Complaints Procedure

This Complaints Procedure describes how to make a complaint about defective goods at CZ-THERM s.r.o., how to report a damaged or incomplete shipment and how to return goods. It applies to purchases made on the profiobklady.cz website, by e-mail and by phone, for business customers (companies and sole traders) as well as consumers. It supplements the Terms and Conditions (Articles 6 to 8). Rules that apply only to consumers or only to business customers are marked as such.

1. Contact

• Send your complaint or return request using the form at the bottom of this page, by e-mail to info@profiobklady.cz, or submit it at the seller's registered office. We can also advise you by phone at +420 737 246 887.
• Seller: CZ-THERM s.r.o., Bartošova 5532, 760 01 Zlín, Company ID (IČO) 21503761, VAT ID (DIČ) CZ21503761.
• Please do not send us goods without prior agreement. Depending on the nature of the defect, we will agree whether photos are enough or how we will collect the goods.

2. What is and is not a defect

• A defect is, in particular, delivery of different goods, a different quantity, or goods of a different quality or design than agreed or than is customary, damaged packaging that puts the goods at risk, or missing instructions where they are needed to use the goods.
• Wear and tear from normal use is not a defect, nor is damage caused by improper installation, incorrect storage (for example, trims bending when stored without support), use contrary to the instructions or mechanical damage after receipt.
• Minor differences in shade and surface between production batches within the manufacturer's tolerance are not a defect. We therefore recommend ordering goods for one area all at once.

3. Inspection of goods and deadlines

• Check the goods as soon as possible after receipt and always before installation: type, quantity, dimensions, colour and surface. Do not install goods with an obvious defect.
• A business customer shall notify obvious defects and incorrect quantities without undue delay after receipt, and hidden defects without undue delay after discovering them or after they could have been discovered with due care, but no later than 2 years from delivery. The seller is not obliged to accept a defect notified late (Section 2112 of the Civil Code).
• A consumer may claim a defect if it appears within 2 years of receiving the goods. If the defect appears within 1 year of receipt, the goods are presumed to have been defective at the time of receipt.

4. Damaged or incomplete shipment

• When receiving the goods from the carrier, check the number of packages and that the packaging is intact; for long trims, also check that the packaging is not broken or bent.
• If the shipment is damaged, draw up a damage report with the driver or refuse the shipment. Take photos of the packaging and the goods.
• Report any damage or missing packages to us as soon as possible after receipt and attach photos and the report. Report damage discovered only after unpacking just as quickly and keep the packaging until the matter is settled. Prompt notification helps us settle the damage with the carrier.
• We will send you replacement goods or refund their price.

5. How to make a complaint

• Fill in the “Complaints and returns” form at the bottom of the page, or send an e-mail with the following details: order or invoice number, name, for companies the company name and Company ID (IČO), e-mail and phone, the goods concerned (name, variant, quantity), a description of the defect and when it appeared, whether the goods have already been installed, photos (overall view, detail of the defect, packaging label) and the solution you require.
• A complaint is deemed made on the day we receive the notification of the defect. We will confirm receipt by e-mail.
• When a consumer makes a complaint, we will issue a confirmation stating when the complaint was made, what it concerns and what remedy is requested. If the complaint is made via the form or by e-mail, our e-mail serves as this confirmation.

6. Requested remedy

• A consumer may request that the defect be remedied by delivery of new goods without defects or by repair. They may request a reasonable discount or withdraw from the contract if the seller fails to remedy the defect or refuses to remedy it, if the defect recurs or constitutes a material breach of contract, or if it is clear from a statement or the circumstances that the defect will not be remedied within a reasonable time or without considerable difficulty (Sections 2169 to 2171 of the Civil Code).
• Business customer: if the defect constitutes a material breach of contract, they may request delivery of new or missing goods, repair, a reasonable discount, or withdraw from the contract (Section 2106 of the Civil Code). They shall state their choice when notifying the defect or without undue delay thereafter. If the defect constitutes a non-material breach of contract, they are entitled to have the defect remedied or to a reasonable discount (Section 2107 of the Civil Code).
• By agreement, another solution can be chosen, such as a credit note for a future purchase.

7. Handling of the complaint

• We will decide on the complaint without undue delay. We will settle a consumer's complaint within 30 days of it being made at the latest, unless we agree on a longer period, and issue them a confirmation of the date and method of settlement. A business customer's complaint is usually settled within 30 days.
• We will inform you of the outcome by e-mail. Any rejection will be justified.
• We will send the discount or refunded purchase price by bank transfer to the account you specify without undue delay after the complaint is settled, and issue a corrective tax document.
• Defective goods that have been replaced belong to the seller. Please return them according to our instructions.

8. Who pays for shipping and installation

• If the complaint is justified, the seller pays for transport: it will have the defective goods collected by a carrier at its own expense, or reimburse you for the costs reasonably incurred in sending them. Replacement goods are sent at the seller's expense.
• From a consumer, the seller always takes back defective goods at its own expense. If, by their nature and purpose, the goods were installed before the defect appeared, the seller will remove the installed goods and install new ones, or pay the associated costs (Section 2170 of the Civil Code).
• In the case of an unjustified complaint, a business customer bears their own costs. The seller may claim reimbursement of the cost of sending the goods back, provided it gave notice of this in advance.

9. Returning goods without defects

• A consumer may withdraw from a distance contract without giving a reason within 14 days of receiving the goods. The procedure, return costs and a model form are set out in Article 7 of the Terms and Conditions. You can give notice of withdrawal online on the Withdrawal from the Contract page.
• A business customer has no statutory right to return goods without giving a reason. A return is only possible by prior agreement. Only unused and complete goods in their original undamaged packaging can be returned. The seller may charge shipping costs and a handling fee, the amount of which will be communicated in advance.
• Goods made or modified to the customer's specifications (shower shelves sprayed to order, the Custom RAL shade, goods cut to size and goods marked “made to order”) cannot be returned (Section 1837(d) of the Civil Code). Goods from the standard range that we have not modified for you can be returned, even if they are painted.

10. Out-of-court dispute resolution

A consumer may submit a proposal for out-of-court resolution of a consumer dispute to the Czech Trade Inspection Authority (Česká obchodní inspekce), Central Inspectorate, ADR Department, Gorazdova 1969/24, 120 00 Praha 2, e-mail adr@coi.gov.cz, website coi.gov.cz/informace-o-adr, no later than 1 year from the day on which they first asserted with the seller the right that is the subject of the dispute. Disputes with business customers are resolved by agreement between the parties; otherwise they are decided by a court in accordance with Article 13 of the Terms and Conditions.

11. Complaint and Return Form

The form is below. After submitting it, you will receive a confirmation by e-mail. This Complaints Procedure is effective from 22 October 2026.