Warranty, Rights from Defective Performance, Complaint Procedure

1. Rights arising from defective performance are governed by applicable legal regulations, especially the provisions of §§ 1914 to 1925, §§ 2099 to 2112, and §§ 2161 to 2174 of the Civil Code.
2. Warranty rights are governed mainly by the provisions of §§ 2113 to 2117 and §§ 2161 to 2164 of the Civil Code Czech Republic.
3. As the seller, we guarantee that the goods are free from defects upon receipt. If you are a consumer, it is assumed that if a defect appears within 6 months of receipt, the item was defective at the time of receipt. We also guarantee to the consumer that defects will not occur during the warranty period, which is 24 months from the receipt of the goods, unless otherwise stated on the goods. If the goods are perishable, the period during which the item can be used is indicated instead of the warranty period (during this period, a quality guarantee is provided). If you are not a consumer, we are only responsible for defects that the product has upon receipt. Please note that there may be a slight color difference between the delivered goods and the color as it appears on the computer, tablet, or mobile phone screen due to different monitor settings. Such a slight deviation is therefore not a reason for a complaint.
4. In the event of a defect that cannot be removed or in the case of repeated occurrence of a defect or the occurrence of a larger number of defects, you have the right to request the replacement of the goods with new ones or to withdraw from the contract. In the case of a removable defect on unused goods, you can request the removal of the defect or a reasonable discount on the price, or, if it is not disproportionate, request the replacement of the goods with new ones. If you do not withdraw from the contract or exercise the right to deliver new goods without defects or repair the goods, you can request a reasonable discount. You can also request a reasonable discount if we are unable to deliver new or repaired functional goods without defects, as well as if we do not remedy the situation within a reasonable time or if the remedy would cause you significant difficulties.
5. You are not entitled to rights from defective performance if you knew about the defect before receiving the goods or if you caused the defect yourself. The warranty and claims for liability for defects do not apply to defects caused by improper use.
6. Please file a complaint without undue delay after discovering the defects.

You can inform us about the complaint in advance by email. We appreciate it if you include an invoice or other proof of purchase, a description of the claimed defect, and a proposed solution to the complaint. We will handle the complaint without undue delay, no later than 30 days, unless we explicitly agree otherwise. We will provide you with written confirmation of the filing and handling of the complaint. If the goods are delivered based on your order through a carrier, we ask you to check the shipment in the presence of the carrier and, in case of damage, to file a complaint directly with the carrier. The carrier will then draw up a report on the found defect with the recipient, and the shipment will be returned to the sender. As the buyer, you are entitled to refuse to accept a shipment that does not comply with the contract, for example, if the shipment is incomplete or damaged. If you accept such a damaged shipment from the carrier, it is necessary to describe the damage in the carrier’s delivery protocol. Incomplete or damaged shipments must be reported immediately by email to: [email protected] or [email protected], draw up a damage report with the carrier, and send it to us without undue delay by email.

Important notice: Please note that in the case of shipments returned to our company, they must not be sent cash on delivery or to pick-up points located near our company. In this case, they will be returned to the sender. According to the laws of the Czech Republic, the seller is obliged to refund the delivery costs only up to the amount corresponding to the cheapest offered method of delivery. The refund of postage costs will only be made in the case of a positively resolved complaint.

Send the goods for complaint clean and mechanically undamaged.

For more information, contact customer support at: [email protected]

cell.: +420 212 246 813

Send the claimed goods to the address:
MybestCare s.r.o.
Pod Kaplankou 483
Beroun 26601, Czech Republic

You can download it here Complaint form

According to the Sales Registration Act, the seller is obliged to issue a receipt to the buyer. At the same time, he is obliged to register the received sales with the tax administrator online; in the event of a technical failure, then within 48 hours at the latest.