Dear customers, we are delighted that you have purchased our goods. The document you are currently reading is our complaints procedure (‘Complaints Procedure’). It explains what to do should anything be wrong. This is a legal document setting out the rules for exercising your rights in respect of defective performance (complaints) in connection with the purchase of Goods offered on the online shop accessible via the website www.vinarstvi-fucik.cz.

What we are responsible for

We are responsible for ensuring that the Goods, upon collection:

  • is in good condition and free from defects
  • matches the description on the online shop
  • is suitable for everyday use

In wine, a fault might be, for example:

  • a broken or damaged bottle
  • a faulty cork or cap
  • spoilage of wine (e.g. oxidation), provided this was not caused by improper storage

How long do you have to make a complaint?

  • within 24 months of taking delivery of the goods, but without undue delay after you could have discovered the defect.

What to do if a parcel is damaged

When collecting your parcel, you must:

  • Check the packaging and, if it is damaged → do not accept the parcel, draw up a report with the carrier and send it to us immediately

What are your rights when making a complaint?

If the Goods are faulty, you are entitled to:

  • exchange for new goods

If this is not possible, you have the right to:

  • a reasonable discount
  • refund (withdrawal from the contract)

If you are entitled under Section 1923 of Act No. 89/2012 Coll., the Civil Code, as amended, you are also entitled to reimbursement of costs reasonably incurred in exercising that right. However, if you do not exercise your right to compensation within one month of the expiry of the period within which the defect must be reported, the court will not grant the right if we object on the grounds that the right to compensation was not exercised in time.

When a complaint cannot be upheld

A complaint cannot be accepted, in particular, in cases where:

  • the defect was caused by the Goods being mishandled,
  • the goods were stored in unsuitable conditions (e.g. high temperatures, direct sunlight),
  • this is normal wear and tear,
  • The fault was caused by an external event beyond our control.

How to make a complaint

You can make a complaint:

  • by email: eshop@vinarstvi-fucik.cz
  • by telephone on 770 139 407
  • in person at the premises at Zlámalova 1809/2, Mikulov, 69201

Please include the following in your message:

  • order number
  • description of the problem
  • ideally a photo as well (it will speed up the process)

Form for withdrawing from a sales contract