Returns & Warranty

COMPLAINT POLICY

 

of WAKEND s.r.o., ID No.: 19879831, with its registered office at Kaprova 42/14, Staré Město, 110 00 Prague 1,

registered with the Municipal Court in Prague, Section C, File 393150 (hereinafter referred to as the “Seller”)

 

1. INTRODUCTORY PROVISIONS

 

1.1. This Complaint Policy (hereinafter the “Policy”) sets out the rights and obligations of the Seller and individuals who have entered into a purchase contract (hereinafter the “Buyer” and the “Contract”) through the Wakend.store online store (the “E-shop”) regarding complaints about goods purchased on the E-shop.

 

1.2. This Policy is issued in accordance with Act No. 89/2012 Coll., the Civil Code (the “Civil Code”), and Act No. 634/1992 Coll., on Consumer Protection (the “Consumer Protection Act”), as amended.

 

1.3. This Policy applies to Buyers who are natural persons acting outside the scope of their business or independent professional activity when concluding the Contract.

 

1.4. This Policy forms an integral part of the Seller’s Terms and Conditions governing E-shop operations and the conclusion of Contracts.

 

2. PROCEDURE FOR SUBMITTING AND PROCESSING COMPLAINTS

 

2.1. Except in cases where another party is designated for the repair, the Seller must accept complaints at any location where it is reasonably possible based on the goods or services sold, or at its registered office.

 

2.2. The Buyer shall submit complaints to the Seller using the contact details provided in this Policy, without undue delay after discovering the defect or issue.

 

2.3. The complaint notice must include the Buyer’s contact details, a description of the defect, and the requested method of resolution (i.e., which right the Buyer is exercising). A template complaint form is provided as an annex to this Policy.

 

2.4. The Buyer must submit the defective goods along with proof of purchase (typically an invoice or other receipt). If sending goods via courier, the Buyer must ensure they are securely packed to avoid damage, and include all original accessories and documentation. The Seller will not accept cash-on-delivery packages.

 

2.5. Upon receiving the complaint, the Seller will issue a written confirmation stating the date of complaint submission, its content, the requested resolution method, and the Buyer’s contact details for follow-up.

 

2.6. The complaint, including defect removal, must be resolved within 30 days from the date the complaint is submitted, unless the Seller and Buyer agree to a longer period.

 

2.7. If the complaint is not resolved within this period, the Buyer may withdraw from the Contract or demand a reasonable discount.

 

2.8. After the complaint is resolved, the Seller will return the goods and issue a written confirmation indicating the date, method of resolution, repair details, or provide a written explanation if the complaint is rejected.

 

2.9. Any warranty period provided by the Seller is extended by the time from the complaint submission to resolution or when the Buyer was required to collect the item. This extension does not apply if the complaint is found to be unjustified.

 

2.10. If the complaint is accepted, the Buyer is entitled to reimbursement of reasonable costs associated with asserting their rights (especially return shipping). The Buyer must email a reimbursement request with the complaint number, bank account details, and supporting receipts (e.g., postal receipts). The Seller will determine whether the costs were justified.

 

2.11. Until the Seller fulfills its obligations under defective performance, the Buyer is not required to pay any outstanding portion of the purchase price.

 

3. CONTACT DETAILS

 

For communication with the Seller, the Buyer may use:

• 📧 Email: [info@wakend.co]
• 📍 Address: Wakend s.r.o., Kaprova 14/42, Prague 1, 110 00

 

For complaints:

• 📧 Email: [info@wakend.co]
• 📍 Address: Wakend s.r.o., Kaprova 14/42, Prague 1, 110 00
• 📦 For repair handling: Wakend s.r.o., Bernartice nad Odrou 131, 741 01 Bernartice nad Odrou

 

The Seller will respond using the method the Buyer used to make contact or based on the Buyer’s registered details.

 

4. GENERAL AND FINAL PROVISIONS

 

4.1. This Complaint Policy does not affect the Buyer’s rights under the Seller’s Terms and Conditions (especially regarding the right to withdraw from the Contract).

 

4.2. This Complaint Policy is valid and effective as of May 22, 2025.