I General provisions

This Claims Policy governs the procedure for exercising rights arising from defective performance for goods purchased from DAVV Trade s.r.o. via the Wepack.cz e-shop, by e-mail, by phone or in person at our store.

This Claims Policy applies to buyers who are consumers as well as buyers who purchase as businesses. Rights and obligations may differ depending on whether the buyer acts as a consumer or as a business customer.

Proof of purchase is mainly an invoice, tax document, delivery note or order confirmation. To speed up the claim process, we recommend providing the order or invoice number.

II Checking the shipment upon receipt

When receiving the shipment, please check in particular the condition of the transport packaging, the number of parcels/cartons and any visible damage.

III Deadlines and liability for defects

The seller is liable to the buyer that the goods are free from defects at the time of receipt and correspond to the ordered type, quantity, size and other agreed properties.

IV How to make a claim

You can make a claim by e-mail, by phone or in person at our store. The fastest way is by e-mail with photos and a description of the issue.

Please include in your e-mail:

• order or invoice number,
• name or code of the claimed product,
• number of claimed pieces, packs or cartons,
• a short and clear description of the defect,
• photos of the defect, product label and packaging,
• contact details for handling the claim.

V Typical cases for food packaging

For food packaging products, the most common issues are transport damage, incorrect product type, missing quantity, defective packaging or incompatibility between a lid and a bowl/cup.

VI When a claim cannot be accepted

A claim usually cannot be accepted if the defect occurred after receipt of the goods, especially due to:

• improper storage, for example in humidity, high temperature or direct sunlight,
• mechanical damage during handling by the buyer,
• using the goods contrary to their intended purpose,
• normal wear and tear or consumption of the goods,
• contamination of the goods after opening or use,
• damage caused by unsuitable transport arranged by the buyer,
• claiming a defect for which a discount was provided.

VII Claim handling

After receiving the claim, we will assess it and inform you about the next steps. Depending on the nature of the defect, the claim may be resolved by replacement, delivery of missing goods, a reasonable discount, credit note or refund.

VIII Withdrawal from the contract by a consumer

When purchasing via the e-shop, a consumer has the right to withdraw from the contract without giving a reason within 14 days from receiving the goods, unless the law provides an exception.

• You can send the withdrawal by e-mail to info@wepack.cz.
• Recommended e-mail subject: Withdrawal from contract + order number.
• The goods must be returned no later than within 14 days from the withdrawal.
• The consumer bears the cost of returning the goods, unless agreed otherwise.
• The refund will be made no later than within 14 days from the withdrawal; however, we may wait until we receive the goods back or until the consumer proves that the goods have been sent.

IX Costs and transport

X Contacts for claims and alternative dispute resolution

Alternative consumer dispute resolution

If a consumer dispute arises between the seller and the consumer and cannot be resolved by mutual agreement, the consumer may contact the competent alternative dispute resolution body, which is the Czech Trade Inspection Authority.