Complaints Procedure

This Complaints Procedure sets out the manner and conditions for claiming defects in goods purchased through the online store www.artscale.eu from

ART SCALE KIT DISTRIBUTION s.r.o., with its registered office at Na Čekané 791, 460 15 Liberec, Czech Republic
Company ID: 07614748, VAT ID: CZ07614748
registered in the Commercial Register maintained by the Regional Court in Ústí nad Labem, Section C, File 42544
business premises: Vrchlického 1005/57, 460 14 Liberec
phone: +420 771 202 001, complaints email: info@artscale.cz

What defects are we liable for?

We are liable for the goods being free from defects upon receipt. In particular, the goods must correspond to the agreed description, type, quantity, quality and other agreed features, be fit for the purpose you require and we agree to, and match the usual properties of goods of the same kind that you can reasonably expect, including durability, functionality and safety.

A difference between colour shades in reality and on electronic displays, wear caused by normal use, or — in the case of used goods — wear corresponding to previous use, is not considered a defect. For goods sold at a lower price, we are not liable for the defect for which the lower price was agreed.

Within what period can you notify a defect?

If you are a consumer, you may notify a defect that appears in the goods within 24 months of receipt. If a defect appears within one year of receipt, the goods are deemed to have been defective upon receipt, unless the nature of the goods or the defect precludes this.

If you purchase as a business, you must notify the defect without undue delay after you could have discovered it, but no later than three days after receiving the goods.

What rights do you have?

If the goods are defective, you may request that the defect be removed, at your choice:

by delivery of a new item without the defect or delivery of the missing part, or
by repair,

unless the chosen method is impossible or disproportionately costly compared to the other. We may refuse to remove the defect if that is impossible or disproportionately costly, particularly with regard to the significance of the defect and the value the goods would have without it.

You are further entitled to a reasonable price discount or may withdraw from the contract if:

we refuse to remove the defect or fail to remove it in accordance with the law,
the defect appears repeatedly,
the defect is a material breach of the contract, or
it is apparent from our statement or the circumstances that the defect will not be removed within a reasonable time or without significant inconvenience to you.

The right to withdraw does not apply if the defect is insignificant. You have no rights from defective performance if you caused the defect yourself or knew about it before receipt.

How to file a complaint

File the complaint without undue delay after discovering the defect — by email to info@artscale.cz, by post to our business premises, or in person at Vrchlického 1005/57, Liberec.
You may use the sample complaint form annexed to the Terms and Conditions.
Deliver the claimed goods to us together with a description of the defect and your chosen way of resolution. Enclose the proof of purchase (invoice) or prove the purchase otherwise. Pack the goods appropriately to prevent damage in transit. We do not accept cash-on-delivery parcels.
You cannot subsequently change the chosen way of resolution without our consent.

How we will handle the complaint

Upon filing, we will issue a written confirmation stating the filing date, the content of the complaint, the requested way of resolution and your contact details. We will resolve the complaint and inform you within 30 days of filing at the latest, unless we agree on a longer period. If this period expires in vain, you may withdraw from the contract or request a reasonable discount. We will issue a confirmation of the date and manner of resolution, or a written justification of rejection.

If the complaint is justified, you are entitled to reimbursement of reasonably incurred costs (e.g. postage), which you must document. If the defect was removed by delivery of a new item, please return the original item to us; we bear the cost of that return.

Returning goods without giving a reason

Apart from complaints, as a consumer you may withdraw from the contract without giving a reason within 14 days of receiving the goods — most easily online in your order detail on the My Order page. Details are set out in the Terms and Conditions.

Out-of-court dispute resolution

The Czech Trade Inspection Authority (Česká obchodní inspekce), Štěpánská 796/44, 110 00 Prague 1, Company ID: 000 20 869, https://www.coi.cz (online dispute resolution at https://adr.coi.cz), is competent for out-of-court resolution of consumer disputes. A petition may be filed within 1 year from the day you first exercised the disputed right with us.

This Complaints Procedure is effective from 15 July 2026.