This Complaints Policy governs the procedure and conditions for exercising rights arising from defective performance (“claim”) by the customer – consumer when purchasing goods in the online store operated by 4 X Production CZ s.r.o., registered at SNP 428, Prachatice II, 383 01 Prachatice, Company ID 08858055.
This policy is an integral part of the Terms and Conditions and complies with Czech consumer protection law and the Civil Code.
1. Rights from Defective Performance
1.1. The seller guarantees that the goods are free from defects at the moment of receipt and meet the agreed properties.
1.2. The customer is entitled to report a defect that appears within two years from receipt of the goods.
1.3. Claims cannot be made for:
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wear and tear caused by normal use,
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damage caused by the customer,
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improper use or maintenance,
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third-party interference or incorrect installation not performed by the seller.
2. How to Submit a Claim
2.1. A claim may be submitted:
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in person at: SNP 428, Prachatice II, 383 01 Prachatice
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by e-mail: info@xterra.cz
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by phone for consultation: +420 725 944 979
2.2. We recommend including:
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order number,
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description of the defect,
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customer contact details,
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photo of the defect (if applicable).
2.3. Goods should be sent/handed over clean, complete, and safely packed.
3. Claim Handling
3.1. The seller will assess the claim immediately, or within 3 working days in complex cases.
3.2. The claim (including repair or replacement) will be resolved within 30 days unless otherwise agreed.
3.3. The customer will be informed of the outcome by e-mail.
4. Ways a Claim May Be Resolved
Under Czech law, the customer may request:
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repair of the goods,
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replacement with new goods,
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a reasonable discount,
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withdrawal from the contract (refund), if the defect is substantial or recurring.
The seller may decline a chosen method if it would be disproportionately costly compared to another available solution.
5. Costs of the Claim
5.1. If the claim is justified, the customer is entitled to a refund of reasonable costs incurred (e.g., postage).
5.2. If the claim is unjustified, the goods will be returned to the customer, who covers the transport costs.
6. Final Provisions
This Complaints Policy is effective as of 19 November 2025 and is published on eshop.xterra.cz.