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COMPLAINTS POLICY
Complaints procedure and model complaint form
This Complaints Policy governs the procedure for exercising rights arising from defective performance in relation to goods and services purchased from Vlčí patroni z. s. through the online store www.vlci-patroni.cz.
A complaint is used to address a defect in goods or services. It is not the same as a consumer's withdrawal from a contract without giving a reason within the fourteen-day withdrawal period.
1. Seller information
Seller:
Vlčí patroni z. s.
Registered office: Dobrovského 874/29, Přívoz, 702 00 Ostrava, Czech Republic
Identification No.: 19334532
registered in the Associations Register maintained by the Regional Court in Ostrava, Section L, File No. 20819
E-mail for complaints: erenhill.vlcipatron@gmail.com
Phone: +420 605 781 046
Website: www.vlci-patroni.cz
The registered office of the Association is not a regular brick-and-mortar shop or business premises open to the public. Personal handover of goods subject to a complaint is possible only by prior arrangement.
2. Consumer rights arising from defective performance
2.1.
The Seller is liable to the Consumer for ensuring that the goods are free from defects upon receipt and comply with the agreed and statutory requirements.
2.2.
The goods must in particular:
correspond to the agreed description, type, quantity, quality and design,
have the characteristics agreed between the Buyer and the Seller,
be suitable for the purpose for which the Buyer requires them and to which the Seller has agreed,
be suitable for the purpose for which goods of this type are normally used,
be supplied with the agreed accessories, instructions and directions for use,
possess the usual characteristics that the Buyer may reasonably expect,
comply with applicable legal requirements.
2.3.
The Consumer may raise a defect that existed at the time the goods were received and becomes apparent within two years of receipt.
2.4.
If a defect becomes apparent within one year of receipt, the goods are presumed to have been defective at the time of receipt unless this is incompatible with the nature of the goods or the defect.
2.5.
If a defect becomes apparent during the second year after receipt, the statutory presumption that the defect existed at the time of receipt no longer applies, and the complaint shall be assessed according to the nature of the defect and the available evidence.
2.6.
The Consumer is not required to report an apparent or other defect within three working days.
However, we recommend submitting a complaint as soon as possible after discovering the defect so that its cause can be reliably assessed and further damage can be prevented.
2.7.
Statutory rights arising from defective performance are not the same as a voluntary commercial guarantee.
A commercial guarantee is provided only if it is expressly stated for a specific product, in a guarantee certificate or in another guarantee statement.
3. Rights of Buyers who are not Consumers
3.1.
If the Buyer acts in connection with their business activity when making a purchase, their rights arising from defective performance are governed primarily by the general provisions of the Czech Civil Code.
3.2.
Provisions intended exclusively for Consumers, in particular the statutory thirty-day period for handling complaints under consumer protection legislation, do not apply to business customers.
3.3.
A business customer must inspect the goods as soon as reasonably possible after receipt and notify the Seller of any identified defect without undue delay.
4. What is not considered a defect
Rights arising from defective performance do not apply in particular to:
normal wear and tear corresponding to the nature of the product and the duration and intensity of use,
damage caused by the Buyer,
damage caused by using the product contrary to the instructions, safety rules or its intended purpose,
damage caused by improper maintenance or unsuitable storage,
damage caused by unauthorised intervention, modification or repair,
a defect about which the Buyer was expressly informed before conclusion of the contract and which the Buyer accepted,
in the case of used goods, wear corresponding to the level of previous use,
natural changes in material corresponding to its nature and ordinary ageing that do not restrict the agreed functionality of the product.
A complaint cannot be rejected automatically merely because the product shows signs of use.
It must always be assessed whether the claimed defect is related to normal wear and tear, improper use or another circumstance for which the Seller is not liable.
5. Natural materials, handmade products and product appearance
5.1.
Products made of wood, leather, feathers and other natural materials may show natural variations in colour, grain, texture, thickness or surface.
5.2.
Handmade, painted or decorated products may vary slightly between individual pieces.
Such natural or craft-related variations are not defects provided that the product corresponds to the agreed description, sample and intended purpose.
5.3.
Natural changes in colour, wood grain or surface caused by normal use and ageing of the material are not in themselves defects.
5.4.
A manufacturing defect affecting lacquer, coating, glued joints, decoration or another surface may be claimed in the same way as any other defect.
There is no special three-month complaint period for aesthetic or surface defects.
6. Custom-made products
6.1.
The fact that a product was manufactured or modified according to the Buyer's individual requirements does not restrict the Buyer's rights arising from defective performance.
6.2.
A custom-made product may be subject to a complaint if it does not correspond to the agreed parameters, has a manufacturing defect or does not have the agreed characteristics.
6.3.
The following are not considered defects:
a characteristic expressly selected by the Buyer,
a correctly executed individual parameter that later ceases to suit the Buyer,
a minor variation resulting from handmade production corresponding to the previously described nature of the product,
differences in the natural colour or grain of the material used.
6.4.
