This e-shop stores cookies that help it to work properly. By using our services, you agree to their use.
The present Complaints Procedure (hereinafter referred to as “Complaints Procedure”) regulates the method and conditions for claiming defects in the goods purchased by a consumer through the on-line shop www.oemvwshop.com from our company:
TSE s.r.o., having its registered office at Fraňa Mojtu 281/18, Nitra 949 01, Slovakia
Company Reg. No.: 50326031
Tax Id. No.: SK2120286432
Registered: at the Municipal Court in Bratislava under the file ref. no. B 111485
Delivery address: Fraňa Mojtu 281/18, Nitra 949 01, Slovakia
Telephone number: +421 910 223 333
Contact e-mail address: email@example.com
1.1. As the Seller, we are responsible for ensuring that the goods ordered by you have been delivered to you and that the goods are free from defects on their takeover. This means that the goods meet the following conditions on the takeover thereof:
Furthermore, we are responsible for ensuring that these defects do not occur within the warranty period.
We do not provide any guarantee of quality beyond the statutory warranty period for consumers.
1.2. Differences in colour shades in reality and on electronic display devices cannot be considered as a defect in the goods. If the goods do not correspond to your idea, you have the right to withdraw from the Contract within 14 days from the takeover of the goods in accordance with Article 6 of the General Terms and Conditions for Consumers.
1.3. If your domicile or registered office is outside the Czech Republic or if our legal relationship contains any other international element, you agree that Czech law shall govern our relationship. If you are a consumer and the legal order of your country of residence provides a higher level of consumer protection than Czech law, then you are afforded that higher level of protection.
2.1. For consumer goods, the warranty period is twenty-four months from the takeover of the goods, unless a longer warranty period is specified on the Web Interface, in the documents accompanying the goods or in the advertisement.
2.2. If the goods bear a minimum durability date or, in the case of perishable goods, a period of time for which the goods may be used (use-by date), the warranty period lasts until such date.
2.3. In the event that the goods are replaced or repaired for you, the new goods or the replaced parts and spare parts shall not be subject to a new warranty period. However, in such a case the warranty period is extended by the period during which you have been unable to use the goods due to the defect, i.e., in particular the period during which the goods are under repair.
3.1. Your rights arising from defective performance shall be governed by the Civil Code, in particular by its Sections 2099 to 2117 and also by Sections 2165 to 2174.
3.2. In accordance with the above-mentioned provisions, you are entitled in particular to the following rights:
a) Additional delivery of what is missing
If we deliver less than the agreed quantity or if we deliver incomplete goods to you, you have the right to an additional delivery of what is missing.
b) Discount on the purchase price
If there was a defect in the goods when the goods were taken over or if the defect occurred within the warranty period, you can always claim a reasonable discount on the purchase price.
c) Replacement of the goods or replacement of a defective part of the goods
You may always claim the replacement of the goods or of the defective part of the goods, unless it is disproportionate to the nature of the defect (i.e., in particular where immediate repair is not possible) and unless it is only a minor breach of the Contract.
You do not have the right to have the goods replaced if only a part (component) of the goods is defective. If we conclude that only part of the goods is defective during the complaint procedure, we will replace that part in question.
You cannot ask for a replacement for goods that are used or sold at a lower price. Instead, you can claim a discount on the purchase price.
d) Repair of the item
If the goods can be repaired, you have the right to have the defect repaired free of charge. If it becomes apparent during the complaint procedure that we are unable to repair the goods, we will inform you immediately and you may choose another method of dealing with the complaint as specified here.
e) Refund of the money paid (withdrawal from the Contract)
You can only require the refund of the money paid provided that:
3.3. As a condition for the exchange of the goods or for the refunding of the money paid (withdrawal from the Contract), you must return the item in the condition in which you received the same. The exceptions are formed of the cases when:
a) there has been a change in condition as a result of a visual inspection for the purpose of discovering a defect in the item;
b) you had used the item still before the defect was discovered;
c) you did not make it impossible to return the item in its unaltered condition by your acting or omission; or
d) you sold the item still before the defect was discovered, consumed it or altered it in the course of normal use; if this happened only in part, you shall return to us what you can still return and you shall compensate us to the extent that you benefited from the use of the item.
4.1. You are not entitled to rights from defective performance if:
4.2. Warranty and defect liability claims do not apply to:
5.1. Please file a complaint at us without any undue delay after the defect has been discovered.
5.2. We accept complaints at our registered office or in our operation plant. We recommend you to use our operation plant so that your claim can be processed as quickly as possible.
If you are interested in having an item repaired and the certificate of existing rights from defective performance (warranty certificate) indicates the person designated to carry out the repair (typically an authorised servicing centre), you are obliged to submit your claim to that person. You are only obliged to do this if this person is located at the same place as us or at a place closer to you.
5.3. Recommended procedure to be used in the case of a complaint:
Failure to comply with any of the steps described above or failure to submit any of the above-mentioned documents shall not preclude the positive settlement of the claim in accordance with the statutory conditions.
5.4. The moment of filing a complaint is the moment when the occurrence of the defect has been notified to us.
5.5. We decide about the received complaint immediately, in complex cases within three business days. This time limit does not include the time appropriate to the type of product which is necessary for a professional assessment of the defect. The complaints, including any rectification of the defect, will be dealt with without any undue delay, at the latest within 30 days of the date of the complaint, unless a longer period is agreed upon.
5.6. If you choose a right which cannot be granted to you for objective reasons (in particular in the case of irremovable defects or in the case of replacement of the goods which is not possible), we will contact you immediately. In such a case, you may choose another right in accordance with the present Complaints Procedure.
5.7. When you make a claim, we will issue for you a written confirmation specifying when you have exercised the right, what the content of the claim is and what method of processing of the claim you require. We will also (after the claim has been processed) issue for you a confirmation of the date and method of processing of the claim, including a confirmation of the repair and the duration of the repair process, or a written statement of reasons for rejecting the claim.
5.8. In accordance with the Civil Code, you are entitled to reimbursement of the costs reasonably incurred by you in claiming the goods. Please note that you must exercise your right to reimbursement of these costs within one month after the expiry of the time period within which the defect must be claimed.
The present Complaints Procedure for Consumers is valid and effective from 01. 08. 2023