Complaints Policy – HopJump
This complaints policy applies to the sale of goods by Rocklands Wall s.r.o., Company ID: 04332971, with its registered office at Výstavní 2968/108, Vítkovice, 703 00 Ostrava (hereinafter referred to as the “Seller”).
Warranty for Quality
1.1 The Seller guarantees that the goods are free from defects upon delivery. In particular, the Seller warrants that at the time the Buyer received the goods:
- 1.1.1 the goods have the characteristics agreed upon by both parties, or if not specified, such characteristics as described by the Seller or manufacturer, or as expected by the Buyer considering the nature of the goods and advertising;
- 1.1.2 the goods are suitable for the purpose stated by the Seller or for the usual use of such goods;
- 1.1.3 the goods are in the correct quantity, measure, or weight;
- 1.1.4 the goods comply with applicable legal regulations.
1.2 The Buyer must check the completeness and condition of goods and packaging upon personal collection.
1.3 When receiving goods from a carrier, the Buyer is obligated to inspect the condition and completeness of the shipment and packaging according to the delivery note.
How to Make a Complaint
2.1 The Buyer must follow this policy when making a complaint regarding a defective product (“complaint”).
2.2 Complaints can be submitted at any of the Seller’s business locations, including:
Vítkovická 3368, 702 00 Moravská Ostrava a Přívoz
2.3 The Seller ensures that a staff member responsible for handling complaints is available during business hours.
2.4 Complaints can also be submitted to a person listed in the warranty certificate or tax document, if specified.
2.5 The Buyer must provide proof of purchase, ideally via a tax document, warranty certificate, or other reliable evidence.
2.6 Complaints cannot be made regarding defects that were previously claimed and discounted through a price reduction.
Complaint and Resolution Timeframes
3.1 If the Seller offers a warranty beyond the legal requirement, its conditions follow this policy unless stated otherwise in the warranty certificate or contract.
3.2 The complaint period begins on the date of receipt, as indicated on the invoice or similar document.
3.3 The warranty period for consumers on new goods is 24 months.
3.4 Non-consumer buyers (businesses) are granted a warranty only if explicitly stated.
3.5 For perishable goods, the right to complain applies only until the date indicated on the packaging, if it is shorter than 24 months.
3.6 Complaints should be made without undue delay once a defect is discovered. Continued use of defective goods may lead to greater damage, for which the Seller is not responsible.
3.7 During legitimate complaints, the warranty period is paused while the goods are being repaired and cannot be used.
3.8 The Seller must respond to the complaint immediately, or within 3 business days for complex cases (excluding time for expert assessment). A written confirmation of the complaint must be issued, stating:
- the date and place of complaint,
- defect description,
- requested resolution,
- how the Buyer will be informed.
The issue must be resolved promptly, no later than 30 days from the complaint date unless agreed otherwise. Failure to meet this deadline is considered a material breach of contract. The method and time of resolution must be confirmed in writing.
The Buyer may not change the selected resolution method without the Seller’s consent, unless it becomes impossible or unreasonably delayed.
3.9 If the complaint is accepted, the Buyer may be reimbursed for necessary complaint-related costs.
3.10 In case of product replacement, the original warranty period continues and does not restart.
Exclusions from Warranty
4.1 The Seller is not liable for defects in the following cases:
- 4.1.1 defect known at the time of purchase and discounted accordingly;
- 4.1.2 damage caused by improper handling, storage, use, or maintenance;
- 4.1.3 wear and tear due to normal use;
- 4.1.4 in used goods, defects corresponding to the level of use;
- 4.1.5 mechanical damage;
- 4.1.6 damage from improper installation, handling, or care;
- 4.1.7 unauthorized modifications or adjustments;
- 4.1.8 use in unsuitable environments (e.g., excessive moisture, dust, chemicals, or temperature extremes);
- 4.1.9 damage due to force majeure.
Final Provisions
In accordance with §14 of Act No. 634/1992 Coll., the Seller informs consumers of the possibility of using the Czech Trade Inspection Authority (www.coi.cz) for out-of-court consumer dispute resolution. This authority is registered in the EU’s list of notified ADR entities.
Effective Date
This complaints policy is valid as of March 25, 2019.