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Complaints Policy

This complaint policy regulates the method and conditions for claiming defects in goods purchased through the online store thematchakoncept.cz.

1. Seller

Matchology s.r.o.
Antala Staška 1027/67, Krč, 140 00 Prague 4
Company ID: 23138041
Registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, Entry 422035
E-mail: ahoj@thematchakoncept.cz

2. Buyer's Rights from Defective Performance

The rights and obligations of the contracting parties regarding rights from defective performance are governed by the relevant generally binding legal regulations, especially provisions § 1914 to 1925, § 2099 to 2117 and § 2161 to 2174b of Act No. 89/2012 Coll., Civil Code, and Act No. 634/1992 Coll., on Consumer Protection.

The seller is responsible to the buyer that the goods are free of defects upon receipt. In particular, the seller is responsible to the buyer that at the time the buyer took over the goods:

  • the goods have the characteristics agreed upon by the parties, and if there is no agreement, such characteristics that the seller or manufacturer described or that the buyer expected given the nature of the goods;
  • the goods are suitable for the purpose stated by the seller for their use or for which goods of this type are usually used;
  • the goods correspond in quality or design to the agreed sample or model, if the quality or design was determined according to the agreed sample or model;
  • the goods are in the appropriate quantity, measure or weight;
  • the goods comply with legal requirements.

3. Specifics for Food (Tea)

The goods offered - matcha and other teas - are food that is highly perishable. For this reason:

  • The goods are marked with a minimum shelf life, or use-by date. Claims for tea quality must be made no later than the expiry of this period.
  • After the minimum shelf life has expired, it is not possible to claim the quality of the goods.
  • Claims can be made for: packaging defects (damaged packaging upon delivery), defects in the goods apparent upon receipt (dirty goods, foreign objects), defects found during proper storage in accordance with the instructions on the packaging (taste defect, non-standard smell, mold).
  • Claims cannot be made for: subjective taste preferences, changes in taste or color caused by improper storage after receipt (exposure to heat, humidity, light), consumed part of the goods.

4. Time Limit for Exercising Rights from Defective Performance

For food products, rights from defective performance are exercised by the minimum shelf life date stated on the packaging, but no later than without undue delay after the defect is discovered. For non-food products (e.g., preparation accessories), the buyer is entitled to exercise the right from a defect that appears in consumer goods within twenty-four months of receipt.

5. Complaint Procedure

The buyer is obliged to file a complaint with the seller without undue delay after discovering the defect. A complaint can be filed in one of the following ways:

  1. By email to ahoj@thematchakoncept.cz with the subject "Complaint" and stating the order number, description of the defect, and photographic documentation, if possible.
  2. By mail to the address of the establishment: Matchology s.r.o., Liliová 247/10, 110 00 Prague - together with the claimed goods and a copy of the proof of purchase.
  3. In person at the establishment Liliová 247/10, 110 00 Prague, during opening hours.

When filing a complaint, the seller recommends stating:

  • buyer's first and last name,
  • contact information (email, phone),
  • order number,
  • identification of the claimed goods,
  • description of the defect and circumstances under which the defect was discovered,
  • preferred method of handling the complaint.

6. Complaint Handling

The seller will decide on the complaint immediately, in more complex cases within three working days. This period does not include the time required for expert assessment of the defect.

Complaints, including the removal of defects, must be handled without undue delay, no later than within 30 days from the date of filing the complaint, unless the seller and the buyer agree on a longer period.

The buyer will be informed of the resolution of the complaint by email or phone. The buyer will receive a written confirmation of when the complaint was filed, what the content of the complaint is, and what method of resolving the complaint is requested. Furthermore, confirmation of the date and method of resolving the complaint.

7. Cost of Complaint

If the complaint is recognized as justified, the buyer is entitled to reimbursement of reasonably incurred costs associated with exercising their right. Otherwise, the buyer bears the costs associated with the complaint (e.g., shipping costs when sending the goods).

8. Out-of-Court Dispute Resolution

In the event that an agreement is not reached between the buyer and the seller, the buyer is entitled to contact the Czech Trade Inspection Authority as an entity for out-of-court resolution of consumer disputes. More information: www.coi.cz.

This complaint policy comes into effect on May 1, 2026.