Complaints and Returns

**PROCEDURE FOR COMPLAINTS OR RETURNS**
If the purchased goods do not suit you and were not personalized, you have 14 days from receipt of the goods to file a complaint or return them.

1. Print the **Complaints Policy**
2. Fill in the form, sign it, and include it in the package
3. Send the goods together with the form to the address:
Flagship s.r.o,
Mladoboleslavská 1116,
Praha 19, 19700

Customer support - tel: +420 721 049 895
Returns/exchanges, warehouse - tel: +420 732 460 821
4. As soon as we receive the package, we will review the complaint and inform you about the complaint no later than within 30 days in accordance with the statutory period.

**COMPLAINTS POLICY OF THE SAY NO MORE E-SHOP**
This complaints policy applies to the online sale of goods by Barbora Lukašević, Company ID: 03444708, with registered office at Černokostelecká 2016/85, Prague, 10000 (hereinafter the “Seller”).
**1. Quality Guarantee**
1.1. The Seller is liable to the Buyer that the item has no defects upon takeover. In particular, the Seller is liable to the Buyer that at the time the Buyer took over the item:
1.1.1. the item has the properties agreed by the parties, and if no agreement exists, then such properties
as the Seller or manufacturer described or as the Buyer expected with regard to the nature of the goods and on the basis of the Seller’s and/or manufacturer’s advertising;
1.1.2. the item is suitable for the purpose for which the Seller states it is to be used or for which an item of this kind is usually used;
1.1.3. the item is suitable for the purpose for which the Seller states it is to be used or for which an item of this kind is usually used;
1.1.4. the item is in the appropriate quantity, measure, or weight;
1.1.5. the item complies with the requirements of legal regulations.
1.2. Upon receipt from the carrier, the Buyer is obliged to properly check the condition of the received goods, their completeness and the integrity of the packaging according to the delivery note.
**2. Method of Filing a Complaint**
2.1. The Buyer’s rights arising from defective performance (hereinafter the “complaint”) must be exercised in accordance with this complaints policy.
2.2. The Buyer has the right to file a complaint with the Seller.

2.3. Address for handling complaints: Flagship s.r.o, Mladoboleslavská 1116, Praha 19, 19700
2.4. When filing a complaint, the Buyer is obliged to document the date of purchase of the goods, in particular by presenting the relevant tax document and/or warranty certificate, or in another credible manner.
2.5. The Buyer is not entitled to file a complaint about a defect that has already been claimed in the past if an adequate discount on the purchase price of the goods was provided for that defect.
**3. Time Limits for Filing and Handling Complaints**
3.1. If the Seller has provided a quality guarantee beyond statutory obligations (in particular statutory time limits), its application is governed by this complaints policy unless the warranty certificate or contract provides otherwise.
3.2. The period for filing a complaint starts on the day the goods are taken over by the Buyer, which is stated on the tax document or on the warranty certificate or another such document.
3.3. The warranty period for consumers for new goods is 24 months.
3.4. The Buyer is obliged to complain about the goods without undue delay after discovering that the goods are defective. The Seller is not liable for an increase in the extent of damage if the Buyer continues to use the goods despite knowing about the defect.
3.5. If the Buyer legitimately complains about the goods, the period for complaints does not run for the time during which the goods are being repaired and the Buyer cannot use them.
3.6. The Seller is obliged to decide on the complaint within 30 days. The time necessary for expert assessment of the defect is not included in this period. The complaint, including the removal of the defect, must be handled without undue delay, no later than 30 days from the date the complaint is filed, unless the Seller and the Buyer agree on a longer period. The Buyer is not entitled, without the Seller’s consent, to change the chosen method of handling the complaint, except in a situation where the chosen method cannot be implemented at all or in time.
3.7. If the complaint is recognized as justified, the Buyer has the right to reimbursement of the reasonably incurred costs associated with filing the complaint.
3.8. In the event the complaint is resolved by replacing the goods, a new period for exercising rights from defective performance does not begin, but the period of the originally complained-of goods continues.
**4. Exclusions from Liability for Defects**
4.1. The Seller is not liable for defects in the following cases:
4.1.1. if the defect existed on the goods at the time of takeover and a discount on the purchase price was agreed for such defect;
4.1.2. it was caused by the Buyer and arose from improper use, storage, improper maintenance, the Buyer’s interference, or mechanical damage to the goods;
4.1.3. the defect arose from wear and tear caused by normal use or if this follows from the nature of the item;
4.1.4. in the case of used goods, if the defect corresponds to the degree of use or wear that the goods had at the time the Buyer took them over;
4.1.5. mechanical damage to the goods;
4.1.6. the defect arose from unprofessional installation, handling, operation, or neglect of care for the goods;
4.1.7. carrying out an unqualified intervention or change of parameters;
4.1.8. use of the goods in conditions that do not correspond, in terms of temperature, dustiness, humidity, chemical and mechanical environmental effects, to those specified by the seller or manufacturer;
4.1.9. damage as a result of force majeure;
**5. Final Provisions**
5.1. In relation to the fulfilment of the obligation under Section 14 of Act No. 634/1992 Coll., the Seller informs the Buyer of the possibility to use the Czech Trade Inspection Authority (www.coi.cz) for possible out-of-court settlement of consumer disputes, which is a notified out-of-court consumer dispute resolution body listed in the register of the European Commission.
Effectiveness
This complaints policy takes effect on 28 November 2024.