Complaints

The Seller

d-Health s.r.o., Company ID No. 61247651

Hradešínská 2144/47, 101 00 Prague 10 – Vinohrady. Czech Republic

registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, File 28679

This Complaints Procedure governs the process for exercising rights arising from defective performance and handling complaints relating to goods purchased through the online shop www.d-zdravi.cz.

1.1. This Complaints Procedure follows the current General Terms and Conditions of the Seller and applies to the handling of rights arising from defective performance and customer complaints.

1.2. The Buyer is obliged to become familiar with this Complaints Procedure before submitting an order; by submitting an order, the Buyer confirms that they have read and accepted it.

1.3. Legal relationships between the Seller and the Buyer are governed by the laws of the Czech Republic, in particular the Civil Code and consumer protection legislation.

1.4. This document distinguishes between the rights of consumers and business buyers where required by law or expressly stated herein.

2.1. Upon receipt of the consignment, the Buyer is obliged to check that it is undamaged and, in the event of obvious damage, to report it to the carrier and the Seller without undue delay.

2.2. If the packaging is visibly damaged or there is suspicion of unauthorised access to the consignment, the Buyer may refuse to accept the parcel from the carrier.

2.3. It is recommended that obvious defects in the goods be reported as soon as possible after receipt in order to ensure quick and clear processing of the complaint.

3.1. A consumer Buyer is entitled to lodge a complaint without undue delay after discovering a defect, using the Seller’s contact details or the address designated for complaints and returns as stated on the Seller’s website.

3.2. Complaints may be submitted in particular by email to sales@d-zdravi.cz or by sending the defective goods using the procedure published on the website.

3.3. For faster processing, it is recommended to provide the order or invoice number, a description of the defect, how and when the defect appears, and the Buyer’s contact details.

3.4. The complained goods should be sent clean, complete and properly packed so that they are not further damaged during transport.

4.1. When a complaint is lodged, the Seller shall provide the consumer with written confirmation stating the date of submission, the content of the complaint, the requested method of settlement and the consumer’s contact details for communication about the complaint.

4.2. The consumer’s complaint, including rectification of the defect, shall be handled without undue delay and no later than 30 days from the date of submission, unless the Seller and the consumer agree on a longer period.

4.3. Once the complaint has been settled, the Seller shall provide the consumer with confirmation of the date and manner of settlement, including confirmation of the repair and its duration, or a written explanation of the rejection.

4.4. The Buyer may be informed about the course and outcome of the complaint by email or another suitable contact method provided when submitting the complaint.

5.1. In the event of a justified complaint, the consumer has the rights laid down by law, in particular the right to have the defect remedied, to receive a new defect-free item, to obtain a reasonable discount on the purchase price, or to withdraw from the contract in cases stipulated by law.

5.2. The specific method of settlement depends on the nature of the defect, the possibility of remedy, and the applicable legal rules.

5.3. In the event of a justified complaint, the consumer may also be entitled to reimbursement of reasonably incurred costs connected with the complaint to the extent provided by law.

Important: For selected goods, the scope of the Buyer’s rights may be influenced by the nature of the product, especially in the case of hygiene-sensitive goods, diagnostic tests or medical devices, where the suitability of return and further handling must be assessed individually with regard to legal rules and the nature of the defect.

6.1. A complaint cannot be accepted in the case of defects caused by ordinary wear and tear, improper use, unprofessional handling, failure to follow the instructions for use, or damage arising after the goods were received by the Buyer.

6.2. The Seller is not liable for defects caused by intervention by a third party, unsuitable operating conditions or use of the goods contrary to their intended purpose.

6.3. In the case of used goods, wear or characteristics corresponding to the extent of previous use shall not be regarded as defects if the Buyer was aware of them or they had to be apparent at the time of purchase.

7.1. Provisions intended for consumer protection shall not apply to relations with a business buyer unless expressly stated otherwise.

7.2. A business buyer is obliged to inspect the goods without undue delay after receipt and to report obvious defects, damage to the consignment or discrepancies with the order without undue delay.

7.3. Complaints by business buyers shall be handled within a reasonable period corresponding to the nature of the defect and the character of the goods; the 30-day time limit does not apply to business buyers unless expressly agreed otherwise.

7.4. Any return of goods or other commercial settlement beyond the statutory framework is possible for a business buyer only by prior agreement with the Seller.

8.1. The Czech Trade Inspection Authority, with its registered office at Gorazdova 1969/24, Nové Město, 120 00 Prague 2, Company ID No. 000 20 869, website www.coi.cz, is competent for out-of-court settlement of consumer disputes arising from a sales contract.

8.2. The consumer may also use the online dispute resolution platform available at ec.europa.eu/consumers/odr, provided it is operational at the relevant time and applicable to the given type of dispute.

8.3. This article does not apply to relationships with a business buyer.

9.1. This Complaints Procedure becomes effective on 1 August 2026.

9.2. The Seller is entitled to amend or supplement this Complaints Procedure; for a specific case, the version effective on the date the complaint is lodged shall apply unless otherwise required by law or agreed by the parties.

9.3. Contact details for communication with customers, complaints and returns are published on the Seller’s website.