Refund policy
COMPLAINTS RULES
company ORIZIANO s.r.o.
(hereinafter referred to as the “Complaints Rules”)
These Complaints Rules shall apply to all purchase contracts concluded between ORIZIANO s.r.o., Company ID: 23347074, with its registered office at Pařížská 1075/5, 110 00 Praha 1 – Staré Město, entered in the Commercial Register kept by the Municipal Court in Prague under file number C 425538 (hereinafter referred to as the “Company”) and the end customer (hereinafter referred to as the “Buyer”). It is an integral part of every purchase contract concluded between the Company and the Buyer, unless the contracting parties expressly agree on a different arrangement.
I. Right to lodge a complaint
1. Buyers who are also Entrepreneurs are not entitled to rights under these Complaints Rules beyond the scope set out in the relevant legal regulations. For the purposes of these Complaints Procedures, an entrepreneur is considered to be any Buyer who is a legal entity or a natural person placing an order in connection with their entrepreneurial or self-employed activity. Likewise, an entrepreneur is considered to be a Buyer whose orders, by their nature or quantity, significantly exceed the scope of normal use.
2. Goods that become defective during the warranty period (with exceptions set out in the Civil Code) may be subject to a complaint. The Buyer is obliged to file a complaint without undue delay after discovering the defect. The complaint applies only to defects that have arisen during the warranty period as a result of a manufacturing error, incorrect technological process or other circumstances specified by law.
3. The Buyer may exercise rights arising from defective performance only in accordance with these Complaints Procedures. Issues that are not expressly regulated by these Procedures are governed by the legal regulations of the Czech Republic.
4. The Buyer is obliged to comply with the generally known rules for the use of goods purchased from the Company, as well as the conditions specified in the warranty card or instructions for use. In case of violation of these rules or conditions, the complaint will not be accepted.
II. Liability of the Company
1. The Company is liable to the Buyer that the item is free from defects upon acceptance. In particular, the Company is liable to the Buyer that at the time the Buyer accepted the item:
a) the item corresponds to the agreed description, type and quantity, quality, functionality, compatibility and other agreed properties;
b) the item is suitable for the agreed purpose;
c) the item, in terms of quantity, quality and other properties, including durability, functionality, compatibility and safety, corresponds to the usual properties of an item of the same type that the Buyer can reasonably expect;
d) the item is delivered with accessories, including packaging, instructions, instructions for use that the Buyer can reasonably expect; and
e) the item complies with the requirements of legal regulations.
2. The Company is liable for defects that the sold item has upon acceptance and towards consumers also for defects that occur during the warranty period, i.e. within 24 months from the time the Buyer takes over the item.
3. The Company is not liable for defects that arose after the acceptance of the goods during the warranty period as a result of the following facts:
a) for which a discount was provided on the price of the goods,
b) which arose as a result of wear and tear of the goods due to their usual or even excessive use,
c) which the Buyer knew about before accepting the goods,
d) caused by the Buyer, in particular by mechanical action on the product (impact, blow, tear, breakage, abrasion), chemical action and incorrect use of the product that is contrary to generally known rules and also to the conditions for use of the goods set out in the service sheet or in the instructions for use,
e) modified in any way by the Buyer or a third party.
4. The case where the product reaches the end of its service life as a result of use or normal wear and tear proportional to the length and method of use cannot also be considered a defect.
III. Exercise of the right to claim defective performance
1. The Buyer has the right to file a complaint with the Company by email sent to the email address info@oriziano.com, by mail sent to the address of the establishment Pařížská 1075/ 5, 110 00 Prague 1 – Staré Město or by data box.
2. The claimed goods can be delivered by mail or another carrier. The claimed goods must be clean, free of all impurities and in accordance with hygiene regulations or general hygiene principles. Otherwise, the complaint may be rejected.
3. When settling a complaint by sending, the goods must be thoroughly secured so that they are not damaged during transport, the shipment should be visibly marked with the word “COMPLIANCE” and sent to the above-mentioned address of the establishment Pařížská 1075/ 5, 110 00 Prague 1 – Staré Město. The Company is not liable for damage to the goods caused during transport due to insufficient security of the shipped goods. At the same time, the Buyer is obliged to send a properly completed and signed complaint form together with the goods or at least a link to the date of electronic sending of the form by e-mail. Based on the received complaint form, the Company will fill out a complaint form after receiving the claimed product. The moment of filing a complaint is considered the moment when the Company received the claimed goods from the Buyer together with the complaint form.
