Complaints and returns

COMPLAINTS AND RETURNS OF GOODS PURCHASED FROM THE E-SHOP
valid and effective from 1. 1. 2026

I. DEFINITION OF BASIC TERMS

1.1 The seller is the trading company Perdona!Home sro

1.2 A buyer is any visitor to the online store, regardless of whether they are acting as a consumer.
or as a businessman.

1.3 A consumer is a natural person who, when concluding and performing the contract, does not act within the scope of
your business or other entrepreneurial activity.

1.4 An entrepreneur is a buyer who is not a consumer. An entrepreneur is also considered to be any person who concludes contracts related to their own commercial, production or similar activities or in the independent performance of their profession, or a person who acts in the name or on behalf of an entrepreneur.

1.5 The goods are the goods presented in the e-shop www.perdonahome.cz.


II. WITHDRAWAL FROM THE PURCHASE CONTRACT

2.1 The consumer has the right, pursuant to the provisions of Section 1829 et seq. of the Civil Code, to withdraw from the contract without giving a reason within fourteen (14) days from receipt of the goods for which the purchase contract was concluded using means of distance communication (online store, email, telephone).

2.2 If the consumer wishes to withdraw from the contract within fourteen (14) days of receipt of the goods, in accordance with the previous paragraph, he/she shall send the seller a notice of withdrawal from the contract stating his/her name, surname, order number, refund account number, and numerical code of the returned goods to the seller's electronic address eshop@perdonahome.com or in writing to the address of the seller's registered office: Perdona!Home sro, Rybná 716/24, 110 00 Prague 1.

2.3 If the consumer withdraws from the contract without giving a reason, he is obliged to return the goods to the seller without undue delay at his own expense, but no later than fourteen (14) days from the withdrawal from the contract, to the seller's address: Perdona!Home sro, Rybná 716/24, 110 00 Prague 1.

2.4 In the event of exercising the right to withdraw from the contract without giving a reason within fourteen (14) days from the conclusion of the contract, the consumer must return to the seller (or supplier) everything he has acquired under the purchase contract. If this is no longer possible (e.g. the goods have been destroyed in the meantime), the consumer must provide monetary compensation as a countervalue for what can no longer be returned. If the returned goods are only partially damaged, the seller may exercise the right to compensation for damages against the consumer and offset his claim to the refunded purchase price. In such a case, the seller is obliged to prove the damage incurred. In such a case, the seller shall return to the consumer only the purchase price thus reduced.

2.5 The consumer acknowledges that, pursuant to the provisions of Section 1837 of the Civil Code, he cannot withdraw from the purchase contract in the cases specified here, especially in the case of the delivery of goods that have been modified according to the buyer's wishes or for his person (e.g. personalized goods, goods tailored to the customer, etc.) and goods in sealed packaging that the buyer has removed from the packaging and cannot be returned for hygiene reasons (e.g. sheets, blankets, etc.).

2.6 The consumer acknowledges that if the goods returned to the seller are damaged, worn out or customized, the seller is entitled to compensation for the damage incurred. The seller is entitled to unilaterally offset the claim for compensation for the damage incurred against the consumer's claim for a refund of the purchase price.

2.7 The Seller shall return to the Consumer all funds received in the same manner (as received) without undue delay, but no later than fourteen (14) days from the date of withdrawal from the contract, including the costs of delivery, which the Seller has accepted from the Consumer under the purchase contract. The Seller shall return to the Consumer any funds received in another manner only if the Consumer has agreed to this and if this does not entail any additional costs.

2.8 The seller is not obliged, pursuant to the provisions of Section 1832, paragraph 4 of the Civil Code, to return the received funds to the consumer before the consumer hands over the goods to him or proves that he has sent the goods to the seller.

2.9 In the event that the goods cannot be returned by regular mail due to their nature, the Buyer has the right to a refund only in the amount corresponding to the postage costs in the amount corresponding to the cheapest method of delivery of the goods offered by the Seller.

2.10 If the buyer withdraws from the purchase contract without authorization and nevertheless sends the goods to the seller, the goods will not be accepted, or will be sent back at the buyer's expense and, in the event of a proven return of an undeliverable shipment, destroyed by the seller without the buyer's right to a refund of the purchase price, to which the buyer hereby agrees.

2.11 If a gift is provided to the buyer together with the goods, the gift agreement between the seller and the buyer is concluded with a termination condition that if the buyer withdraws from the purchase agreement, the gift agreement regarding such a gift loses its effectiveness and the buyer is obliged to return the gift provided to the seller together with the goods, to which the buyer hereby agrees.


III. WITHDRAWAL FROM THE PURCHASE CONTRACT BY THE SELLER

3.1 If the seller is unable to deliver the ordered goods under the conditions agreed in the purchase contract, he reserves the right to withdraw from the purchase contract in such cases and the buyer hereby agrees to this procedure for such exceptional cases.

3.2 The Seller also has the right to withdraw from the purchase contract if there have been significant changes in the prices of the supplier of the ordered goods, if there have been significant changes in the prices of the transport of the goods, or if the Seller discovers that the goods were mistakenly offered at an incorrect price and the Buyer has not accepted the relevant change to the purchase contract, i.e. an increase in the price of the goods or an increase in transport costs, and the Buyer hereby agrees to this procedure for such cases.

3.3 The Buyer acknowledges that the Seller is entitled to withdraw from the purchase contract concluded with the Buyer, or not to conclude a contract with such Buyer at all, if the Buyer has materially breached any of his obligations in any of the previous contractual relationships with the Seller. A material breach of a previous contractual relationship is considered, for the purposes of withdrawal from the contract, to be conduct within the meaning of Section 2002(2) of the Civil Code.

