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Complaints Procedure

Quick links for buyers:

You can resolve all types of complaints quickly online via the Merchandise  Returns in your customer account. We will arrange the transport of returned goods to us (return label) via the Zásilkovna service - just contact us by phone or email.

1. Introductory Provisions

1.1 The company DREAM ENTERTAINMENT s.r.o., ID number: 25656945, with registered office at Jahodová 2702/127, 1060 00 Prague 10, Czech Republic, identification number: 25656945, registered in the commercial register kept at the Municipal Court in Prague, section C, entry 58656 (hereinafter as " The Seller") issues, in accordance with the relevant legal regulations, these Complaints Rules for the online store TitanMen.cz at the Internet address www.TitanMen.cz, www.TitanMen.eu, www.TitanMenShop.com ("Website").

1.2. These Complaints Rules describe the principles and principles applied when complaining about goods purchased by the Buyer from the Seller when the Buyer is a Consumer.

1.3. This Complaints Policy is an integral part of the Seller's General Terms and Conditions (hereinafter referred to as the "GTC"). The buyer is obliged to familiarize himself with the Complaints Procedure and the Seller's General Terms and Conditions before ordering the goods.

1.4. By concluding the purchase contract and taking over the goods from the Seller, the Buyer agrees to these Complaints Regulations.

1.5. The rights and obligations of the Buyer and the Seller regarding claims from defective performance are governed by the relevant generally binding regulations, in particular the provisions of Sections 1914 to 1925, Sections 2099 to 2117 and Sections 2161 to 2174 of the Civil Code.

2. Liability for defects

2.1. The Seller is responsible to the Buyer for the fact that the goods are free of defects at the time of acceptance. In particular, the Seller is responsible to the Buyer for the fact that, at the time the Buyer took over the goods:

2.1.1. the goods have the properties agreed upon by the parties and, in the absence of an agreement, they have the properties described by the seller or manufacturer or expected by the buyer in view of the nature of the goods and on the basis of their advertising.

2.1.2. the goods are suitable for the purpose that the seller states for their use or for which goods of this type are usually used,

2.1.4. is the goods in the corresponding quantity, measure or weight

2.1.5. the goods comply with the requirements of legal regulations.

2.2. If the defect becomes apparent within the first six (6) months from the receipt of the goods, it is considered a defect that already existed at the time of receipt of the item, unless proven otherwise or contrary to the nature of the item.

3. Exclusions from liability for defects

3.1. The Seller's liability for defects does not apply to:

3.1.1. for Goods sold at a lower price for a defect for which a lower price was agreed,

3.1.2. for the wear and tear of the Goods caused by its usual use,

3.1.3. in the case of used Goods, for a defect corresponding to the degree of use or wear and tear the Goods had when taken over by the buyer,

3.1.4. if this results from the nature of the Goods.

3.2. Rights from defective performance also do not belong to the Buyer if the Buyer knew before taking over the Goods that the Goods had a defect, or if the Buyer caused the defect himself, in particular in the following ways:

3.2.1. normal wear and tear of goods,

3.2.2. mechanical damage to the goods,

3.2.3. electrical surge,

3.2.4. using or storing the goods in conditions that do not correspond, for example, to the temperature, humidity and chemical effects of the environment, which is determined by the manufacturer or seller,

3.2.5. unprofessional handling or neglect of the care of the goods,

3.2.6. excessive load or use in violation of the conditions specified by the manufacturer or seller or general principles,

3.2.7. modifications of the goods by the customer, if a defect has arisen as a result of these modifications,

3.2.8. natural elements or force majeure.

4. Method of solution in the event that the Buyer received goods damaged during transport

4.1. When receiving the shipment from the carrier, we recommend the Buyer to check the integrity of the packaging. By accepting the shipment, the Buyer confirms that the shipment was delivered without obvious defects. If the packaging of the shipment is damaged, we recommend that you immediately inform the carrier of this fact, write a report with him and do not accept the shipment. The shipment will be returned by the carrier to the Seller and a new shipment will be sent to the Buyer as soon as possible.

4.2. If the shipment is not visibly damaged, but the goods are damaged after unpacking the shipment, it is necessary to contact the Seller immediately after receipt, at the latest within five (5) working days of receipt of the shipment (by phone, email)

In the complaint, it is necessary to state:

Order Number

list of ordered goods that will be included in the claim

the reason for the complaint, or describe the detected error in your own words

state the method of return delivery of the claimed goods incl. complete accessories to our location DREAM ENTERTAINMENT s.r.o., Žitomírská 265/2, 101 00 Prague 10, Czech Republic

The Seller pays for the return of the claimed goods at his own expense, unless otherwise agreed.

4.3. In this case, we ask the Buyer to meet the deadline for sending the complaint within five (5) working days. Otherwise, the claim may not be recognized by the carrier, and the situation may lead to damage, for which the Seller may demand payment from the Buyer. We recommend that the Buyer keep the shipment complete, including damaged goods, packaging and filling, and take photo to document damages.

