Don't you like the goods you purchased from us? Is it still within the warranty period?

If the goods don't suit you in any way, you can return them within 14 days according to the Terms and Conditions.

Contact us and we will do our best to resolve everything to mutual satisfaction.
Before sending the goods, please familiarize yourself with the conditions of the complaint and return procedure.

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 together with the goods to the address (please contact us in advance):

Jan Kuběnka

ID No.: 73846091
VAT No.: CZ8211071836
Dukelská 2791/8a
Cheb
350 02

Forms for download:

COMPLAINT FORM

Thank you for your understanding and for your purchase.

Complaint Policy

Operator:

Jan Kuběnka
ID No.: 73846091
VAT No.: CZ8211071836
Dukelská 2791/8a
Cheb
350 02

1. BASIC PROVISIONS

This complaint policy is a binding provision and 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.tacticalgamesshop.eu (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. APPARENT DEFECTS UPON RECEIPT OF GOODS

If the goods show apparent defects when being received from the transport company, i.e. in particular damaged packaging, the Buyer is entitled to refuse to accept the shipment. In such a case, the Buyer shall draw up a protocol on damage to the shipment together with an employee of the transport company. In such a case, the Buyer's claim for proper performance by the Seller or for a refund of the purchase price according to the Buyer's choice remains valid. If the Buyer accepted the shipment from the transport company and discovered apparent defects after unpacking the shipment (incomplete shipment, mechanical defects), they are obliged to notify the Seller in writing immediately, but no later than 3 days after receiving the shipment.

3. RETURN OF GOODS WITHOUT GIVING A REASON

According to Act No. 367/2000 Coll., the Buyer has the right to withdraw from the contract within 14 days of receiving the performance without giving a reason. The goods must be returned to the address of the Seller's partner (Jan Kuběnka) by parcel service to the address: Dukelská 2791/8a, Cheb, 350 02.

Shipments returned by cash on delivery will not be accepted. The goods including the original packaging must be intact, undamaged, and unused. All requisites must be included and the goods must be capable of further distribution. A copy of the proof of purchase from our store - invoice - must be included with the returned shipment. Based on the goods returned in this way, the Seller will promptly refund the money for the ordered goods in the amount of the price for which the goods were purchased, including the cheapest shipping. If the above conditions are not met, the Seller will not be able to accept the withdrawal from the contract and the goods will be returned at the Buyer's expense. If the goods are not collected and are being returned, the Seller is entitled to charge a storage fee for each day of delay in collecting the goods at a rate of 0.05% of the value of the goods. To return goods, you must first notify the Seller at info@krtex.cz with the following message: "I wish 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 THE PURCHASE CONTRACT

If the goods upon receipt by the Buyer are not in conformity with the purchase contract ("discrepancy with the purchase contract"), the Buyer has the right to have the Seller bring the goods into a condition corresponding to the purchase contract free of charge and without undue delay, either by replacing the goods or repairing them, according to the Buyer's request. 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 about the discrepancy with the purchase contract before accepting the goods, or if the Buyer caused the discrepancy with the purchase contract themselves. A discrepancy with the purchase contract that manifests itself within six months of the date of receipt of the goods is considered to be a discrepancy existing at the time of its receipt, unless this contradicts the nature of the goods or unless the contrary is proven.

5. WARRANTY PERIOD LENGTH

The warranty period begins on the day the goods are handed over to the Buyer. The warranty period for most goods sold 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 card or on the product pages.

6. METHOD OF FILING A COMPLAINT

If the Buyer decides to send the complained goods to the premises address, they must first notify the Seller either by phone or by email at info@paintballarenacheb.cz. In their own interest, they should ensure that the goods are packed in suitable and sufficiently protective packaging material that meets the requirements for transporting fragile goods.

7. COMPLAINT PROCEDURE

A complaint is filed by a unilateral legal act in which the Buyer identifies a specific defect, describes how the defect manifests itself, and states what specific claim from liability for the defect they are asserting (complaint protocol). This shall be done in writing and delivered to the Seller by email. Documentation of the defect in the form of an attached photograph can simplify the entire complaint process. Under no circumstances should you send goods to the Seller's address without prior written notification of the complaint. From the time the Seller receives the goods, a 30-day period begins for rectifying the defect. The Seller will promptly contact the Buyer and agree with them on the most suitable form of complaint procedure. In all cases, it is necessary to submit a complaint protocol, a copy of the proof of purchase from our store - an invoice, and the complete product. If it is a repeated complaint, the Buyer is also obliged to submit a copy of the protocol from the previous warranty repair. In the event that the Seller is unable to process the complaint within 30 days from the date of filing the complaint, the Buyer is granted the same rights as if it were an irreparable defect that completely prevents the use of the goods, and the Buyer is entitled to exchange the goods for goods of the same or similar quality, grade, and type.

8. UNJUSTIFIED COMPLAINT, LOSS OF RIGHT TO COMPLAINT

If the complaint was unjustified, the Buyer is obliged to reimburse the Seller for the costs incurred in connection with the unjustified complaint. The right to a complaint ceases when the goods are used under conditions that do not correspond to the conditions specified in the product documentation (documentation also includes warnings on the original product packaging), careless, excessive or improper handling, or acts of God.

The warranty does not cover damage caused by:

The complaint only applies to defects caused by the manufacturer and does not apply to damage caused by improper or careless use and natural wear and tear, including gilding.
It does not apply to mechanical damage (tearing, wear, breakage, scratching, abrasion of the surface layer...), or other mechanical damage and visible defects, defects caused by unauthorized intervention or use.
If all of the above has been observed and you still wish to make a complaint about the product, please fill in the complaint form below, or contact us at info@krtex.cz and we will agree on a solution to your problem.
The statutory period for processing complaints is 30 days, but we always try to resolve everything as quickly as possible.

9. COMPLAINT CONTACT

Use this contact for handling complaints: info@paintballarenacheb.cz.

The complaint policy is valid from 25. 11. 2023