Warranty claims
- Goods can be claimed in our physical stores even if purchased via the Basket-Obchod.cz online shop.
- You can send the goods to our physical store in Prague or Brno; please attach a copy of the invoice to the claimed goods, describe the reason for the claim and your proposed resolution.
- Always send claimed goods only to our physical stores in Prague or Brno.
- We strive to handle claims as quickly as possible, no later than 30 days from the delivery of the goods to our stores.
Statutory rights for defects:
The seller is liable for defects arising after the goods are taken over within a 24-month warranty period or within the period of use stated in advertising, on the product packaging, or in the enclosed instructions.
Within this period, the buyer may file a claim and, at their choice, request for a defect constituting a material breach of contract (regardless of whether the defect is remediable or irremediable):
- remedy of the defect by delivering a new item without defects or by delivering the missing item;
- free removal of the defect by repair;
- a reasonable discount on the purchase price; or
- a refund of the purchase price based on withdrawal from the contract.
Processing the claim
- The buyer must file a claim with the seller or the person designated for repairs without undue delay after discovering the deficiency. If done in writing or electronically, they should provide their contact details, a description of the defect, and the requested method of resolving the claim.
- The buyer must inform the seller which right they have chosen when notifying the defect, or without undue delay after notifying the defect. Changing the choice without the seller’s consent is only possible if the buyer requested a repair of a defect that later proves to be irremediable.
- If the buyer does not choose their right for a material breach of contract in time, they have the rights applicable to a non-material breach of contract.
- The buyer must prove the purchase of the goods (ideally with the proof of purchase). The time limit for handling the claim runs from the moment the goods are handed over/delivered to the seller or to the place designated for repairs. Please ensure the goods are packaged suitably for transport to avoid damage; they should be clean and complete.
- The seller must decide on the claim no later than 30 days from its submission. The buyer will be informed within this period if an expert assessment is necessary. The seller will handle the claim, including defect removal, without undue delay, and at the latest within 30 days from submission. After this period expires, the buyer has the same rights as in the case of a material breach of contract.
- Please treat the claimed goods properly so that the goods or their parts meet the basic prerequisites for safe and hygienic handover for the claim procedure.
- The warranty period is extended by the time from submitting the claim until it is resolved or until the time the buyer was obliged to pick up the item. If the goods or a part are replaced, the seller’s liability applies as if a new item or part had been purchased.
The law specifies that goods can be claimed in the case of a manufacturing defect, not for normal wear and tear or damage to footwear, e.g., due to improper use or mechanical damage. The law also requires the consumer to claim the defect immediately after it is discovered. If the customer continues to use footwear with a defect and claims it only after the season ends, the claim may not be acknowledged.
Quality at the time of receipt
- Goods are defective in particular if they do not have the agreed or expected properties with regard to the nature of the goods and the advertising carried out, are not suitable for the usual or agreed purpose, are incomplete, do not correspond in quantity, measure, or weight, or do not meet legal requirements.
- The buyer may assert a right for a defect that occurs in consumer goods within 24 months from receipt. According to their request, the buyer is entitled to free defect removal or to a reasonable price reduction; if disproportionate to the nature of the defect (especially if the defect cannot be removed without undue delay), they may request delivery of a new item without defects or a new defect-free component if the defect concerns only that component.
- If repair or replacement is not possible, the buyer has the right to withdraw from the contract.
- The seller is not obliged to comply with the buyer’s claim if the seller proves that the buyer knew about the defect before taking over the goods or caused it themselves.
- For used goods, the seller is not liable for defects corresponding to the degree of prior use or wear. For items sold at a reduced price, the seller is not liable for the defect for which the lower price was agreed. Instead of the right to replacement, the buyer has the right to a reasonable discount in these cases.
Alternative dispute resolution: any disputes may also be resolved out of court. In such a case, you may contact an ADR entity, for example the Czech Trade Inspection Authority or resolve the dispute online via the dedicated ODR platform. More information on ADR can be found here. Before turning to ADR, based on our experience, we recommend addressing the situation with us first.