complaint

Warranty Terms and Complaints Policy

This document provides an 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 drawn up in accordance 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 consumer is entitled to the standard 24-month warranty under § 2165 of the Civil Code.

II. Scope of Warranty

The warranty applies to defects which:

• occur during the warranty period,

• hinder proper use of the product (functional defects),

• are not caused by improper handling, neglected maintenance, or external influences.

🛡️ Warranty by Customer Type

🔸 For Consumers (Non-Business Customers):

🟩 Functional Warranty – valid for 24 months from the date of receipt.
🟨 Aesthetic Warranty – for paint, varnish, and hand decorations – valid for 3 months from the date of receipt.

🔹 For Business Customers (with Company ID Number):

🟩 Functional Warranty – valid for 12 months from the date of receipt.
🟨 Aesthetic Warranty – for paint, varnish, and hand decorations – valid for 3 months from the date of receipt.

III. Warranty Exclusions

The warranty does not apply, in particular, to:

• wear and tear caused by normal use (§ 2167 CC),

• the bowstring and its wear, fraying, breaking, or contamination,

• dents, scratches, or mechanical damage caused by careless handling, dropping, or impacts,

• warping or damage caused by excessive moisture, heat, frost, or direct sunlight,

• defects due to improper storage (e.g. in a car on a hot day, near heating, or in a damp garage),

• damage caused by unauthorized modifications or repairs (e.g. disassembly, sanding, repainting),

• changes due to natural aging of materials (e.g. color fading, wood drying, leather peeling),

• defects resulting from incorrect use of the bow (e.g. "dry shot", use of incompatible string or arrows),

• damage caused by improper or forced stringing (e.g. exceeding the recommended draw length).

IV. Bowstring and Consumable Parts

The bowstring is considered a consumable part and should be regularly inspected and replaced. Its lifespan depends on:

• frequency of use,

• draw weight and storage method of the bow,

• maintenance (waxing and cleaning).

The string is covered only by a six-month warranty, and only for manufacturing defects.

V. How to File a Complaint

A buyer may submit a complaint:

• By email to: [erenhill.vlcipatron@gmail.com]

Please include:

• a detailed description of the defect,

• order number or proof of purchase,

• photos of the defect and the overall condition of the product.

In some cases, we may ask you to return the product – always cleaned and properly packed.

VI. Complaint Resolution

• The product will be assessed within 3 business days of receipt.

• In accordance with § 19 of Act No. 634/1992 Coll., complaints will be resolved within 30 days, unless agreed otherwise.

• If the complaint is accepted, the product will be repaired, replaced, or a refund will be issued.

• You will be informed of the outcome by email.

VII. Recommended Use and Storage

To ensure product longevity, we recommend:

• Store in a dry place at room temperature,

• Protect from humidity, sunlight, and temperature extremes,

• Do not draw the bow if it is damaged, wet, or frozen,

• Never shoot without an arrow – this may severely damage the bow,

• Use only suitable strings and arrows,

• After each training session, release or remove the bowstring unless stated otherwise by the manufacturer.

VIII. Contact for Complaints

Erenhill – Vlčí patroni z. s.
📍 Karviná
📧 erenhill.vlcipatron@gmail.com
🌐 www.vlci-patroni.cz
📦 Return address for complaints:
Holubová 1746/17, 735 06 Karviná 6, Czech Republic