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COMPLAINTS PROCEDURE

COMPLAINTS PROCEDURE for GALARD boutiques

(Applicable to Galard Brno s.r.o., Údolní 552/31, 602 00 Brno, Company ID No.: 29273200
and Galard Praha s.r.o., Petrská 1132/4, 110 00 Prague 1, Company ID No.: 02596598)

1. General Provisions

The Seller shall be liable to the Buyer for defects in the product in accordance with the relevant provisions of Act No. 89/2012 Coll., the Civil Code of the Czech Republic, and, in the case of consumers, also Act No. 634/1992 Coll., on Consumer Protection, as well as any contractual agreement between the Seller and the Buyer.

The Buyer is obliged to inspect the product upon delivery and notify the Seller of any apparent defects without undue delay.

2. Liability for Defects – Consumer

The Seller shall be liable to the Consumer that the product is, upon delivery, in conformity with the purchase agreement, in particular free from defects and having the agreed properties.

In the case of custom-made products, conformity with the contract means compliance with the binding order and the specifications approved by the Buyer.

If the product is not in conformity with the purchase agreement upon delivery, the Consumer is entitled to:

  • free removal of the defect by repair, or

  • a reasonable discount from the purchase price.

In the event of a material breach of contract, the Consumer is entitled to withdraw from the contract, except for custom-made products in accordance with Section 1837 of the Civil Code.

3. Warranty and Complaint Time Limits – Consumer

The Seller provides a 24-month warranty for products, unless stated otherwise.

The warranty period shall commence on the date the product is received by the Buyer.

The complaint shall be resolved no later than 30 calendar days from the date of its submission, unless otherwise agreed by the parties.

A defect is considered removable if it can be repaired without adversely affecting the appearance, functionality, or quality of the product.

4. Non-Removable Defects

If a defect is non-removable and prevents proper use of the product, the Buyer is entitled to:

  • request a replacement of the product, or

  • withdraw from the contract, unless otherwise provided by law.

A non-removable defect is a defect that cannot be remedied or whose remedy would be unreasonable given all relevant circumstances.

5. Liability for Defects – Business Customer

Where the Buyer acts as a business entity, the Seller provides a quality warranty for a period of 12 months from the date of receipt of the product.

The rights and obligations of the Seller and the Buyer shall be governed by Sections 2113 et seq. of the Civil Code.

The Buyer may request a discount from the purchase price or withdraw from the contract due to a material breach only after the expiry of an additional reasonable period granted to the Seller to remedy the defect.

6. Submitting a Complaint

Complaints may be submitted in person at GALARD boutiques:

  • Brno – Údolní 552/31, 602 00 Brno

  • Prague – Petrská 1132/4, 110 00 Prague 1

The Buyer is required to:

  • submit the complaint without undue delay after the defect appears,

  • present proof of purchase,

  • deliver the product complete, clean, and hygienically safe,

  • clearly identify the claimed defect.

The Seller reserves the right to refuse products that do not meet basic hygiene standards.

7. Exclusions from Warranty

The warranty does not apply in particular to:

  • normal wear and tear,

  • natural properties of materials,

  • defects caused by improper use, maintenance, or unprofessional intervention,

  • defects for which a discount from the purchase price has been granted.

8. Final Provisions

Upon completion of the complaint procedure, the Buyer is obliged to collect the product.

If the Buyer fails to collect the product in due time, the Seller is entitled to send the product to the Buyer’s address at the Buyer’s expense.

This Complaints Procedure shall become effective on 1 January 2026.

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