4.4. After filling out and sending the claim, the Buyer will receive a confirmation of its receipt by the indicated e-mail. In this case, we will resolve the situation immediately, if necessary, you can contact us every working day on the phone number +420 736 222 666 from 10:00 a.m. to 4:00 p.m. or by e-mail info@titanmen.cz.

5. Method of solution in case the Buyer received an incomplete order or wrongly sent goods

5.1. To resolve a situation where the Buyer received an order where the goods were missing or there was a confusion of goods (type, color, size) or received goods that he did not order, we recommend that the Buyer contact us immediately either by phone or email.

  Complaints by email will facilitate communication with the complaints department, speed up the process of handling the Buyer's request. Please indicate the order number + "Incomplete order / Product replacement" in the subject of the email.

It is necessary to state:

Order Number

list of ordered goods that will be included in the claim

the reason for the complaint, or describe the detected error in your own words

state the method of return delivery of the claimed goods incl. complete accessories to our location DREAM ENTERTAINMENT s.r.o., Žitomírská 265/2, 101 00 Prague 10, Czech Republic

The Seller pays for the return of the claimed goods at his own expense, unless it is agreed that we will send you a "return label" for the Post Office.

We apologize in advance for any possible errors. We try to do our best to avoid mistakes, but unfortunately we are only human and not infallible. All the faster, we will try to solve the problem as soon as possible to the complete satisfaction of the Buyer.

5.2. After filling out and sending the complaint by email, the Buyer will receive a confirmation of its receipt at the indicated email. In this case, we will resolve the situation immediately, if necessary, you can contact us every working day on the phone number +420 736 222 666 from 10:00 a.m. to 4:00 p.m. or by e-mail info@titanmen.cz.

6. Method of exercising the right from defective performance (Complaint)

6.1. To exercise your rights due to product defects, contact us by phone or email without delay

Complaints by email will facilitate communication with the complaints department and speed up the process of processing the Buyer's request. Please include the order number + "Complaint" in the subject line of the email.

It is necessary to state:

Order Number

list of ordered goods – damaged goods that you include in the complaint;

the reason for the complaint, or describe the detected defect in your own words

state the method of return delivery of the claimed goods incl. complete accessories to our DREAM ENTERTAINMENT s.r.o. location, Žitomírská 265/2, 101 00 Prague 10, phone: 271 742 698

The Seller pays for the return of the claimed goods at his own expense, unless it is agreed that we will send you a "return label" for the Post Office.

6.2. After filling out and sending the form for exercising the right to product defects, the Buyer will receive a confirmation of its receipt from us at the indicated e-mail.

6.3. The buyer can make a claim in person at our DREAM ENTERTAINMENT s.r.o. location, Žitomírská 265/2, 101 00 Prague 10 during business hours Mon – Fri 10:00 a.m. – 4:00 p.m., phone: 271 742 698. Delivery of the claimed product will then be confirmed by sending a claim form protocol.

6.4. The buyer can defective (claimed) goods incl. complete accessories at your own expense to the address of our location DREAM ENTERTAINMENT s.r.o., Žitomírská 265/2, 101 00 Prague 10, Czech Republic, phone: 271 742 698. Before sending any shipment to us, please contact us by phone and tell us your intention. He will attach the Complaint Form, which he will find below, to the package, and which must contain:

defect notification (defect description)

the requested method of handling the complaint

buyer's contact details (return address, email and phone number)

it is advisable to attach a proof of purchase of the goods or a tax document - an invoice, if it was issued, or another document proving the purchase of the goods, or at least the order number must be included with the goods. Failure to submit a document proving the purchase of the goods does not prevent the positive processing of the claim in accordance with the legal conditions, it only serves to speed up the claim process.

The acceptance (delivery) of the claimed product will be subsequently confirmed by sending a claim report.

6.5. Defective (claimed) goods must always be delivered (handover) to the seller for the purpose of assessment and removal of the defect, unless a different procedure is specified or agreed upon, in suitable packaging and securely packed. If the buyer no longer has the original packaging, he will pack the goods appropriately so that they cannot be damaged during transport. Goods damaged during transport due to the choice of unsuitable packaging cannot be exchanged or a refund can be requested for such goods. The buyer will send the shipment by registered mail, not by cash on delivery.

6.6. The seller has the right to refuse to accept the goods for a claim if the goods are dirty or do not meet the basic hygiene requirements.

6.7. The goods handed over for a claim will be tested only for the defect indicated by the buyer.

7. Deadlines for claiming and handling complaints

7.1. All goods sold are subject to a legal warranty period of twenty-four (24) months, unless otherwise stated. The warranty period begins on the day the buyer receives the goods.

7.2. The buyer shall exercise (claim) his rights from defective performance without undue delay after discovering that the goods are defective. The seller is not responsible for increasing the extent of damage if the buyer uses the goods, although he knows about the defect.

7.3. If the buyer makes a valid complaint about the goods, the period for complaints does not run for the period during which the goods are being repaired, and the buyer cannot use them.

