Claims and returns policy
1. Basic provisions
This Claims and Returns Policy is a binding document outlining the mutual business relationship, terms, conditions, rights, and obligations between you as the purchasing customer (hereinafter referred to as the "Buyer") and the operator of the online store www.vinodi.cz (hereinafter referred to as the "Seller"). The operator of the online store is ELIHER s.r.o., located at Fáblovka 403, Pardubice – Staré Hradiště, Postal Code 533 52, Czech republic, Company ID: 25948024. This Claims and Returns Policy becomes binding for both parties at the moment of concluding a purchase agreement (date of order acceptance by the Seller).
2. Warranty period
The statutory warranty period is 24 months, which begins from the date the goods are received. Complaints submitted after the statutory period may not be accepted by the Seller. It is entirely up to the Seller to decide whether to extend this period. The sales receipt serves as a warranty card.
The warranty does not cover normal wear and tear of the goods (or its parts) caused by use. A shorter lifespan of the product in such a case is not considered a defect and cannot be claimed as such.
3. Visible defects upon receipt
If the goods show visible defects when received from the courier service, particularly a damaged package, the Buyer is entitled to refuse the package. In such a case, a damage report must be written with the courier service employee. This preserves the Buyer's right to proper performance from the Seller or to a refund of the purchase price, depending on the Buyer's choice.
If the Buyer accepts the package from the courier service and discovers visible defects after unpacking (incomplete package, mechanical defects), they are required to notify the Seller in writing, by email, or by phone immediately, but no later than 3 days after receiving the package.
4. Defects found during the warranty period
If the Buyer discovers a defect on the purchased goods during the warranty period, which was not caused by improper use but by a defect in the product itself, they have the right to claim the goods under warranty.
The Seller is not responsible for damages caused due to improper use of the goods, damages caused by external influences, events, and incorrect handling. Such defects are not covered by the warranty.
5. Place for filing claims
Claims for defects are always filed at the Seller’s headquarters. If the Buyer decides to send the claimed goods to the Seller’s headquarters, they should ensure that the goods are packed in appropriate and adequately protective packaging suitable for transporting fragile goods and label the package with the necessary symbols.
6. Claims procedure
If a Buyer wishes to claim goods purchased in the online store www.vinodi.cz, please deliver the packaged goods to our address. Attach the invoice and write the reason for the claim and a description of the defect. It is advisable to send the goods in the original packaging or suitable shipping packaging, as the Seller is not responsible for any mechanical damage before receiving the goods.
Packages that do not clearly indicate why they were sent to us will be returned to the sender.
The deadline for resolving a claim is 30 days. During this time, the Seller will assess the legitimacy of the claim regarding the defect on the goods and, after evaluation, inform the Buyer by phone or email about how the claim will be handled.
Contact for claims:
ELIHER s.r.o., Claims Department
Fáblovka 403, Pardubice – Staré Hradiště, Postal Code 533 52, Czech republic
Business hours:
Mon – Fri: 7:00 AM – 6:00 PM, Sat – Sun: 9:00 AM – 6:00 PM
Phone: +420 466 799 457
Email: reklamace@vinodi.cz
Please do not send claimed goods as cash on delivery - such packages will not be accepted.