Complaints Procedure

Complaints Procedure

COMPLAINTS PROCEDURE FOR CONSUMERS

of the trading company K+L Market s.r.o., ID No.: 22637613, with registered office at Blatenská 1073/27a, 326 00 Plzeň, for the sale of goods on the online shop yuzee.cz

The Complaints Procedure is intended ONLY FOR THE CUSTOMER and forms an integral part of the General Terms and Conditions of Business (hereinafter referred to as "GTC").

In case of any questions you can contact us:

By telephone: +420 725 980 935 (on working days between 8:00 and 14:00) (hereinafter referred to as "telephone contact")

By e-mail: info@yuzee.cz (hereinafter referred to as "e-mail contact")

Where to deliver the goods in case of a complaint?

You can deliver the goods to us at our shipping warehouse address: K+L Market s.r.o. (Yuzee) at Blatenská 1073/27a, 326 00 Plzeň, or you can hand it over in person during the opening hours 08:00 - 14:00 on working days. As a rule, this is the fastest way of handling a return or a complaint.

Customer service phone number: +420 725 980 935
E-mail: info@yuzee.cz

  1. HOW OUR GOODS SHOULD LOOK WHEN RECEIVED
    1. What should be the characteristics of our goods when we receive them? We are responsible for ensuring that the goods purchased are free from defects on receipt, have the agreed characteristics, are in the appropriate quantity, measure or weight and correspond in quality to our agreement, sample or sample.
      1. the goods have the characteristics that we have agreed, that we or the manufacturer have described (including in advertising) or that you have come to expect in view of the nature of the goods,
      2. the goods are fit for the purpose for which we say they are used or for which goods of that kind are usually used,
      3. the goods correspond in quality or workmanship to the agreement of the parties and/or to the sample or specimen (if we based the order on them),
      4. the goods are in the appropriate quantity, measure or weight,
      5. the goods comply with the requirements of the law.
    2. Presumption that goods are defective. If a defect becomes apparent within 6 months of receipt of the goods, the goods shall be presumed to have been defective on receipt unless we prove otherwise.
  2. IN WHICH SITUATIONS YOUR CLAIM WILL NOT BE ACCEPTED
    1. What defects are we not responsible for? We are not liable to you for defects in the following cases:
      1. a defect that the goods had at the time of receipt and a discount on the purchase price was agreed for such a defect,
      2. the defect has been caused by wear and tear caused by normal use, or if this is due to the nature of the goods,
      3. the defect is caused by you and has been caused by improper storage, improper maintenance, your intervention or mechanical damage, all in conditions that are inadequate in terms of temperature, dustiness, humidity, other environmental influences and is directly specified by us or the manufacturer (usually on the package leaflet / label of the goods) or as a result of legal regulations,
      4. a defect in goods that have been modified by the customer and if the defect has arisen as a result of this modification,
      5. the use of the goods in unsuitable conditions that do not correspond to the temperature, dustiness, humidity, chemical and mechanical environment directly intended by the seller or the manufacturer or that result from legal regulations,
      6. the defect was caused by an external event beyond our control (e.g. natural disaster).
  1. WHAT SHOULD I LOOK OUT FOR WHEN TAKING DELIVERY OF THE GOODS?
    1. Please check the contents of our package carefully to make sure you have received what you ordered. Check the goods and make sure of their characteristics (in particular, whether you have received the correct type of goods, whether the goods are of the agreed quality, whether the goods contain everything they are supposed to contain in their packaging).
    2. A claim is not possible for a defect which you have caused, which you knew about or, with the exercise of ordinary care, should have known about when concluding the contract of sale.
  1. WERE THE GOODS DAMAGED IN TRANSIT?
    1. Before taking delivery of the goods from the carrier. Please check the integrity of the packaging. If the packaging is damaged, please tell the carrier directly and he will keep the parcel and return it to us. This is the easiest way to handle a damaged shipment claim and a new shipment will be sent to you.
    2. Are the goods damaged in the package? Please take photographs of the contents of the parcel, both broken and unbroken goods, packaging and address label. You can then send your complaint including photo documentation by e-mail:info@yuzee.cz , or contact us by phone.  
    3. When will we no longer be able to make a shipping claim? Please note that if you report a claim on the third (3rd) and subsequent day after receipt of the shipment, it is highly unlikely that the claim will be accepted by the carrier. As a result of your late claim for a damaged shipment, we may incur damages (the damaged shipment will not be reimbursed by the carrier due to your late claim) and we are entitled to recover such damages from you. Please keep the parcel and make a photo documentation of it (so that you can clearly see the damaged goods, packaging, filling).
    4. What's the procedure when you tell us everything? You will receive an email confirmation when you claim a damaged parcel. However, you can also contact us at any time by phone or email to check the status of your claim.
  1. IF YOU HAVE RECEIVED SOMETHING OTHER THAN WHAT YOU ORDERED FROM US, WHAT SHOULD I DO?
    1. Have you received something other than what you ordered? Please contact us via email atinfo@yuzee.cz . Please mark the email with the subject line "Returns". In the email, please include your order number and a description of the exchange you are dealing with. At the same time, please supplement the email with photo documentation (contents of the shipment, packaging, label on the packaging) We apologize in advance for any discrepancies in the order and will do everything possible to make the return process as convenient as possible for you. We will contact you to agree on the next course of action.
    2. What will happen next? Once we have sent you a claim for an incorrect delivery, we will contact you without delay to agree the next course of action. You can contact us at any time by phone or email to check that your claim is already being processed.
  1. DISCOVERY OF DEFECTS WITHIN 24 MONTHS OF RECEIPT OF THE GOODS
    1. A claim is not the same as a right of withdrawal. Within 14 days (30 days for My Yuzee members) of receipt of goods purchased through the e-shop, you are guaranteed the right to withdraw from the purchase contract or exchange the goods for another. However, in this case, the goods must be returned undamaged or in sealed or hygienic packaging. Otherwise, you are liable for the diminished value of the goods and/or your right of withdrawal may not apply. These options are described in detail in clause 5 of the GTC. If you have already unpacked the goods and found a defect on one of the first uses, we recommend as the most appropriate course of action to claim the goods.
