Claims and withdrawal from the contract

Is something not right, or do you need to return goods? Here you will find information on making a claim as well as on a consumer's right to withdraw from a distance contract.

Important: The information below does not limit any mandatory consumer rights that apply to your contract. If you are a consumer resident in another EU Member State and mandatory consumer-protection rules of that country apply to your purchase, those rights remain unaffected where they provide greater protection.

<h2>How to make a claim</h2>

The fastest way is to contact us by e-mail:

Please include:

<ul>
<li>your name and contact details,</li>
<li>your order or invoice number, if available,</li>
<li>identification of the goods concerned,</li>
<li>a brief description of the defect and how it manifests itself,</li>
<li>how you would like the claim to be resolved,</li>
<li>where possible, photographs or a video showing the defect.</li>
</ul>

We will contact you with the next steps and, depending on the type of product and defect, arrange how the goods should be delivered or sent to us for assessment.

After agreement, the goods may also be sent to:

Stat-X CZ s.r.o. 
Mánesova 390/74 
370 01 České Budějovice 
Czech Republic

You do not need the original packaging or the original invoice in order to make a claim. However, you must be able to provide reasonable proof that the goods were purchased from us. An order or invoice number will help us process the claim more quickly.

<hr>

<h2>Claims by consumers</h2>

This section applies to customers purchasing as consumers, i.e. outside the scope of their business or professional activity.

Under EU rules, consumers have a minimum two-year legal guarantee for goods. The seller is liable for a lack of conformity that existed when the goods were delivered and becomes apparent during the applicable legal guarantee period. National law in some EU Member States may provide longer periods or additional rights.

If a lack of conformity becomes apparent within at least the first year after delivery, it is presumed to have existed at the time of delivery unless the seller proves otherwise or such a presumption is incompatible with the nature of the goods or the defect. Some EU Member States provide a longer period for this presumption.

<h3>How a consumer claim may be resolved</h3>

Subject to the conditions of applicable law, you may in particular be entitled to:

<ul>
<li>repair of the goods,</li>
<li>replacement with goods free from defects,</li>
<li>an appropriate reduction in the purchase price,</li>
<li>termination of the contract and reimbursement of the purchase price where the legal conditions are met.</li>
</ul>

As a rule, the first remedies are repair or replacement, at no cost to the consumer. The chosen remedy may be refused if it is impossible or would impose disproportionate costs compared with the alternative remedy, taking all relevant circumstances into account.

A proportionate price reduction or termination of the contract may be available in particular where repair or replacement has not been completed properly, the seller has refused to bring the goods into conformity, the defect reappears, the defect is sufficiently serious, or it is clear that the goods will not be brought into conformity within a reasonable time and without significant inconvenience to the consumer.

Termination of the contract is generally not available for an insignificant defect.

<h3>How long does the claim take?</h3>

We will handle consumer claims without undue delay and within any mandatory statutory time limit applicable to the particular consumer and contract.

Where Czech law applies, a consumer complaint, including remedy of the defect, is handled and the consumer informed of the outcome no later than 30 days after the complaint is made, unless a longer period is expressly agreed with the consumer. Where mandatory law applicable to the consumer provides a different or more favourable rule, that rule remains unaffected.

If assessment of the claim requires us to inspect the goods, you must make the goods available to us for that purpose.

When we receive a consumer claim, we will provide confirmation of its submission where required by applicable law. After the claim has been resolved, we will also provide confirmation of the manner in which it was handled or, where applicable, written reasons for rejection.

<h3>Costs associated with a justified claim</h3>

Remedies provided under the consumer's legal guarantee are free of charge where required by applicable law. If the claim is justified, the consumer is also entitled to reimbursement of necessary and reasonably incurred costs associated with exercising statutory rights, to the extent provided by applicable law.

<hr>

<h2>Claims for business purchases</h2>

If you purchase goods in connection with your business or professional activity, the claim is governed by the applicable law, our <a href="/en/terms-and-conditions">Terms and Conditions</a> and any individual agreement between us.

Consumer-specific rules, including the minimum two-year EU consumer legal guarantee and consumer-specific complaint-handling deadlines, do not automatically apply to business purchases.

We recommend inspecting the goods as soon as reasonably possible after receipt and notifying us of any defects without undue delay after discovering them.

A commercial guarantee may apply to certain products where provided by the manufacturer, stated on the product page, included in technical documentation or a guarantee statement, or agreed individually.