The exception to the fourteen-day right of withdrawal applicable to genuinely custom-made goods has no effect on the right to submit a complaint regarding defects.
7. Bows and safety-related defects
7.1.
A bow showing a crack, delamination, damage to the limbs, tips, handle or any other condition that may affect safety must no longer be used.
7.2.
In such a case, the Buyer must safely put the bow aside, must not string or draw it, must not perform further test shots and should contact the Seller without undue delay.
7.3.
When assessing a defect, the following factors are considered in particular:
compliance with the maximum permitted draw length,
use of appropriate string and arrows,
method of stringing the bow,
method of use and storage,
possible mechanical damage,
modifications or repairs carried out,
signs of dry firing.
7.4.
A dry fire, meaning releasing the string without an arrow, may seriously damage a bow.
If expert assessment establishes that the claimed defect was caused by a dry fire, it is not a defect for which the Seller is liable.
7.5.
However, a dry fire or other improper use does not automatically cancel all of the Buyer's rights relating to the product.
The relationship between the manner of use and the specific claimed defect must always be assessed.
8. Bowstrings and other consumable parts
8.1.
Bowstrings, servings, fur silencers, nocks, fletching and other similar parts are subject to natural wear during use.
8.2.
Normal fraying, compression, loss of wax, wear of the serving or gradual loss of strength corresponding to the duration and intensity of use is not a defect.
8.3.
A bowstring or another consumable part may be subject to a complaint if it was defective at the time of receipt, for example due to defective material, improper workmanship or incorrect manufacture.
8.4.
No special six-month complaint period applies to bowstrings or consumable parts.
Complaints are assessed according to statutory rules, taking into account the nature of the product, method of use and its ordinary service life.
8.5.
The Buyer must regularly inspect the bowstring, maintain it, wax it appropriately and stop using and replace it when signs of serious damage or excessive wear appear.
9. How to submit a complaint
9.1.
A complaint may be submitted:
by e-mail to erenhill.vlcipatron@gmail.com,
in writing to Vlčí patroni z. s., Dobrovského 874/29, Přívoz, 702 00 Ostrava, Czech Republic,
by sending the goods subject to the complaint to the above address,
in person by prior arrangement.
9.2.
Before sending goods, we recommend contacting the Seller by e-mail.
Based on the description and photographs, the Seller may recommend the most appropriate and economical method of proceeding.
9.3.
Prior contact and use of the complaint form are not conditions for accepting a complaint.
9.4.
A complaint may be submitted in any understandable manner from which it is clear:
who is submitting the complaint,
which product or service the complaint concerns,
what defect is being claimed,
what method of resolution the Buyer requests.
9.5.
For faster processing, we recommend providing:
full name,
e-mail, telephone number and delivery address,
order number,
identification of the product concerned,
date of receipt,
description of the defect and the circumstances in which it appears,
requested method of resolving the complaint.
9.6.
Photographs or video of the defect are recommended, particularly for bows, arrows, damaged shipments or products whose transport would be expensive.
Photo or video documentation is not a mandatory condition for accepting a complaint.
9.7.
The Buyer must demonstrate that the goods were purchased from the Seller.
The Buyer does not have to provide only the original invoice or receipt.
The purchase may also be demonstrated by an order confirmation, bank statement or another credible method.
10. Sending goods subject to a complaint
10.1.
Where physical delivery of the goods is necessary to assess the complaint, the Buyer shall send them to:
Vlčí patroni z. s.
Dobrovského 874/29
Přívoz
702 00 Ostrava
Czech Republic
10.2.
Do not send shipments cash on delivery.
The Seller is not obliged to accept a shipment subject to cash-on-delivery payment.
10.3.
The product must be packaged so that no further damage occurs during transport.
For bows and other long products, strong packaging and suitable protective filling must be used.
10.4.
The Buyer should clean the product to a reasonable extent allowing safe handling and assessment of the defect.
Dirt alone is not an automatic reason for rejecting a complaint.
However, if the condition of the product prevents safe handling or expert assessment, the Seller may request the necessary cooperation.
10.5.
Accessories unrelated to the claimed defect do not need to be sent.
However, where the defect depends on interaction between several components, the Seller may request that they also be provided.
10.6.
The Buyer is required to provide the Seller with the necessary cooperation and allow the claimed defect to be assessed.
11. Confirmation of receipt of a complaint
11.1.
When a complaint is submitted, the Seller shall provide the Consumer with written confirmation containing in particular:
date the complaint was submitted,
contents of the complaint,
requested method of resolution,
Consumer's contact details,
information about the thirty-day complaint handling period.
11.2.
The confirmation may be sent electronically to the Consumer's e-mail address.
11.3.
After resolving the complaint, the Seller shall issue confirmation of:
the date and manner in which the complaint was resolved,
any repair carried out and its duration,
any replacement of the product,
any discount granted or refund of the purchase price,
any rejection of the complaint and the reasons for rejection.
12. Complaint handling period
12.1.
