAT ID) is only entitled to a warranty for hidden defects under § 2099 CC for 12 months from receipt, unless agreed otherwise by contract.

Any claims for defective performance must be made in accordance with this Complaints Policy. This does not affect rights under generally binding legal regulations.

II. Warranty Scope

The warranty covers only functional defects that:

• occur during the warranty period,

• hinder normal and proper use of the product,

• are not caused by misuse, inappropriate handling, neglect of maintenance, or external factors.

🛡️ Warranty by customer type:

🔸 For consumers (non-business individuals):
🟩 Functional warranty – 24 months from receipt of goods
🟨 Aesthetic warranty (paint, varnish, hand decoration) – 3 months from receipt

🔹 For entrepreneurs (business customers with VAT ID):
🟩 Functional warranty – 12 months from receipt of goods (§ 2099 CC)
🟨 Aesthetic warranty (paint, varnish, hand decoration) – 3 months from receipt

🟠 NOTE:
Obvious defects (e.g. cracks, missing parts, shipping damage) must be reported within 3 business days of receiving the parcel. Later claims of this type will not be accepted.

The warranty does not apply to aesthetic wear due to regular use, use in inappropriate environments (e.g. extreme humidity, sunlight, rain), or improper use (e.g. extreme competitive shooting, horseback transport without protection).

For custom-made products (custom draw weight, color combinations, hand decoration, personalized name, etc.), the warranty only covers functionality and does not apply to individual preferences regarding appearance, shade, or user comfort.

III. Warranty Exclusions

The warranty does not cover the following:

• Normal wear and tear through appropriate use (§ 2167 CC)

• String wear, breakage, fraying, soiling, or loss of strength due to weather or improper use

• Mechanical damage caused by careless handling, impact, drops, sudden tension, or strikes

• Deformation, shape change, or cracks caused by:

  • extreme humidity, rain, frost, high temperatures, direct sunlight

  • poor storage (e.g. in a hot car, near radiators, in damp or unventilated rooms, on snow)

• Unauthorized modifications or repairs by the buyer or a third party, such as:

  • disassembly, sanding, repainting, color change, DIY repairs

• Natural material aging (e.g. color fading, drying of wood, loosening of glued parts, loss of flexibility)

• Improper use, such as:

  • using incompatible strings or arrows (wrong size, weight, fit)

  • ❗ dry fire (shooting without an arrow) – voids the warranty immediately

  • exceeding draw limits, improper draw technique, or forceful misuse

❗ If the product shows signs of such issues, the claim will be automatically rejected.

IV. String and Consumable Parts

The string is considered a consumable item whose lifespan depends on usage, care, and storage. It must be regularly checked, waxed, cleaned, and replaced as needed.

String lifespan is affected by:

• Frequency of use (intensive vs. recreational)

• Draw technique and arrow handling

• Storage quality (dry, untwisted, no sharp contact)

• Maintenance – regular waxing, checking for frays, avoiding water or dirt

🛡️ String Warranty:

• Covers only proven manufacturing defects (e.g. faulty material or knots at delivery)

• Valid for 6 months from delivery

• Not applicable to wear, breakage, fraying, soiling, or damage from:

  • incorrect draw technique

  • use of improper arrows

  • dry firing

  • poor maintenance or storage

  • excessive or uneven tension

  • mechanical damage (e.g. snagging on a sharp edge)

❗ The string is not intended for lifetime use. Regular replacement is a standard part of bow maintenance.

V. Submitting a Complaint

The buyer must submit a complaint in writing via email to:

📧 erenhill.vlcipatron@gmail.com

🛠️ Further instructions, including the return address, will be provided via email.
Do not send goods without prior agreement.

📎 Attach the following to your email:

• Brief and factual description of the defect, including how and when it occurs

• Proof of purchase (invoice, receipt, order confirmation)

• Photographs:

  • Close-up of the defect (sharp, clear image)

  • Overall view of the product (e.g. entire bow)

  • If shipping damage: photos of packaging and damage

📫 The address for returning goods will be provided after the email is reviewed.

📦 Sending goods for inspection:
You may be asked to send the item for physical assessment.

Only do so after confirmation of the return address.
The item must be:

• Clean (no mud, dust, wax, animal hair, etc.)

• Hygienically acceptable (no sweat or odors)

• Complete (no foreign items like quivers, cases, arrows)

• Carefully packed – preferably in original or durable packaging

📫 The return address will be provided via email.

⚠️ Important Notice:
Complaints will not be accepted if:

• The complaint form is not properly completed

• The item is dirty or unhygienic

• The item is damaged in return transit due to poor packaging

The buyer is responsible for safe return packaging to prevent further damage.

📝 Complaint Form – Required for Submission
Downloadable at www.vlci-patroni.cz. Must include:

• Buyer's name and contact

• Order number or other proof of purchase

• Detailed defect description and desired resolution (repair, exchange, withdrawal)

• Date of product receipt

• Signature

🔴 Complaints without this form or without prior agreement will not be accepted.

VI. Complaint Resolution

After receiving the item, it will be registered and assessed within 3 business days, provided all conditions are met (see Section V).

📅 According to § 19 of Act No. 634/1992 Coll., the complaint will be resolved within 30 calendar days from complete receipt by the seller, unless agreed otherwise.

📋 The complaint process will not begin if:

• Documentation is incomplete

• The item is dirty or unhygienic

• Damage occurred during return due to improper packaging

• The complaint form is missing or incomplete

✅ If the complaint is accepted, the seller will choose the appropriate resolution:

• Repair

• Replacement

• Refund

💬 The buyer will be informed of the result via email or phone.

❌ If rejected, the buyer will receive the reasoning and documentation.

📦 For rejected complaints, the buyer must collect the item or arrange return shipping at their own cost. After 60 days from notification, the item may be deemed abandoned under § 135 of the Civil Code.

VII. Recommendations for Proper Use and Storage

To keep your product in good condition and under warranty, we strongly recommend:

• Store bows and accessories in a dry environment at room temperature, away from direct sunlight

• Protect from humidity, frost, heat, and temperature fluctuations

• Do not use a damaged, wet, or frozen bow – this voids the warranty and causes irreversible damage

• Avoid dry firing (shooting without an arrow) – this immediately voids the warranty

• Use only recommended strings and arrows suitable for your model's specifications

• After each session, loosen or remove the string unless advised otherwise by the manufacturer

• Regularly inspect consumable parts (string, wraps, tips) and replace as needed

• Follow manufacturer instructions and technical specifications from the manual or website

❗ Failure to follow these recommendations may lead to denial of warranty claims.

VIII. Contact for Complaints

Erenhill – Vlčí patroni z. s.
📍 Karviná
📧 erenhill.vlcipatron@gmail.com
🌐 www.vlci-patroni.cz

📦 Return Address (only after prior agreement):
Holubová 1746/17
735 06 Karviná 6
❗ Do not send items without prior email agreement!
This address accepts complaints only if all conditions in Section V are confirmed.