Refund policy

Effective from: {{ last_updated }}  |  Version 2.0  |  Governing language version: Czech

Complaints (Warranty) Procedure and Goods Return Conditions

Seller: CARS & CAR PARTS EXPORT IMPORT s.r.o., Company ID (IČO) 17699525, VAT ID (DIČ) CZ17699525, registered office at Běhounkova 2309/17, 158 00 Praha 5.
Address for sending returned and complained-about goods: Vzdušná 564/8, 142 00 Praha 4, Czech Republic.
Contact: support@parts4cars.cz, +420 602 604 988.

1. Introduction — two different situations, two different procedures

This document governs two legally distinct situations. Please distinguish between them:

• (I) Withdrawal from the contract within 14 days — “I have changed my mind about the purchase”. This applies only to a consumer in respect of goods purchased at a distance, without any need to state a reason. See Part A.
• (II) Complaint about a defect — “the goods are defective / do not match the description”. This concerns the exercise of rights arising from defective performance. See Part B.

PART A — Withdrawal from the contract within 14 days (consumer)

2. Time limit and manner of withdrawal

2.1. The consumer has the right to withdraw from the purchase contract within a period of 14 days without stating a reason (Section 1829 of the Czech Civil Code (Act No. 89/2012 Coll.)). The period runs from the day of taking delivery of the goods; where the subject matter consists of several items or parts, from the day of taking delivery of the last consignment.

2.2. The time limit is preserved if the withdrawal is dispatched within its course. Withdrawal may be made:

1. by e-mail to support@parts4cars.cz (the model form in Part D may be used), or
2. in writing to the address: CARS & CAR PARTS EXPORT IMPORT s.r.o., Vzdušná 564/8, 142 00 Praha 4.

2.3. The consumer shall, without undue delay, no later than within 14 days of withdrawal, send back or hand over the goods to the address of the business premises: Vzdušná 564/8, 142 00 Praha 4. The cost of returning the goods is borne by the consumer.

3. Condition of the returned goods and liability for the reduction in their value

3.1. After taking delivery, the consumer may handle and test the goods only to the extent necessary to acquaint themselves with their nature, characteristics and functionality — i.e. in the manner that would be possible in a brick-and-mortar shop (visual inspection, verification of identification and the part number, checking completeness, a trial fitting).

3.2. Fitting the part into a vehicle, connecting it, programming/coding it, or putting it into operation goes beyond the scope of mere testing.

3.3. If the consumer withdraws from the contract, this does not affect their right; however, the consumer is liable for any reduction in the value of the goods resulting from handling beyond the scope set out in point 3.1 (Section 1833 of the Czech Civil Code (Act No. 89/2012 Coll.)) — in particular due to fitting, installation, removal, use of the part in a vehicle, damage, soiling, programming/coding, or removal of protective features and breaking of seals. The reduction in value may amount to a substantial part of the purchase price.

3.4. The Seller is entitled to unilaterally set off the amount corresponding to the reduction in value against the purchase price to be refunded.

3.5. We therefore ask: please return the goods complete, where possible in the original packaging and unfitted. (Returning the goods in packaging other than the original does not, in itself, exclude the right of withdrawal; it may, however, affect any assessment of the reduction in value.)

4. Refund of money

4.1. If the consumer withdraws from the contract, the Seller shall return to them, within 14 days of withdrawal, all funds, including the cost of delivery, which it received from them under the contract, by the same means. The Seller refunds the cost of delivery only up to the amount corresponding to the cheapest method of delivery offered (Section 1832(2)).

4.2. The Seller is not obliged to return the funds received before the consumer hands over the goods or proves that they have sent the goods back (Section 1832(4)).

5. When the right of withdrawal does not arise

5.1. The consumer may not withdraw from the contract in the cases set out in Section 1837 of the Czech Civil Code (Act No. 89/2012 Coll.), in particular in respect of goods manufactured or adapted according to the consumer’s wishes or for the consumer’s person (e.g. parts programmed/coded to a specific VIN, parts custom-modified to order).

5.2. A business buyer (B2B) does not acquire the right to withdraw from the contract within the 14-day period without stating a reason (see Article 5 of the General Terms and Conditions).

