Returns and Complaints Policy

COMPLAINTS POLICY

of the company
Simplin Home s.r.o.,
Bělehradská 858/23, 120 00 Prague 2 – Vinohrady
Company ID No.: 09624244
registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, File No. C 339149/MSPH
(hereinafter referred to as the “Seller”)

General Provisions

The purpose of this Complaints Policy is to provide the Buyer, who is a natural person not acting within the scope of their business activity (hereinafter referred to as the “Buyer” or “Consumer”), with basic information regarding the scope, conditions and method of exercising rights arising from defective performance (hereinafter referred to as a “Complaint”), including information on where a complaint may be submitted and the rights arising therefrom, in accordance with Sections 2158 et seq. of Act No. 89/2012 Coll., the Civil Code, as amended (hereinafter the “Civil Code”), and Section 13 of Act No. 634/1992 Coll., on Consumer Protection, as amended (hereinafter the “Consumer Protection Act”).

This Complaints Policy forms an integral part of the General Terms and Conditions (“GTC”). By concluding a purchase agreement, the Buyer confirms that they have read and agree to the GTC and this Complaints Policy.

Where terms are defined in this Complaints Policy, such definitions shall prevail over definitions contained in the GTC. If a term is not defined herein, it shall have the meaning assigned in the GTC or, if not defined there, the meaning given under applicable legislation.

Customers of the SIMPLIN HOME s.r.o. online store are either:

a Consumer within the meaning of Section 2(1)(a) of the Consumer Protection Act; or
an Entrepreneur acting within the scope of their business activity.

Both are collectively referred to as the “Buyer”.

The Seller acts within the scope of its business activity when concluding and performing purchase agreements.

Seller’s Liability

The Seller is liable to the Buyer for ensuring that the Goods are free from defects upon receipt. In particular, the Seller warrants that the Goods:

possess the agreed characteristics or, if not agreed, such characteristics as described by the Seller or manufacturer or reasonably expected by the Buyer;
are fit for the purpose stated by the Seller or for which goods of that type are normally used;
correspond in quality or design to any agreed sample or model;
are delivered in the appropriate quantity, measure or weight;
comply with applicable legal requirements.

A tax document (invoice) is issued for the Goods. Where a warranty certificate is not issued, the invoice serves as proof for complaint purposes.

Rights Arising from Defective Performance

Upon personal collection, the risk of damage passes to the Buyer at the moment of receipt.

Visible transport damage must be reported immediately to the carrier and recorded in the delivery protocol. The Buyer is not obliged to accept visibly damaged goods and must inform the Seller without undue delay.

The Consumer may submit a complaint in person at any Seller’s branch or send the Goods to:

SIMPLIN HOME s.r.o.
Šatrova 808/16
142 00 Prague 4
Czech Republic

If a defect appears within 12 months of receipt, it is presumed that the defect existed at the time of receipt unless proven otherwise.

The Consumer may exercise rights from defects within 24 months of receipt.
For Entrepreneurs, the warranty period is 12 months.

The warranty period begins upon receipt and is extended by the duration of repair.

Exclusions from Liability

The Seller is not liable for defects caused by:

mechanical damage;
unauthorized interference;
improper use contrary to instructions;
improper storage;
electrical surges;
environmental influences inconsistent with product specifications;
removal or damage of seals (if applicable);
normal wear and tear.

Wear and tear caused by ordinary use is not considered a defect.

Free gifts provided with goods are not covered beyond statutory rights.

Exercising a Complaint

The Consumer may request:

repair;
replacement;
reasonable price reduction;
withdrawal from the contract (in statutory cases).

Repeated occurrence of the same defect after at least two prior repairs or multiple different defects may constitute substantial breach of contract.

The Buyer must provide proof of purchase.

The Seller may refuse to accept goods for complaint if they are:

contaminated;
not hygienically safe;
containing hazardous substances (e.g. fuel, oil).

Handling of Complaints

The Seller will decide on a complaint immediately where possible, otherwise within three (3) business days.

The complaint, including removal of the defect, must be resolved without undue delay, no later than 30 days from submission, unless agreed otherwise.

If not resolved within 30 days, the Consumer has rights as in the case of substantial breach of contract.

The Consumer may request reimbursement of reasonably incurred costs related to the complaint.

Collection After Warranty Repair

The Seller will inform the Buyer by SMS, email or phone when the complaint has been resolved.

The Buyer must collect the goods without undue delay.

If the Buyer fails to collect the goods within:

2 months – storage fee of CZK 50 incl. VAT per commenced day may be charged;
6 months – the Seller reserves the right to sell the goods pursuant to Section 2428 of the Civil Code and deduct storage and sale costs from the proceeds.

This Complaints Policy becomes valid and effective as of 16 April 2025.

The Seller reserves the right to amend this Complaints Policy.