Complaints and return of goods

1. After taking over the goods, the seller is responsible for all its defects. In the case of used goods, it is not responsible for defects caused by its use or wear. In the case of goods sold at reduced prices, the seller is not responsible for defects on the basis of which the reduced price was agreed upon.

2. The warranty applies only to manufacturing defects of the goods and defects caused by mechanical damage to the goods even before their delivery.

3. The seller is not responsible for product defects caused by wear and tear, mechanical damage by the buyer, use of the product in inappropriate conditions, etc.

4. After finding out the production, or so-called of hidden defects in the goods, the buyer is entitled to file a claim in the manner specified in the next point of these terms and conditions without delay, but no later than by the expiration of the warranty period.

5. The buyer shall notify the seller of the facts that are the reason for the claim, choosing from the following methods:

  • a. by sending the complaint protocol in paper or electronic form within the completed form.
  • b. In the notification, the buyer shall include in particular a description of the defect in the goods, or photos showing the damage to the goods, his identification data, including the e-mail address to which he is interested in receiving notification of how to handle the claim.
  • c. the buyer shall attach an invoice or other proof of the purchase of the goods to the notification, otherwise the seller is not obliged to accept the claim.
  • d. The seller then confirms receipt of the complaint, explains the following procedure and assesses the legitimacy of the complaint.

It will then notify the buyer of a possible method of processing the claim in one of the following ways:

  • a. by removing a defect on the product, or repairing the product, or replacing its part, as we act in favor of supporting the circular economy.
  • b. By exchanging the claimed product for a new (different) piece on the basis of agreement (in the case of a different price of the claimed product and the new product, it is necessary to agree on the method of settlement of the difference).
  • c. By returning the money.
  • d. By not acknowledging the complaint, if it becomes clear after examination that it is a defect caused by the buyer's inappropriate handling or use of the product in a way for which the product is not intended.

6. In the case of an unrecognized claim, the seller will inform the buyer with a reference to the internal directive, which will contain information on the fulfillment and distribution of costs for product repair.

7. The duration of the warranty period is twenty-four months. The warranty period starts from the moment of receiving the goods. The rights arising from the warranty for defective goods, which are covered by the warranty period and which are not applied during the duration of the warranty period, expire.

8. Exceptions for which the statutory regulations on goods are not imposed, see point 1 - 8 of paragraph IX., are products with the quality label B.

9. Wakivaki products are divided into 2 quality categories (products with quality in category A and B), since we also employ disadvantaged groups of people:

Products in quality A - from the point of view of quality and design, they are in a state where they show minimal deviations from the required state. Output control monitors dimensional tolerances, sewing quality, aesthetic appearance, functionality and strength of joints, incorporation of accessories, weight and other defined parameters. The only thing that we cannot guarantee, and therefore may have a deviation during quality control, is = the quality of the surface of the upcycled material, its color and tolerances for material thickness. Small deviations, however, are certainly balanced by the feeling that by purchasing the product we helped to upcycle material that could otherwise end up as surplus, without further use and often in an incinerator or a landfill.

Products in quality B - from the point of view of quality and execution, they are in a condition where they show the tolerances set by us, and therefore may have deviations from the desired condition. These are mainly minor deviations in the joining and stitching of materials. Usually these deviations are visible to the naked eye. Nevertheless, the products marked in this way are fully functional. Quality B products are mainly the output of the work of disadvantaged people with whom we work. By purchasing a product labeled quality B, the customer buys a product with tolerated deviations, but with the knowledge that a significant part of the purchase price represents the wages we pay to the disadvantaged person who produced the product.

10. The complaint procedure begins on the date of receipt of the complaint report at the seller.