5.3. The fact that the buyer has opened the packaging, unpacked the goods or inspected them does not, in itself, exclude the consumer’s right of withdrawal; only the rules on the reduction in value under Article 3 apply.

PART B — Complaint about a defect (rights arising from defective performance)

6. Quality and condition of used parts

6.1. For used goods sold “according to photographs”, the photographs and the description of the specific product constitute the agreed quality (Section 2161 of the Czech Civil Code (Act No. 89/2012 Coll.)). Wear, age and defects that are apparent from the photographs or the description are not defects and cannot be the subject of a complaint.

6.2. A complaint may be made in respect of defects that do not correspond to the described and depicted condition — in particular hidden defects or defects not stated in the description, or a discrepancy with the identification of the part (a part number other than the one stated).

7. Time limits for exercising rights arising from defective performance

7.1. The consumer is entitled to notify a defect that occurs in the goods within 24 months of taking delivery. For used goods, this period is, in accordance with Section 2168 of the Czech Civil Code (Act No. 89/2012 Coll.), agreed at a length of 12 months from taking delivery; the shortened period is indicated on the proof of purchase and the buyer agrees to it when placing the order.

7.2. If a defect becomes apparent at the consumer’s end within 12 months of taking delivery, the goods are deemed to have been defective already upon delivery (Section 2161(5)).

7.3. For a business buyer (B2B), the period for notifying defects is 6 months from taking delivery and the regime under Article 5 of the General Terms and Conditions applies (the obligation to inspect the goods and to notify apparent defects within 3 working days).

8. Complaint procedure

8.1. The buyer shall lodge a complaint with the Seller without undue delay after discovering the defect, namely:

1. by sending the goods to the address Vzdušná 564/8, 142 00 Praha 4, or
2. by notification to support@parts4cars.cz and a subsequent agreement on hand-over.

8.2. With the complaint, the buyer shall provide the proof of purchase, a description of the defect and photographic documentation, and, where applicable, indicate the desired manner of settlement. We recommend not installing the part any further before lodging the complaint, where the defect is apparent.

8.3. The Seller shall issue to the consumer buyer written confirmation of when the complaint was lodged, what the content of the complaint is and what manner of settlement is requested, and further confirmation of the date and manner of settlement of the complaint.

8.4. A consumer’s complaint, including the removal of the defect, shall be settled by the Seller without undue delay, no later than within 30 days of its lodging, unless they agree on a longer period. The futile expiry of this period is deemed a material breach of the contract.

9. Claims arising from defects

9.1. If the goods have a defect, the consumer may demand its removal; at their choice, either the delivery of a new item free from the defect or a repair, unless the chosen method is impossible or disproportionately costly. Given the nature of used parts (unique items), a reasonable discount may be provided instead of replacement, or withdrawal from the contract may be permitted, where neither a repair nor the delivery of a comparable item is possible.

9.2. The consumer may demand a reasonable discount or withdraw from the contract if the Seller has not removed the defect within a reasonable time or has refused to remove it, the defect recurs repeatedly, it constitutes a material breach of the contract, or it is evident from the Seller’s declaration that the defect will not be removed within a reasonable time.

9.3. The buyer is not entitled to rights arising from defective performance if they caused the defect themselves, or if it is a defect which they must have recognised, with the exercise of ordinary care, already at the conclusion of the contract (in particular the condition apparent from the photographs and the description — see Article 6).

10. Transport costs in the event of a complaint and a return

10.1. If the complaint is justified (a defect / non-conformity with the description), the cost of returning and re-delivering the goods is borne by the Seller; the consumer is entitled to reimbursement of reasonably incurred costs.

10.2. In the case of withdrawal within 14 days (change of mind, Part A), the cost of returning the goods is borne by the buyer.

PART C — Out-of-court dispute resolution

The body competent for the out-of-court resolution of consumer disputes is the Czech Trade Inspection Authority (Štěpánská 567/15, 120 00 Praha 2, www.coi.gov.cz, adr.coi.gov.cz). For cross-border disputes, the European Consumer Centre Czech Republic may be used (www.evropskyspotrebitel.cz).

PART D — Model form for withdrawal from the contract

(Complete and send this form only if you wish to withdraw from the contract. The form may be downloaded and sent by e-mail or by post.)