Complaints Code

These complaints procedures govern the procedure for complaints about defects in goods purchased by a natural or legal person (hereinafter referred to as the "buyer") through the online store lymu.co, operated by LYMU s.r.o., with its registered office at Nové sady 988/2, Brno in the Czech Republic (hereinafter referred to as the "seller").

The Complaints Procedure is in accordance with the legal regulations of the Czech Republic and the European Union.

1. Responsibility for defects and guarantees

1.1 The seller is liable for defects that the goods have upon receipt by the buyer, unless the defects were caused by the delivery person, and for defects that appear during the warranty period. The warranty period is 24 months and begins on the day the buyer receives the goods.

1.2 The warranty does not cover defects caused by:

Normal wear and tear
By improper use
Incorrect handling
Mechanical damage
Natural disaster

1.3 For consumer goods, the buyer is entitled to exercise the right to a defect that occurs in the consumer goods within 24 months of receipt, even if the defect only becomes apparent after the warranty period has expired.

2. Filing a complaint

2.1 The buyer is entitled to file a complaint with the seller via the e-mail address info@lymu.co.

2.2 When making a complaint, the buyer is obliged to prove that he purchased the goods from the seller (e.g. with an invoice, delivery note, order confirmation).

2.3 The buyer is obliged to state in the complaint:

Your name and surname, address, country, phone number and email address
Order number
Product name
Description of the defect in the goods
Required method of handling the complaint
Bank account number or IBAN

2.4 The buyer has the option of using a sample complaint form, which contains the addressee information necessary to ship the goods.

2.5 The buyer is obliged to deliver the claimed goods together with the necessary information to the address of the seller's registered office. The seller recommends that the buyer insure the goods. The costs of transport to the seller are paid by the buyer.

2.6 The seller does not assume responsibility for damage incurred during the transport of the claimed goods.

3. Deadlines for handling complaints

3.1 The seller is obliged to settle the complaint without undue delay, but no later than 30 days from the date of the complaint, unless a longer period is agreed with the buyer.

3.2 The deadline for settling a complaint is set for the period during which the seller is entitled to wait for additional information or materials from the buyer necessary to settle the complaint.

4. Ways to handle complaints

4.1 In the event of a justified complaint, the buyer has the right to:

Repair of goods: the seller will repair the defect if possible
Exchange of goods: the seller will exchange the defective goods for new ones
Withdrawal from the contract: the buyer returns the goods and the seller refunds the purchase price to the buyer via bank account

4.2 The method of handling the complaint is determined by the seller, taking into account the nature of the defect and the buyer's choice.

4.3 The seller pays shipping costs when sending new or repaired goods.

4.4 If the seller discovers that the defect is not covered by the warranty, he will notify the buyer via his email address.

4.5 If it is not possible to remove the defect by repair or replacement, the buyer has the right to a discount on the purchase price or withdrawal from the contract.

5. Out-of-court dispute resolution

5.1 In the event of a dispute between the seller and the buyer that cannot be resolved amicably, the buyer may contact the Czech Trade Inspection Authority (CTI) or the relevant alternative dispute resolution body in the buyer's country.

5.2 In the event of a dispute between the seller and the consumer, the consumer can use the online out-of-court dispute resolution platform available on the European Union website.

https://ec.europa.eu/consumers/odr/main/?event=main.home.howitworks.