COMPLAINTS PROCEDURE

business company KyoPrint s.r.o. , registered office: Legionářská 231/15, 664 34 Kuřim, ID number: 29206294, VAT number: CZ29206294, a company registered in the commercial register of the Regional Court in Brno, in section C 65617, represented by Tomáš Kyanka, executive for the online store located at www.pixadoart.com

The Complaints Procedure is intended ONLY FOR THE CONSUMER CUSTOMER and forms an integral part of the General Terms and Conditions (hereinafter referred to as " GTC ").

Contact for questions:

By phone: +420 773 379 429

By email: info@pixadoart.com

Where to deliver the goods in the event of a complaint?

You can deliver the goods to us at the address of our establishment: KyoPrint s.r.o., Legionářská 231/15, 664 34 Kuřim .

HOW OUR GOODS SHOULD LOOK WHEN RECEIVED

1. What characteristics should our goods have at the time of receipt? We are responsible for ensuring that the purchased goods are free of defects upon receipt. In particular, we are responsible for ensuring that at the time you take over the goods:
1. the goods have the properties that we have agreed upon, that we or the manufacturer have described (including in the advertisement) or that you expected with regard to the nature of the goods,
2. the goods are suitable for the purpose for which we state their use or for which goods of this type are usually used,
3. the quality or performance of the goods corresponds to the agreement of the parties and/or the sample or original (if we based the order on them),
4. the goods are in the appropriate quantity, measure or weight,
5. the goods comply with the requirements of legal regulations.
2. Presumption that the goods are defective. If the defect becomes apparent within 12 months of receipt of the goods, it is considered that the goods were already defective upon receipt, unless we prove otherwise.

IN WHICH SITUATIONS YOUR CLAIM WILL NOT BE RECOGNIZED

1. What defects are we not responsible for? We are not responsible for defects:
1. which had the goods at the time of acceptance and a discount from the purchase price was negotiated for such a defect;
2. the defect arose on the goods due to wear and tear caused by normal use, or if this results from the nature of the goods,
3. the defect is caused by you and was caused by improper storage , improper maintenance , your intervention or mechanical damage , all of this in conditions that do not correspond to their temperature, dustiness, humidity, other environmental influences and is directly determined by us or the manufacturer as such (usually on the package leaflet / label goods) or it follows from legal regulations,
4. a defect in goods that have been modified by the customer and if the defect has arisen as a result of this modification,
5. by using the goods in inappropriate conditions that do not correspond to the temperature, dustiness, humidity, chemical and mechanical effects of the environment, which is directly determined by the seller or manufacturer, or results from legal regulations,
6. the defect arose as a result of an external event beyond our control (e.g. a natural event).

WHAT TO LOOK OUT FOR WHEN RECEIVING THE GOODS?

1. Please check the contents of our package carefully to make sure you received what you ordered . Check the goods and make sure of their properties (in particular, whether you have received the right type of goods, whether the goods have the agreed quality, whether the goods in their packaging contain everything they are supposed to contain).
2. A complaint is not possible for a defect that you have caused yourself, that you knew about or that you should have known by exercising usual care when concluding the purchase contract.

WERE THE GOODS DAMAGED DURING TRANSPORT?

1. Before receiving the goods from the carrier. Please check that the packaging is intact. If the package is damaged, tell the carrier directly, they will keep the package and return it to us. It is the easiest way to handle a claim for a damaged shipment, and a new shipment will be sent to you.
2. Is the product damaged in the package? Get in touch via the complaint form , which you send by e-mail: info@pixadoart.com , or by phone, we will handle the complaint with you within 3 days.

IF YOU RECEIVED SOMETHING DIFFERENT THAN YOU ORDERED FROM US, HOW TO PROCEED?

1. Did you receive something different than what you ordered? Contact us via the complaint form sent by e-mail: info@pixadoart.com . We apologize in advance for any discrepancies in the order and will do everything to make the complaint process as convenient as possible for you. We will contact you to agree on the next course of action.

