Complaints Procedure

This Complaints Procedure regulates the method and conditions for claiming defects in goods purchased through the Naarden online shop from our company.

Naarden International s.r.o., with registered office at Praha 6 – Bubeneč, Náměstí Interbrigády 640/8, Postal Code 16000

ID: 05737729

DIC: CZ05737729

registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, Insert 141860

Address for delivery: Naarden, s.r.o., Karlovarská Business Park, Na Hůrce 1077/4a, 161 00 Praha 6

Phone number: +420 724 805 748

Contact e-mail:

1. What defects are we responsible for?

As the seller, we are responsible for the fact that the goods are free from defects upon receipt. This means that the goods are delivered in the agreed quantity, quality and design and are accompanied by the relevant documents necessary for their use.

Differences in colour shades in reality and on electronic display devices cannot be considered as a defect of the goods.

You must complain about the defect without undue delay after you have had the opportunity to inspect the goods and discover the defect. The defect can be complained about within six months of receipt of the goods, even in the case of so-called. hidden defects, where the time limit specified in the second sentence of § 2112 par. 1 of the Civil Code does not apply to these cases.

As an entrepreneur, the goods are not covered by a quality guarantee.

2. What rights do you have from defective performance?

If the defective performance is a material breach of the contract, you are entitled, at your option, which you are obliged to notify us of at the time of notification of the defect or without undue delay thereafter, to delivery of a new or missing item, repair of the item, a reasonable discount on the purchase price, or you may withdraw from the contract.

If the defective performance is an insubstantial breach of contract, you have the right to have the defect removed or a reasonable discount on the purchase price.

If we do not remedy the defect in time, you have the right to a discount on the purchase price or to withdraw from the contract.

You do not have the right to withdraw from the contract or the right to demand delivery of a new item if you cannot return the goods in the condition in which you received them (except in the cases provided for in § 2110 of the Civil Code).

3. When can the rights from defective performance not be exercised?

You are not entitled to rights from defective performance if:

you knew about the defect before you took delivery;

you caused the defect.

Liability claims also do not apply to:

Wear and tear caused by use (wear and tear caused by use includes a reduction in the capacity of batteries and accumulators);

defects caused by improper use of the goods, failure to follow instructions, improper maintenance or improper storage.

For items sold at a lower price, we are not liable for the defect for which the lower price was agreed.

We are not liable for injury to persons or damage to property and goods caused by improper handling or misuse of goods or negligence.

4. How to proceed with a complaint?

You must file a claim with our company (or the person listed on the web interface as the repair person) without undue delay after the defect is discovered.

A claim can be made as follows:

Make a complaint in the online customer portal

you deliver the claimed goods (other than by cash on delivery, which we do not accept) to our company’s address. We recommend using a delivery address, you are legally entitled to deliver to any of our premises.

When sending the goods, wrap them in suitable packaging to prevent damage or destruction.

The goods should be accompanied by a proof of purchase or a tax document – an invoice, if issued, or another document proving the purchase of the goods, together with a description of the defect and a proposal on how to resolve the complaint. Failure to submit any of the above documents does not prevent the positive settlement of the claim according to the statutory conditions.

The moment of filing a claim is the moment when we are notified of the occurrence of a defect and the right to claim liability for defects in the sold item.

Complaints received are handled without undue delay, but no later than 30 days from the date of the complaint, unless we agree otherwise. We will issue you a written confirmation of the claim and its settlement.

In the case of a disputed claim, we will decide on its acceptance within three working days from the date of the claim.

This Complaints Procedure is valid and effective from 31.5.2021