We also aim to handle business claims as quickly as possible. The time required depends in particular on the type of product, the nature of the defect and whether assessment by the manufacturer or supplier is required.

<hr>

<h2>Damage during transport</h2>

If you notice visible damage to the shipment when receiving it, we recommend documenting the damage with the carrier where possible and taking photographs.

If you discover damage only after receipt, please contact us as soon as possible at <a href="mailto:info@stat-x.cz">info@stat-x.cz</a> and, where possible, attach photographs of the shipment, packaging and damaged goods.

A carrier damage report can help us resolve the matter more efficiently. For consumers, however, the absence of such a report does not in itself result in the loss of statutory rights against the seller.

<hr>

<h2>Consumer withdrawal from a distance contract</h2>

If you purchased as a consumer, i.e. outside the scope of your business or professional activity, you generally have the right to withdraw from a contract concluded through our online shop within 14 days without giving any reason, unless a statutory exception applies.

For goods, the withdrawal period generally starts on the day on which you or a third party designated by you, other than the carrier, takes possession of the goods. For service contracts, the period generally starts on the day the contract is concluded.

<h3>How to withdraw from the contract</h3>

To meet the withdrawal deadline, it is sufficient to send us a clear statement informing us of your decision to withdraw before the withdrawal period expires.

You may send your withdrawal by e-mail to:

or in writing to:

Stat-X CZ s.r.o. 
Mánesova 390/74 
370 01 České Budějovice 
Czech Republic

To help us process your request more quickly, we recommend including your name, order number and identification of the goods or service concerned.

You may also use the model withdrawal form included in the annex to our <a href="/en/terms-and-conditions">Terms and Conditions</a>. Use of the form is not mandatory.

<h3>Returning the goods</h3>

After withdrawing from the contract, you must send back or hand over the goods without undue delay and no later than 14 days after notifying us of your withdrawal.

After agreement, the goods may be sent to:

Stat-X CZ s.r.o. 
Mánesova 390/74 
370 01 České Budějovice 
Czech Republic

The consumer bears the direct cost of returning the goods unless we agree otherwise or applicable mandatory law provides otherwise.

You may handle the goods only to the extent necessary to establish their nature, characteristics and functioning. You may be liable for any diminished value resulting from handling beyond what is necessary for that purpose.

Original packaging is not a condition for exercising the right of withdrawal.

<h3>Refunds</h3>

We will reimburse all payments received from you under the contract, including the cost of standard delivery, without undue delay and no later than 14 days after we are informed of your decision to withdraw.

If you chose a type of delivery more expensive than the least expensive standard delivery offered by us, we are only required to reimburse the delivery costs up to the amount of the least expensive standard delivery option.

We will use the same means of payment as you used for the original transaction unless expressly agreed otherwise and provided that you do not incur any additional fees.

We may withhold reimbursement until we have received the returned goods or until you provide evidence that you have sent them back, whichever occurs first.

<h3>When the right of withdrawal does not apply</h3>

The 14-day right of withdrawal does not apply in cases excluded by applicable law. These include in particular:

<ul>
<li>goods made to the consumer's specifications or clearly personalised,</li>
<li>sealed goods which are not suitable for return for health-protection or hygiene reasons and were unsealed after delivery,</li>
<li>a service that has been fully performed before the end of the withdrawal period where performance began with the consumer's prior express consent and the consumer was informed that the right of withdrawal would be lost once the service had been fully performed,</li>
<li>other cases excluded by applicable law.</li>
</ul>

Selecting a standard option normally offered by us, such as a standard size or colour, does not by itself mean that the product is custom-made.

If you expressly request that a service begins during the 14-day withdrawal period and then withdraw before the service has been fully performed, you may be required to pay a proportionate amount for the part of the service already provided, where applicable under the law governing your contract.

<h3>Business purchases</h3>

If you purchase in connection with your business or professional activity, the statutory consumer right to return non-defective goods within 14 days without giving a reason does not apply unless we expressly agree otherwise.

Further details on withdrawal are available in our <a href="/en/terms-and-conditions">Terms and Conditions</a>.

<hr>

<h2>Contact for claims and withdrawals</h2>

Stat-X CZ s.r.o. 
Mánesova 390/74 
370 01 České Budějovice 
Czech Republic

Company ID: 01992333 
VAT ID: CZ01992333

E-mail: <a href="mailto:info@stat-x.cz">info@stat-x.cz</a> 
Phone: +420 775 945 325

Further information is also available in our <a href="/en/terms-and-conditions">Terms and Conditions</a>.

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