Returns of goods and complaints
I. Identification of the Merchant
1.1. These Complaint Terms (hereinafter also "CT") govern the legal relationship between the company
Business name: Locksmith Service, s.r.o.
Registered office: Luční 857, 356 01 Sokolov, Česko
The company registered in the Business Register maintained by the District Court in Plzeň, Section Ltd., Insert 29041.
Company ID: 02155052
VAT ID: CZ02155052
The Merchant is a VAT payer.
Bank account details
IBAN: CZ41 0800 0000 0032 9676 2349
SWIFT (BIC): GIBACZPX
BANKNAME
(hereinafter referred to as "Merchant") and any person who is a Buyer of products offered by the Seller on the Merchant's Website and who acts as a consumer within the meaning of the applicable provisions of these General Terms and Conditions and relevant consumer protection laws, under the legislation of the Slovak Republic, especially the following laws: Act No. 108/2024 Coll. on Consumer Protection and on Amendments to Certain Laws, Act No., Act No. 40/1964 Coll. Civil Code, as amended, with the exception set out in Section 4.4 of these Complaint Terms, which governs the legal relationship between the Merchant and the Buyer who is not acting as a consumer.
1.2. Email and telephone contact for the Seller is:
Email address: info@locksmith.cz
Phone number: +420 777 714 762
1.3. Address for sending documents, complaints, and contract withdrawals is:
Locksmith Service, s.r.o., Luční 857, 356 01 Sokolov, Česko
II. Basic Provisions
2.1. These Complaint Terms regulate the legal relations between Buyers who are consumers and the Merchant.
III. Exercise of Rights under Liability for Defects
3.1. The Buyer may exercise rights under liability for defects only if they notify the Seller of the defect without undue delay, at the latest within 24 months from receipt of the item. If the defect is not notified within this period, rights under liability for defects expire.
IV. Liability for Defects
4.1. The Seller is liable for any defect that the sold item has at the time of delivery and which manifests within two years from the delivery of the item.
4.2. If the purchased item contains digital elements, where digital content is to be delivered or a digital service is to be provided continuously for the agreed period, the Seller is liable for any defect of the digital content or digital service that occurs or manifests during the entire agreed period, but at least for two years from delivery of the item with digital elements.
4.3. In the case of a used item, the parties may agree on a shorter period of the Seller’s liability for defects than stated in paragraphs 4.1 and 4.2, but not shorter than one year from delivery.
4.4. The Seller is liable for any defect that the sold item has at the time of delivery to the Buyer and which manifests within 6 months from delivery if the Buyer does not act as a consumer.
V. Rights under Liability for Defects
5.1. If the Seller is liable for a defect of the sold item, the Buyer has the right to have the defect removed by repair or replacement, the right to an appropriate discount on the purchase price, or the right to withdraw from the purchase contract.
5.2. The Buyer may refuse to pay the purchase price or part of it until the Seller fulfills their obligations arising from liability for defects, unless the Buyer is in delay with payment at the time of notifying the defect. The Buyer shall pay the purchase price without undue delay after the Seller fulfills the obligations.
5.3. The Buyer may exercise rights under liability for defects, including the right under clause 5.2, only if the defect is notified within two months of its discovery, and at the latest within the period specified in sections 4.1 to 4.3 of these Complaint Terms.
5.4. Exercising rights under liability for defects does not exclude the Buyer’s right to compensation for damage caused by the defect.
VI. Notification of Defects
6.1. A defect can be notified at any Seller’s premises, to another person informed by the Seller before concluding the contract or sending the order, or via remote communication at the Seller’s registered office or other address provided to the Buyer.
6.2. If the Buyer sends notification by post and the Seller refuses to accept it, the notification is considered delivered on the day of refusal.
6.3. The Seller shall provide the Buyer with written confirmation of the defect notification immediately after the defect has been notified. The confirmation shall include the period in which the Seller will remove the defect in accordance with § 507 para. 1 of Act No. 40/1964 Coll., Civil Code. This period may not exceed 30 days unless a longer period is justified by objective reasons beyond the Seller’s control.
