1. Introductory Provisions
This Complaints Procedure governs the method and conditions for exercising rights arising from defective performance in relation to goods purchased through the online store operated by KRAGO Acc s.r.o., Company ID No.: 07827911, with its registered office at Londýnská 730/59, 120 00 Prague 2, Czech Republic.
This Complaints Procedure applies primarily to buyers acting as consumers. Rights of buyers who are not consumers may differ to the extent permitted by applicable law.
This Complaints Procedure forms an integral part of the Terms and Conditions.
2. Seller’s Liability for Defects
The seller is liable to the consumer for ensuring that the goods are free from defects upon receipt.
In particular, the seller is liable for ensuring that at the time the consumer receives the goods:
- the goods have the characteristics agreed between the parties and, in the absence of such agreement, the characteristics that the seller or manufacturer described or that the buyer could reasonably expect;
- the goods are fit for the purpose stated by the seller or for the purpose for which goods of that kind are usually used;
- the goods correspond in quality, quantity and design to the contract;
- the goods comply with applicable legal requirements.
If a defect becomes apparent within the statutory liability period, the buyer may exercise rights in accordance with applicable law.
3. Liability Period
A consumer is generally entitled to exercise rights arising from a defect that becomes apparent within 24 months from receipt of the goods, unless a different period follows from the nature of the goods or from applicable law.
This does not apply to normal wear and tear caused by ordinary use, defects caused by improper use, mechanical damage caused by the buyer, or defects resulting from external events for which the seller is not responsible.
4. How to Make a Complaint
A complaint may be made by contacting the seller using the contact details below:
Email: kragoacc@gmail.com
Telephone: +420 773 444 777
When making a complaint, the buyer should ideally provide:
- first name and last name;
- contact details;
- order number or proof of purchase;
- description of the defect;
- preferred method of handling the complaint, if applicable.
The seller may ask the buyer to provide the goods for inspection where necessary to assess the complaint.
5. Rights of the Buyer in the Event of a Defect
If the goods are defective, the buyer may request the removal of the defect.
Depending on the nature of the defect and applicable law, the buyer may in particular request:
- repair of the goods;
- replacement of the goods;
- a reasonable price reduction; or
- withdrawal from the contract.
The buyer may request replacement or repair unless the chosen remedy is impossible or disproportionately costly in comparison with the alternative remedy, taking into account in particular:
- the significance of the defect;
- the value the goods would have had without the defect;
- whether the defect can be remedied by another method without significant inconvenience to the buyer.
The buyer may request a reasonable price reduction or withdraw from the contract in particular if:
- the seller has refused to remedy the defect;
- the seller has failed to remedy the defect within a reasonable time or without significant inconvenience to the buyer;
- the defect appears repeatedly;
- the defect constitutes a substantial breach of contract; or
- it is evident from the circumstances that the defect will not be remedied properly and in time.
The buyer may not withdraw from the contract if the defect is insignificant.
6. Complaint Handling Period
The seller shall issue the buyer a confirmation of when the complaint was made, what its content is, and what method of complaint handling the buyer requests, if relevant.
The complaint, including removal of the defect where justified, shall be settled without undue delay and no later than 30 days from the date the complaint is made, unless the seller and the buyer agree on a longer period.
The seller shall inform the buyer of the result of the complaint procedure and, where applicable, provide confirmation of the date and method of settlement of the complaint.
7. Costs of a Justified Complaint
If the complaint is justified, the buyer may be entitled to reimbursement of reasonably incurred costs associated with exercising the complaint right, where provided by applicable law.
Such costs must be claimed without undue delay, usually no later than one month after the expiry of the period within which the rights arising from defective performance must be exercised.
8. Final Provisions
This Complaints Procedure does not affect the buyer’s statutory rights under applicable law.
This Complaints Procedure may be amended or updated where necessary, especially in the event of changes to legal regulations or business processes.
Effective as of: 02 April 2026