Complaints Procedure
This Complaints Procedure sets out the manner and conditions for making a complaint regarding defects in goods purchased from PRINTSTEP
s.r.o., with its registered office at Jičínská 226/17, Žižkov, 130 00 Prague 3
, Company Registration Number: 27947807, VAT No.: CZ27947807
, registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, File No. 128622
Address for service:
PRINTSTEP s.r.o., Průmyslová 1472/11, 102 00 Prague 15 – Hostivař
Telephone number: +420 246 082 412
Contact email:
[email protected]## 1. The Seller’s liability for defects
The Seller is liable to ensure that the goods are free from defects upon delivery. This means that the goods are delivered in the agreed quantity, quality and specification, and are accompanied by the relevant documentation necessary for their use.
In particular, the following shall not be considered defects in the goods: a minor deviation of +- 5% in the weight per unit area of the material, +- 5% in the product’s dimensions, or a colour tolerance of Delta E\*Lab = 5.
Nor shall differences in colour shades between the actual product and those displayed on electronic devices be considered defects in the goods.
The buyer must give notice of a defect in the goods without undue delay after having had the opportunity to inspect the goods and discover the defect. Notice of a defect may be given no later than six months from receipt of the goods, even in the case of so-called hidden defects, where the time limit specified in the second sentence of Section 2112(1) of the Civil Code does not apply to such cases.
No quality guarantee is provided to buyers who are traders.##
- Rights arising from defective performance
If defective performance constitutes a material breach of contract, the buyer is entitled, at their discretion, to
:- **delivery of a new or missing
item- rectification of the defect by
repair- a reasonable reduction in the purchase
price- withdrawal from the contract.**
The buyer is obliged to inform the seller of their choice under the previous paragraph at the time of notifying the defect or without undue delay thereafter. The choice made cannot be changed without the seller’s consent. If the choice is not made without undue delay, the buyer has the same rights as in the case of a minor breach of contract.
If the defective performance constitutes a minor breach of contract, the buyer is entitled to the rectification of the defect or a reasonable reduction in the purchase price.
The buyer does not have the right to withdraw from the contract or to demand delivery of a new item if they cannot return the goods in the condition in which they received them (except in the cases set out in Section 2110 of the Civil Code).
3. When cannot rights arising from defective performance be exercised?
The buyer is not entitled to rights arising from defective performance if:
- they were aware of the defect before taking delivery of the goods; or if
- they caused the defect themselves.
Furthermore, claims arising from liability for defects do not apply to
:- wear and tear of the goods caused by their use;
- defects caused by improper use of the goods, failure to follow the instructions, inappropriate maintenance or incorrect storage.
In the case of goods sold at a reduced price, the seller is not liable for a defect for which the reduced price was agreed.
The seller shall not be liable for personal injury or damage to property or goods caused by improper handling, misuse of the goods or negligence.
4. Complaints
Procedure The buyer is obliged to lodge a complaint with the seller without undue delay upon discovery of the defect.
A complaint may be lodged as follows
:- for faster processing, the seller may be informed in advance by telephone, email or in writing
.- delivery of the goods subject to complaint (other than cash on delivery, which the seller is not obliged to accept) to the business address: PRINTSTEP s.r.o., Průmyslová 1472/11, 102 00 Prague 15 – Hostivař
When posting the goods, they must be packed in suitable packaging to prevent damage or destruction.
It is advisable to enclose 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 for how the complaint should be resolved. Failure to submit any of the above documents does not prevent the complaint from being resolved favourably in accordance with the statutory conditions.
The moment a complaint is lodged is the moment when the seller is notified of the defect and the right to claim under the seller’s liability for defects in the goods sold is exercised.
The seller shall process received complaints without undue delay, but no later than 30 days from the date the complaint was lodged, unless otherwise agreed.
These Complaints Rules are valid and effective from 1 June 2026