Have you discovered a defect in the product? We will take care of you if you have a problem with the product during the warranty, but also after it ends. According to the law, you have a warranty period of 24 months for our goods, unless otherwise stated in the e-shop or in the attached warranty certificate.
Remember that the application of a complaint must contain a notification of the defect (its description) and the method of handling the complaint requested by you. Contact the Bikers Crown complaints department directly with your complaint, which you can reach every weekday from 7:00 a.m. to 3:30 p.m. on the phone number 800 313 333 or by email at This email address is being protected from spambots. You need JavaScript enabled to view it..
Not only during the season, we try to comply with our internal rule of handling complaints within 14 days. The legal warranty period begins on the day of receipt of the goods and is possibly extended by the time the goods are under warranty repair. In case of exchange of goods for new ones (within the warranty period), the new warranty also begins to run.
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Form for exchanging, returning and/or claiming goods (PDF format)
INTRODUCTORY PROVISIONS
This complaint procedure was drawn up in accordance with the applicable legal regulations of the Czech Republic, in particular in accordance with Act No. 89/2012 Coll., the Civil Code and Act No. 634/1992 Coll. The purpose of this complaint procedure issued by BIKERS CROWN, s.r.o. , with registered office at Pražská 481 Chlumec nad Cidlinou IV, 503 51 Chlumec nad Cidlinou, ID: 259 88 140, registered in the commercial register kept at the Regional Court in Hradec Králové, section C, file 18626 ( hereinafter referred to as the " Seller "), is to inform the consumer, as the buyer, about the conditions and method of exercising the rights of the buyer from defective performance (hereinafter referred to as the " complaint "). Complaints must always be made in accordance with this complaint procedure. Matters not regulated by this complaint procedure are governed by the legal system of the Czech Republic.
LIABILITY FOR DEFECTS OF GOODS
The seller is not responsible for defects in the following cases:
if the claimed defect is for an item that already existed at the time of taking over, while a discount from the purchase price was negotiated for such a defect,
if the goods are used and the defect corresponds to the degree of use or wear, while the goods already had such a defect or wear when the buyer took them over and the buyer was aware of such a defect or wear, or
the defect arose on the item due to wear and tear caused by normal use, or if this results from the nature of the item, or a natural change in the material
the defect is caused by the buyer and was caused by improper use, storage, improper maintenance, intervention by the buyer or mechanical damage,
the defect arose as a result of an external event beyond the influence of the Seller.
A defect caused by improper assembly or other unprofessional commissioning of the goods cannot be considered a defect of the goods, unless the goods were assembled or put into operation by the Seller or a person on the Seller's side.
The seller guarantees to the buyer that the item has no defects upon receipt. In particular, the seller answers that at the time the buyer took over the item
the item has the properties agreed upon by the parties, and in the absence of an agreement, such properties that the Seller or the manufacturer has described or that the buyer expected with regard to the nature of the goods and based on the advertising carried out by them,
the item is suitable for the purpose that the Seller states for its use or for which the item of this type is usually used,
the quality or design of the thing corresponds to the contracted sample or model, if the quality or design was determined according to the contracted sample or model,
is a thing in the corresponding quantity, measure or weight and
the matter complies with the requirements of legal regulations.
If a defect becomes apparent within six months of receipt, it is considered that the item was already defective upon receipt. If there is a defect in the consumer goods, the buyer is entitled to file a claim with the Seller within 24 months of receiving the goods. For used goods, the buyer is entitled to file a claim with the Seller within 12 months of receiving the goods.
The buyer is obliged to file a claim without undue delay after discovering that the goods are defective. The seller is not responsible for increasing the scope of the defect or damage if the buyer continues to use the defective item, although he is aware of the defect.
The time from the exercise of the right from liability for defects to the time when the buyer was obliged to take over the item after the end of the complaint procedure is not included in the warranty period. If the goods are exchanged, the warranty period of the originally purchased and claimed product continues. The same applies if a component for which a guarantee has been provided is replaced.
If the Seller provides the buyer with additional goods for purchase as a gift and the buyer accepts this gift, the Seller is not responsible for any defects in the gift. In the event that the buyer exercises the right to withdraw from the purchase contract, he is obliged to return to the Seller everything he has acquired through the purchase, including the received gift.
If the Seller has provided a guarantee for quality, namely by a statement in the warranty certificate issued to the buyer, by a statement on the product packaging or in an advertisement, its application is governed by this complaint procedure, unless otherwise stipulated in the warranty certificate or in the purchase contract. The warranty period cannot be confused with the lifetime of the goods.
APPLICATION OF CLAIMS
The buyer has the right to make a claim in any brick-and-mortar store of the Seller, if this is possible due to the range of products sold. The seller ensures the presence of a worker authorized to receive complaints during the entire operating time.
The buyer who purchased his goods on the Seller's e-shop is entitled to claim the goods in the ways specified in paragraph 3.1, as well as by sending the goods within the deadline to the address of the Seller's customer center - BIKERS CROWN, s.r.o., REKLAMACE e-shop, V Lipkách 78/ IV, 503 51 Chlumec nad Cidlinou. Such a procedure does not release the buyer from the obligations described below when making a claim. Do not use Z boxes, Alza boxes to send the claimed product. Only ship directly to the central warehouse address.
In the case of making a complaint by sending the goods according to paragraph 3.2, the buyer is obliged to send the complaint in the form of ordinary or registered mail. Cash on delivery will not be accepted.
