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Complaints Procedure and Warranty

Any complaints regarding purchased goods will be handled by the seller through individual agreement in accordance with applicable laws. The seller provides a 24-month warranty on all goods from the date the goods are received by the buyer. The warranty only covers manufacturing defects. The complaints procedure applies to complaints about defects in goods that are under warranty or in the case of non-conformity with the purchase agreement. In the event of a justified complaint, the buyer is entitled to reimbursement of postage costs incurred, to a necessary extent. In the case of an unjustified complaint, the buyer forfeits any right to reimbursement of costs related to the complaint process.

The seller is not liable for defects resulting from:

• normal wear and tear – changes in material due to length and frequency of use
• improper use – mechanical damage
• improper storage
• improper maintenance or cleaning not in accordance with the care instructions received with the invoice or receipt. The warranty does not apply to goods for which the warranty period has expired at the time the complaint is submitted. Complaints can only be made for defects that occurred during the liability period due to a demonstrable manufacturing or technological error; such defects typically manifest during short-term use of the product. Lazy Eye e-shop (www.lazyeye.cz) accepts no responsibility for goods damaged during transport. Upon receiving the shipment, the buyer is obliged to thoroughly check whether the packaging is damaged and must immediately report any damage to the courier upon delivery. If the buyer finds the packaging or shipment damaged upon delivery, they must request the courier to write a damage report. The buyer is not obligated to accept a damaged shipment. This reason must be clearly stated in the damage report.

Complaint Procedure: The buyer informs the seller of the complaint via email, in writing, or in person at the store at Ibsenova 3, Prague 2, 120 00. The complained goods must be sent by registered mail to: Hana Noble, Kafkova 35, Prague 6, 160 00. The buyer must enclose a copy of the proof of purchase (invoice or receipt), which also serves as a warranty certificate. The buyer should provide a brief description of the defect and indicate the desired method of resolution. Otherwise, the complaint will be resolved in accordance with the law. The complaint must be submitted without undue delay, as soon as the defect appears. Delay or continued use of the goods may lead to depreciation and could be grounds for rejecting the complaint. The seller will handle the complaint without undue delay, no later than 30 days from its submission (i.e., receipt of the returned goods by the seller). If a longer processing time is required due to the nature of the defect, the seller will promptly inform the buyer. The seller will notify the buyer of the complaint resolution via email. The warranty period is extended by the time the goods were under repair. If the goods are replaced, a new 24-month warranty begins. Depending on the nature of the defect, the buyer – as a consumer – has the following rights under the warranty:

• For a removable defect – the right to free, proper, and timely repair, the right to replacement of defective goods or parts (if appropriate), or, if this is not possible, a reasonable discount or the right to withdraw from the contract. • For an irreparable defect that prevents proper use – the right to replacement of the defective goods or withdrawal from the contract.
• For repeated or multiple removable defects that prevent proper use – the right to replacement or withdrawal from the contract.
• For other irreparable defects where the buyer does not request a replacement – the right to a reasonable discount or withdrawal from the contract. The seller reserves the right to terminate the business relationship with a customer whose complaints are excessive or whose purchases are deemed speculative. The seller is responsible for ensuring that the goods sold conform to the purchase agreement at the time of delivery. If the goods do not conform to the contract at the time of receipt (non-conformity with the purchase agreement), the buyer has the right to have the seller, free of charge and without undue delay, bring the goods into conformity with the contract, either by repair or replacement – according to the buyer’s request. If this is not possible, the buyer may request a reasonable discount or withdraw from the contract. This does not apply if the buyer was aware of the non-conformity before accepting the goods or caused it themselves.