1. Purpose and legal basis
This Complaints Procedure applies to purchases made through the Pyrotime online store at https://pyrotime.eu. It supplements the Terms and Conditions of Sale and explains how claims relating to defective Goods are submitted, assessed and resolved.
The terms Seller, Buyer, Online Store and Goods have the same meaning as in the Terms and Conditions of Sale. The Seller means the operator of the Online Store, and the Buyer means the customer purchasing the Goods.
It is based on Czech legislation, particularly the Civil Code, Act No. 89/2012 Coll., Section 1914 et seq.; the Consumer Protection Act, No. 634/1992 Coll.; GDPR where personal data are involved; and other relevant product-safety and electronic-commerce requirements.
2. Claim periods
Rights relating to defective performance may be exercised within twenty-four months of receiving the Goods. Time spent undergoing repair by the Seller extends that period.
Unless otherwise agreed, the period starts on delivery to the Buyer. A defect must be reported without undue delay after discovery.
For business customers, time limits may be adjusted by agreement and the applicable Civil Code provisions, including the reference to Section 2161.
3. Submitting a complaint
A claim may be submitted electronically to the Seller's contact email or in writing, personally or by post, at the address designated for complaints in the Online Store.
The submission must identify the Buyer by name and address and, for business customers, company and VAT identification numbers where applicable. It must also state the order number, the date the Goods were received, the defect being claimed and the circumstances in which it was discovered.
The Buyer is responsible for the accuracy and completeness of that information and bears the consequences of delays caused by incorrect addressing or delivery details.
4. Preparing the Goods and supporting information
When making a claim, the Buyer must provide proof of purchase, such as an invoice, tax document or warranty certificate; submit the Goods with their accessories and packaging; and give a detailed description of the problem, including photographs where relevant.
The Goods must be handled safely and in accordance with the manufacturer's instructions. Before shipping a pyrotechnic product, the Buyer is advised to contact the Seller to arrange a safe transport method. Packaging must protect the Goods against additional damage in transit.
When accepting a shipment from a carrier, the Buyer must check the packaging. If it is damaged, a damage record must be prepared and the Seller informed.
5. Acknowledging the claim
The Seller provides written acknowledgement identifying the product, the date the complaint was received, the reported defect and the remedy requested by the Buyer.
This acknowledgement is supplied electronically or in another agreed form.
6. Handling and outcome
The Seller decides on and handles the complaint without undue delay, within thirty calendar days of receipt at the latest.
The Buyer receives written information explaining the outcome, the remedy provided and any repairs undertaken. For complex claims, the Seller informs the Buyer about progress and the anticipated completion date.
If the processing period has not been extended and the Seller fails to resolve the complaint in time, the Buyer may request replacement or withdraw from the purchase contract.
7. Particular rules for pyrotechnic products
Complaints concern unused pyrotechnic products only.
For a product that has failed to function, a claim may be made only on the basis of photographic evidence taken from a safe distance. That evidence must show the malfunction and the state of the ignition component, including a burnt fuse, and identify both the product and the date the photographs were taken.
The Buyer must follow the use and disposal instructions on the packaging. Using pyrotechnics contrary to those instructions or the law is prohibited and excludes the right to make a complaint.
8. Grounds for rejection
A claim ceases to be available where the problem results from normal wear, improper handling, excessive loading, natural events such as water or fire, or use contrary to the manufacturer's instructions.
Any rejection must be explained by the Seller in writing.
9. Costs
For a justified complaint, the Buyer is entitled to reimbursement of necessary expenses incurred in pursuing it, particularly transport costs. No reimbursement is due for an unjustified claim.
10. Records
Complaint reports and supporting documentation are retained electronically in accordance with the Accounting Act. The Buyer may access records relating to their own complaint.
11. Personal data connected with complaints
Information supplied during the complaints process is processed solely for handling the complaint and in accordance with GDPR.
The Buyer may request access to their information, correction of inaccurate details and erasure where the data are no longer needed to perform the contract, and may object to processing.