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Complaints Policy
COMPLAINTS PROCEDURE
1. Introductory Provisions
This complaints procedure governs the manner 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 No.: 01511602
E-mail: info@vkuse.cz
Phone: +420 604 330 353
(hereinafter referred to as "the seller")
This complaints procedure 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.
In particular, the seller is liable for ensuring that:
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the goods correspond to the agreed description,
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they have the properties stated for the product,
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they are suitable for the purpose for which they are normally used,
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they are supplied in appropriate quantity and quality.
If a defect manifests itself within one year of receipt of the goods, it is presumed that the defect existed at the time of receipt, unless the nature of the goods or the defect precludes this.
3. Nature of Handmade Production
VKUSE brand products are primarily handmade in small series.
The following are not considered defects, in particular:
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minor differences in glaze shade,
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differences in pattern, structure, or texture of the surface,
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minor deviations in dimensions,
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differences between individual pieces of the same product,
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natural traces of handmade production.
These characteristics are a distinctive feature of original handmade production and are not grounds for complaint.
4. Use and Care of Products
The buyer is obliged to use the product in accordance with its intended purpose.
The seller is not liable for damage caused by:
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dropping or impact,
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mechanical damage after receipt,
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improper use,
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failure to follow maintenance instructions,
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exposure to sudden temperature changes,
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use of 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
A complaint can be filed:
By email
In writing
Ing. Radek Mička
VKUSE
tř. Svornosti 896/54
779 00 Olomouc
The buyer should state:
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order number,
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description of the defect,
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date the defect was discovered,
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photographs of the defect (if possible).
6. Complaint Process
Upon receipt of the 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 handling the complaint.
7. Complaint Resolution
The complaint will be resolved without undue delay, no later than 30 days from the date of its proper submission, 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 a Complaint
If the complaint is justified, the buyer may request:
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remedy of the defect,
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delivery of a new product,
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delivery of the missing part of the product,
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a reasonable discount on the purchase price,
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return 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 inspect the shipment upon receipt.
If the shipment is visibly damaged, it is recommended to:
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refuse to accept the shipment or
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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 customer's wishes, properties corresponding to the approved design, assignment, or agreed specification cannot be complained about.
This does not affect the buyer's statutory rights arising 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
12. Final Provisions
This complaints procedure is an integral part of the terms and conditions of the VKUSE.cz online store.
This complaints procedure comes into effect on June 21, 2026.
In Olomouc on June 21, 2026
Ing. Radek Mička
VKUSE
