How to claim goods
You can make a complaint in person at the stores in Prague or Brno in the Czech Republic or send it to the headquarters of Hayashi.cz with the attached completed complaint form.
The form can be downloaded HERE. You can send it to our e-mail: email@example.com
If you are a consumer, the complaint will be processed within 30 days. If you are not a consumer, we try to handle the complaint as soon as possible.
Hand over the product to that you are claiming CLEAN in accordance with hygiene regulations or general hygiene principles. IT MUST CONTAIN ALL PARTS AND ACCESSORIES that are necessary to verify the claimed defect. (CAUTION, for hygiene reasons, we WILL NOT accept any smelly goods, blood-stained or excessively soiled goods.)
The warranty period starts from the day you received the goods. The warranty period does not include the period from the time when the goods are claimed to the time when the buyer is obligated to take over the goods after the end of the warranty repair. If the product is older than 6 months, the defect is not considered a manufacturing defect. It is then dealt with individually and the wear and tear of the goods is taken into account.
Mechanical damage is not covered by the warranty! The warranty cannot be applied to normal wear and tear of the goods. This means that if, for example, the customer is a performance athlete and uses the purchased product daily, normal wear and tear will naturally be much faster than for amateur athletes.
The above cannot be applied to gifts for goods.
The consumer has a 2-year warranty on the goods, the club or entrepreneur only has a 1-year warranty on the IN number.
This complaints regulation was prepared in accordance with the provisions of Act No. 89/2012 Coll., Civil Code and No. 634/1992 Coll., Act on Consumer Protection, as amended (hereinafter referred to as the "Act") and applies to consumer goods (hereinafter referred to as "Goods"), while the Buyer's rights from liability for defects (hereinafter just "Complaints").
A consumer is any person who, outside the scope of his business activity or independent performance of his profession, concludes a contract with an entrepreneur or deals with him in any other way.
The seller is a company Hayashi.cz s.r.o., based in: Seydlerova 2149/7, 158 00 Praha 5, Czech Republic, IN 03472591, VAT CZ03472591. It is an entrepreneur who directly or through other entrepreneurs supplies the Buyer with products or provides services.
The customer of our online store is either a consumer Buyer or a Buyer who, when concluding and fulfilling the contract, acts as part of his business or other business activity. If the contracting party is not a consumer, but an entrepreneur, relations not regulated by business conditions are governed by the Civil Code (No. 89/2012 Coll.). The warranty period is 1 year.
I. Defects of goods
The seller is responsible to the consumer that the item has no defects upon receipt. In particular, the seller is responsible to the consumer that at the time the consumer took over the item,
- the thing has the properties agreed upon by the parties and, in the absence of an agreement, those properties which the seller or manufacturer described or which the buyer expected with regard to the nature of the goods and on the basis of the advertising carried out by them,
- the item is suitable for the purpose for which the seller states its use or for which the item of this type is usually used,
- the quality or design of the thing corresponds to the contracted sample or model, if the quality or design was determined according to the contracted sample or model,
- is a thing in the corresponding quantity, measure or weight and
- the matter complies with the requirements of legal regulations.
II. Rights from product defects
If the item does not have the above-mentioned characteristics, the consumer may also request the delivery of a new item without defects, if this is not unreasonable due to the nature of the defect, but if the defect concerns only a part of the item, the consumer may only request the replacement of the part; if this is not possible, he can withdraw from the contract.
However, if this is disproportionate due to the nature of the defect, especially if the defect can be removed without undue delay, the consumer has the right to have the defect removed free of charge.
The consumer has the right to the delivery of a new item or the replacement of a part even in the case of a removable defect, if the item cannot be used properly due to the repeated occurrence of the defect after repair or due to a larger number of defects. In such a case, the consumer also has the right to withdraw from the contract.
If the consumer does not withdraw from the contract or if he does not claim the right to the delivery of a new item without defects, to the replacement of its component or to the repair of the item, he can demand a reasonable discount. The consumer has the right to a reasonable discount even if the seller cannot deliver a new item without defects, replace its part or repair the item, as well as if the seller does not remedy the situation in a reasonable time or if the remedy would cause significant difficulties for the consumer.
