Complaints Policy

Complaints Policy of DAVV Trade s.r.o.

Effective from 01 May 2025. Supersedes all previous versions.

The Complaints Policy establishes clear rules and procedures for submitting complaints regarding goods purchased from DAVV Trade s.r.o., Company ID: 22518606, with registered office at Na Spojce 420, 252 50 Vestec (hereinafter "the seller").

I. General Provisions

This document explains how to correctly submit a complaint for goods with defects or non-conformity with the contract. Buyers can review the complaints policy before concluding a purchase. By accepting the goods and concluding the contract, the buyer confirms agreement with this policy.

Tax documents (invoice, delivery note) serve as proof of purchase and must be kept for potential claims.

II. Warranty Period

• The warranty period begins on the day of goods receipt.
• Consumers have a 24-month warranty.
• Entrepreneurs have a 6-month warranty.
• The warranty does not cover goods sold at a discount due to defects, wear, or incompleteness – this will be indicated on the proof of purchase.

III. Conditions for Submitting a Complaint

For a smooth complaint process, we recommend the following steps:

1. Carefully check the shipment upon receipt (packaging, quantity, damage).
2. If the shipment is damaged, do not accept it and record this with the carrier.
3. If you accept a damaged shipment, report it immediately to info@wepack.cz or call +420 776 511 136 and prepare a damage report with the carrier.
4. Properly pack the goods for complaint, label as "COMPLAINT" and include:
   • a copy of the proof of purchase,
   • an exact description of the defect,
   • contact details (address, phone, email).
5. Send or deliver the complaint to: ST23, Libušská 319/126, Libuš, 142 00 Prague.
6. The warranty must be proven with the proof of purchase.

IV. Warranty Exclusions

The warranty does not cover defects caused by:

• improper or incorrect installation,
• incorrect handling or maintenance,
• mechanical damage,
• modifications not approved by the seller,
• removal or damage of serial numbers or seals.

V. Complaint Handling

1. Repairable defects will be repaired or the goods replaced.
2. Non-repairable defects preventing use will be resolved by replacement or credit note.
3. Complaints will be processed within 30 days, unless agreed otherwise.
4. After resolving a valid complaint, the warranty period is extended by the time of complaint processing.
5. You will be informed of the complaint result via email or phone. Returned goods will be sent back to your address.

VI. Costs Related to Complaints

• For valid complaints, the seller covers shipping costs.
• For invalid complaints, the buyer covers all costs.

VII. Withdrawal from Contract (Consumers)

1. Consumers may withdraw from the contract without reason within 14 days of receiving the goods.
2. Withdrawal can be made in writing, via email, or by phone using the contacts on our website.
3. Consumers bear the cost of returning goods.
4. Goods must be returned within 14 days of withdrawal.
5. The seller will refund funds within 14 days of withdrawal, but not before receiving the returned goods. Refunds will be made either to the buyer’s bank account or in cash at the branch: ST23, Libušská 319/126, Libuš, 142 00 Prague.

VIII. Contact Details for Complaints

DAVV Trade s.r.o.
Na Spojce 420, 252 50 Vestec
Branch: ST23, Libušská 319/126, Libuš, 142 00 Prague
Company ID: 22518606
E-mail: info@wepack.cz
Phone: +420 776 511 136