COMPLAINTS PROCEDURE

If products you obtained from us are non-functional or damaged, please follow these rules. Rights linked to defective performance are described in Article 7 of the Terms and Conditions. Other rights and obligations of the parties in connection with the Vendor’s liability for defects are be governed by the Complaints Procedure.  
The purchaser’s rights with regard to defective performance in the manufacture of goods to order are governed by Article 7 of these T&C and by the Special Provisions concerning the manufacture of goods to order as described in Article 9 of the T&C.
The return of goods on the grounds of withdrawal from the contract is described in Article 8 of the T&C. The Vendor will process complaints within 30 days after receiving them, unless the Vendor and purchaser agree on a longer time limit.

The guarantee period on goods sold is 24 months. The guarantee period on delivered goods starts on the day on which the goods are received by the customer. The guarantee period is not extended in the event of an unjustified complaint.
If a complaint concerning goods was dealt with within the statutory time limit by the replacement of the goods with new goods, the guarantee is restored in full.

The purchaser sends complaints to the Vendor’s e-mail address: info@landsingershop.cz.  COMPLAINT PROTOCOL here. The purchaser must send a description and photograph of the product defect being complained about.

Products covered by the right to assert a complaint must be handed over for assessment immediately after the defect is detected.

The purchaser notes that the products are mostly made from natural leather, which has specific properties and therefore requires appropriate care.
Every purchaser is informed how to care for leather products. A document called “Leather Care” is enclosed in every dispatched consignment.

The guarantee applies to material defects, functional defects or defects arising during manufacture or assembly of goods done by the Vendor. 
It does not apply to wear-and-tear and defects caused by the use of goods.
The Vendor is responsible for ensuring that delivered goods are free from defects. If it later turns out that goods have some defect, the customer has the right to have the product replaced or repaired.
In the event of a defect the Vendor may offer a discount on the purchase price.
If that is not possible, the purchaser may withdraw from the contract.
In the case of rejected complaints the costs of complaints procedure and handling fees may be billed by agreement. 
In the case of rejected complaints the item complained about is returned to the purchaser. Purchasers will be informed about the processing of complaints by e-mail or possibly SMS text message.

The purchaser is also obliged to hand over the goods to the Vendor so that the Vendor can assess the claim with regard to defective performance. Goods for assessment must be delivered to the Vendor’s address with the appropriate documents and a description of the defect. The Vendor’s contact details: deliveries address: Šárka Hrdličková, Slezská 105, Prague 3, 130 00; e-mail address: info@landsingershop.cz; telephone: 737 080 202

Consignments sent cash-on-delivery will not be accepted. The goods must be carefully packaged for transportation to prevent any further damage.

The Complaints Procedure is effective from: 06.02.2023