Complaint protocol

Company/name and address of the buyer:

Company ID: ______________________ VAT ID: ______________________

Notes: ____________________________________________________

Return address for sending the goods back: (If the same as above, leave blank.)

Contact person: ____________________________________________________
Phone: ____________________________________________________
Email: ____________________________________________________

Complained goods and quantity:

Date of purchase (invoice date): ____________________________________________________
Invoice number: ____________________________________________________
Date of receipt of goods: ____________________________________________________

Detailed description of the defect: *

*) Please specify the defect as precisely as possible. This will significantly facilitate and speed up the complaint handling process.

Preferred resolution of the complaint (see complaint policy - section 5. Claims for defects):

☐ Repair of goods
☐ Replacement of goods with a new one
☐ Refund
☐ Discount on goods
☐ Other proposal: ____________________________________________________

Information on complaint submission:

Proof of purchase: When filing a complaint, the buyer must provide proof of purchase or otherwise demonstrate that the goods were purchased from the seller and specify the purchase date.

Condition of the goods: The goods must not be damaged due to normal wear and tear caused by use. A defect caused by usual wear and tear does not qualify for a complaint.

Cause of defect: The buyer is not entitled to claims for defects if they caused the defect themselves.

Packaging of goods: The goods must be handed over to the seller in their original packaging or in a package that ensures sufficient protection during transport.

Time limit for complaint resolution: The complaint, including defect removal, must be resolved, and the buyer informed no later than 30 days from the date the complaint is submitted, unless the seller and buyer agree on an extended period.

Obligation to collect the goods: If the buyer is required to collect the returned goods from the seller, they must do so without undue delay, but no later than 10 days from the complaint resolution date.

Replacement of goods or contract withdrawal: If the buyer requests a replacement or refund, they must return the goods to the seller along with all accessories that were part of the purchase.

Complaint form submission: This complaint protocol must be completed, printed, signed, and sent or personally delivered to the seller. It may also be emailed as a scanned document.

Further information: For additional details regarding the scope, conditions, and procedure for exercising rights related to liability for defects, refer to the seller's complaint policy.

Special packaging instructions: For fragile or valuable items, use protective packaging such as bubble wrap or sturdy boxes to prevent damage during transport.

Date: __________________
Signature of the buyer: ___________________________

Seller:

Goldfinger porcelán, v.o.s.
Štursova 34, 616 00 Brno
Company ID: 25395335
Phone: +420 732 227 312
Email: [email protected]

Send or personally deliver the claimed goods to the following address:

Goldfinger porcelán, v.o.s.,
Štursova 34, 616 00 Brno, Czech Republic

For seller use only:

Date of complaint receipt: __________________
Handled by: __________________

Complaint resolution:

Date of complaint resolution: __________________
Signature of the seller: ______________________________

Complaint protocol