Complaints Policy

Claims Policy for the eyc.cz Online Store
Effective as of September 29, 2026

1. Seller

Vojtěch Brablec
Business ID (IČO): 24474321
with registered office at Soběsuky 40, 798 03 Plumlov
a natural person doing business under the Trade Licensing Act, registered in the Trade Register
E-mail: info@eyc.cz, phone: +420 777 750 384
(hereinafter the "Seller")

This Claims Policy governs the procedure for exercising rights arising from defective performance for goods purchased in the eyc.cz online store and is an integral part of the Terms and Conditions. The rights of a buyer who is a consumer are governed in particular by Act No. 89/2012 Coll., the Civil Code (Section 2158 et seq.), and Act No. 634/1992 Coll., on Consumer Protection. The provisions of this policy do not in any way limit the rights granted to the consumer by law.

2. Seller's Liability for Defects

The Seller is liable to the buyer that the goods are free of defects upon receipt. In particular, the Seller is liable that the goods:

  • comply with the agreed description, type, quantity, quality, and other characteristics stated on the website,
  • are suitable for the purpose for which the buyer requires them and which the Seller has agreed to, as well as for the purpose for which goods of this kind are usually used,
  • are supplied with the agreed accessories and instructions for use or maintenance (e.g., washing instructions),
  • are in the quantity, quality, and design customary for goods of this kind.

3. Time Limit for Exercising Rights Arising from Defective Performance

The consumer is entitled to exercise the right arising from a defect that occurs in the goods within 24 months of receipt. If a defect becomes apparent within one year of receipt, it is assumed that the goods were already defective upon receipt, unless the nature of the goods or the defect precludes this.

The Seller is not liable for defects caused by:

  • wear and tear caused by normal use,
  • improper use, maintenance, or washing contrary to the instructions provided on the label or on the website,
  • mechanical damage caused by the buyer or a third party after receipt,
  • in the case of goods sold at a lower price, a defect for which the lower price was agreed upon,
  • the buyer having caused the defect themselves or having been aware of it before receipt.

4. How to Submit a Claim

Please submit your claim without undue delay after discovering the defect, either:

  • by e-mail to info@eyc.cz, or
  • in writing to the Seller's registered office: Vojtěch Brablec, Soběsuky 40, 798 03 Plumlov.

Please include your order number, a description of the defect, photos of the defect, and your requested method of resolution (see Art. 5) in your claim. Upon receipt of your claim, we will promptly send you instructions for returning the goods. You can also send the claimed goods via Zásilkovna to the drop-off point "Samoobsluha u Frélichů", Tyršovo náměstí 181, 798 03 Plumlov, or to the Seller's registered office address.

When a claim is submitted, the Seller will issue a written confirmation to the buyer (via e-mail) stating when the claim was submitted, what it contains, and what method of resolution the buyer requests. After the claim has been resolved, the Seller will issue a confirmation of the date and method of resolution, including a confirmation of the repair and its duration, or a written justification for rejecting the claim.

5. Buyer's Rights Arising from Defective Performance

If the goods have a defect, the buyer may request its removal by supplying a new, defect-free item (e.g., the same piece or size) or by repair. The chosen method cannot be requested if it is impossible or disproportionately expensive compared to the other.

The buyer may request a reasonable discount on the purchase price or withdraw from the contract if:

  • the Seller has refused to remove the defect or has not removed it within a reasonable time,
  • the defect occurs repeatedly,
  • the defect is a material breach of the contract, or
  • it is clear from the Seller's statement or from the circumstances that the defect will not be removed within a reasonable time or without significant inconvenience to the buyer.

If the defect is insignificant, the buyer may not withdraw from the contract but has the right to a reasonable discount.

6. Time Limit for Handling Claims

We will make a decision on the claim without undue delay; in complex cases, within 3 working days. We will process the claim, including the removal of the defect, without undue delay, no later than 30 days from the date of its submission, unless we agree on a longer period with the buyer. Failure to meet this deadline is considered a material breach of the contract.

7. Costs and Refunds

In the case of a justified claim, the buyer has the right to reimbursement of the necessary expenses incurred in connection with the claim, in particular the costs of shipping the goods. Upon withdrawal from the contract or the granting of a discount, we will return the appropriate amount without undue delay to the account or payment method used by the buyer for the payment, or by another agreed method.

8. Out-of-Court Dispute Resolution for Consumers

If a dispute arises between the Seller and the consumer from a purchase contract that cannot be resolved by mutual agreement, the consumer may file a proposal for out-of-court dispute resolution with the out-of-court consumer dispute resolution entity, which is:

Czech Trade Inspection Authority (Česká obchodní inspekce)
Central Inspectorate – ADR Department
Gorazdova 1969/24, 120 00 Prague 2
E-mail: adr@coi.gov.cz
Website: coi.gov.cz/informace-o-adr/

9. Final Provisions

This Claims Policy is effective as of September 29, 2026. For buyers who are not consumers, rights arising from defective performance are governed by the relevant provisions of the Civil Code.