This complaint procedure regulates the method and conditions for exercising the buyer’s rights from defective performance (hereinafter referred to as “complaint”) in accordance with the relevant provisions of the Civil Code and the Consumer Protection Act. The complaint procedure is an integral part of the seller’s terms and conditions.
1. Seller
Name: Timberla MT s.r.o.
Registered office: Rybná 716/24, 110 00 Prague, Czech Republic
Identification number: 23575727
E-mail: info@zahradnidomeklevne.cz
Telephone: +420 775 510 557
Website: www.zahradnidomeklevne.cz
2. Rights from defective performance
The buyer has the right to lodge a complaint with the seller regarding a defect that occurs in the goods within 24 months of receipt. For entrepreneurs, the complaint period is determined by agreement of the contracting parties.
The following are not considered defects: • changes resulting from natural aging or wear, • defects caused by improper use, assembly contrary to instructions, insufficient maintenance or the effects of external factors (e.g. weather, floods, frost, etc.), • deviations natural to wooden materials (e.g. small cracks, knots, color differences, etc.) that do not affect the functionality of the product.
3. Lodging a complaint
A complaint may be lodged: • in person at the registered office address, • by email at info@zahradnidomeklevne.cz • by post, attaching a copy of the purchase document and a description of the defect.
The complaint notification must include:
- the buyer’s first and last name, contact details
- order or invoice number
- description of the defect and how it manifests
- optionally photo documentation for faster processing.
4. Complaint handling
The seller will decide on the complaint without undue delay, no later than within 3 working days of its receipt, and in more complex cases within 30 days. The complaint will be handled no later than 30 calendar days from the date of lodging, unless the seller and buyer agree otherwise.
If the complaint is justified, the buyer has the right to:
- free repair of the defect
- replacement of defective goods with new ones
- a reasonable discount on the purchase price, or withdrawal from the contract if the defect is material.
5. Costs of complaint handling
The costs associated with lodging a complaint are borne by the seller in the case of a justified complaint. Otherwise, the seller reserves the right to charge necessary costs.
6. Final provisions
This complaint procedure is valid and effective from 07.10.2025 and is available on the e-shop website. The seller reserves the right to change this procedure, with the current version always published at www.zahradnidomeklevne.cz.