I Basic provisions

This Complaints Policy governs the procedure for exercising rights arising from defective performance, withdrawal from the contract and return of goods purchased from DAVV Trade s.r.o. through the Wepack.cz online store, by e-mail, by phone or in person at our branch.

This Complaints Policy applies to buyers who are consumers as well as buyers who purchase as entrepreneurs. Rights and obligations may differ depending on whether the buyer acts as a consumer or as an entrepreneur.

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

II Shipment inspection upon receipt

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

III Time limits and liability for defects

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

IV How to submit a complaint

You can submit a complaint by e-mail, by phone or in person at our branch. The fastest way is an e-mail with photos and a description of the issue.

Please include in the e-mail:

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

V Common cases for food packaging

For food packaging, the most common cases include transport damage, incorrect goods, missing quantities, defective packaging or incompatibility between lids and bowls/cups.

VI When a complaint may be rejected

A complaint generally cannot be accepted in cases where the defect occurred only after the goods were received, especially due to:

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

VII Complaint handling

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

VIII Withdrawal from the contract and online product returns

When purchasing through the online store, a consumer has the right to withdraw from the contract without giving a reason within 14 days of receiving the goods, unless the law provides an exception.

From 19 June 2026, withdrawal from the contract or a product return request can also be started online directly through the online store interface. For Wepack.cz customers, this is done via the My Order page.

Other withdrawal options

• You can also send withdrawal from the contract by e-mail to info@wepack.cz.
• Recommended e-mail subject: Withdrawal from the contract + order number.
• The goods must be returned no later than 14 days after withdrawal from the contract.
• The cost of returning the goods is borne by the consumer, unless otherwise agreed.
• The refund will be made no later than 14 days after 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 complaints and alternative dispute resolution

Alternative resolution of consumer disputes

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