    2. When to claim defective goods. You are obliged to complain to us (claim the defective goods) without undue delay after the defect has been discovered. Otherwise, you would not be entitled to the right of defective performance by the court.
    3. You are entitled to complain about a defect that occurs in consumer goods within 24 months of receipt of the goods. This does not apply to goods for which the period of time during which the goods may be used is stated on the packaging, label, in the instructions accompanying the goods or in the advertising in accordance with other legislation. The provisions on the guarantee of quality (contractual guarantee) apply here:
      1. Foodstuffs marked with a use-by date (expiry date), which states, for example, "Use by...". The quality guarantee applies to these foodstuffs only until the use-by date. These are mainly fresh foods, e.g. dairy products, meat vegetables, etc. Food marked with an expiry date cannot be sold after the expiry date. You can only claim these goods before the expiry date.
      2. Food marked with a best before date, for example 'Best before...'. You can only claim these goods under the quality guarantee until the best before date, which ensures that the food retains its specific characteristics and quality.
      3. Foodstuffs approaching the expiry date "Best before...". These foods can still be sold if they are safe for health. If we sell food with an approaching expiry date it is properly labelled and sold at a reduced price. Therefore, it is not possible to make a claim for these foods simply because they are near the end of their shelf life. You have just been given a discount for this reason. You can only claim for food that is close to its expiry date if it is faulty (for example, if it has already been sold spoiled, mouldy, etc.).
      4. Food with an expired 'Best before...' date. These foods can still be sold if they are safe for health purposes, but they must be visibly labelled as expired. If we sell expired food it is properly labelled and sold at a reduced price. Therefore, it is not possible to make a claim for these foods simply because they are expired. You have just been given a discount for this reason. You can only claim expired food if it is faulty (for example, if it has been sold spoiled, mouldy, etc.).
    4. What happens after 24 months? You cannot complain about defects in the goods after this period (24 months) has expired. If this is possible for the goods in question, this period is extended by the time you have not been able to use the goods because they were in the process of a legitimate complaint. Whilst we always try to resolve claims to your satisfaction, some products must be handled in accordance with the instructions on the packaging/label/packaging information - otherwise they will be damaged. In these cases, even if the 24 month period has not yet expired, we cannot accept your complaint (section 2.1.3 or 2.1.5 of this Complaints Procedure).
    5. Contractual warranty. If the goods in question have been guaranteed by a voluntary contractual guarantee for more than 24 months from receipt of the goods, you will be able to complain about defects in the goods for this period. The period is extended by the time you have been unable to use the goods because they were in the process of a legitimate claim.
    6. What should I do to complain about a defect in the goods? In order to complain about defects in the goods, please contact us preferably by email: info@yuzee.cz Please indicate the order number, mark the defective goods, describe the defect in your own words, attach photo documentation. Please also indicate your preferred method of complaint handling (you are not entitled to change the chosen method of complaint handling without our prior consent).
    7. We will acknowledge receipt of the complaint.  The moment we receive the details of the claim from you is the moment we receive the details of the claim. You can contact us at any time by email: info@yuzee.czWe will confirm receipt of the claim without delay and agree with you the further procedure of the claim.  However, you can also contact us at any time by telephone or email to check the status of your claim.
    8. Where can I make a complaint? You can make a complaint via email: info@yuzee.cz You also have the legal option to make a complaint by sending to our warehouse address listed above, or in person at the same address.
    9. Delivery of the claimed goods back to the seller. The goods must be returned complete, undamaged (except for the claimed defect), ideally in their original undamaged packaging so that we can follow good hygiene practice.
    10. Who bears the cost of shipping the goods claimed? If you request the removal of the defect (repair or delivery of new goods or part thereof), we bear the cost of transporting the claimed goods back to us. With prior agreement with you, we will arrange for the transport of the claimed goods to us using a carrier offered by us. After completing our form, you will receive a return code which will also be sent to your email address. Finally, you will take the returned goods to be reprocessed according to the instructions in the email. Please note that returned goods sent by cash on delivery and/or other means at our expense will not be collected by us and will be returned to you at your expense.
    11. Positive Complaint. However, if your claim is accepted as valid, you will be entitled to reimbursement of the reasonable costs incurred in making a valid claim. These costs are understood to be the least necessary costs (i.e. the cost of sending the goods by the cheapest available means of transport). A claim for reimbursement of these costs must be made no later than 1 month after the expiry of the time limit for exercising the right of defective performance.
    12. Confirmation. Upon receipt of the claimed goods, a confirmation of receipt of the shipment with the claimed goods and its contents will be sent to the e-mail address you have specified.
  1. HOW QUICKLY YOUR CLAIM WILL BE PROCESSED
    1. When will the complaint process be completed? The Civil Code gives us 30 days from the date of the defect to settle the complaint. We try to settle the complaint without undue delay, usually within 5 days, it is our priority. Within this time limit, the claim process is usually concluded by us at the latest.
    2. Defect assessment. After the delivery of the claimed goods back to us, an assessment of the defect is made and we contact the customer with a preliminary opinion. The time required for a professional assessment of the defect (e.g. it may be necessary for us to request the assistance of our supplier or the manufacturer) is not included in this period.
    3. If the goods are defective, the complaint process is concluded within 30 days of the defect being pointed out. In justified cases, a longer time limit may be agreed with the customer by the authorised employee. We are obliged to ask you to complete the documentation as soon as possible.
    4. If the goods are not found to be defective, you will be informed of the rejection of the claim. We will agree on the next course of action.
  1. HOW TO HANDLE THE COMPLAINT
    1. What will affect my options. You will have the right to request that the defect be rectified. You may choose to:
      1. Repair of the item;
      2. delivery of a new item; or
      3. supplying the missing part.

