The Complaints Procedure is an integral part of the General Terms and Conditions of the company doubleshot s.r.o., with its registered office at Těně 15, 338 45 Strašice, identification number: 29105170, entered in the Commercial Register kept by the Municipal Court in Pilsen, Section C, Insert 25039 (hereinafter referred to as the "Seller"), and describes the procedure for approaching complaints about goods purchased from the Seller.

The Buyer is obliged to familiarize himself with the Complaints Procedure and the General Terms and Conditions (hereinafter referred to as the "Terms and Conditions") before ordering the goods. At the same time, the buyer acknowledges that he is obliged to provide the seller with the necessary cooperation necessary for the settlement of the complaint, otherwise the deadlines are extended accordingly by the time in which the buyer did not provide the required cooperation.

By concluding the purchase contract and taking over the goods from the seller, the buyer agrees to these Complaints Procedures.

The definitions of terms contained in these Complaints Procedures take precedence over the definitions in the terms and conditions. If these Complaints Procedures do not define a term, it is understood in the meaning in which it is defined in the terms and conditions. If it is not defined there either, it is understood in the meaning in which it is used by legal regulations.

As a proof of warranty, the seller issues a proof of purchase (invoice - tax document) with the legally specified data required for the warranty claim for each purchased item.

The period for exercising rights from defective performance begins on the day the buyer takes over the goods, i.e. the date stated on the proof of purchase.

The period is:

• for new (including unpacked) goods, 24 months;
• for used goods, 12 months (used goods are goods that are used or serviced without defects, and the completeness of the packaging does not prevent the full use of the product).

For consumer goods, the buyer is entitled to exercise the right from a defect within twenty-four (24) months, however, if there is no expiration date stated on the goods, in such a In this case, the period is shortened only to the date indicated on the packaging of the goods.

For the buyer entrepreneur, the period for exercising rights from defective performance may be regulated differently, if this is explicitly stated for the given type of goods, the period thus stated takes precedence. (if it is intended for business activities, a claim for a defect discovered upon receipt may be made. This does not apply to non-business organizations, e.g. foundations, associations, schools, churches, etc., or if the goods are not used for business activities.)

The period ends on the day that coincides in numerical terms with the day it began and the appropriate number of months later.

Rights from liability for defects in goods for which a quality guarantee applies shall lapse if they have not been exercised within the specified period.

In the event of a claim being settled by exchanging goods, a new period does not run; the period starting on the day the goods were received by the buyer is decisive.

The seller is responsible to the buyer that the item is free of defects upon receipt. In particular, the seller is responsible to the buyer that at the time the buyer took over the item,

• the item has the properties that the parties agreed upon, and in the absence of such an agreement, the properties that the seller or the manufacturer described or that the buyer expected with regard to the nature of the goods and on the basis of the advertising carried out by them.
• the item is suitable for the purpose that the seller states for its use or for which an item of this type is usually used.
• the item is in an appropriate quantity, measure or weight.
• the item complies with the requirements of legal regulations.

If a defect becomes apparent within six months of acceptance, it is assumed that the item was defective when the buyer took it over, unless the seller proves otherwise.

When personally receiving the goods from the seller, the buyer checks the goods being received, their completeness and the integrity of the packaging.

When receiving the goods from the carrier, the buyer properly and carefully checks the condition of the shipment (especially the number of packages, the integrity of the company tape with the logo, the integrity or damage to the packaging).

On the day of receipt, the buyer also checks the completeness of the goods, especially that the package contains everything it is supposed to contain.

All discrepancies must be reported to the seller upon personal receipt on site, when receiving the goods from the carrier, they must be noted in the carrier's handover report or the buyer may refuse to accept the shipment, or it is always possible to report it to the e-mail info@doubleshot.cz, or via the contact form. Furthermore, in the event of acceptance from the carrier, the seller recommends attaching photo documentation of the damage and packaging.

These provisions do not affect the statutory period for exercising rights from defective performance. An additional complaint about incompleteness or external damage to the shipment does not deprive the buyer of the right to complain, but gives the seller the opportunity to prove that there is no conflict with the purchase contract.

Before sending the goods, we recommend that you make sure that the goods are within the statutory warranty period, i.e. the period of 24 months from the receipt of the goods, or the shelf life indicated on the packaging, has not expired.

The buyer can submit a complaint in person at the seller's premises at Dehtáry 37, 250 91 Zeleneč v Čechách, or send a complaint to the address of this premises. The shipment must contain the goods complained about. The seller also recommends attaching a copy of the proof of purchase or other suitable means of proving the warranty of the goods, a detailed description of the defect and sufficient contact details of the buyer (especially the return address and phone number). Without the above, it is impossible to identify the origin and defect of the goods.

Warning - do not send the shipment by cash on delivery. Goods sent by cash on delivery will not be accepted.

The seller also recommends choosing the desired method of handling the complaint (repair, exchange, credit note). The buyer cannot subsequently change the choice made without the seller's consent. However, this does not apply if the buyer requested the repair of an item that turns out to be irreparable or not repaired in time.

The seller will issue the buyer with a written confirmation of when the complaint was filed, what its content is, what method of handling the complaint is requested, by email immediately after receiving the complaint; in the case of a personal claim, it is forwarded immediately.

