Refund policy
This Complaints Procedure for Consumers (hereinafter referred to as "complaints procedure") regulates the manner and conditions for claiming defects in goods purchased by consumers through the online store BU1 of our company:
BU1 sport s.r.o., located at Nákladní 36/16a, Město, 746 01 Opava
Company ID: 059 29 377
VAT ID: CZ05929377
registered in the Commercial Register maintained by the Regional Court in Ostrava, section C, insert 69933
delivery address: Nákladní 36/16a, 746 01 Opava
phone number: +420 775 114 014
contact email: bu1@bu1.cz
1. What defects in goods are we responsible for?
1.1. As the seller, we are responsible for ensuring that you received the goods you ordered and that the goods are free from defects upon receipt. This means that the goods upon receipt must, in particular:
- correspond to the agreed description, type, and quantity, as well as quality, functionality, compatibility, interoperability, and other agreed characteristics;
- be suitable for the purpose for which you require it and which we have agreed upon;
- be delivered with the agreed accessories and instructions for use, including assembly or installation instructions.
We are not responsible for defects that occur in the goods after receipt.
If a defect appears within one year of receipt, it is assumed that the item was defective at the time of receipt, unless the nature of the item or the defect excludes this.
1.2. Furthermore, we guarantee that the goods, in addition to the agreed characteristics:
- are suitable for the purpose for which items of this kind are usually used, taking into account the rights of third parties, legal regulations, technical standards, or industry codes of conduct, if there are no technical standards;
- in terms of quantity, quality, and other characteristics, including durability, functionality, compatibility, and safety, meet the usual properties of items of the same kind that you can reasonably expect, including our public statements, especially advertising or labeling;
- are delivered with accessories, including packaging, assembly instructions, and other usage instructions that you can reasonably expect;
- corresponds in quality or execution to the sample or template we provided you before concluding the contract.
Beyond the statutory period for consumers to claim defects, we do not provide any warranty for quality.
1.3. A defect in the goods cannot be considered a difference in color shades in reality and on electronic display devices. If the goods do not meet your expectations, you have the right to withdraw from the contract within 14 days of receiving the goods in accordance with Article 6 of the General Terms and Conditions for Consumers.
2. What is the timeframe for claiming a defect?
2.1. For unused consumer goods, the buyer can claim a defect that appears in the item within two years from the receipt of the goods, unless a longer period is specified on the website, in the documents attached to the goods, or in advertising.
For used goods, the buyer can claim a defect that appears in the item within one year from the receipt of the goods.
2.2. If the goods have a minimum shelf life date indicated, or if the item is perishable, the warranty period lasts until that date.
2.3. In the event that the goods are replaced or repaired, the new goods, or replaced parts and spare parts, do not start a new period. However, the period for claiming a defect is extended by the time during which you could not use the goods due to the defect, i.e., especially for the time the goods are under repair.
3. What rights do you have regarding defective performance?
3.1. Your rights regarding defective performance are governed by the Civil Code, particularly §§ 2099 to 2117, as well as §§ 2165 to 2174b. The provisions of §§ 2106 and 2107 regarding rights from defective performance do not apply.
3.2. In accordance with the above provisions, you are entitled to the following rights:
a) Exchange of goods
You can always request an exchange of goods due to a defect upon receipt of the goods unless the chosen method of remedying the defect is impossible or disproportionately costly compared to repairing the item; this will be assessed particularly with regard to the significance of the defect, the value the item would have without the defect, and whether the defect can be remedied without significant difficulty for the buyer.
b) Repair of the item
If the goods can be repaired, you are entitled to a free remedy for the defect. If during the complaint process it turns out that we are unable to repair the goods, or that the repair is disproportionately costly, particularly with regard to the significance of the defect and the value the item would have without the defect, we are entitled to inform you of the refusal to repair. In such a case, we will inform you promptly, and you can choose another method of handling the complaint listed here.
c) Discount on the purchase price
If there was a defect in the goods at the time of receipt, you can request a reasonable discount on the purchase price if:
- we refused to remedy the defects or did not remedy them within a reasonable time or without significant difficulty for the buyer;
- we are unable to remedy a defect that prevents you from using the goods properly, or we are unable to exchange the goods with this defect (e.g., the goods are no longer produced); or
- you cannot use the goods properly due to a recurring defect after repair (the same defect occurring after at least two previous repairs);
- the defect is a substantial breach of contract;
- there are multiple defects in the goods (the simultaneous occurrence of at least three removable defects, each of which prevents the proper use of the goods); or
- it is evident from our statement or the circumstances that the defect will not be remedied within a reasonable time (no later than 30 days from the filing of the complaint) or without significant difficulty for the buyer.
