Complaints procedure of Czech Mint a.s.
The Complaints procedure lays down the method and terms of filing complaints concerning defects of the goods and claims arising from guarantees. All contractual relations are governed by the legal system of the Czech Republic.
In the event the contracting party is a consumer, contractual relations are governed by the Civil Code (Act No. 40/1964 Coll.) and Consumer Protection Act (No. 634/1992 Coll.) In the event the contracting party is a business entity, contractual relations are governed by the Commercial Code (Act No. 515/1991 Coll.), all documents as amended.
All items are sold with a statutory guarantee, or responsibility for defects that might occur during the guarantee period of 24 months pertaining to contractual relations governed by the Civil Code, and a contractual guarantee, or responsibility for defects that might occur during the guarantee period of 6 months pertaining to contractual relations governed by the Commercial Code.
The guarantee period begins to run as of the date of the buyer’s acceptance of the purchased goods.
The guarantee does not apply for goods where a customer‘s complaint was filed after the expiry of the guarantee period and for defects caused by improper use, maintenance or storage of the product (see “How to take care of precious metal coins and medals”).
Complaints are not applicable for gifts and cost-free products.
If a defect occurs during the guarantee period which prevents proper use of the purchased product, and this defect can be repaired, the buyer is entitled to a repair at no charge. If a product defect cannot be repaired and it prevents proper use of the product as a defect-free product, the buyer is entitled to a replacement of the product or rescission of the purchase agreement.
The seller decides on accepting a customer’s complaint within three business days since filing the complaint and issues a document for the buyer about the decision. An accepted complaint is resolved without undue delay, no later than within 30 days since filing the complaint, unless the seller and the buyer agree otherwise. After this period the consumer exercises the same rights as if the defect is irreparable.
The date of filing a complaint is deemed the date of delivering the goods to the seller’s address.
Complaints can be filed either by returning the faulty goods in person or by mailing it by registered post to the following address:
Česká mincovna a.s.
U Přehrady 3204/61
466 23 Jablonec nad Nisou
We advise to return faulty goods in the original packaging or to provide another suitable packaging to prevent any damage. The package must contain a copy of the certificate of delivery or invoice, a description of the defect and a proposed complaint resolution (e.g. replacement of goods, refund, etc.).
The Complaints procedure is in effect as of 1 November 2010.