🔧 Complaints policy

GoPresso.cz
operator: Tobiáš Fišer
Obecní, 251 62 Louňovice
Company ID: 23865661
Email: info@gopresso.cz

1. Introductory Provisions

This complaints policy sets out the procedure for the Buyer and the Seller when asserting rights arising from liability for defects in goods purchased through the online store www.gopresso.cz.

The aim is to ensure that complaints are handled quickly, transparently, and in accordance with Act No. 89/2012 Coll. (Civil Code) and Act No. 634/1992 Coll., on consumer protection.

2. Buyer's Rights from Defective Performance

The Buyer has the right to file a complaint if:

  • the goods do not correspond to the concluded contract upon receipt,

  • there is a manufacturing defect,

  • it does not function correctly or does not perform its usual function.

The goods are covered by a statutory warranty period of 24 months from receipt.

If the defective performance is substantial, the Buyer has the right to:

  • repair or replacement of goods,

  • a reasonable discount on the price,

  • or withdraw from the contract.

3. Filing a Complaint

Complaints can be filed in the following ways:

  1. 📝 Online via the complaint form on the website www.gopresso.cz (recommended method),

  2. ✉️ By email to reklamace@gopresso.cz,

  3. 📦 By sending the defective goods to the address provided by the Seller to the Buyer after receiving the form.

When filing a complaint, you must provide:

  • order number,

  • description of the defect,

  • Buyer's contact details,

  • and ideally attach photos of the defective goods.

After submitting the online form, the Buyer will receive a confirmation of receipt of the complaint by email.

4. Complaint Resolution Method

The Seller will assess the complaint without undue delay, no later than 30 days from its receipt.
The Buyer will be informed of the outcome by email.

If the complaint is justified, the Seller will:

  • remedy the defect free of charge (repair or replacement), or

  • provide a reasonable discount, or

  • refund the full amount upon withdrawal from the contract.

By agreement with the Buyer, the Seller may send a new item without the need for physical return of the defective product (especially for low-value goods or in dropshipping).

5. Complaint Costs

The cost of transporting defective goods is borne by the Buyer.
In the case of an accepted complaint, the Seller will reimburse these costs or compensate them in the form of a discount coupon or refund.

6. Situations where a complaint cannot be accepted

Complaints cannot be asserted if:

  • the defect was caused by improper use or incorrect maintenance,

  • mechanical damage occurred after receipt,

  • the goods were exposed to moisture, extreme temperatures, or other inappropriate handling,

  • the defect arose from normal wear and tear during use.

7. Final Provisions

  1. This complaint policy is valid from November 1, 2025.

  2. The Seller reserves the right to amend it at any time - the current wording is always available at www.gopresso.cz.

  3. By completing and submitting the complaint form, the Buyer confirms that they have read this policy.