1 Introduction and scope

Seller / manufacturer: JELÍNEK – furniture production s.r.o, Masarykova 672/35, 757 01 Valašské Meziříčí, Czech Republic, Company ID 428 66 022, tel. +420 602 575 091, e-mail [email protected], www.jelinek.eu.

These Complaints Procedures, in accordance with Sections 2099–2117 and Sections 2161–2174 of Act No. 89/2012 Coll., the Civil Code, and Regulation (EU) 2019/771 of the European Parliament and of the Council, set out the basic rules for exercising rights arising from defective performance (hereinafter referred to as “complaints”) for all products sold under the brand JELÍNEK.

Detailed warranty periods, including extended warranties and specific terms for individual product lines, are provided in separate documents. "Warranty Conditions and Instructions for Use and Maintenance" on the website www.jelinek.eu/garucni-podminky These extended terms and conditions do not change or limit the consumer's statutory rights under this Complaints Procedure.

2 Buyer's rights from defective performance

1. The seller is responsible to the buyer that the goods are free from defects upon receipt.

2. If a defect occurs in 24 months from the date of receipt, the buyer has the right to demand, depending on the nature of the defect:

   • repair product,

   • exchange the product (or part thereof),

   • reasonable discount from the purchase price, or

   • withdrawal from the contract (refund) if the defect is significant or reoccurs after repair.

3. If the removal of the defect is not possible or practical, the buyer may choose another claim according to point 2.

4. After 24 months, the buyer's rights are governed by the individual (or extended) warranty specified in JELÍNEK warranty conditions.

3 Filing a complaint

1. The buyer files a complaint without undue delay at the retailer from whom the product was purchased (including company stores or the JELÍNEK e-shop). The seller will forward the complaint to the manufacturer. The complaint can be filed:

   • by personally handing over the defective product to the seller's premises, or

   • in writing/email with a description of the defect; in such a case, the product can only be delivered upon request from the seller.

2. The complaint must contain:

   • original or copy of proof of purchase (invoice, receipt) and — if issued — a duly completed warranty certificate (delivery certificate),

   • a brief description of the detected defect and the requested method of resolution,

   • Buyer's contact details (phone, email, address).

3. The product being claimed must be clean, dry and properly packagedFor hygiene reasons, contaminated goods cannot be accepted.

4. At the request of the seller or manufacturer, the buyer is obliged to allow inspection of the defective product or to document the defects with photographs or video.

4 Complaint handling

1. The seller (or manufacturer) will decide on the method of handling the complaint. without delay, in complex cases no later than 30 days from application.

2. The deadline for handling a complaint (repair, exchange, discount, refund) is 30 days from the date of application; after its futile expiration, the buyer may withdraw from the contract.

3. The buyer is informed about the progress and outcome of the complaint by e-mail or telephone and receives written confirmation.

4. Transportation costs defective goods and return shipping are paid for justified complaint to the seller; unauthorized The buyer bears the costs of the complaint.

5 Out-of-court dispute resolution

The out-of-court settlement of consumer disputes is the responsibility of Czech Trade Inspection (www.coi.cz). The buyer can also use the platform ODR at the address https://webgate.ec.europa.eu/odr/.

6 Final provisions

• This Complaints Procedure is available on the website www.jelinek.eu/reklamace 

• The buyer's rights arising from generally binding legal regulations are not affected by these rules.

• These Complaints Procedures come into effect July 1, 2025.