Complaints Procedure
1. Basic provisions
1.1 This Complaints Procedure is part of the Terms and Conditions and regulates the rights and obligations of the parties in the event that the delivered goods are defective. The rights arising from defective performance (claims) are governed by the relevant legal regulations of the Czech Republic, in particular the provisions of Sections 1914 to 1925, 2099 to 2112 and 2158 to 2173 of the Civil Code and Act No. 634/1992 Coll., on Consumer Protection.
1.2 The Buyer shall have the right to make a claim for defective goods in accordance with this Complaints Procedure.
2. Warranty and Claims
2.1 We provide a statutory warranty period of 24 months from the date of receipt of the goods for all goods, unless otherwise stated.
2.2 The warranty does not cover wear and tear caused by normal use or defects caused by misuse, failure to follow maintenance instructions, mechanical damage or exposure to extreme conditions.
3. Procedure for exchanging goods
3.1 If you wish to exchange for a different size, colour or model, please contact us by email at info@lapaya.cz indicating the order number and the goods requested for exchange.
3.2 Goods must be undamaged, unused and with original tags and packaging. Goods can be exchanged within 14 days of receipt of shipment.
3.3 The cost of returning the goods is borne by you, the customer. The cost of sending the new goods is borne by us.
3.4 Once we receive the returned goods, we will inform you and send you the requested replacement as soon as possible.
4. Complaint procedure
4.1 If the goods are defective, the buyer has the right to claim. Complaints can be made via email to info@lapaya.cz.
4.2 When making a claim, the buyer is obliged to attach a proof of purchase (invoice), a completed claim form and, if possible, photo documentation of the defect in the product to the email.
4.3 If the buyer sends photo documentation of the defect and the claim is approved, we will cover the shipping costs of the claimed goods.
4.4 If the buyer does not send photo documentation, he can send the goods to our address. Upon delivery of the goods to us, we will carry out an inspection and then inform you by e-mail whether the claim is accepted as justified.
4.5 The goods must be returned clean, including all accessories, and preferably in their original packaging.
5. Complaint handling
5.1 Upon receipt of an email with the necessary documents and, if applicable, photo documentation or upon delivery of the goods to the given address, we will inform you of the approval of the claim within 3 working days at the latest.
5.2 If you receive approval of the claim and have also provided photo documentation of the defect, we will send you a code for shipping via Zásilkovna. In this case, we will cover all shipping costs.
5.3 If we accept the claim as unjustified, the goods will subsequently be returned to you.
5.4 Complaints will be settled within 30 calendar days of their submission, unless otherwise agreed.
5.5 If the complaint is accepted as justified, you have the right to have the goods repaired, replaced, a discount on the purchase price or to withdraw from the contract and receive a refund.
5.6 If the claim is found to be unjustified, the goods will be returned to the buyer at his expense.
5.7 The Seller is obliged to issue the Buyer with a written confirmation of the application and settlement of the claim, including information about the repair and its time, or the reasons for rejecting the claim.
6.Addresses for returning or claiming goods
6.1 In case of any need for transport, everything will be done through the Mailroom service. Enter the following information in the app or when submitting your shipment:
- Name: LaPaya s.r.o.
- Tel.: +420 *****
- E-mail: info@lapaya.cz
- Address for sending back to the seller: Cukrárna Vanilka, Drnovice 321, 683 04, Drnovice
- Odkaz na pobočku
7. Withdrawal from the contract and return of goods
7.1 The buyer has the right to withdraw from the contract within 14 days of receipt of the goods without giving any reason. The goods must be returned unused, in their original condition and with all accessories.
7.2 The cost of returning the goods is borne by the buyer, unless it is a legitimate complaint.
8. Final provisions
8.1 This Complaints Procedure is an integral part of the terms and conditions of our e-shop.
8.2 This Complaint Procedure comes into force on 1.9.2024.