3.4 If the Seller withdraws from the purchase contract, he is obliged to immediately inform the Buyer at the email address provided by the Buyer when placing the order. He is also obliged to refund the Buyer the full purchase price of the goods, if it has already been paid, or reduced in accordance with these Terms and Conditions.


IV. RIGHTS FROM DEFECTIVE PERFORMANCE

4.1 The rights and obligations of the contracting parties regarding rights arising from defective performance are governed by the relevant generally binding regulations (in particular the provisions of Sections 1914 to 1925, the provisions of Sections 2099 to 2117 and the provisions of Sections 2161 to 2174 of the Civil Code) and the Consumer Protection Act.

4.2 The consumer is entitled to exercise the right to a defect that occurs in consumer goods within the legally prescribed period, i.e. twenty-four (24) months from the date of receipt (hereinafter referred to as the “warranty period”). For a contracting party that is a legal or natural person doing business, the seller provides a warranty period of six (6) months.

4.3 The buyer does not have the right to claim for defective performance if the buyer knew before taking over the item that the item had a defect, or if the buyer caused the defect himself or a third party other than the seller caused it through no fault of his.

4.4 If a defect becomes apparent within six (6) months of receipt, the goods are deemed to have been defective at the time of receipt; after this six (6) month period has expired, the buyer must prove his claim that the defect already existed at the time of receipt.

4.5 The warranty period begins upon receipt of the goods by the consumer. The warranty period is extended by the period during which the goods were under warranty repair. The warranty applies to defects in the goods, it does not apply to products after their service life has expired or to wear and tear due to use. Depending on the nature of the defect, the consumer has the right to:

(a) if the defect is removable, to have the defect removed free of charge, properly and promptly. If this is not possible, the right to replace the defective goods or defective parts. If this is not possible, the right to a reasonable discount on the purchase price or to withdraw from the purchase contract;

(b) in the case of remediable defects occurring in large numbers at once (3 or more) or repeatedly (at least 3 times) and preventing the proper use of the goods, the right to exchange the defective goods. If exchange is not possible, the consumer has the right to withdraw from the purchase contract;

(c) if the defect is irremovable and prevents the proper use of the goods, the right to exchange the defective goods. If exchange is not possible, the consumer has the right to withdraw from the purchase contract;

(d) if the goods sold at a lower price (at a discount) have a defect for which the seller is responsible, the consumer has the right to a reasonable discount instead of the right to exchange the goods.

4.6 When making a complaint about a defect, the buyer is obliged to prove the conclusion of the purchase contract, in particular to submit a confirmation of purchase (invoice with the order number made by means of distance communication).

4.7 The deadline for settling a complaint, including the removal of the defect, is thirty (30) days from the date of filing the complaint. The Seller is entitled to agree with the Consumer to extend this deadline. In the event that the maximum deadline for settling a complaint is exceeded, the Consumer is entitled to exchange the goods for new ones. If exchange is not possible, he has the right to withdraw from the purchase contract.

4.8 The consumer has the right to make a complaint about the shipment, i.e. damage or other irregularities during transportation and delivery, immediately after receipt from the carrier and notify the seller without delay.

4.9 In the event of a complaint, the consumer has the right to reimbursement of the necessary costs incurred in connection with the complaint (shipping, postage, etc. in the necessary amount), the entrepreneur always pays the transportation costs in full.

4.10 Procedure for making a complaint about goods ordered in the e-shop:

(a) the buyer is obliged to inform the seller about the complaint by email: eshop@perdonahome.com;

(b) then send a shipment with a copy of the purchase confirmation to the address of the seller's registered office: Perdona!Home sro, Rybná 716/24, 110 00 Prague 1. In the interest of quick processing, the seller recommends that the buyer send the goods by registered mail with a copy of the purchase receipt, a specification of the defect and a proposal for the desired method of handling the complaint;

(c) the seller does not accept the claimed goods sent on delivery;

(d) the seller recommends that the buyer insure the goods being shipped;

(e) the seller will return the funds to the consumer in the agreed manner (usually to a bank account)

(f) If the buyer does not collect the claimed goods within the period set by the seller, the seller is entitled to charge a storage fee of 10 CZK / 1 day or sell the goods on the buyer's account. The operator must notify the buyer of this procedure in advance and provide him with a reasonable additional period to take over the goods.


V. FINAL PROVISIONS

5.1 If the relationship established by the purchase contract contains an international (foreign) element, then the parties agree that the relationship is governed by Czech law. This does not affect the consumer's rights arising from generally binding legal regulations.

5.2 If any provision of the Terms and Conditions is or becomes invalid or ineffective, the invalid provision shall be replaced by a provision whose meaning comes as close as possible to the invalid provision. The invalidity or ineffectiveness of one provision shall not affect the validity of the other provisions.

5.3 The Seller may amend or supplement the text of the GTC. The amended terms and conditions shall be effective on the date of their publication. The rights and obligations of the Seller and the Buyer arising before the date of entry into force of the new text of the terms and conditions shall not be affected by the amendment.

5.4 If a consumer dispute arises between the seller and the consumer, the consumer has the right to an out-of-court settlement. The subject of the out-of-court settlement pursuant to Act No. 634/1992 Coll., on Consumer Protection, is the Czech Trade Inspection Authority. All details of the out-of-court settlement are provided on the website of the Czech Trade Inspection Authority www.coi.cz.