COMPLAINT POLICY / COMPLAINTS PROCEDURE

for the online store located at
www.coolskates.cz

operated by a sole trader:

Alena Miketová
registered office: Jeremiášova 5, 779 00 Olomouc, Czech Republic
Company ID (IČO): 47844124
(hereinafter the “Seller”)

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1. INTRODUCTORY PROVISIONS

1.1. This Complaint Policy regulates the rights and obligations of the Seller and the Buyer when exercising rights arising from defective performance (hereinafter “Complaint”).

1.2. This Complaint Policy is issued in accordance with:

• Act No. 89/2012 Coll., Civil Code (Czech Republic),

• Act No. 634/1992 Coll., Consumer Protection Act (Czech Republic),

• and applicable European Union consumer protection legislation.

1.3. This Complaint Policy applies to consumers.

2. LIABILITY FOR DEFECTS

2.1. The Seller is liable to the Buyer that the goods are free from defects at the time of receipt.

2.2. The Buyer is entitled to exercise rights arising from a defect that occurs within two (2) years from receipt of the goods.

2.3. If a defect appears within the first twelve (12) months from receipt, it is presumed that the goods were defective at the time of receipt unless the Seller proves otherwise.

3. CASES NOT COVERED BY A COMPLAINT

3.1. NORMAL WEAR AND TEAR

A complaint does not apply to:

a) normal wear and tear caused by ordinary use,
b) mechanical damage caused by the Buyer,
c) improper use of the product,
d) modifications or interference with the product structure,
e) damage caused by falls, impacts or improper handling.

For sports equipment (e.g. inline skates, frames, wheels, bearings), normal wear and tear includes in particular:

• wheel wear,

• brake wear,

• contamination and wear of bearings,

• scratches on the shell or frame,

• cosmetic defects resulting from use.

3.2. INTENSIVE SPORT AND COMPETITION USE

3.2.1. Inline skates and their components are subject to increased mechanical stress.

3.2.2. For performance and racing models (especially carbon shells, lightweight frames, racing wheels and other performance components), the lifespan of the product may be shorter than that of recreational models.

3.2.3. Increased wear, loss of stiffness, changes in riding characteristics or mechanical damage resulting from intensive training, racing use, freestyle tricks, jumps or riding on unsuitable surfaces are not considered manufacturing defects.

3.2.4 Carbon and lightweight performance products are designed for sport use under increased load; micro-cracks or cosmetic surface changes not affecting safety or functionality are not considered defects.

3.3. HEAT-MOLDING

3.3.1. Selected skate models allow heat-molding for individual fitting.

3.3.2. Heat-molding must be performed strictly in accordance with the manufacturer’s instructions.

3.3.3. A complaint does not apply to:

a) deformation resulting from improper heat-molding,
b) damage caused by overheating of the material,
c) structural changes caused by unsuitable equipment or incorrect temperature,
d) loss of material strength caused by repeated or improper heating.

3.3.4. If the Buyer performs heat-molding independently, the Buyer bears full responsibility for its correct execution.

3.4. OBLIGATION OF REGULAR MAINTENANCE

3.4.1. The Buyer is obliged to carry out regular inspection and maintenance of the product, in particular:

a) checking frame screws for proper tightening,
b) checking wheel condition and even wear,
c) checking and cleaning bearings,
d) inspecting structural components after a fall or impact.

3.4.2. A complaint does not apply to defects resulting from neglect of regular maintenance.

3.4.3. The Seller shall not be liable for damage caused by using the product without regular inspection of safety components.

4. HOW TO FILE A COMPLAINT

4.1. The Buyer may file a complaint by sending the goods to the Seller’s registered address, or delivering the goods in person by prior arrangement, or contacting the Seller via email at info@coolskates.cz

4.2. The Buyer is obliged to:

a) provide proof of purchase,
b) describe the defect,
c) send the goods clean and complete.

5. TIME LIMIT FOR HANDLING A COMPLAINT

5.1. The Complaint will be handled without undue delay.

5.2. The Complaint will be resolved no later than thirty (30) days from the date it was filed, unless the parties agree otherwise.

6. METHOD OF RESOLUTION

6.1. If the defect is repairable, the Buyer has the right to repair or replacement.

6.2. If the defect is not repairable, the Buyer may be entitled to a reasonable price reduction or withdrawal from the contract.

6.3. The validity of the Complaint and the method of its resolution shall be assessed by the Seller in accordance with applicable legal regulations.

7. COSTS OF THE COMPLAINT

7.1. If the Complaint is recognised as justified, the Seller shall reimburse reasonable shipping costs.

7.2. If the Complaint is unjustified, the Buyer bears the costs associated with shipping and handling.

8. FINAL PROVISIONS

8.1. This Complaint Policy forms an integral part of the Terms and Conditions.

8.2. The Seller reserves the right to amend this Complaint Policy.

8.3. The current version is always available at www.coolskates.cz