This Complaints Procedure governs the manner and conditions of asserting rights arising from defective performance (claims) in respect of goods purchased in the online shop www.zvireci-potreby.cz and in the shop operated by Profi Pet s.r.o., with its registered office at Syrovice 644, 664 67 Syrovice, IČO 29238170 (hereinafter the “Seller”). It forms an integral part of the Terms and Conditions and is governed by Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection, as amended.

1. Liability for defects

The Seller is liable to the Buyer for the goods being free of defects on receipt: they conform to the agreed description, type, quantity, quality and other characteristics, are fit for their usual purpose and are delivered with the accessories and instructions for use that may reasonably be expected.

2. Time limits for notifying a defect

A Buyer who is a consumer may notify a defect that becomes apparent in the goods within two years of receipt. If a defect becomes apparent within one year of receipt, the goods are deemed to have been defective already on receipt, unless the nature of the goods or of the defect precludes this. For goods marked with a use-by or best-before date (in particular food, treats and dietary supplements), a defect may be notified no later than the expiry of that date. A Buyer who is not a consumer shall notify a defect without undue delay after they could have discovered it with due care.

3. Rights arising from defective performance

If the goods are defective, the Buyer may request that the defect be remedied, at their choice either by the delivery of new goods free of defects or by repair, unless the chosen method is impossible or disproportionately costly compared with the other. The Buyer may request a reasonable discount or withdraw from the contract if the Seller has refused to remedy the defect or has failed to remedy it properly and within a reasonable time, if the defect recurs, if it constitutes a material breach of contract, or if it is evident from the Seller’s statement or from the circumstances that the defect will not be remedied within a reasonable time or without considerable inconvenience to the Buyer. The Buyer may not withdraw from the contract if the defect is minor.

4. Making a claim

A claim may be made by email to obchod@zvireci-potreby.cz, by telephone on +420 510 510 852, by sending the goods to Profi Pet s.r.o., Znojemská 1155, 691 23 Pohořelice, or in person at the shop at OC Kalinka, Dlouhá 577/3, 625 00 Brno-Bohunice. The Buyer shall state the order number or otherwise prove the purchase, describe the defect and indicate what remedy they are requesting. The Seller does not accept cash-on-delivery consignments. The Seller shall issue a Buyer who is a consumer with written confirmation of when the claim was made, what it concerns, what method of settlement is requested and the Buyer’s contact details.

5. Settlement of a claim

A claim, including the remedying of the defect, must be settled and a Buyer who is a consumer informed of this no later than 30 days from the date the claim was made, unless the Seller and the Buyer agree on a longer period. If this period expires without result, the Buyer may withdraw from the contract or request a reasonable discount. The Seller shall issue the Buyer with confirmation of the date and method of settlement of the claim, including confirmation that a repair was carried out and of its duration, or, as the case may be, written reasons for rejecting the claim. The Seller refunds money in the same way the Buyer paid, or to a bank account provided by the Buyer.

6. Costs of a claim

If the claim is justified, the Buyer is entitled to reimbursement of the costs reasonably incurred in making the claim, in particular postage. Reimbursement must be requested without undue delay, and no later than one month after the expiry of the period for notifying the defect.

7. When rights arising from defective performance cannot be asserted

Rights arising from defective performance do not cover, in particular, wear and tear caused by normal use, defects caused by improper use, maintenance, storage or interference by the Buyer, in the case of goods sold at a lower price the defect for which the lower price was agreed, and in the case of food and dietary supplements defects arising from unsuitable storage after receipt or from use after the use-by date. A characteristic which the Seller specifically brought to the Buyer’s attention before the contract was concluded and which the Buyer expressly accepted is likewise not a defect.

8. Out-of-court settlement of disputes and supervision

The body competent for the out-of-court settlement of consumer disputes arising from a purchase contract is the Czech Trade Inspection Authority (ČOI), Štěpánská 567/15, 120 00 Praha 2, IČO 00020869, www.coi.gov.cz, adr.coi.cz. Supervision of compliance with obligations under the Consumer Protection Act is exercised by the Czech Trade Inspection Authority (ČOI); supervision of animal feed is exercised by the Central Institute for Supervising and Testing in Agriculture (ÚKZÚZ).

This Complaints Procedure takes effect on 7 September 2026 and replaces the previous version.