7.4. In accordance with the Civil Code, the Seller undertakes to handle the claim, including the removal of the defect, without undue delay, no later than thirty (30) calendar days from the date of receipt of the written claim.

7.5. The seller is obliged to decide on the complaint without delay, but no later than within three (3) working days. This period does not include the time required for a professional assessment of the defect (e.g. consultation with the manufacturer or supplier). This period can be extended based on an agreement between the seller and the buyer.

8. Method of processing the complaint

8.1. In the event that the Goods do not have the properties specified in Article 2.1., the Buyer has the right to:

8.1.1. for free repair;

8.1.2. for the delivery of a new thing or the replacement of its part, if the defect concerns only its part. This right can only be used if, given the nature of the defect, it is an adequate solution to the complaint (e.g. if it is an irreparable defect). The Buyer also has this right if a removable defect has occurred repeatedly after repair (at least the third (3) complaint for the same defect or the fourth (4) for different defects), or if the goods have a larger number of defects (at least three (3 ) defects at the same time) for which the item cannot be properly used;

8.1.3. to withdraw from the Purchase Agreement. This right can only be exercised if it is not possible to repair the thing, or to supply a new one or, if necessary, to replace its part. Furthermore, it is possible to use this right even if the goods have a large number of defects, or they cannot be properly used due to the repeated occurrence of the defect after repair;

8.1.4. at a reasonable discount from the Purchase Price. This right can be used if the Buyer does not exercise any of the rights from defective performance listed in articles 2.1.1. and 2.1.2., although he is entitled to it, as well as in the event that the Seller cannot fulfill or does not fulfill his obligations arising from rights from defective performance.

8.2. The Buyer has the obligation to inform the Seller of the right he has chosen from defective performance, when notifying the defect (by sending a complaint form by email) or without undue delay after the defect has been notified. The choice made cannot be changed by the Buyer without the consent of the Seller; this does not apply if the Buyer requests repair of a defect that turns out to be irreparable. If the Seller does not remove the defects within a reasonable period of time or if he informs the Buyer that he will not remove the defects, the Buyer may demand a reasonable discount from the purchase price instead of removing the defect, or may withdraw from the contract.

9. Termination of complaint

9.1. After handling the complaint, the Buyer will be notified of the termination of the complaint via email.

9.2. The buyer is obliged to take over the claimed goods within 30 days from the date on which the claim should have been settled at the latest, after which time the seller is entitled to charge a reasonable storage fee or to sell the goods himself at the buyer's expense. The seller must inform the buyer about this procedure in advance and provide him with a reasonable additional period to take over the goods.

9.3. If the claimed goods were sent to the Seller for a claim by the carrier, they will be automatically sent to the Buyer's address after it has been processed, together with a confirmation of the date and method of processing the claim, including a confirmation of the implementation of the remedy and the duration of the claim, or the justification for the rejection of the claim.

9.4. In the event that the complaint is recognized as justified and the Buyer legitimately requests a refund of the purchase price as a way of handling the complaint, the Seller will send the purchase price paid in cash back to the Buyer to the bank account specified by the Buyer in the complaint form, within ten (10) working days at the latest from the day on which the Buyer was sent a confirmation of the method of settlement of the claim.

9.5. In the case of personal acceptance of the goods after handling the claim, the Buyer is obliged to present the document on the basis of which the item was accepted for the claim, and must prove his identity with an ID card or passport.

9.6. The buyer has the right to reimbursement of necessary costs incurred in connection with the complaint. In particular, this concerns the postage that was paid by the buyer when sending the defective (claimed) goods. However, the following conditions must be met.

the claim will be justified,

the costs associated with sending the goods will be reasonable in relation to the nature of the goods

the buyer documents the amount of costs (e.g. by sending a copy of the receipt for postage).

9.7. If the complaint is resolved by exchanging the goods, a new period for exercising rights from defective performance does not run, but the term of the claimed goods continues to run.

10. Final Provision

10.1. In the event that the Seller rejects the claim as unjustified, the Buyer, or by agreement with the Seller, both parties, may turn to a forensic expert in the field and request the processing of an independent professional assessment of the defect.

10.2. If no agreement is reached between the Buyer and the Seller, the Buyer may turn to the Czech Trade Inspection (www.coi.cz), which is a notified entity for the out-of-court settlement of consumer disputes on the list of the European Commission, or to the relevant court for possible out-of-court settlement of consumer disputes .

10.3. In the event of an unjustified complaint, the Buyer is not entitled to compensation for his costs associated with handling the complaint, and at the same time, neither is the Seller entitled to compensation for costs incurred on his part (unless the consumer has, for example, made a repeated unfounded complaint, which can already be imported, that it was an abuse of rights on his part).

10.4. Contact details of the seller: address for delivery: DREAM ENTERTAINMENT s.r.o., Žitomírská 265/2, 101 00 Prague 10, Czech Republic, e-mail info@titanmen.cz or telephone 736 222 666, Mon – Fri 10:00 a.m. – 4:00 p.m.

10.5. These Complaints Regulations are valid from 01.01.2023 and cancel the validity of previous complaints regulations.