Return policy

This complaints procedure is valid from May 1, 2024

How to proceed in case of a complaint?

If a defect appears on goods purchased through the online store www.voodoocycles.cz within the warranty period, the customer has the right to file a complaint about such goods.

Complete goods including accessories must be delivered together with a copy of the invoice and a description of the defect to the address of Trailer Store s.r.o., Výpadová 777/33, 153 00, Prague 16.

For easier communication, please provide your email address and phone number.

Send the goods cleaned and dry.

The seller is not responsible for damage caused during transport.

Upon receipt of the goods, we will inform you about the commencement of the complaint procedure. All information regarding the complaint can be found in the terms and conditions, where you will also find a complaint form and a withdrawal form.

 

I. General Provisions

The complaints procedure describes the usual business cooperation between the buyer and Trailer Store s.r.o. (hereinafter referred to as the seller). The buyer is obliged to familiarize themselves with the Complaints Procedure and the General Terms and Conditions before ordering goods. By accepting the goods from the seller, the buyer agrees to the complaints procedure stated below. If the goods are not picked up in person, it is understood that the goods are received at the moment of their handover to the first carrier.

As proof of warranty (warranty certificate), Trailer Store s.r.o. issues a purchase document (invoice or receipt - hereinafter referred to as the warranty certificate) for each purchased product, containing all necessary details for claiming the warranty (product name, warranty period, price, quantity, serial number, etc.).

 

II. Warranty Period

The warranty period starts from the day the goods are received by the buyer, i.e., the date stated on the warranty certificate. The statutory warranty period is generally 24 months for the end user. The seller may extend this statutory period. The warranty period is always indicated on the warranty certificate (in the warranty column).

The warranty period consists of the statutory period (24 months) and possibly an extended period.

Within the statutory warranty period, complaints are governed by the Civil Code No. 40/1964 Coll. §§ 619-627, taking into account this complaints procedure. For the extended period, complaints are governed exclusively by this procedure.

 

III. Warranty Conditions

1. The buyer is obliged to check the condition of the shipment immediately upon delivery with the carrier (number of packages, integrity of the shipment, damage to the box) according to the attached transport document. The buyer is entitled to refuse to accept a shipment that does not comply with the purchase contract, for example, if the shipment is incomplete or damaged. If the buyer accepts such a damaged shipment from the carrier, it is necessary to describe the damage in the carrier’s delivery protocol.

2. An incomplete or damaged shipment must be immediately reported by email to: kola@voodoocycles.cz, a damage report must be written with the carrier and sent to the seller without undue delay by fax, email, or post. Subsequent complaints about incompleteness or external damage to the shipment give the seller the opportunity to prove that it is not a discrepancy with the purchase contract.

3. The place for filing complaints is Trailer Store s.r.o., Výpadová 777/33, 153 00, Prague 16.

4. The buyer can send defective goods for complaint via a transport service to the operation address. The package should be visibly marked “COMPLAINT” and contain: the complained goods (including complete accessories), a copy of the purchase document is recommended, a detailed description of the defect, and sufficient contact details of the buyer (return address, phone number). Without the above, the identification of the origin and defect of the goods is impossible.

5. The buyer must prove the validity of the warranty by presenting the purchase document; if the goods have been previously complained about, the complaint document must also be provided. The purchase or complaint document must contain the same serial number as the complained product (if the product has a serial number).

6. The warranty does not cover defects caused by improper operation, unprofessional or inappropriate handling, use, and installation contrary to the user manual, nor any damage resulting from this.

7. The warranty does not cover goods with altered serial numbers. Serial numbers are an integral part of the product and do not limit the customer’s right to use and handle the goods fully as intended.

Furthermore, the warranty does not cover damage caused by:

a) mechanical damage to the goods,

b) improper installation, handling, operation, or neglect of the goods,

c) excessive load or use contrary to the conditions stated in the documentation or general principles,

d) performing an unqualified intervention or changing parameters,

e) modifying the goods by the customer (painting, bending, etc.),

f) damage caused by natural elements or force majeure.

8. Goods submitted for complaint will be tested only for the defect stated in writing by the buyer (in the complaint form, in the attached description of the defect).

 

IV. Complaint Handling

If the defect can be removed, the goods will be repaired. If repair is not possible and the nature of the defect does not prevent normal use, the seller may agree with the buyer on a reasonable discount on the price of the goods. In case of a discount, this defect cannot be complained about later.

1. The seller handles complaints without undue delay, but no later than 30 days from the day following the filing of the complaint by the buyer.

2. Upon resolution of a legitimate complaint, the warranty period is extended by the duration of the complaint. In the case of an unjustified complaint, the warranty period is not extended. If the complaint is resolved by replacement, any future complaint will be considered the first complaint of the goods. (The duration of the complaint is calculated from the day after receipt to the day of resolution. Not to the day of collection by the buyer! The customer is informed about the resolution by email, which was provided at the purchase.)

3. Upon resolution of the complaint, the seller will notify the buyer of the completion of the complaint either by phone, SMS, or email. If the goods were sent by transport service, they will be automatically sent to the buyer’s address upon resolution. If for technical reasons the SMS or email is not received by the buyer within the statutory monthly period, the buyer has the option to automatically visit the complaint department, where the resolved complaint will be issued against the presented original complaint receipt.

Prepared in accordance with the Civil Code No. 40/1964 Coll. §§ 619-627.