I. General provisions

This document explains how to properly claim goods that are defective or do not conform to the contract. The buyer can review this policy before concluding the purchase contract. 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 periods

III. How to make a claim

For a smooth process, please follow these steps:

1. Carefully check the shipment upon delivery (packaging, number of packages, damage).
2. If the shipment is damaged, do not accept it and have this recorded by the carrier.
3. If you accepted a damaged shipment, report it immediately to info@wepack.cz or +420 776 511 136 and complete a damage report with the carrier.
4. Pack the claimed goods securely, mark “CLAIM”, and include:
   • a copy of the purchase document,
   • a precise description of the defect,
   • your contact details (address, phone, email).
5. Send or deliver in person to: ST23, Libušská 319/126, Libuš, 142 00 Prague.
6. Always prove the warranty validity with the purchase document.

IV. Warranty limitations

The warranty does not cover defects caused by:

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

V. Claim handling

1. Remediable defect — repair or replacement of the goods.
2. Irremediable defect preventing use — replacement of the goods or issuance of a credit note.
3. The claim will be resolved within 30 days at the latest, unless agreed otherwise.
4. After a justified claim is resolved, the warranty period is extended by the time taken to handle the claim.
5. You will be informed of the result by email or phone; the goods will be sent back to your address.

VI. Costs related to the claim

• Justified claim — shipping costs are borne by the seller.
• Unjustified claim — all costs are borne by the buyer.

VII. Withdrawal from the contract (consumer)

1. A consumer may withdraw from the contract without giving a reason within 14 days of receiving the goods.
2. Withdrawal may be made in writing, by email or by phone using the contact details below.
3. The consumer pays the cost of returning the goods.
4. The goods must be returned no later than 14 days after withdrawal.
5. The seller will refund the payment within 14 days of withdrawal, but not earlier than upon receipt of the returned goods. Refund by bank transfer to the buyer’s account or in cash at ST23, Libušská 319/126, Libuš, 142 00 Prague.

VIII. Contact details for claims