Complaints Policy

Complaints Procedure

1. Basic provisions

This complaints procedure governs the terms and conditions for exercising rights arising from defective performance when purchasing goods through the online store Pokelorca.cz.

Seller:
Andrej Pikula
ID No.: 01389190
E-mail: info@pokelorca.cz

The seller is not a VAT payer.

The buyer's rights regarding defective performance are governed by the relevant provisions of the Civil Code and other applicable legal regulations of the Czech Republic.

2. Liability for defects

The seller is responsible to the buyer for ensuring that the goods are free of defects upon receipt and correspond to the agreed properties and requirements stipulated by legal regulations.

The buyer may report a defect that appears on the item within the statutory period.

Rights arising from defective performance do not apply in particular to defects or damage caused by improper use, mechanical damage caused by the buyer, unprofessional handling, or normal wear and tear corresponding to the nature of the goods.

This does not affect the statutory rights of the consumer.

3. How to file a complaint

The buyer can file a complaint via email:

info@pokelorca.cz

For faster processing, we recommend including:

  • order number,
  • first name and last name,
  • name of the product being complained about,
  • description of the defect,
  • photos of the defect, if it can be captured,
  • preferred method of resolving the complaint.

The omission of some of this information does not in itself prevent the filing of a complaint, if the complaint can be properly assessed.

4. Sending the complained goods

If it is necessary to send the goods to the seller for the assessment of the complaint, the buyer will receive information on the further procedure and the address for sending.

We recommend packing the goods so that no further damage occurs during transport.

In the case of a legitimate complaint, the consumer has the right to reimbursement of reasonably incurred costs associated with filing it, in accordance with legal regulations.

5. Complaint resolution

The complaint will be assessed and resolved without undue delay.

For consumers, the complaint, including the removal of the defect, will be processed and the consumer informed no later than 30 days from the date of filing the complaint, unless the seller and the consumer agree on a longer period.

The buyer will be informed of the receipt and method of resolution of the complaint through the contact details provided.

6. Rights from defective performance

In case of a defect, the buyer has rights arising from applicable legal regulations.

Depending on the nature of the defect and the fulfillment of legal conditions, the consumer may especially have the right to:

  • remedy the defect by repair,
  • delivery of a new item without defects,
  • a reasonable discount on the purchase price,
  • withdrawal from the contract and return of the purchase price.

The specific method of resolving the complaint depends on the nature of the defect and the conditions stipulated by legal regulations.

7. Collectible card products

The online store Pokelorca.cz sells new and original packaged collectible card products.

The content of boosters, booster boxes, and other collectible card game products may be specified as random by the manufacturer.

Therefore, a defect in the product cannot be considered, in particular:

  • the fact that the package does not contain a specific desired card,
  • the absence of a rare or valuable card, if its presence was not guaranteed by the manufacturer,
  • the specific random composition of the booster,
  • the market or collector's value of the cards contained in the product.

However, if the product or its content exhibits a real defect, such as manufacturing damage, missing guaranteed content, or another defect, the buyer's rights from defective performance are not limited by this provision.

8. Damage during transport

Upon receipt of the shipment, we recommend checking the condition of its packaging.

If the shipment is visibly damaged, we recommend documenting the damage and, if possible, reporting it to the carrier.

If the buyer discovers damage only after receipt, we recommend contacting the seller as soon as possible at:

info@pokelorca.cz

Later notification of damage does not in itself deprive the consumer of their legal rights.

9. Refund of the purchase price

If the buyer is entitled to a refund of the purchase price according to legal regulations, the corresponding amount will be returned without undue delay in a manner consistent with legal regulations.

If possible and unless otherwise agreed with the buyer, the amount will be refunded in the same manner as the original payment was made.

10. Out-of-court settlement of consumer disputes

The consumer has the right to out-of-court settlement of a consumer dispute.

The entity for out-of-court settlement of consumer disputes is:

Czech Trade Inspection Authority
Central Inspectorate – ADR Department
Štěpánská 796/44
110 00 Prague 1

11. Final provisions

This complaints procedure becomes effective on the date of its publication on the Pokelorca.cz website.

Relations not regulated by this complaints procedure shall be governed by the relevant provisions of the Civil Code and other applicable legal regulations of the Czech Republic.