When making a complaint, the buyer is obliged to:
use the complaint protocol, which is available here: Form for exchange, return and/or complaint of goods (PDF format)
obliged to prove that he has the right to make a claim, in particular by documenting the sales document, documenting the date of purchase, documenting the warranty card, or in another credible way;
submit the original warranty certificate in the event that the buyer asserts a right resulting from the warranty exceeding the scope of rights from liability for defects established by law;
in the case of exercising the right to exchange goods or withdraw from the contract, return the goods in their original condition, including all accessories. In the event that a gift was given to the buyer with the purchased goods, the buyer is obliged to return the given gifts;
provide the necessary cooperation for filling out the complaint protocol and express agreement with the content of this protocol by signing.
When making a claim, the seller is obliged to issue a confirmation to the buyer about when the claim was made, what it contains and what method of settlement the claim requires. A copy of the complaint protocol is also considered as this confirmation. The confirmation also includes information on how the buyer will be informed about the handling of the claim. If the buyer made a complaint remotely, the Seller is obliged to deliver the confirmation of the complaint to the customer without undue delay by e-mail, if known to the Seller. Otherwise, the Seller is obliged to deliver the confirmation of the complaint to the customer at the address indicated in the complaint protocol.
A claim is considered valid if the claimed goods are complete and the general principles of hygiene do not prevent the claim. The customer is obliged to present the claimed goods cleaned, free of all impurities, hygienically sound and dried. The Seller is entitled to refuse acceptance of claimed goods that do not meet the specified characteristics.
SETTLEMENT OF CLAIMS
The seller is obliged to decide on the complaint immediately, in more complex cases within three working days. This period does not include the time required for a professional assessment of the defect.
The complaint, including the removal of the defect, must be handled without undue delay, no later than 30 days from the date of application of the complaint, unless the Seller and the Buyer agree on a longer period. Missing this deadline is considered a material breach of contract.
The seller is obliged to issue to the buyer a confirmation of the date and method of settlement of the complaint, including a confirmation of the repair and its duration, or a written justification for the rejection of the complaint.
The Buyer is not entitled to change the chosen method of handling the complaint without the consent of the Seller, except in situations where the chosen method of solution cannot be carried out at all or in a timely manner.
The buyer is obliged to take over the claimed goods within 30 days from the date of settlement of the claim, after which time the seller is entitled to charge a reasonable storage fee or to sell the goods himself at the buyer's expense. The Seller must inform the buyer about this procedure in advance and provide him with a reasonable additional period to take over the goods. The Buyer can also grant the Seller consent to the liquidation of the claimed goods, thereby releasing the Buyer from the obligation to take over the claimed goods.
The claim will be rejected if the buyer claims a defect that has already been pointed out in the past and a reasonable discount from the purchase price has been provided for it.
CLAIMS FOR DEFECTS OF GOODS
If the goods have a defect that can be removed and the buyer has filed a complaint within the specified period, the buyer has the right to free removal of the defect. In the event that the goods were delivered in a smaller quantity than was agreed or incomplete goods were delivered, the buyer has the right to supplement what is missing. If this is not disproportionate due to the nature of the defect, the buyer may demand the replacement of the goods, or, if the defect concerns only a part of the item, the replacement of this part. If it is not possible to repair the defect or exchange the goods, the buyer can ask for a reasonable discount on the price of the goods or withdraw from the contract. The buyer has the right to a reasonable discount even if the seller does not remedy the situation in a reasonable time.
A defect is considered a material breach of contract if the buyer would not have concluded the contract if he had foreseen the defect at the time of concluding the contract. In other cases, it is a defect that is not a material breach of contract.
If the defect is a substantial breach of the contract, the buyer has the right, at his choice, to deliver a new item, supplement what is missing, repair it, give a reasonable discount or withdraw from the contract.
If the defect is a minor breach of contract, the buyer has the right to remove the defect or a reasonable discount.
The buyer has the right to the delivery of a new flawless item, replacement of a part, price discount or withdrawal from the contract, regardless of the nature of the defect, if he cannot properly use the item due to the repeated occurrence of the defect after repair or due to a larger number of defects. A product has a greater number of defects if it has at least 3 defects at the time of the claim.
If, upon taking over the goods, the buyer finds that the goods do not correspond to the provisions of the purchase contract, he is obliged to notify the Seller of this fact without delay. The seller is then obliged to restore the goods to a condition corresponding to the purchase contract without undue delay. If it is not possible to return the goods to the condition corresponding to the purchase contract, the buyer is entitled to demand a reasonable discount from the purchase price or withdraw from the purchase contract.
FINAL PROVISIONS
If the complaint is recognized as justified, the buyer has the right to reimbursement of the costs incurred in connection with the exercise of his right.
In the event that the buyer is not satisfied with the manner in which the Seller handled his claim or believes that the Seller has violated his rights, and the dispute has not been settled by agreement directly between the buyer and the Seller, the buyer has the right to submit a proposal to initiate an out-of-court settlement of the consumer dispute.
The out-of-court settlement of consumer disputes arising from the purchase contract is the responsibility of the Czech Trade Inspection, with registered office at Štěpánská 567/15, 120 00 Prague 2, ID number: 000 20 869, internet address: https://adr.coi.cz/cs.
The consumer can also use the online dispute resolution platform established by the European Commission at http://ec.europa.eu/consumers/odr/ .
The seller reserves the right to change this complaint procedure, which will take effect no earlier than the date of publication of the updated version of the complaint procedure.
This complaint procedure is valid and effective from February 1, 2020 and fully replaces the previous complaint procedure.
