Complaints Procedure

Effective from 22 March 2026 | baufloor trade s.r.o. | PAINTO.cz

1. Introductory Provisions

1.1. This Complaints Procedure is an integral part of the General Terms and Conditions (GTC) of baufloor trade s.r.o. and governs the procedure for exercising rights from defective performance (complaints) for goods purchased through the e-shop painto.cz.

1.2. This Complaints Procedure is governed in particular by:

• the applicable laws of the Czech Republic,
• Directive 2011/83/EU on consumer rights,
• Directive 2019/771/EU on certain aspects concerning contracts for the sale of goods.

1.3. The Buyer is obliged to familiarise themselves with this Complaints Procedure and the GTC before placing an order. By concluding a purchase contract, the Buyer agrees to this Complaints Procedure.

1.4. Matters not covered by this Complaints Procedure shall be governed by the applicable provisions of Czech law and relevant EU directives.

2. Conditions for Complaints — What Is and Is Not a Defect

2.1. What Constitutes a Defect

A defect in goods is a condition where the goods, at the time of receipt or during the warranty period:

• do not have the properties agreed in the contract or declared by the Seller or manufacturer,
• do not correspond to the description, sample or model,
• are not of the proper quantity, measure or weight,
• do not correspond in quality or workmanship to the agreed sample, where quality or workmanship was determined by reference to it,
• are not fit for the purpose stated by the Seller or for which goods of the same kind are ordinarily used,
• have legal defects (third-party rights).

2.2. What Does Not Constitute a Defect

The following are not considered defects:

• normal wear resulting from ordinary use of the goods in accordance with their intended purpose,
• natural wear of painting tools (rollers, brushes, scrapers, etc.) caused by their normal use,
• damage caused by improper use, contrary to instructions or the intended purpose of the goods,
• damage caused by improper storage (humidity, frost, direct sunlight),
• mechanical damage caused by the Buyer or a third party,
• damage caused by intervention of an unauthorised person,
• minor variations in colour, texture or dimensions that are typical for the given type of product and do not affect functionality,
• defects that the Buyer was informed about before concluding the contract and for which a discount was provided.

3. Complaints for Consumers

3.1. Warranty Period

The Seller warrants to the Consumer that the goods are free from defects at the time of receipt. The Consumer may exercise a right from a defect that occurs within 24 months of receipt, in accordance with Directive 2019/771/EU.

3.2. Consumer Rights in Complaints

When filing a complaint, the Consumer has the right to request (depending on the nature of the defect):

1. Repair of the goods — if the defect is repairable. The repair must be carried out within a reasonable time and without significant inconvenience to the Buyer.
2. Replacement of the goods or a defective part — if the defect cannot be repaired, or if repair would involve disproportionate costs relative to the severity of the defect and the value of the goods.
3. A reasonable discount on the purchase price — if the Buyer does not want repair or replacement, or if the Seller cannot repair or replace the goods.
4. Withdrawal from the contract — if the defect constitutes a material breach of contract, if the Seller refuses or is unable to remedy the defect, if the defect recurs, or if there is a significant number of defects.

3.3. Complaint Resolution Period

3.4. The Seller is obliged to issue the Consumer a written confirmation of when the complaint was filed, what its content is, what method of resolution is requested, and a confirmation of the date and method of complaint resolution, or a written justification for rejection.

4. Complaints for Business Customers (B2B)

4.1. For business customers (Buyers acting in the course of their business activity), the Seller provides a commercial warranty of 6 months from receipt of the goods, unless stated otherwise for specific products.

4.2. The business customer is obliged to inspect the goods without undue delay upon receipt and to notify the Seller of defects immediately upon discovery, but no later than 3 business days from receipt (for obvious defects) or 3 business days from discovery (for hidden defects).

4.3. The rights of business customers from defective performance are governed by applicable Czech commercial law. Consumer protection provisions do not apply to business customers.

4.4. The Seller shall resolve a business customer's complaint within a reasonable period, typically within 30 business days. This period is indicative and not statutory.

4.5. The business customer is not entitled to reimbursement of costs associated with shipping the complained goods to the Seller, unless agreed otherwise.