DISCOVERY OF A DEFECT IN THE GOODS WITHIN 14 DAYS OF ACCEPTANCE

1. Will I discover the defect of the goods within 14 days of receiving them? The best way to contact us is through the complaint form sent by e-mail: info@pixadoart.com .
2. A complaint is not the same as a right of withdrawal. Within 14 days of receiving the goods, we guarantee you the right to withdraw from the purchase contract or exchange the goods for another. In this case, however, the goods must be returned undamaged, or in sealed or hygienic packaging. Otherwise, you are responsible for the reduction in the value of the goods and/or there is a risk that your right of withdrawal will not arise. If you have already unpacked the goods and discovered a defect during one of the first uses, we recommend that the most suitable procedure is to claim the goods.

DISCOVERY OF A DEFECT IN THE GOODS WITHIN 24 MONTHS OF ACCEPTANCE

1. When to complain about defective goods. You are obliged to report product defects to us (complain about them) without undue delay after the defect has appeared. You have a period of 24 months from the receipt of the goods, but not goods for which the period during which the goods can be used is stated on the packaging, label, in the instructions attached to the goods or in the advertisement in accordance with other legal regulations. The quality guarantee provisions (contractual guarantee) apply here.
2. What will happen after 24 months? After this period has expired in vain, the defects of the goods cannot be blamed. If this is possible for the goods in question, this period is extended by the time during which you could not use the goods because it was in the process of a valid complaint. Although we always try to handle complaints to your satisfaction, some products must be handled according to the instructions on the packaging/label/package insert - otherwise they will be damaged. Even if the period of 24 months has not yet passed in these cases, we cannot accept your claim in the case of goods that have been modified at your request and in the case of defects that arose as a result of an external event.
3. How can I complain about the goods? In order to complain about product defects, you can use our web complaint form , which intuitively guides you to enter all the necessary information about the product, including the chosen method of processing the complaint. Then send the form to our e-mail or post. You can complain about the goods by sending them to the address of our establishment .
4. We will confirm receipt of the complaint to your e-mail. The moment when we receive the data from you about the application of the product complaint is considered to be the moment of application of the complaint.
5. Who bears the costs of shipping the claimed goods? If you require the removal of a defect (repair or delivery of a new item or part of it), we will bear the costs of transporting the claimed item back to us, by sending you a return label for the return of the item via the carrier we choose, after prior agreement. Please note that claimed goods sent on cash on delivery and/or in another way at our expense will not be accepted by us and will be returned to you at your expense.
6. How the claimed goods should look. Please return the goods complete, undamaged (with the exception of the claimed defect). Please note that claimed goods sent on cash on delivery and/or in another way at our expense will not be accepted by us and will be returned to you at your expense.
7. Acknowledgment of acceptance. Upon receipt of the claimed goods, a confirmation of receipt of the shipment with the claimed goods and its contents will be sent to the e-mail address specified by you.

HOW QUICKLY YOUR CLAIM WILL BE HANDLED

1. When will the complaint process be closed? The Civil Code gives us a period of 30 days from the point of fault to deal with the complaint. We try to handle the complaint in the shortest possible time, it is our priority. Within this period at the latest, the complaint process is closed from our side.
2. Defect assessment. After delivery of the claimed goods back to us, an assessment of the defect is carried out and we will contact the customer with a preliminary opinion. This period does not include the time required for a professional assessment of the defect (e.g. it will be necessary on our part to request the cooperation of our supplier or manufacturer).
3. If the goods are defective , the complaint process is closed no later than 30 days after the defect was pointed out. In justified cases, the authorized worker can agree on a longer period with the customer. We are obliged to ask you to complete the documents in the shortest possible time.
4. If the goods are not found to be defective , you will be informed of the rejection of the claim. We will agree on the next course of action.

