Refund policy

Complaints procedure for Joyseat saddle

1. General provisions

1.1. All complaints and the Complaints Procedure that determines the customer's steps are governed by the applicable laws and regulations, including Act no. 89/2012 Sb., Civil Code, as amended, and Act no. 634/1992 Coll., Consumer Protection Act, as amended.

1.2. This complaints procedure is incorporated in the terms of service of the contractor, Posedla s.r.o., by reference.

1.3. The Complaints Procedure does not apply to situations where the customer accepts a damaged package from the carrier. If the consignment is damaged, the carrier must be contacted on or before the next day and a complaints procedure must be initiated with the carrier. We ask you to send us an e-mail copy of the communication so we can monitor the quality of service of the various carriers.

1.4. Complaints concerning defective products may be made only regarding products purchased from the contractor, which the customer must prove with a proof of purchase or its number. Complaints may only be filed against the contractor, Posedla s.r.o.

2. Rights and obligations of the parties in the complaints procedure

2.1. The contractor is liable for any defects present in the product upon receipt by the customer. Neither the quality warranty nor the liability for defects apply to wear and tear caused by normal use of the product.

Should a defect emerge within the period of 24 months and if the defective performance constitutes a significant breach of the contract for work, the customer is entitled to:

  • an elimination of the defect by the delivery of a new faultless product or by the delivery of a missing item, unless it is inadequate in view of the nature of the defect, however, if the defect concerns only a part of the product, the customer can request a replacement part; if that is impossible, the customer is entitled to withdraw from the contract. However, if it is inadequate in view of the nature of the defect, in particular if the defect can be eliminated without undue delay, the customer is entitled to an elimination of the defect free of charge;
  • an elimination of the defect by a repair of the product;

  • a reasonable discount on the purchase price; or

  • withdraw from the contract.

The customer will inform the contractor which of the options they have selected upon notifying the contractor of the defect or without an undue delay after the notification is made. The customer is not entitled to change the selected option to a different one without the contractor's consent; this does not apply if the customer requested a repair of a defect that transpires to be irreparable. Should the contractor fail to eliminate the defect within a reasonable period of time or should the contractor inform the customer that it will not eliminate the defect, the customer can request, instead of the elimination of the defect, a reasonable discount on the purchase price or withdraw from the contract.

Should the customer fail to select their right in time, their rights are the same as in the case of an immaterial breach of a contract - see below.

A customer who is a consumer is entitled to a reasonable discount even if the contractor is unable to supply a new product, replace a component part or repair the product, and also if the contractor fails to rectify the situation within a reasonable period of time or provided that the rectification of the situation would cause significant difficulties for the consumer.

If the defective performance is an immaterial breach of contract, the customer is entitled to the elimination of the defect or a reasonable discount on the purchase price.

Before the customer exercises their right to a discount on the purchase price or withdraws from the contract, the contractor is entitled to supply any missing parts or to eliminate any legal defect. Other defects may be eliminated by the contractor as it deems fit, either by a repair of the product or by supplying a new product.

Should the contractor fail to eliminate a defect of the product in time or refuse to eliminate the defect, the customer is entitled to demand a discount on the purchase price or withdraw from the contract. The customer is not entitled to change their choice without the contractor’s consent.

2.2. If you wish to raise a claim, please, fill in and attach the claims form you can download here.

2.3. Defects that emerge through an unprofessional assembly cannot be admitted.

2.4. The contractor's liability does not apply to incorrectly packed and dispatched consignments with returned products sent by the customer.

2.5. Cash on delivery consignments will not be accepted unless notified in advance.

2.6. The contractor must decide regarding the customer's preferred way of settlement of the claim immediately, or within 3 business days in complicated cases. The reasonable period of time necessary for a professional assessment of the defect is not included in this time limit. Any complaints, including the elimination of defects, must be dealt with as soon as possible, however latest within 30 days after the claim is raised.

The time limit starts by raising the claim. The day following the date, on which the customer raised a claim, is the first day of the 30-day period. Should the period end on a Saturday, a Sunday or a holiday, the time limit will expire on the next business day.

2.7. If the complaint is not admitted, a handling fee will be charged to the customer for sending the product back to the customer according to the Shipping Policy.

2.8. The customer is entitled to withdraw from the contract only in cases set down by the law and provided further conditions specified herein are met.

2.9. The Client is obliged to inform the Contractor by e-mail hello@posedla.com, even before sending the claimed product, that the product is being shipped.

2.10. If the complaint is admitted, the customer is entitled to a reimbursement of the shipping costs in the amount of the lowest shipping costs offered by the e-shop.

2.11. Should the customer disagree with the result of the complaints procedure, they are entitled to file an application for an audit of the complaints procedure with the Czech Trade Inspection Authority, which is a preliminary step to court proceedings.

2.12. The Czech Trade Inspection Authority, registered office Štěpánská 567/15, 120 00 Praha 2, identification no.:000 20 869, website: http://coi.cz, is competent to deal with consumer disputes arising from the contract for work.

2.13. The customer is obliged to notify the carrier upon receipt of the consignment if the packaging is damaged and to receive the package with a reservation. If the content of the package is damaged, the customer is obliged to contact the carrier within 48 hours and to initiate the claims procedure. Should the customer file a claim regarding a damaged consignment with the contractor, the contractor will dismiss such a claim. 

