COMPLAINTS PROCEDURE

Complaints Procedure

Patrik Oborný (Hunter-deco) Company ID: 07798601 Zbýšov 176, 683 52 Křenovice, Czech Republic info@hunter-deco.cz | +420 778 797 319 | www.hunter-deco.cz

I. Introductory Provisions

1. This Complaints Procedure has been drawn up in accordance with Act No. 89/2012 Coll., the Civil Code, as amended (hereinafter the "Civil Code"), and Act No. 634/1992 Coll., on Consumer Protection, as amended, and applies to goods purchased through the online shop at www.hunter-deco.cz.

2. This Complaints Procedure forms an integral part of the Seller's General Terms and Conditions. By concluding a purchase contract, the Buyer confirms that they have read and agree to this Complaints Procedure.

3. As proof of warranty, the Seller issues a proof of purchase (invoice) for each item purchased, containing all statutory details required for making a warranty claim.

II. Seller's Liability for Defects

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

a) conform to the agreed description, type and quantity, as well as quality, functionality, compatibility, interoperability and other agreed characteristics,
b) are fit for the purpose for which the Buyer requires them and to which the Seller has agreed,
c) are delivered with the agreed accessories and instructions for use, including assembly or installation instructions.

2. In addition to the agreed characteristics, the Seller also warrants that the goods:

a) are fit for the purpose for which goods of that type are normally used,
b) in terms of quantity, quality and other characteristics, correspond to the usual characteristics of goods of the same type that the Buyer may reasonably expect,
c) are delivered with accessories, including packaging and instructions for use, that the Buyer may reasonably expect,
d) correspond in quality or workmanship to the sample or model provided by the Seller to the Buyer before the conclusion of the contract.

III. Warranty Period

1. The Buyer may report a defect that manifests itself on the goods within 24 months of receipt.

2. If a defect manifests itself within 12 months of receipt, it is presumed that the goods were defective at the time of receipt, unless the nature of the goods or the defect precludes this. This presumption facilitates the Buyer's exercise of rights arising from defective performance.

3. For used goods, the warranty period may be reduced to 12 months, provided this reduction is expressly stated in the product description and in the purchase contract.

4. The warranty period does not run during the time the Buyer cannot use the goods if they have legitimately reported the defect.

5. The warranty period is extended by the duration of any warranty repair.

IV. Rights Arising from Defective Performance

4.1 When the Buyer Has No Right Arising from Defects

The Buyer has no right arising from defective performance if:

a) the Buyer caused the defect themselves,
b) the Buyer knew before receipt that the goods had a defect and accepted them nonetheless,
c) it is wear and tear caused by normal use,
d) it is a defect for which a reduced price was agreed,
e) it is used goods and the defect corresponds to the degree of use or wear upon receipt,
f) the defect was caused by improper installation, handling, operation or use contrary to the instructions for use,
g) the defect was caused by damage due to excessive loading or use contrary to the conditions stated in the documentation,
h) the defect was caused by a natural disaster or other external event beyond the Seller's control.

4.2 Hierarchy of the Buyer's Remedies

Primary remedies – removal of defect:

If the goods are defective, the Buyer may request that the defect be remedied. At their choice, the Buyer may request:

a) repair of the goods, or
b) replacement with new defect-free goods (exchange),

unless the chosen remedy is impossible or disproportionately costly compared to the other.

Secondary remedies – price reduction or withdrawal:

The Buyer may request a reasonable price reduction or withdraw from the contract if:

a) the Seller has refused to remedy the defect or has not done so within a reasonable time,
b) the defect recurs,
c) the defect constitutes a material breach of the contract,
d) it is apparent from the Seller's statement or from the circumstances that the defect will not be remedied within a reasonable time or without significant inconvenience to the Buyer.

The Buyer may not withdraw from the contract if the defect is insignificant. It is presumed that the defect is not insignificant.

V. Complaints Procedure

1. How to submit a complaint:

A complaint may be submitted:

by e-mail to: info@hunter-deco.cz
in writing to: Zbýšov 176, 683 52 Křenovice, Czech Republic
in person at the Seller's premises

2. Required information:

When submitting a complaint, the Buyer must provide the Seller with:

identification of the Buyer (name, surname, address, e-mail, telephone),
order or invoice number,
description of the goods being complained about,
description of the defect – how the defect manifests itself,
when the defect was discovered,
the remedy (right) the Buyer is claiming – repair / replacement / price reduction / withdrawal,
preferred method of resolution and contact details.

3. Supporting documents:

It is advisable to include with the complaint:

proof of purchase (invoice or other document proving the purchase from the Seller),
photographic documentation of the defect (especially when sending goods by post),
the defective goods (if sent by post, they must be properly packaged).

4. Acknowledgement of receipt:

The Seller is obliged to issue the Buyer, without undue delay and no later than 5 working days, with written confirmation stating:

when the Buyer submitted the complaint,
the content of the complaint,
the remedy the Buyer is requesting.

VI. Time Limits for Handling Complaints

1. The complaint, including removal of the defect, must be resolved without undue delay, no later than 30 days from the date the complaint is submitted, unless the Seller and the Buyer agree on a longer period.

2. The expiry of the 30-day period without resolution is considered a material breach of the contract and the Buyer has the right to:

withdraw from the purchase contract, or
request a reasonable price reduction.

3. The moment of submitting a complaint is the moment when the Buyer's declaration of intent (exercise of the right arising from defective performance) reaches the Seller.

4. After the complaint has been resolved, the Seller will inform the Buyer of the outcome:

by e-mail or in writing,
and will issue a confirmation of the date and method of resolution, or a written statement of reasons for rejecting the complaint.

VII. Sending Goods for Complaint

1. If the Buyer sends defective goods to the Seller by post or courier, they must:

package the goods properly to prevent damage during transport,
label the package as "COMPLAINT",
include a covering letter describing the defect and the remedy being claimed,
include a copy of the proof of purchase.

2. The Seller does not accept cash on delivery shipments. Such shipments will be refused.

3. The cost of shipping the defective goods to the Seller is borne by the Buyer. The cost of shipping the repaired or replaced goods back to the Buyer is borne by the Seller.

4. In the case of a justified complaint, the Buyer is entitled to reimbursement of reasonably incurred costs associated with making the complaint (in particular postage).

VIII. Warranty Repair

1. The Seller or an authorised service partner will carry out the warranty repair without undue delay.

2. Upon handover of the goods for warranty repair and upon completion of the repair, the Seller will issue the Buyer with written confirmation stating:

the date the goods were received for repair,
the description of the defect,
the method of repair,
the date the repaired goods were returned.

3. Warranty repair is free of charge for the Buyer.

IX. Out-of-Court Dispute Resolution

1. If the Buyer is not satisfied with the handling of their complaint or believes their rights have been infringed, they may contact the Seller with a request for remedy.

2. If the Seller does not respond to the request within 30 days or responds with a rejection, the Buyer has the right to submit a proposal for out-of-court dispute resolution to:

Czech Trade Inspection Authority Central Inspectorate – ADR Department Štěpánská 44, 110 00 Prague 1, Czech Republic E-mail: adr@coi.cz Website: https://adr.coi.cz

3. The Buyer may also contact the European Consumer Centre Czech Republic at: https://www.evropskyspotrebitel.cz

Date: 5.6.2026 Signature: Patrik Oborný

COMPLAINTS PROCEDURE