6.4. If the Seller refuses liability, reasons shall be provided in writing. If the Buyer proves liability through an expert opinion issued by an accredited, authorized, or notified entity, they may notify the defect again, and the Seller cannot refuse liability; § 621 para. 3 of Act No. 108/2024 Coll. does not apply to repeated notifications.
6.5. If the Seller informed the Buyer before concluding the contract that defects can be notified to another person, acts or omissions of this person are treated as acts or omissions of the Seller for liability purposes.
VII. Removal of Defects
7.1. The Buyer may choose to have the defect removed by repair or replacement. The Buyer cannot choose a method that is impossible or causes unreasonable costs to the Seller relative to the other method, considering all circumstances.
7.2. The Seller may refuse removal if repair or replacement is impossible or would cause unreasonable costs.
7.3. The Seller shall repair or replace the item within a reasonable period after the defect is notified, free of charge, without causing significant inconvenience to the Buyer.
7.4. For repair or replacement, the Buyer shall provide or make the item accessible to the Seller; the Seller bears the costs of taking over the item.
7.5. The Seller delivers the repaired or replacement item at their own cost in the same way the defective item was delivered. If the Buyer does not take delivery within six months, the Seller may sell the item, notifying the Buyer in advance for valuable items.
7.6. The Seller shall ensure removal and installation if necessary; the Buyer and Seller may agree that the Buyer will perform these at the Seller’s cost and risk.
7.7. The Seller is not entitled to compensation for normal wear and tear when replacing the item.
7.8. The Seller is liable for defects of the replacement item.
7.9. The Buyer may request a discount or withdraw from the contract without additional notice if the Seller fails to repair, replace, or refuses removal, or if the defect persists or is severe.
7.10. Discounts must be proportional to the difference between the item’s value with and without the defect.
7.11. The Buyer cannot withdraw if they contributed to the defect or it is negligible.
7.12. Withdrawal applies only to defective items in multi-item purchases, unless retention of other items without the defective one is unreasonable.
7.13. Upon withdrawal, the Buyer returns the item at the Seller’s cost; if the Seller does not remove the item, the Buyer may do so at the Seller’s risk and cost.
7.14. The Seller returns the purchase price within 14 days of the return.
7.15. Refunds follow the original payment method unless the Buyer agrees otherwise; costs borne by the Seller.
7.16. The Seller is not entitled to compensation for normal wear and tear before withdrawal.
VIII. Liability for Defects in Digital Content
8.1. The Seller is liable for any defect in digital content or digital service present at delivery, manifesting within two years or the agreed period for continuous provision.
8.2. The Seller shall remove defects promptly without undue burden on the Buyer.
8.3. The Seller may refuse removal if impossible or unreasonably costly.
8.4. Updates must be communicated and provided to maintain compliance.
8.5. The Buyer may claim repair, replacement, discount, or withdrawal if the defect substantially affects usability.
8.6–8.10. Procedures for refunds, discounts, and cessation of digital content usage apply.
IX. Costs Associated with Exercising Rights
9.1. If the Buyer exercises rights under liability for defects, they are entitled to reimbursement of reasonable costs incurred.
9.2. Costs must be claimed within one month after expiry of the defect claim period.
9.3. Costs for repair, replacement, transport, dismantling, or installation are always borne by the Seller.
9.4. If the claim is unjustified, costs are borne by the Buyer; the Seller must prove the claim was unjustified.
X. Final Provisions
10.1. These Complaint Terms form an integral part of the General Terms and Conditions and Privacy Policy of the Website. Documents are available on the Merchant’s domain.
10.2. These Complaint Terms are effective from 01/01/2025.
Attachments – Downloadable Documents
Distance Contract Withdrawal Form
Product or Service Complaint Form
Český