A reasonable discount is determined as the difference between the value of the item without defects and the defective item received by the buyer.
d) Refund (withdrawal from the contract)
You can request a refund only if, that:
- if we refused to remedy the defects or did not remedy them within a reasonable time or without significant difficulty for the buyer;
- we are unable to remedy a defect that prevents you from using the goods properly, or we are unable to exchange the goods with this defect (e.g., the goods are no longer produced); or
- you cannot use the goods properly due to a recurring defect after repair (the same defect occurring after at least two previous repairs); or
- the defect is a substantial breach of contract;
- there are multiple defects in the goods (the simultaneous occurrence of at least three removable defects, each of which prevents the proper use of the goods);
- it is evident from our statement or the circumstances that the defect will not be remedied within a reasonable time (no later than 30 days from the filing of the complaint) or without significant difficulty for the buyer; or
- the defect was caused by improper assembly or installation that was performed by us or under our responsibility according to the contract; or if the defect was caused by a lack of instructions provided to you along with the goods.
You do not have the right to withdraw from the contract if the defect in the goods is insignificant.
3.3. A condition for exchanging goods or obtaining a refund (withdrawal from the contract) is that you return the item in the condition in which you received it. Exceptions are cases where:
- a) the condition changed as a result of an inspection to determine the defect in the item;
- b) you used the item before discovering the defect;
- c) you did not cause the impossibility of returning the item in its unchanged state by your actions or omissions; or
- d) you sold the item before discovering the defect, consumed it, or altered the item during normal use; if this happened only partially, you will return to us what you can still return and compensate us to the extent that you benefited from using the item.
4. When can you not assert rights from defective performance?
4.1. You do not have rights from defective performance if:
- you caused the defect yourself; or
- the defect occurred in the item after you received it;
- the warranty period has expired.
4.2. The warranty and claims for defects do not apply to:
- wear and tear of goods caused by normal use (wear and tear from use also includes a reduction in the capacity of batteries and accumulators);
- defects in used items corresponding to the level of use or wear that the goods had at the moment you received them; or
- items, if it follows from their nature (especially goods that, by their nature, cannot last for the entire duration of the warranty period).
5. How to proceed with a complaint?
5.1. Submit your complaint to us without unnecessary delay from the moment you discover the defect.
5.2. Send the goods clean, washed, and free of any dirt.
5.3. We accept complaints at any of our locations, where the acceptance of complaints is possible considering the range of goods sold, and at our headquarters.
5.4. Recommended procedure for complaints:
- for faster processing, you can inform us about the complaint in advance by phone, email, or in writing;
- it is also advisable to inform us of which right from defective performance you have chosen, that is, whether you are interested in a discount on the purchase price, an exchange of goods, a repair of the item, a refund, or other rights in accordance with this complaints procedure and the Civil Code;
- deliver the complained goods to us along with the complaint or subsequently (not by cash on delivery, which we do not accept) to the address of our headquarters or location (or to the address of the person designated for the repair), and when sending, we recommend packing the goods in suitable packaging to prevent damage or destruction;
- to facilitate the process, it is advisable to attach proof of purchase or a tax document - invoice, if issued, or another document proving the purchase of the goods, along with a description of the defect and a proposal for how to resolve the complaint.
Failure to comply with any of the above steps or failure to present any of the above documents does not prevent the positive resolution of the complaint according to legal conditions.
5.5. The moment of filing a complaint is the moment when we are notified of the occurrence of a defect.
5.6. When you file a complaint, we will issue a written confirmation that includes the date of the complaint, the content of the complaint, the method of resolution you request, and your contact details for the purpose of providing information about the resolution of the complaint.
5.7. We will resolve the complaint, including the removal of the defect, no later than 30 days from the date of filing the complaint, unless we agree with you on a longer period in a specific case. We will inform you about the resolution of the complaint, including its method, within this period.
5.8. If you choose a right that cannot be granted for objective reasons (especially in the case of non-removable defects or in the case of an exchange of goods that is not possible), we will contact you promptly. In such a case, you can choose another right in accordance with this complaints procedure.
5.9. After resolving the complaint, we will issue a confirmation of the date and method of resolution, including confirmation of the repair performed and its duration, or a written justification for the rejection of the complaint.
5.10. In accordance with the Civil Code, you have the right to reimbursement of reasonably incurred costs when filing a complaint about the goods. Please note that you must assert the right to reimbursement of these costs within one month after the expiration of the period in which the defect must be claimed.
This Complaints Procedure is valid and effective from November 3, 2023.
Download the complaint protocol HERE
Form for withdrawal from the purchase contract HERE