General conditions of the complaint:

We try to manage all complaints for the benefit of the customer.

If there is a mistake on our part, just ask us by email: order@wuwear.org to send a label for the consignment note, which we will send to you by email and return for you via the delivery room will be free of charge.

We always try to accommodate you and make sense.

Procedure in case of a complaint:

1. When returning the entire order: you need to fill out the withdrawal form, the sample in PDF will download

2. Return of part of the order, complaint or size change. Complaint form for download in PDF

You can send us the form for withdrawal from the contract or the complaint form together with the goods or to the email: order@wuwear.org

Your wuwear.org Team

This text is a formal matter and the obligation to have it part of the site

1. Obligations of the buyer

The buyer is obliged to inspect the delivered goods and inform the seller without undue delay of any defects found. The buyer can file a justified complaint in one of the following ways:

a) to the e-mail address of the operator (order@wuwear.org)

b) by post to the address of our complaints department:

David Moucha

Jičínská 1133

293 01 Mladá Boleslav

Czech Republic

How can you help us handle the complaint as quickly as possible:

a) A description of the defect or defects as concisely as possible (if there are more than one).

b) Document proof of ownership of the goods), if you do not have an invoice, just log in in the order tracking section, you will find the link in your order confirmation email using your email and your order number and download the invoice from there (/ tracking-orders).

If for some reason you do not have an invoice or receipt, add your name (or the name of the person placing the order) and the order number to the description of the defect so that we can uniquely identify the customer (order number is sent with the order confirmation in e-mail).

Please state the description of the complaint on the complaint form.

2. Obligations of the seller

The complaint will be settled without undue delay, no later than 14 days from the date of the complaint, unless the seller agrees otherwise with the buyer. (This is according to the law, but by default we handle complaints immediately, ie within 2-3 days and we will inform you about everything by e-mail or telephone).

3. General provisions

Consumer goods sold through the coolfusky.cz e-shop are covered by a 24-month warranty. If, after the goods have been taken over by the buyer, defects occur in the statutory 24-month warranty period, the buyer is entitled to file a complaint. The warranty period is extended by the time for which the goods were under warranty repair. In the event of an exchange of goods, the buyer receives a new warranty for a minimum of 24 months.

At the request of the consumer, the seller is obliged to provide a guarantee in writing (warranty card). If the nature of the thing allows it, it is sufficient to issue the buyer a proof of purchase of the thing instead of the warranty card, containing the information that must be included in the warranty card. The warranty card must contain the name and surname, name or business name of the seller, ID number and registered office (applies to a legal entity).

If a longer than statutory warranty is provided, the seller will specify the conditions and extent of the warranty extension in the warranty card. If the customer finds any difference between the delivery note and the goods actually delivered (in type or quantity), we recommend that he immediately submit a written report addressed to the name of the trader who issued the invoice. The complaint will be resolved within 30 days of receiving the item in the complaint.

4. Conflict with the purchase contract

If the defect manifests itself in the first 6 months after taking over the performance, it is considered to be a defect that already existed at the time of taking over the thing, unless the contrary is proven or it does not contradict the nature of the thing. In such a case, the buyer, if he is a consumer, has the right to choose to resolve a remediable defect in addition to the standard warranty repair and by exchanging the item for a perfect one. If such a procedure is not possible, the buyer / consumer is entitled to a reasonable discount or may withdraw from the contract. This does not apply if the consumer knew about the breach of the purchase contract or caused it himself.

5. Warranty conditions

a) The warranty period begins on the day of receipt and is extended by the time for which the product was under warranty repair. In the event of an exchange, the warranty period is calculated again from the receipt of the new item. The customer will receive a new warranty card, which will state the new and original number.

b) The customer delivers the claimed product to the seller's address at his own risk. The goods must be in complete condition, including manuals and other accessories. Each claimed item must be accompanied by an exact description of the defects and the frequency of occurrence.

c) After the complaint has been settled, the seller will invite the customer to take over the goods, or send it back at his own expense and risk to the customer.

d) The right to claim the warranty expires in the following cases:

+ unprofessional installation, handling or operation, use that is in conflict with the user manual

+ by using the goods in conditions that do not correspond in their parameters to the parameters specified in the documentation

+ the goods were damaged by the elements

+ the goods have been damaged by excessive loading or use contrary to the conditions stated in the documentation

e) Post-warranty repairs are guaranteed for 3 months from the date of receipt.

f) Control of the consignment received:

+ Upon receipt of the shipment, the buyer, who is a consumer, is advised to check the status of the shipment. If mechanical damage to the product packaging or incomplete shipment is found upon receipt, the consumer is advised to make a record in the transport documents in the presence of the carrier.

+ The buyer, who is not a consumer, is obliged to inspect the goods immediately upon receipt. If mechanical damage to the product packaging is found, he is obliged to check the condition of the goods in the presence of the carrier, and in case of damage to make a record of damage to the shipment and have this confirmed by the carrier. Subsequent complaints caused by the fault of transport cannot be taken into account and will be rejected.

6. Protection of personal data

Personal data (especially name, surname and address) of customers are stored in accordance with applicable laws of the Czech Republic, especially with the Personal Data Protection Act No. 101/2000 Coll. as amended. All data obtained from customers are used exclusively for the internal needs of the business (in order to successfully complete the contract) and are not provided to third parties.

An exception is external carriers, to whom customers' personal data are transferred to the minimum extent necessary for the smooth delivery of goods. Personal data of customers are fully protected against abuse.

Data is stored and not shared with third party applications. By concluding the contract, the customer agrees to the processing and collection of his personal data in our database after the successful fulfillment of the contract, until his written expression of disagreement with this processing. This processing and collection of personal data may be used by the seller in the future in order to possibly offer trade and services to the customer. The customer has the right to access his personal data and the right to correct them, including other legal rights to this data.

In Mladá Boleslav 27.1.2021

  • Register

New Account Register

Already have an account?
Log in instead Or Reset password