The buyer is aware that if the claimed goods, including all received accessories, are not delivered, then in the event of the buyer withdrawing from the contract, the purchase price will be refunded to the buyer, reduced by the price of the undelivered accessories.

By breaking the protective seal, information sticker or serial number, the buyer runs the risk of having the complaint rejected, unless the damage occurs during normal use. Seals and serial numbers are an integral part of the goods and do not limit the customer's right to use and handle the goods to the full extent of what the goods are intended for.

Furthermore, the warranty does not apply to damage caused (if such activity is not a usual activity and is not prohibited in the attached instructions for use):

• mechanical damage to the goods,
• electrical overvoltage (visible burnt components or printed circuits) with the exception of normal deviations,
• using the goods in conditions that do not correspond to the temperature, dustiness, humidity, chemical and mechanical influences of the environment that is directly intended by the seller or manufacturer,
• unprofessional installation, handling, operation, or neglect of care for the goods,
• damage caused by excessive loading or use contrary to the conditions specified in the documentation or general principles,
• unqualified intervention or change of parameters,
• goods that have been modified by the customer (painting, bending, etc.), if the defect arose as a result of this modification,
• damage by natural elements or force majeure,
• use of incorrect or defective software,
• use of incorrect or non-original consumables, nor for any damage resulting therefrom, if such use is not usual and has not been excluded in the enclosed instructions for use.

In accordance with the provisions of Section 2, paragraph 1, letter a) of Act No. 634/1992 Coll., on Consumer Protection, as amended, a consumer is a natural person who is not acting within the scope of his business activity or within the scope of the independent exercise of his profession.

If the buyer is a consumer, the seller will decide on the complaint immediately, in complex cases within three working days. This period does not include the time appropriate to the type of product or service required for a professional assessment of the defect.

The seller will handle the complaint, including the removal of the defect, without undue delay, no later than 30 days from the date of filing the complaint. The 30-day period may be extended after filing the complaint by agreement with the consumer - such an extension may not be for an indefinite or unreasonably long period. After the expiry of the period or extended period, it is considered that the defect in the item actually existed and the consumer has the same rights as if it were a defect that cannot be removed.

If the buyer is a business entity, the seller undertakes to decide on the complaint within 40 days from the date of the complaint. The buyer-business will be informed of this decision by contact email.

The seller will issue the buyer with a written confirmation of the date and method of handling the complaint, including confirmation of the repair and the duration of the complaint, or the justification for rejecting the complaint. After handling the complaint, the seller will notify the buyer of the termination of the complaint either by telephone or e-mail. If the goods were sent by a shipping service, they will be automatically sent to the buyer's address after handling.

After handling an acknowledged complaint by repair or replacement, the device warranty is extended by the duration of the complaint. The duration of the complaint is calculated from the day following its application to the day on which the buyer was informed of the handling.

The buyer has the right to reimbursement of the costs reasonably incurred in connection with the application of a justified complaint. These costs are understood as the least necessary. In particular, this concerns the postage for sending the complaint. These costs may not include travel by car to file a complaint, express shipping, and other similar costs. Reimbursement of costs must be requested without undue delay, but no later than 1 month from the end of the period for exercising rights from defective performance.

The buyer is obliged to check the goods received and their compliance with the complaint delivery protocol. The buyer will also check the completeness of the goods, in particular that the packaging contains everything it is supposed to contain. Later objections will not be taken into account.

These provisions do not affect the statutory period for exercising rights from defective performance.

The buyer is obliged to accept the complaint without undue delay within 30 days from the date on which he was informed of its settlement; this period cannot expire earlier than 60 days from the date of filing the complaint.

In the event that the complaint is not accepted by the buyer no later than the last day of the period, the seller will be charged a storage fee for storing the goods after its futile expiration in the amount of CZK 20 including VAT for each day of delay.

If the buyer does not collect the goods from the settled complaint within 6 months from the date on which he was informed of the settlement, the seller reserves the right to sell the goods and use the proceeds to pay the storage fee.

When issuing the goods or paying the credit note in cash after the complaint has been settled, the buyer is obliged to present a document on the basis of which the item was accepted for complaint and must prove his identity with a valid identity document (ID card, passport), in order to prevent damage and prevent the legalization of proceeds from crime. Without presenting any of these documents, the seller may refuse to issue the goods or pay the credit note. If the buyer is a legal entity, then the goods will be issued or the credit note will be paid only to the statutory body of the legal entity or to a person who presents a verified power of attorney.

If the subject of the purchase is a consumable or if this material is part of the purchased goods, the service life is used instead of the quality guarantee. The service life can be stated in time, in the time of the goods or in the number of uses, or otherwise similarly specified. More than one of these service lives can be stated for the goods. In order to successfully claim a claim, all the stated conditions must be met.

The buyer's right to claim the goods within the statutory warranty period is not affected. However, the buyer must take into account the above-mentioned facts, as the guarantee does not apply to wear and tear caused by normal use of the item and cannot be confused with the service life of the product. The service life of the goods represents the susceptibility to wear and tear caused by normal use. If you use (not own) the goods for longer than the usual service life, it is likely that the defect is a result of normal wear and tear, but it is not excluded that it is actually a warranty defect.

The seller is obliged to indicate the service life on the offered goods, otherwise he is not able to invoke this service life.

The buyer's rights arising from the law are not affected by these Complaints Procedures.