The right of defective performance does not belong to the buyer, if the buyer knew before taking over the item that the item had a defect, or if the buyer himself caused the defect.
The consumer is entitled to claim the right from a defect that occurs in the consumer goods within twenty-four months from receival of the goods. If a defect becomes apparent within six months from receival of the goods, it is considered that the item was already defective upon receipt.
The warranty period begins upon receival of the Goods by the Customer. The warranty period for the Consumer Buyer is 24 months, but for the Buyer, who is acting as part of his business or other business activity when concluding and fulfilling the contract, the warranty period is only 12 months.
The warranty period is extended by the time during which the Goods were under warranty repair. In case of exchange of Goods, a new warranty period begins.
The seller's liability for defects does not extend to wear and tear of the item caused by its casual use. In the case of an item sold at a lower price due to a defect for which a lower price was agreed on, in the case of a used item due to a defect corresponding to the degree of use or wear and tear the item had when taken over by the buyer, or if this results from the nature of the item.
At the consumer's request, the Seller is obliged to provide the consumer with a written confirmation of obligations from defective performance to the extent established by the law (warranty certificate). If the nature of the thing allows it, instead of a warranty certificate, it is sufficient to issue to the Buyer a proof of purchase of the item containing the data (invoice), which must contain the data such as a warranty card. The warranty card must contain the name and surname, name or business name of the Seller, IN number, registered headquarters, if it is a Legal Person, or place of residence, if it is a Natural Person. If a longer warranty than the statutory one is provided, the Seller will determine the terms and scope of the warranty extension in the warranty card.
The consumer is entitled to withdraw from the contract in all cases established by the Law. Withdrawal is effective for the Seller from the moment the Buyer's declaration of withdrawal from the contract is delivered to him, if all necessary legal conditions are met. In case of withdrawal from the contract, the contract is canceled and the contracting parties are obliged to return everything they have provided on its basis. In case of cancelling the contract due to the exercise of rights arising from liability for defects, the Buyer returns the performance provided by the Seller only to the extent that it is objectively possible in the given situation.
V. Complaint settlement
In case that the Buyer uses his right to require the removal of defects of the goods by repair and in the warranty card, for the purposes of warranty repairs of the Goods, the designated entrepreneur is different from the Seller, whose registered headquarters or place of business is in the same place as in the case of the Seller or in a place closer to the Buyer, the Buyer shall exercise the right to warranty repair at the entrepreneur listed in the warranty card. This information can possibly be found in the document that replaces the warranty card.
The complaint, including the removal of the defect, must be handled without undue delay, no later than 30 days from the day the Complaint is applied, unless the Seller and the Buyer agree on a longer period. After the expiration of this period, the Buyer shall be granted the same rights as if there had been a breach of the contract.
The period for handling complaints is suspended if the seller has not received all the documents necessary for handling the complaint (parts of the goods, other documents, etc.). The seller is obliged to request additional documents from the buyer in the shortest possible time. The deadline is suspended from this date until the requested documents are delivered by the buyer.
In a situation where it is necessary to send the Goods to the Seller or a service center, the Buyer, in his own interest, ensures that the Goods are packed in suitable and sufficiently protective packaging material that meets the requirements of transporting fragile Goods, including all accessories, and marks the shipment with the appropriate symbols.
After the complaint has been properly processed, the service center will invite the buyer to take over the repaired goods. The right to claim the warranty expires in the case of unprofessional assembly or unprofessional commissioning of the Goods, as well as in the case of unprofessional handling of them, i.e. in particular when using the goods in conditions that do not match the parameters specified in the documentation for the goods. In case of withdrawal from the purchase contract or provision of a discount on the purchase price, the relevant payment is returned to the Buyer by bank transfer or handed over in cash at the cash register at the company's headquarters or at one of the establishments.
VI. Complaint form
VII. Request for returning the goods
VIII. Final Provisions
This complaint procedure becomes effective on January 1, 2016. Changes to the complaint procedure are reserved.