Complaints Procedure

Pursuant to Act No. 89/2012 Coll., the Civil Code, as amended (hereinafter referred to as the "Civil Code"), and Act No. 634/1992 Coll., on Consumer Protection, as amended (hereinafter referred to as the "Consumer Protection Act")

Business name: W4TCH Alfa s.r.o.
Company ID (IČO): 08744289
Registered office: Wenzigova 1858/13, Nové Město, 120 00 Prague 2
Registered in: the Commercial Register maintained by the Municipal Court in Prague, file no. C 324445
Email: info@prague-watch-accessories.com

1. General Provisions

1.1 This Complaints Procedure regulates the method of exercising the rights from liability for defects by the Buyer against the Seller (hereinafter referred to as the “Complaint”) in connection with a Purchase Agreement for the sale of Goods concluded between the Seller and the Buyer via the Web Portal (hereinafter referred to as the “Purchase Agreement”).

1.2 The Complaints Procedure forms an integral part of the Purchase Agreement and the Seller’s General Terms and Conditions (hereinafter referred to as the “GTC”). By concluding the Purchase Agreement, the Buyer expresses their agreement with the GTC and this Complaints Procedure and confirms that they have been duly acquainted with them.

1.3 Terms written with a capital letter have the meaning defined in this Complaints Procedure. If not defined herein, they bear the meaning ascribed to them in the Purchase Agreement or the GTC.

1.4 Certain Buyer rights related to defective performance and other provisions regarding complaints are specified in the GTC.

2. Lodging a Complaint

2.1 The Buyer may send the Complaint to the Seller’s address: W4TCH Alfa s.r.o., Jana Masaryka 252/6, Vinohrady, 120 00 Prague 2, or by email to: info@prague-watch-accessories.com

2.2 The Buyer shall send the claimed goods to the Seller’s address: W4TCH Alfa s.r.o., Jana Masaryka 252/6, Vinohrady, 120 00 Prague 2.

2.3 The Seller recommends that the Buyer file the Complaint without undue delay after discovering the defect. The Buyer undertakes to hand over the Goods to the Seller within 14 days of lodging the Complaint; the moment of handing over is also deemed to be the moment the Goods are shipped via courier service.

2.4 When sending the Goods via courier, the package should contain the claimed Goods including all accessories. The Buyer is obligated to submit the Goods in clean condition, in accordance with hygiene regulations and general sanitary principles, including all components and accessories. In case of shipping, the Seller recommends the Buyer pack the Goods in suitable and protective packaging that meets transport requirements to prevent damage. Fragile items should be marked accordingly.

2.5 The Seller recommends enclosing a copy of the purchase document, a detailed description of the claimed defect, and the Buyer’s contact details (address, phone, email), banking information, and the requested complaint resolution method. This information allows the Seller to identify the Goods and the Buyer, and to handle the Complaint. If the Buyer does not have a purchase document, they must otherwise prove that the Goods were purchased from the Seller.

2.6 Upon receiving the Complaint, the Seller shall issue a written confirmation indicating the date of the Complaint, its contents, the requested resolution, and the Buyer’s contact details (hereinafter the “Complaint Receipt Confirmation”). If the Complaint is made in person at the Seller’s premises, the confirmation will be provided immediately in paper form upon request; otherwise, it will be sent via email.

3. Exclusions from Liability for Defects

3.1 The rights from defective performance do not apply, among other cases, where the defect or damage to the Goods occurred due to:

3.1.1 mechanical damage to the Goods;
3.1.2 demonstrably unauthorized interference with the Goods, natural disaster, or removal/damage of seals, if applicable;
3.1.3 demonstrably improper use of the Goods;
3.1.4 use of the Goods contrary to the user manual or packaging instructions;
3.1.5 use of the Goods contrary to generally known usage rules;
3.1.6 demonstrably using the Goods in conditions (temperature, dust, humidity, chemical or mechanical influences) inappropriate per the manufacturer or the Goods’ nature.

3.2 The Complaint, including defect rectification, must be processed, and the Buyer informed without undue delay, no later than 30 days from lodging the Complaint, unless agreed otherwise.

3.3 The period for complaint resolution begins the day after the Complaint is lodged. The Buyer is obligated to cooperate with the Seller in resolving the Complaint. If the Buyer fails to provide necessary cooperation (e.g. does not submit complete Goods, omits required information, or does not allow inspection), the resolution period is suspended until cooperation is resumed. If the resolution period expires in vain, the Buyer may withdraw from the Purchase Agreement or request a reasonable discount.

3.4 The Seller shall issue the Buyer a confirmation of the date and method of resolution, including repair confirmation and duration, or written justification for Complaint rejection (hereinafter “Complaint Resolution Confirmation”).

4. Complaint Rejection

4.1 The Seller is entitled to reject the Complaint as provided by law or the GTC, especially if the Complaint cannot be properly evaluated due to the Buyer’s actions, in particular:

4.1.1 the Goods or their parts/accessories are contaminated or presented contrary to hygiene standards.

4.2 In case of rejection as per the above, the Buyer may resubmit the Complaint after eliminating the barriers that prevented its resolution, provided the complaint period has not expired.

5. Return of Claimed Goods

5.1 The Seller shall inform the Buyer about Complaint resolution via SMS, email, or phone. The Buyer undertakes to collect the Goods without undue delay, no later than 30 days after resolution. If the Goods were shipped via courier by the Buyer, they will be returned the same way.

5.2 Upon receipt, the Buyer is obliged to inspect the condition, quantity, and conformity of the Goods with the Complaint Resolution Confirmation. If there is any discrepancy, the Buyer must inform the Seller without delay. If the Buyer fails to do so, the Seller is not obliged to consider later objections.

5.3 If the Buyer does not collect the Goods from the courier even within 2 months of being notified, the Seller is entitled to a storage fee of CZK 20 for each day of delay. If the Goods are not collected even within 6 months after the Buyer was notified, the Seller reserves the right to sell the Goods and use the proceeds to cover the storage fee. If the Seller is unable to sell the Goods within 2 months of initiating the sale or if the Goods are clearly unsellable, the Seller reserves the right to dispose of the Goods at the Buyer’s expense.

This Complaints Procedure becomes valid and effective on 30 May 2025.