Complaints and returns

This complaint procedure applies to the sale of goods by Gamer Forge s.r.o. ID: 19410166 (hereinafter referred to as the "seller").

Method of making a complaint

1. The buyer's rights from defective performance (hereinafter referred to as "complaint") must be exercised in accordance with this complaint regulation.
2. When making a claim, the buyer is obliged to document the date of purchase of the goods, in particular by presenting the relevant tax document and/or warranty card, or in another plausible way.
3. The buyer does not have the right to make a claim for a defect that has already been pointed out in the past, if a reasonable discount from the purchase price of the goods was provided for it.
4. according to § 1837 letter d) the consumer cannot withdraw from the contract if the goods have been modified according to the wishes of the consumer or for his person.
5. Goods can also be claimed by sending them to the address of the establishment - Gamer Forge s.r.o. ID number: 19410166. The goods must be properly prepared for dispatch and at the same time an electronically filled out claim form must be sent to the e-mail address info@playmat.cz

Deadlines for claiming and handling complaints

1. If the seller has provided a quality guarantee beyond the scope of legal obligations (especially the legal deadline), its application is governed by this complaint procedure, unless the warranty certificate or the contract stipulates otherwise.
2. The deadline for making a claim begins on the day the buyer takes over the goods, which is stated in the tax document or on the warranty card or other such document.
3. The warranty period for consumers is 24 months for new goods.
4. The buyer is obliged to complain about the goods without undue delay after discovering that the goods are defective. The seller is not responsible for increasing the extent of damage if the buyer uses the goods, although he knows about the defect.
5. If the buyer makes a valid complaint about the goods, the period for complaints does not run for the period during which the goods are being repaired, and the buyer cannot use them.
6. The seller is obliged to decide on the complaint immediately, in more complex cases within 5 working days. This period does not include the time required for a professional assessment of the defect. The seller is obliged to issue a written confirmation to the buyer, which will state the date and place of the claim, the characteristics of the alleged defect, the required method of settlement of the claim and the way in which the buyer will be informed about its settlement. The complaint, including the removal of the defect, must be handled without undue delay, no later than 30 days from the date of the complaint, unless the seller and the buyer agree on a longer period. Missing this deadline is considered a material breach of contract. The seller is obliged to confirm in writing to the buyer the method of settlement of the complaint and its duration. The buyer is not entitled to change the once-selected method of settlement of the complaint without the consent of the seller, except in situations where the chosen method of settlement cannot be carried out at all or in time.
7. If the complaint is recognized as justified, the buyer has the right to reimbursement of the costs incurred in connection with the application of the complaint.
8. If the complaint is resolved by exchanging the goods, a new period for exercising rights from defective performance does not run, but the term of the claimed goods continues to run.

Exclusions from liability for defects

1. The seller is not responsible for product defects in the following cases:
2. if there is a defect in the goods at the time of acceptance and a discount from the purchase price is agreed for such a defect.
3. is caused by the buyer and was caused by improper use, storage, improper maintenance, intervention by the buyer or mechanical damage to the goods.
4. the defect in the goods was caused by wear and tear caused by normal use or if this results from the nature of the item.
5. if the goods are used and the defect corresponds to the level of use or wear and tear the goods had at the time the goods were received by the buyer.
6. mechanical damage to the goods.
7. the defect was caused by unprofessional installation, handling, service or neglect of the care of the goods.
8. performing unqualified intervention or changing parameters.
9. using the goods in conditions that do not correspond to the temperature, dustiness, humidity, chemical and mechanical effects of the environment specified by the seller or manufacturer
10. damage due to force majeure

Final Provisions

1. In relation to the fulfillment of the obligation according to §14 of Act No. 634/1992 Coll. the seller informs the buyer about the possibility of using the Czech Commercial Inspection (www.coi.cz), which is a notified entity for the out-of-court resolution of consumer disputes on the list of the European Commission, for possible out-of-court settlement of consumer disputes.

Efficiency

This complaint regulation takes effect on March 1, 2023.