Claims and returns policy
for customers of the online store www.vinodi.cz
Seller: ELIHER s.r.o.
Registered office: Fáblovka 403, Pardubice – Staré Hradiště, Postcode 533 52
Company ID No.: 25948024
company registered in the Commercial Register maintained by the Regional Court in Hradec Králové, Section C, File No. 16841
E-mail: reklamace@vinodi.cz; telephone: +420 466 799 440
- Basic provisions
1.1. This Complaints Procedure governs the method of exercising and handling rights arising from defective performance in relation to goods purchased in the online store www.vinodi.cz.
1.2. This Complaints Procedure applies to buyers who are consumers. The rights of buyers who are not consumers are governed in particular by the Civil Code and the concluded purchase contract.
1.3. The provisions of this Complaints Procedure must not limit the consumer’s rights provided by law.
- Seller’s liability for defects
2.1. The Seller is liable to the consumer for ensuring that the goods are free from defects upon receipt and conform to the purchase contract, in particular as regards description, type, quantity, quality, functionality, compatibility, interoperability, accessories, instructions and other agreed characteristics.
2.2. The Seller is also liable for ensuring that the goods are suitable for the purpose for which goods of this type are usually used, correspond to the usual characteristics of goods of the same type and match the quality of the sample or model, if provided.
2.3. The consumer may report a defect that appears in the goods within two years of receipt of the goods. If a defect appears within one year of receipt, it is presumed that the goods were already defective at the time of receipt, unless the nature of the item or the defect excludes this.
2.4. The consumer is not entitled to rights arising from defective performance if the defect was caused by the consumer. Normal wear and tear caused by usual use is not considered a defect; in the case of used goods, wear corresponding to the extent of their previous use is also not considered a defect.
2.5. For goods with an indicated minimum durability date or use-by date, the goods must be stored and used in accordance with the manufacturer’s instructions and the nature of the goods.
- Where and how to make a complaint
3.1. A complaint may be made to the Seller at the premises/registered office at Fáblovka 403, Pardubice – Staré Hradiště, Postcode 533 52, by e-mail at reklamace@vinodi.cz or in another manner in accordance with applicable legal regulations.
3.2. A complaint may also be made at any of the Seller’s premises where accepting the complaint is possible with regard to the range of goods sold.
3.3. When making a complaint, the consumer should provide in particular:
- first name and surname, contact e-mail and telephone number;
- order number or other proof of purchase;
- identification of the goods being complained about;
- description of the defect and when the defect appeared;
- requested method of complaint resolution;
- bank account number if a refund is to be made by bank transfer.
3.4. The consumer may use the Seller’s sample complaint form to make a complaint. Use of the form is not mandatory.
3.5. The complaint is deemed to have been made at the moment when the consumer informs the Seller that they are exercising a right arising from defective performance and it is clear from the notification which goods are being complained about and what defect is being reported. The consumer shall also state the requested method of complaint resolution; if the consumer fails to do so, the Seller shall ask the consumer to supplement the information, without this affecting the moment when the complaint was made. If it is necessary to physically inspect the goods in order to assess the complaint, the consumer is obliged to hand over, deliver or allow the Seller to collect the goods without undue delay.
3.6. If it is necessary to physically inspect the goods in order to assess the complaint, the consumer is obliged to hand over, deliver or allow the Seller to collect the goods without undue delay. We recommend packing the goods in such a way as to prevent damage during transport, especially in the case of fragile goods.
3.7. If the consumer fails to provide the Seller with the necessary cooperation to assess or remove the defect, in particular if the consumer fails to hand over or send the goods being complained about although this is necessary due to the nature of the goods and the reported defect, the Seller shall not be in delay with handling the complaint for the period during which such cooperation is not provided.
3.8. The Seller does not accept cash-on-delivery shipments.
- Complaint confirmation
4.1. When a complaint is made, the Seller shall issue the consumer a written confirmation. The confirmation shall include the date on which the complaint was made, the content of the complaint, the requested method of complaint resolution and the consumer’s contact details for the purpose of informing the consumer about the resolution of the complaint.
4.2. If the complaint is made by e-mail, the Seller shall send the confirmation to the consumer’s e-mail address.
4.3. After the complaint has been resolved, the Seller shall issue the consumer a confirmation of the date and method of complaint resolution, including confirmation of any repair carried out and its duration, or a written justification for rejecting the complaint.
- Methods of complaint resolution
5.1. If the goods have a defect, the consumer may request that the defect be removed. At their choice, the consumer may request delivery of a new item without defect or repair of the item, unless the chosen method is impossible or disproportionately costly compared with the other method.
5.2. The Seller shall remove the defect within a reasonable time after it has been reported, in such a way as not to cause significant inconvenience to the consumer. The nature of the item and the purpose for which the consumer purchased the goods shall be taken into account. For the purpose of removing the defect, the Seller shall take over the item at its own expense, if the nature of the item and the chosen method of resolution so require.
5.3. The consumer may request a reasonable discount or withdraw from the contract in particular if the Seller refuses to remove the defect or fails to remove it properly and in time, if the defect appears repeatedly, if it constitutes a material breach of contract, or if it is apparent from the circumstances that the defect will not be removed within a reasonable time or without significant inconvenience to the consumer.
5.4. In the case of food, alcoholic beverages and other goods for which repair is not possible or practical due to the nature of the item, the complaint will generally be resolved by replacement of the goods, a reasonable discount or a refund of the purchase price, provided that the statutory conditions for this are met.
5.5. Until the Seller fulfils its obligations arising from defective performance, the consumer does not have to pay the outstanding purchase price or any part thereof.
- Time limit for handling complaints
6.1. The complaint, including removal of the defect, must be resolved and the consumer must be informed of this no later than 30 days from the date on which the complaint was made, unless the Seller and the consumer agree on a longer period.
6.2. The futile expiry of the time limit under Article 6.1 is considered a material breach of contract. The consumer may then withdraw from the contract or request a reasonable discount.
6.3. The time limit also includes the time needed for expert assessment of the defect, if such assessment is necessary.
- Complaint costs
7.1. If the complaint is justified, the consumer has the right to reimbursement of reasonably incurred costs associated with making the complaint. The consumer is obliged to claim reimbursement of such costs from the Seller without undue delay.
7.2. If the consumer makes an unjustified complaint, the Seller is not obliged to reimburse the consumer for the costs associated with the complaint.
- Contact for complaints
ELIHER s.r.o., complaints department
Fáblovka 403, Pardubice – Staré Hradiště, Postcode 533 52
Opening hours: Mon–Fri 7:00–18:00, Sat–Sun 9:00–18:00
Tel.: +420 466 799 457
E-mail: reklamace@vinodi.cz
This Complaints Procedure becomes effective on 27 May 2026
To make handling a complaint or withdrawal from the purchase contract easier, you may use the sample forms below.