Complaints and returns
Are you dissatisfied with the product you purchased from us? Is it still within the warranty period?
If the product does not meet your expectations for any reason, you can return it within 14 days according to our terms and conditions.
Please contact us, and we will resolve it to your utmost satisfaction!
Before sending the product back to us, please go through the conditions for handling complaints and returns.
Print our simple complaint form or the form for withdrawal from the purchase contract, attach a copy of the tax document (invoice), and send it along with the product to the address (please contact us in advance):
Momo Prague, s.r.o.
ID: 19547595
VAT ID: CZ19547595
Libeň 25
Libeř
252 41
Downloadable Forms:
WITHDRAWAL_FROM_THE_PURCHASE_AGREEMENT_MOMOPRAGUE
Thank you for your understanding and for your purchase.
Complaint Procedure
Operator:
ID: 19547595
VAT ID: CZ19547595
Libeň 25
Libeř
252 41
1. BASIC PROVISIONS
This complaint procedure is a binding provision that summarizes the mutual business relationship, conditions, rules, rights, and obligations between you as the purchasing customer (hereinafter referred to as the "Buyer") and the operator of the online store www.momoprague.com (hereinafter referred to as the "Seller"). It becomes binding for both parties at the moment of concluding the purchase contract (the date of acceptance of the Buyer's order by the Seller).
2. OBVIOUS DEFECTS UPON RECEIPT OF GOODS
If the goods exhibit obvious defects when received from the shipping company, especially if the packaging is damaged, the Buyer is entitled to refuse the shipment. In such a case, the Buyer should create a protocol with an employee of the shipping company regarding the damaged shipment. In this case, the Buyer retains the right to either receive proper performance from the Seller or receive a refund of the purchase price, at the Buyer's discretion. If the Buyer accepts the shipment from the shipping company and discovers obvious defects after unpacking (incomplete shipment, mechanical defects), the Buyer is obligated to inform the Seller in writing without delay, but no later than 3 days from the date of receipt.
3. RETURN OF GOODS WITHOUT SPECIFYING A REASON
According to law 367/2000 Sb., the Buyer has the right to withdraw from the contract within 14 days from the date of receiving the fulfillment without specifying a reason. The goods must be returned to the address of the Seller (Momo Prague s.r.o.) as a regular parcel. Include a contact phone number: +420 725 141 329.
Shipments returned via cash on delivery will not be accepted. The goods, including the original packaging, must be undamaged, unused, and capable of further distribution. All documents, instructions, warranties, etc., must be included. A copy of the purchase receipt from our store - invoice, must be included with the returned shipment. The Seller will promptly refund the money for the ordered goods, including the lowest shipping cost. If the above conditions are not met, the Seller will not be able to accept the contract withdrawal, and the goods will be returned at the Buyer's expense. If the goods are not accepted and are returned, the Seller has the right to charge storage fees for each day of delayed pick-up at a rate of 0.05% of the value of the goods. Prior notice of the return is required by email to the Seller at info@momoprague.com, stating: "I want to unilaterally withdraw from the contract dated dd.mm.yyyy, order number (order number) and request a refund of the paid amount for the goods to account number (your account number). Date and signature."
4. DISCREPANCY WITH PURCHASE AGREEMENT
If the goods received by the Buyer do not conform to the purchase agreement ("discrepancy with the purchase agreement"), the Buyer has the right to request the Seller to bring the goods into conformity with the purchase agreement, free of charge and without undue delay, according to the Buyer's request either by exchanging the goods or by repairing them. If such a procedure is not possible, the Buyer may request a reasonable discount on the price of the goods or withdraw from the contract. This does not apply if the Buyer knew of the discrepancy with the purchase agreement before receiving the goods or if the Buyer caused the discrepancy with the purchase agreement themselves. A discrepancy with the purchase agreement that becomes apparent within six months from the date of receipt of the goods is deemed to have existed at the time of delivery, unless it contradicts the nature of the goods or is proven otherwise.
5. WARRANTY PERIOD
The warranty period starts from the date of delivery of the goods to the Buyer. The warranty period for most of the sold goods is 24 months. For types of goods where the manufacturer offers an extended warranty period, this information is provided by the Seller on the warranty certificate or on the product pages.
6. PLACE OF CLAIM
A claim for goods must always be made at the Seller's partner's establishment. The address of the establishment is Libeň 25, 25241 Libeř. If the Buyer decides to send the claimed goods to the address of the establishment, they must inform the Seller in advance, either by phone or by email to info@momoprague.com. It is in the Buyer's interest to ensure that the goods are packed in a suitable and sufficiently protective packaging material that meets the requirements for the transport of fragile goods.
7. METHOD OF CLAIMING
A claim is made by a unilateral legal act in which the Buyer points out a specific defect, describes how the defect manifests, and states what specific claim for liability for the defect they are asserting (claim protocol). This should be done in writing and emailed to the Seller. Documentation of the defect in the form of attached photographs can simplify the entire claims process. Under no circumstances should the goods be sent to the Seller's address without prior written notice of the claim. The period of 30 days for rectifying the defect begins upon receipt of the goods by the Seller. The Seller will promptly contact the Buyer and agree on the most suitable form of the claims procedure. In all cases, a claim protocol, a copy of the purchase receipt from our store - invoice, and the complete product must be submitted. In the case of a repeated claim, the Buyer is also required to submit a copy of the protocol from the previous warranty repair. If the Seller is unable to process the claim within 30 days from the date of submitting the claim, the Buyer is granted the same rights as if it were an irreparable defect that completely prevents the use of the goods. The Buyer is entitled to exchange the goods for the same or similar quality, type, and kind.
8. UNJUSTIFIED CLAIM, EXPIRATION OF THE RIGHT TO CLAIM
If a claim is unjustified, the Buyer is obligated to reimburse the Seller for the expenses incurred in connection with the unjustified claim. The right to claim expires when using the goods in conditions that do not correspond to the conditions specified in the documentation for the goods (including warnings on the original packaging of the goods), with careless, excessive, or unprofessional handling, or in the event of force majeure.
Warranty does not cover damage caused by:
1. The claim applies only to defects caused by the manufacturer and does not apply to damage caused by incorrect or careless use and natural wear and tear, including gilding.
2. It does not apply to mechanical damage (tearing, wear, breakage, scratching, abrasion of the surface layer...), or other mechanical damage and visible errors, defects caused by not following recommended care of use.
3. If all of the above has been followed and you still want to complain about the product, please fill out the complaint form below or contact us at info@momoprague.com and we will do our best to meet and deal with your problem.
The legal deadline for handling complaints is 30 days, but we always try to solve everything as soon as possible.
9. CONTACT FOR CLAIMS
Use this contact for processing claims: info@momoprague.com.
The claims policy is valid from 11. 11. 2023.