HOW TO CHOOSE THE COMPLAINT HANDLING METHOD.

1. What will affect my options. You will have the right to ask for the defect to be removed . According to your choice, you can choose:
1. repairing the thing;
2. delivery of a new thing; or
3. delivery of the missing part.

It should not be an unreasonable request on your part. If the repair of the item will represent significant difficulties for us or it will not be a reasonable request with regard to the value of the item and the significance of the defect, we will let you know. We will proceed in the same way if we evaluate your request for the delivery of a new item as unreasonable due to the defect of the goods or the value of the goods.

1. If it is a material breach of the purchase contract. If the defect constitutes a material breach of the purchase contract, you will have the right to withdraw from the purchase contract or request a reasonable discount from the purchase price of the goods.
2. When will it be possible to request a refund of the purchase price? In some situations, it will be possible to withdraw from the purchase contract and request a refund of the purchase price. It will not be possible in a situation where the defect of the goods is not significant. What will be the situations in which you can withdraw from the purchase contract and request a refund of the purchase price:
1. we refuse to remedy the defect in the goods or we have not repaired the defect within a reasonable period of time;
2. it will be apparent from our statement or otherwise that the defect will not be rectified within a reasonable time or without considerable difficulty to the buyer;
3. the defect of the goods manifests itself repeatedly; or
4. this is a material breach of the purchase contract.
3. When will it be possible to request a reasonable discount from the purchase price of the goods? In some situations, you will also be able to request a reasonable discount from the purchase price. It will not be possible in a situation where the defect of the goods is not significant. What will be the situations where you can request a reasonable discount from the purchase price?
1. we refuse to remedy the defect in the goods or we have not repaired the defect within a reasonable period of time;
2. it will be apparent from our statement or otherwise that the defect will not be rectified within a reasonable time or without considerable difficulty to the buyer;
3. the defect of the goods manifests itself repeatedly; or
4. this is a material breach of the purchase contract.
4. You tell us how to handle the complaint. If not, we will ask you. You have the obligation to inform us which right you have chosen from defective performance, upon notification of the defect or without undue delay after notification of the defect. You cannot change the choice you have made without our consent; this does not apply in the event that you request the repair of a defect that turns out to be irreparable.
5. Return of original goods. When settling a claim by delivering new goods, you are obliged to return the goods originally delivered to us (unless we agree otherwise).

TERMINATION OF CLAIMS

1. If you complained about the goods in person with us. After the complaint has been settled, you will be notified of the termination of the complaint and you will be invited to take over the claimed goods without undue delay, no later than 30 days from the day you were informed about its settlement. If you wish to send the goods to your home after the complaint, we will arrange this at our expense. Alternatively, we will give you reasons for rejecting the claim.
2. If you have sent us the goods for a claim. If the claimed goods were sent to us for a claim by the carrier, they will be automatically sent to your address, which you have given us, after it has been processed. Otherwise, we will justify the rejection of the claim.
3. If we return the purchase price , we will send the cashless purchase price back to the bank account that you inform us of, without undue delay.
4. You can also pick up the claimed goods from us in person, no later than 30 days from the day you were notified of the handling of the claim. After the expiration of this period, we are entitled to charge a fee for the storage of goods in the sense of § 2120, paragraph 1 in connection with § 2159, paragraph 2 of the Civil Code. A daily storage fee of CZK 20 is charged.
5. If you do not pick up the goods from the settled complaint within 6 months from the day you were informed about the settlement, we reserve the right to sell the goods and use the proceeds to pay the storage fee.
6. When you receive the goods, you are obliged to check them , especially that the shipment of goods contains everything it should contain. Later objections will no longer be taken into account. 

FINAL PART

1. The customer's rights arising from the law are not affected by this complaint procedure.
2. The complaints procedure (intended only for consumers) is valid from 20 February 2024 and cancels the validity of previous complaints procedures.