Complaints Policy

1. Introductory Provisions

This complaints policy regulates the method and conditions for exercising rights arising from defective performance when purchasing goods through the VKUSE.cz online store.

The seller is:

Ing. Radek Mička
VKUSE
tř. Svornosti 896/54
779 00 Olomouc
ID: 01511602

E-mail: info@vkuse.cz
Phone: +420 604 330 353

(hereinafter referred to as the "Seller")

This complaints policy is issued in accordance with the Civil Code and the Consumer Protection Act.

2. Liability for Defects

The Seller is liable to the Buyer for ensuring that the goods are free of defects upon receipt.

Specifically, the Seller is liable for ensuring that:

  • the goods correspond to the agreed description,

  • have the properties listed for the product,

  • are suitable for the purpose for which they are normally used,

  • are delivered in appropriate quantity and quality.

If a defect appears within one year of receipt of the goods, it is presumed to have existed at the time of receipt, unless this is excluded by the nature of the goods or the defect.

3. Handmade Nature

VKUSE brand products are predominantly handmade in small batches.

The following are not considered defects, in particular:

  • minor differences in glaze shade,

  • variations in drawing, structure or texture of the surface,

  • minor dimensional deviations,

  • differences between individual pieces of the same product,

  • natural traces of handmade production.

These characteristics are a hallmark of original handmade production and are not a reason for complaint.

4. Product Use and Care

The Buyer is obliged to use the product in accordance with its intended purpose.

The Seller is not liable for damage caused by:

  • dropping or impact,

  • mechanical damage after receipt,

  • improper use,

  • failure to follow maintenance instructions,

  • exposure to sudden temperature changes,

  • using the product contrary to its purpose.

Unless otherwise stated for the product, ceramic products are recommended to be washed by hand.

Information on suitability for use in a dishwasher, microwave oven or oven is provided for individual products.

5. Filing a Complaint

Complaints can be filed:

By email

info@vkuse.cz

In writing

Ing. Radek Mička
VKUSE
tř. Svornosti 896/54
779 00 Olomouc

The Buyer should state:

  • order number,

  • description of the defect,

  • date the defect was discovered,

  • photos of the defect (if possible).

6. Complaint Process

Upon receipt of a complaint, the Seller will confirm its acceptance without undue delay.

The Seller may ask the Buyer to provide additional information or send the product for assessment.

The Buyer is obliged to provide the necessary cooperation for the resolution of the complaint.

7. Complaint Resolution

The complaint will be resolved without undue delay, no later than 30 days from the date of its proper filing, unless the contracting parties agree otherwise.

The Buyer will be informed of the outcome of the complaint via email or another agreed method.

8. Claims Arising from Complaints

If the complaint is justified, the Buyer may request:

  • removal of the defect,

  • delivery of a new product,

  • delivery of the missing part of the product,

  • a reasonable discount from the purchase price,

  • refund of the purchase price in cases stipulated by legal regulations.

The choice of complaint resolution method is governed by the relevant provisions of the Civil Code.

9. Damage During Transport

The Buyer is obliged to check the shipment upon receipt.

If the shipment is visibly damaged, it is recommended to:

  • refuse to accept the shipment or

  • draw up a damage report with the carrier.

Damage during transport should be reported to the Seller without undue delay and substantiated with photographs.

10. Custom Production

For products made to order or modified according to the customer's wishes, properties that correspond to the approved design, assignment or agreed specification cannot be claimed as defects.

This does not affect the buyer's statutory rights from defective performance.

11. Out-of-Court Dispute Resolution

In case of a dispute, the consumer has the right to contact:

Czech Trade Inspection Authority
Štěpánská 567/15
120 00 Prague 2

https://adr.coi.cz

12. Final Provisions

This complaints policy is an integral part of the terms and conditions of the VKUSE.cz online store.

This complaints policy comes into effect on June 21, 2026.

In Olomouc on June 21, 2026

Ing. Radek Mička
VKUSE