This should not be an unreasonable demand on your part. If repairing the item will cause us considerable difficulty or is not a reasonable request in view of the value of the item and the significance of the defect, we will tell you. We will do the same if we judge your request for a new item to be unreasonable in view of the defect in the goods or the value of the goods.

  1. If the defect constitutes a material breach of the contract of sale.If the defect constitutes a material breach of the contract of sale, you will have the right to withdraw from the contract of sale or claim a reasonable discount on the purchase price of the goods.
  2. When will you be able to claim a discount on the purchase price or withdraw from the contract?In some situations, you may be able to claim a reasonable discount on the purchase price or withdraw from the contract. This will not be possible in situations where the defect in the goods is not significant. What will be the situations where you can claim a reasonable discount on the purchase price or withdraw from the contract and claim a refund of the purchase price:
    1. We will not repair or replace the item;
    2. we will not repair or replace the item in accordance with the law;
    3. refuse to remedy the defect;
    4. the defect in the goods is repeated despite the repair or replacement of the item;
    5. the defect is so serious as to justify an immediate reduction in the purchase price or withdrawal from the contract; or
    6. we declare or it is clear from the circumstances that we will not remedy the defect within a reasonable time or without causing serious inconvenience to the buyer.
  1. You will tell us how to deal with the complaint. If we do not, we will ask you.You are obliged to tell us what right you have chosen from the defective performance when you notify us of the defect or without undue delay after notification of the defect. You may not change the choice you have made without our consent; this does not apply if you request the repair of a defect that proves to be irreparable.
  2. Return of the original goods.When settling a complaint by delivery of new goods, you are obliged to return the goods originally delivered to us (unless we agree otherwise).
  3. TERMINATION OF THE CLAIM
    1. If you have sent the goods to us for complaint. If the claimed goods have been sent to us for claim by a carrier, they will be sent automatically to the address you have provided to us after the claim has been processed. If applicable, we will give reasons for rejecting the claim.
    2. If you have claimed the goods from us in person. After the claim has been settled, you will be notified that the claim has been closed and you will be asked to take delivery of the claimed goods without undue delay, at the latest within 30 days of the date on which you were informed of the settlement of the claim. If you wish to have the goods sent to your home after the claim, we will arrange this at our expense. Alternatively, we will give you reasons for rejecting the claim.
    3. If we are refunding the purchase price, we will send the purchase price back to the bank account you provide to us without undue delay.
    4. You may also collect the goods you have complained about from us in person within 30 days of the date on which you were notified of the complaint. After this period, we are entitled to charge a storage fee in accordance with § 2120 (1) in conjunction with § 2159 (2) of the Civil Code. A daily storage fee of CZK 10 is charged. If you wish to have the goods sent to your home after the claim, we will arrange this at our expense.
    5. If you do not collect the goods from a settled claim within 3 months of being informed of the settlement, we reserve the right to sell the goods and use the proceeds to pay the storage fee.
    6. You are obliged to inspect the goods on receipt, in particular that the parcel containing the goods contains everything it is supposed to contain. Later objections will no longer be taken into account.
  1. FINAL PART
    1. Legal rights. The customer's statutory rights are not affected by this Complaints Procedure.
    2. Validity. This Complaints Procedure (intended for consumers only) is valid from 1 July 2025 and supersedes previous Complaints Procedures.

 

%s ...
%s
%image %title %code %s