Complaints procedure

I. Basic provisions

The Complaints Procedure regulates the procedure of the buyer and GARED s.r.o., as the seller, in the situation when, despite the best efforts of our company to maintain a high standard of quality of the goods sold, a legitimate reason arises on the part of the buyer to exercise the rights of liability for defects in the goods sold. This Complaint Procedure has been prepared in accordance with the provisions of Act No. 89/2012 Coll., the Civil Code and Act No. 634/1992 Coll., on Consumer Protection, as amended, and applies to goods for which the buyer's rights under liability for defects and quality guarantee are exercised during the warranty period.

The Seller is the company GARED Ltd, with its registered office at Družstevní 278, 517 01 Solnice, ID No. 288 19 446, registered in the Commercial Register maintained by the Regional Court in Hradec Králové, Section C, Insert 29329. GARED Ltd. is a person who, when concluding and performing the contract, acts within the scope of its commercial or other business activity. A buyer is anyone who, outside the scope of his business activity or outside the scope of his independent exercise of his profession, concludes a contract with GARED Ltd. or otherwise deals with it.


II. Liability for defects in goods and quality guarantee

GARED s.r.o. shall be liable to the buyer for defects in the goods in accordance with the provisions of the Civil Code on liability for defects. GARED s.r.o. provides a guarantee for the quality of the goods to the extent specified in the purchase contract or in the guarantee certificate for the goods. In the event that the warranty certificate is not enclosed, GARED s.r.o. warrants that the goods will be fit for the stated or otherwise usual purpose, that they will have and retain the stated or otherwise usual characteristics, using faultless materials, for technically perfect workmanship and for compliance with design standards as regards dimensions, performance and other stated characteristics.

The warranty does not cover:

  • mechanical damage caused by the user or parts or parts of the goods affected by such damage,
  • damage and defects caused by neglect of maintenance, failure to comply with the obligations set out in the instructions for use and warranty card (if enclosed) and safety instructions, improper use, operator error or unprofessional intervention,
  • defects due to storage in an unsuitable environment,
  • defects for which the price of the goods has been reduced, unless otherwise agreed,
  • modifications and interventions to the goods not carried out by GARED,
  • wear and tear caused by normal use or damage caused by careless handling.
  • defects caused by the use of non-original parts,
  • wear and tear caused by normal use or damage caused by careless handling.



III. Warranty period

The warranty period provided by GARED s.r.o. for the goods is 24 months. The warranty period starts on the date of sale of the goods. The warranty period is extended by the period during which the goods have been under warranty repair.


IV. Procedure for exercising rights arising from defects in goods (claims)

The buyer has the right to exercise the rights from defects in the goods with the seller in GARED s.r.o. The Buyer shall exercise his rights from defective performance without undue delay after he discovers that the goods are defective. When exercising the rights from defective performance, the buyer is obliged to mark the defect and prove the date of sale of the goods. GARED s.r.o. is obliged to issue a written confirmation to the Buyer, in which it shall indicate the date and place of exercising the rights from defects of the goods, the characteristics of the alleged defect, the method of settlement of the claim requested by the Buyer and the manner in which the Buyer will be informed of its settlement.

GARED s.r.o. shall decide on the claim immediately, in complex cases within seven working days. The complaint, including the removal of the defect, must be settled without undue delay, no later than within 30 days from the date of its application, unless a longer period is agreed with the buyer. GARED s.r.o. will invite the buyer to take delivery of the claimed goods after the complaint has been duly settled.


V. Method of complaint handling

A. Removable defects

  • Removable defects are defects that can be removed by repair without affecting the appearance, function and quality of the goods. In the event of a removable defect, the buyer has the right to have it removed free of charge, in a timely and proper manner.

B. Irremediable defects, recurrence of defects after repair, multiple defects

  • An irremovable defect is a defect that cannot be eliminated or is impractical to eliminate, taking into account all the relevant circumstances. In the event of the occurrence of an irremovable defect, multiple defects (at least 3 defects) or repeated occurrence of defects after repair (at least the third occurrence of a defect), the buyer has the right to demand the replacement of the goods with new, defect-free goods or to withdraw from the purchase contract.

VI. Concluding provisions

Matters not regulated by these Complaints Rules are governed by the provisions of Act No. 89/2012 Coll., the Civil Code and Act No. 634/1992 Coll., on Consumer Protection, as amended. This Complaints Procedure shall come into force and effect on 1 January 2016.