4. The Buyer is always obliged to prove that the claimed goods were purchased from the Company, either by submitting a sales document (invoice) or a warranty certificate, or in another credible manner.
IV. Period for exercising the right to claim defective performance
1. The Buyer is entitled to point out a defect that appears on the item within two years of the Buyer's receipt of the goods. After this period, the right to claim defects cannot be exercised, unless the contracting parties agree otherwise. In accordance with the relevant provisions of the Civil Code, the Company does not provide a guarantee for quality beyond its statutory obligations and beyond the international guarantee of goods guaranteed by the manufacturer.
2. If the Buyer legitimately claims a defect against the Company, the period for exercising rights to claim defective performance does not run for the period during which the goods are being repaired and the Buyer cannot use them.
3. The Buyer acknowledges that in the event of the exchange of goods or a part thereof as part of the settlement of a complaint, a new period for exercising rights to claim defective performance does not run.
V. Rights to claim defective performance
1. If the item has a defect, the Buyer may demand its removal. At his/her option, he/she may demand delivery of a new item without defects or repair of the item, unless the chosen method of removing the defect is impossible or disproportionately expensive compared to the other; this shall be assessed in particular with regard to the significance of the defect, the value that the item would have without the defect, and whether the defect can be removed in another way without significant difficulties for the Buyer. The Company may refuse to remove the defect if this is impossible or disproportionately expensive, in particular with regard to the significance of the defect and the value that the item would have without the defect.
2. The Buyer may demand a reasonable discount or withdraw from the contract if:
a) the Company has refused to remove the defect or has not removed it within the specified period,
b) the defect occurs repeatedly,
c) the defect is a material breach of contract, or
d) it is obvious from the Company's statement or from the circumstances that the defect will not be removed within a reasonable time without significant difficulties for the Buyer.
3. The reasonable discount is determined as the difference between the value of the item without defects and the defective item that the Buyer received. The defect reoccurs after repair if the same defect, which has already been removed at least twice during the warranty period, reoccurs.
4. The Buyer cannot withdraw from the contract if the defect in the item is insignificant. If the Buyer withdraws from the contract, the Company will refund the purchase price to the Buyer without undue delay after receiving the item.
VI. Complaint settlement
1. The Company is obliged to decide on the complaint without delay, in more complex cases within seven working days. This period does not include the time needed for a professional assessment of the defect.
2. The complaint, including the removal of the defect, must be settled without undue delay, no later than 30 days from the date of the complaint, unless the Company and the Buyer agree on a longer period. The futile expiry of this period is considered a material breach of the Purchase Agreement.
3. The Buyer has the right to be informed by the Company about the progress of the complaint. or. about the date of completion of the complaint procedure.
4. The Buyer is obliged to take over the claimed goods within 30 days from the date on which the complaint should have been settled at the latest, after this period the Company is entitled to charge a reasonable storage fee of CZK 100 per day. If the Buyer does not collect the goods even within the additional period of 6 months, of which the Company will be notified, the Company is entitled to sell the goods after this period has expired. If the uncollected goods are sold and the proceeds from the sale are higher than the costs associated with storage and the costs of making the sale, the Company is obliged to pay the remaining proceeds from the sale to the Buyer. The Company has the same rights without notifying the Buyer even if the Buyer is difficult to reach or does not report. The Company is entitled not to release the goods until the full amount of the storage fee has been paid.
VII. Final provisions
1. These Complaints Procedures do not apply to goods that the customer received from the Company free of charge or for a symbolic 1 CZK. Such goods meet the conditions of a gift contract and no consumer rights under applicable legislation can be applied to them.
2. Relations and any disputes arising from the Purchase Agreement will be resolved exclusively in accordance with the law of the Czech Republic at the competent courts of the Czech Republic, or any disputes between the Company and the Buyer can also be resolved out of court. In the event that a consumer dispute arises between the Company and the consumer from the Purchase Agreement, which cannot be resolved by mutual agreement, the consumer may contact an out-of-court dispute resolution body, such as the Czech Trade Inspectorate www.adr.coi.cz ; adr@coi.cz .
These Complaints Procedures are valid and effective from 6.11.2025.