Complaints Procedure for other Products

1. General provisions

1.1. All complaints and the Refund Policy that determines the buyer's steps are governed by the applicable laws and regulations, including Act no. 89/2012 Coll., Civil Code, and Act no. 634/1992 Coll., Consumer Protection Act.

1.2. This refund policy is incorporated in the Terms of Service of the seller, Posedla s.r.o., by reference.

1.3. The refund policy does not apply to situations where the buyer receives a damaged package from the carrier. If the consignment containing the goods is damaged, the carrier must be contacted on or by the next day and a complaints procedure must be initiated with the carrier. We ask you to send us an e-mail copy of the communication so we can monitor the quality of service of the various carriers.

1.4. Complaints concerning defective goods may be made only regarding goods purchased from the seller, which the buyer must prove with a proof of purchase or its number. Complaints may only be filed against the seller Posedla s.r.o.

2. Rights and obligations of the parties in the complaints procedure

2.1. The seller is liable for any defects present in an item upon receipt by the buyer. Neither the quality warranty nor the liability for defects apply to wear and tear caused by normal usage of the item.

Should a defect emerge within the period of 24 months and if the defective performance constitutes a significant breach of the agreement, the buyer is entitled to:

  • an elimination of defect by the delivery of a new item without defect or by the delivery of a missing item, unless it is inadequate in view of the nature of the defect, however, if the defect concerns only a part of the item, the buyer can request a replacement part; if it is impossible, the buyer is entitled to withdraw from the agreement. However, if it is inadequate in view of the nature of the defect, in particular if the defect can be eliminated without undue delay, the buyer is entitled to an elimination of the defect free of charge;

    • to remove the defect by repairing the item;

      • a reasonable discount on the purchase price; or

      • withdraw from the contract.

      The buyer will inform the seller about which of the options they have decided on upon notifying the seller of the defect or without an undue delay after the notification is made. The buyer is not entitled to select a different option without the seller's consent; this does not apply if the buyer requested a repair of a defect that transpires to be irreparable. Should the seller fail to eliminate the defect within a reasonable period of time or should the seller inform the buyer that it will not eliminate the defect, the buyer can request, instead of the elimination of the defect, a reasonable discount on the purchase price or withdraw from the agreement.

      Should the buyer fail to select the right they will exercise in time, their rights are the same as in the case of an immaterial breach of a contract - see below.

      The buyer-consumer is entitled to a reasonable discount even if the seller is unable to supply a new item without defects, replace a component part or repair the item, and also if the seller fails to rectify the situation within a reasonable period of time or provided that the rectification of the situation would cause significant difficulties for the consumer.

      If the defective performance is an immaterial breach of contract, the buyer is entitled to the elimination of the defect or a reasonable discount on the purchase price.

      Should the buyer fail to exercise their right to a discount on the purchase price or withdraw from the agreement, the seller is entitled to supply any missing parts or to eliminate any legal defect. Other defects may be eliminated by the seller according to their choice either by a repair of the item or supplying a new item.

      Should the seller fail to eliminate a defect in time or refuse to eliminate the defect, the buyer is entitled to demand a discount on the purchase price or withdraw from the agreement. The buyer cannot change their choice without the seller's consent.

      2.2. Defects that emerge through an unprofessional assembly cannot be admitted.

      2.3. Please, fill in and attach the claims form you can download here.

      2.4. The seller's liability does not apply to incorrectly packed and dispatched consignments with returned goods sent by the buyer.

      2.5. Cash on delivery consignments will not be accepted unless notified in advance.

      2.6. The seller must decide regarding the buyer's preferred way of settlement of the claim immediately, or within 3 business days in complicated cases. The reasonable period of time necessary for a professional assessment of the defect, depending on the type of goods, is not included in this time limit. The complaints, including the elimination of defects, must be dealt with as soon as possible, within 30 days after the claim is raised.

      The time limit starts by raising the claim. The day following after the day, on which buyer raises the claim, is the first day of the 30-day period. Should the period end on a Saturday, a Sunday or a holiday, the period will expire on the next business day.

      2.7. If the complaint is not admitted, a handling fee will be charged to the buyer for sending the goods back to the customer according to the Shipping Policy.

      2.8. The buyer is entitled to withdraw from the agreement only in cases set down by the law and provided further conditions specified herein are met.

      2.9. The buyer is obliged to inform the seller by e-mail hello@posedla.com, even before sending the claimed goods, that the goods are being shipped.

      2.10. If the complaint is admitted, the buyer is entitled to a reimbursement of the shipping costs in the amount of the lowest shipping costs offered by the e-shop.

      2.11. Should the customer disagree with the result of the complaints procedure, they are entitled to file an application for an audit of the complaints procedure with the Czech Trade Inspection Authority, which is a preliminary step to court proceedings.

      2.12. The Czech Trade Inspection Authority, with its registered office at Štěpánská 57/15, 120 00, Prague 2, ID: 000 20 869, Internet address http://coi.cz, is responsible for out-of-court settlement of consumer disputes arising from the purchase contract.

      2.13. The buyer is obliged to notify the carrier upon receipt of the consignment if the packaging is damaged and to accept the package with a reservation. If the content of the package is damaged, the buyer-customer is obliged to contact the carrier within 48 hours and to initiate the claims procedure. Should the buyer file a claim regarding a damaged consignment with the seller, the seller will dismiss such a claim.

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