The Seller shall decide on a Consumer complaint immediately and, in complex cases, no later than within three working days.
This period does not include a reasonable period required for expert assessment of the defect depending on the type of product.
12.2.
A Consumer complaint, including removal of the defect, must be resolved and the Consumer informed without undue delay and no later than thirty calendar days from the date the complaint was submitted.
12.3.
A longer period may apply only if agreed between the Seller and the Consumer.
12.4.
The Consumer is required to provide necessary cooperation, in particular by providing the product for assessment where the complaint cannot otherwise be properly resolved.
12.5.
Failure to comply with the thirty-day or agreed longer period may give the Consumer the right to a reasonable price reduction or withdrawal from the contract.
13. Methods of resolving a complaint
13.1.
If goods have a defect, the Consumer may request removal of the defect by:
repair of the goods, or
delivery of new goods free from defects.
13.2.
The Consumer may choose between repair and replacement unless the chosen method is impossible or disproportionately expensive compared with the alternative.
13.3.
The Seller may refuse to remove the defect if both repair and replacement are impossible or would require disproportionate costs with regard to the significance of the defect and the value of the goods without the defect.
13.4.
The Consumer may request a reasonable price reduction or withdraw from the contract in particular where:
the Seller has refused to remove the defect,
the defect has not been properly removed within a reasonable period,
the same defect occurs repeatedly,
the defect constitutes a substantial breach of contract,
it is clear that the Seller will not remove the defect without significant inconvenience to the Consumer,
the complaint was not resolved within the statutory or agreed period.
13.5.
The Consumer may not withdraw from the contract if the defect is insignificant.
13.6.
Any refund shall, by agreement with the Consumer, be made by bank transfer.
14. Costs associated with complaints
14.1.
Submitting a complaint is free of charge.
14.2.
If the complaint is justified, the Consumer has the right to reimbursement of reasonably incurred costs associated with submitting the complaint, in particular reasonable transport costs for the goods concerned.
14.3.
Before sending a large or expensive product, we recommend agreeing the transport method with the Seller to avoid unnecessary or disproportionate costs.
14.4.
If a complaint is rejected, the Seller shall inform the Buyer of the reasons and agree on the method of returning or collecting the product.
15. Complaints concerning goods made by external manufacturers
15.1.
Some products sold through the online store may be manufactured by an external manufacturer or manufacturing partner.
15.2.
If the purchase contract was concluded with Vlčí patroni z. s., the Buyer submits the complaint to Vlčí patroni z. s., regardless of who physically manufactured the product.
15.3.
For the purpose of expert assessment, the Seller may provide the product or relevant documentation to the manufacturer, service provider or expert.
However, the Seller remains responsible to the Buyer for properly handling the complaint.
15.4.
If a specific product expressly states that the customer concludes the contract directly with an external manufacturer, the complaint shall be submitted to that manufacturer under the terms of the relevant contract.
16. Complaints concerning services, training sessions and courses
16.1.
A complaint may also be submitted in relation to an improperly provided training session, course, instruction, organised event or other paid service.
16.2.
The complaint should state what service was provided, when it was provided and in what respect the customer considers it defective.
16.3.
Depending on the nature of the defect, the customer may request in particular:
proper or replacement provision of the service,
removal of the defect in the service,
a reasonable price reduction,
refund of the price where the statutory conditions are met.
16.4.
For Consumers, the thirty-day period under consumer protection legislation applies to the acceptance, confirmation and handling of a complaint concerning a service.
17. Alternative dispute resolution
If the Consumer is unable to resolve the dispute directly with the Seller, they may contact:
Czech Trade Inspection Authority
Central Inspectorate – ADR Department
Gorazdova 1969/24
120 00 Prague 2
Czech Republic
E-mail: adr@coi.gov.cz
Website: https://coi.gov.cz/informace-o-adr/
18. Optional model complaint form
The following template may be copied into an e-mail or printed.
Its use is not mandatory.
Subject: Complaint regarding order No. [order number]
Full name:
..............................................................................
Address:
..............................................................................
E-mail:
..............................................................................
Phone:
..............................................................................
Order number or other information allowing the purchase to be identified:
..............................................................................
Product or service concerned:
..............................................................................
Date the goods were received or the service was provided:
..............................................................................
Description of the defect and the circumstances in which it appears:
..............................................................................
..............................................................................
The defect first became apparent on:
..............................................................................
Requested method of resolving the complaint:
repair,
delivery of new goods free from defects,
reasonable price reduction,
withdrawal from the contract and refund,
other request:
..............................................................................
Bank account number in the event of a refund:
..............................................................................
Attachments, if available:
photographs or video of the defect,
order confirmation,
proof of purchase,
other related documents.
Date:
..............................................................................
Signature, only if the complaint is submitted in paper form:
..............................................................................
19. Final provisions
This Complaints Policy supplements the Terms and Conditions of the online store.
If any provision of this Complaints Policy conflicts with applicable legislation, the statutory provisions shall apply.
This Complaints Policy is effective from 12 August 2026.