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Complaints Procedure

1. General Provisions

This Complaints Procedure has been drawn up in accordance with the Civil Code and the Consumer Protection Act. It describes the procedure for claiming a warranty for goods purchased from PWSE, s.r.o.

2. Warranty Period

The warranty period for goods is 24 months for consumers. For entrepreneurs (purchase with ID/VAT number), the duration of the warranty is governed by the agreement or the Commercial Code (usually 12 months). The warranty period begins upon receipt of the goods by the buyer.

3. Filing a Complaint

The buyer should file a complaint without undue delay immediately after discovering the defect. The complaint can be reported:

  • By e-mail to: rma@pwse.cz

4. Complaint Procedure and Shipping (Return Label)

To make the complaint process as easy as possible for you, we offer free return shipping of the defective goods:

  1. Inform us of the complaint by e-mail (please include the order number and a description of the defect).

  2. We will send you a return label by e-mail (e.g., via Zásilkovna or PPL).

  3. Pack the defective goods securely and attach a copy of the invoice or a complaint protocol.

  4. Stick the received label on the package and drop it off at the nearest collection point. Note: If you choose to send the goods by other means at your own expense, these costs will only be reimbursed up to the amount corresponding to the cheapest offered shipping method.

5. Settlement of the Complaint

The seller shall decide on the complaint immediately, in complex cases within 3 working days. The complaint, including the removal of the defect, will be settled no later than within 30 days from the date of the claim, unless the seller and the buyer agree on a longer period.

6. Methods of Defect Rectification

  • Removal of the defect by repair or delivery of a new, defect-free item.

  • A reasonable discount on the purchase price.

  • Withdrawal from the contract (refund) if the defect is irremediable.

This Complaints Procedure becomes effective on January 1, 2026.