5. Complaint Procedure

5.1. How to File a Complaint

The Buyer may file a complaint using one of the following methods:

1. By email to info@painto.cz — with a description of the defect and attached photographic documentation.
2. By phone at +420 725 151 000 — to arrange the next steps.
3. By post to: baufloor trade s.r.o. – PAINTO.cz, Evropská 3361/80, 671 81 Znojmo 5, Czech Republic — with an attached description of the defect.
4. In person at the company's registered office — by prior telephone arrangement.

5.2. What to Include with the Complaint

To expedite the complaint resolution, the Buyer is required to provide:

• order or invoice number,
• description of the defect — what is wrong, when the defect appeared, under what circumstances,
• photographic documentation of the defect (at least 2 photographs — overall view and detail of the defect),
• copy of the proof of purchase (invoice, order confirmation),
• contact details (name, email, phone),
• requested method of complaint resolution (repair, replacement, discount, withdrawal).

5.3. Where to Send Complained Goods

5.4. Complaint Resolution Process

1. The Seller confirms receipt of the complaint by email or in writing (date of receipt, content of the complaint, requested method of resolution).
2. The Seller assesses the validity of the complaint. If necessary, the Seller may request additional information or the goods to be sent for assessment.
3. The Seller decides on the method of complaint resolution and informs the Buyer.
4. The complaint is resolved by repair, replacement, discount, refund of the purchase price, or justified rejection.
5. The Buyer is informed of the complaint resolution by email or telephone.

6. Complaint Costs

6.1. Consumer

In the case of a justified complaint, the Consumer is entitled to reimbursement of reasonably incurred costs associated with filing the complaint (in particular postage for sending the complained goods). The Consumer is entitled to claim these costs from the Seller within one month after the expiry of the warranty period.

6.2. In the case of an unjustified complaint, the costs of shipping and assessment are borne by the Buyer.

6.3. Refunds

In the case of withdrawal from the contract due to a defect in the goods, the Seller shall refund the purchase price to the Buyer within 14 days of complaint resolution, using the same payment method by which the payment was received, unless agreed otherwise. Funds may also be refunded by bank transfer to the Buyer's bank account (if the Buyer provides it).

6.4. In the case of goods replacement, no additional costs are incurred by the Buyer. The cost of delivering the replacement goods to the Buyer is borne by the Seller.

6.5. Business Customer

The business customer (B2B) bears the cost of shipping the complained goods to the Seller at their own expense, unless agreed otherwise with the Seller. In the case of a justified complaint, postage may be reimbursed by agreement with the Seller.

7. Exclusions from Complaints

7.1. The following goods are excluded from complaints where the defect arose from:

• Mechanical damage — damage caused by dropping, impact, rough handling, improper manipulation or transport carried out by the Buyer.
• Improper use — use of the goods contrary to their intended purpose, user manual or manufacturer's instructions. For example, using interior tools in exterior conditions, using rollers with an unsuitable type of paint, etc.
• Improper storage — storage in unsuitable conditions (excessive humidity, frost, direct sunlight, contact with chemicals) that are not in accordance with the manufacturer's instructions.
• Improper maintenance — neglecting cleaning, care or maintenance of the goods in accordance with the manufacturer's instructions. In particular, failure to clean painting tools from paint immediately after use.
• Natural wear — normal wear of painting tools resulting from their ordinary use for their intended purpose. Painting rollers, brushes, scrapers and similar consumable tools are subject to natural wear, which is not a defect.
• Unauthorised intervention — modifications, repairs or interventions carried out by a person not authorised by the Seller or manufacturer.
• Natural disasters — damage caused by fire, flood, lightning or other natural catastrophes.
• Known defects — defects that the Buyer was expressly informed about before concluding the contract and for which a discount on the purchase price was provided.

7.2. The Seller is entitled to reject a complaint if the Buyer does not present proof of purchase or if the goods were not purchased from the Seller.

7.3. In case of doubt about the cause of a defect, the Seller may have the goods assessed by an independent expert. The cost of assessment is borne by the Seller if the complaint is justified; otherwise, the cost is borne by the Buyer.

Znojmo, 22 March 2026 | baufloor trade s.r.o.