Complaint and Warranty Policy – Vibal Packaging s.r.o.

The Complaint and Warranty Policy of Vibal Packaging defines the procedure for handling defective goods.
Effective from 01.01.2018, this policy sets the conditions for filing complaints and asserting warranty claims. It includes general provisions, warranty periods, complaint conditions, and methods of resolution. Customers are required to familiarize themselves with this policy before making a purchase.

This policy is valid from 01.10.2018 and supersedes all previous complaint policies. It is available at the Seller’s registered office and is also published on the website of Vibal Packaging.

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I. General Provisions

The Complaint and Warranty Policy describes the standard procedure for handling issues related to the delivery of goods that do not meet the guaranteed quality or are otherwise defective, between the Buyer and the Seller, Vibal Packaging, s.r.o.

The Buyer has the option and the right to familiarize themselves with the Complaint and Warranty Policy and the General Terms and Conditions before placing an order. By concluding a purchase agreement and accepting goods from the Seller, the Buyer agrees to this complaint policy and the General Terms and Conditions.

No standard warranty card is issued for goods supplied by Vibal Packaging. Instead, each delivery includes standard delivery and tax documents (sales receipt, invoice, delivery note, etc.) containing all legally required information necessary for claiming a warranty. These documents must be presented when filing a complaint.

The method and basic conditions for handling defective goods and asserting warranty claims comply with the following legislation:

• Act No. 40/1964 Coll., Civil Code (as amended)

• Act No. 634/1992 Coll., Consumer Protection Act, if the Buyer is a final consumer

• Act No. 513/1991 Coll., Commercial Code, if the Buyer is an entrepreneur (natural or legal person)

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II. Warranty Period

II.1. The warranty period starts from the day the Buyer receives the goods and is determined by law:

• 6 months for entrepreneurs

• 24 months for consumers

II.2. The warranty does not cover goods sold at a discount due to damage, used, or incomplete goods. This is indicated on the sales documents.

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III. Warranty Conditions

III.1. Upon delivery, the Buyer must immediately check the condition of the shipment together with the carrier (number of packages, integrity of company tape, box damage) according to the attached transport document. The Buyer is entitled to refuse to accept shipments that do not comply with the purchase agreement (e.g., incomplete or damaged shipments). If such a damaged shipment is accepted from the carrier, the damage must be recorded in the carrier’s delivery report.

III.2. Any incomplete or damaged shipment must be reported immediately by email to vibal@lavicz.cz, a damage report must be completed with the carrier, and the report must be sent without undue delay via fax, email, or post to the Seller. Additional claims for incompleteness or external damage will not be accepted by the Seller in accordance with Article III.1 of this Policy.

III.3. The location for filing a complaint is:
Vibal Packaging s.r.o., V Lužích 818/23, 142 00 Prague – Libuš

III.4. The Buyer may deliver defective goods for complaint in person to the complaint location or via courier service to the address in Article III.3. The goods must be securely packaged to prevent damage during transport. The package should be clearly marked “REKLAMACE” (Complaint) and include:

• The goods being claimed (with all accessories)

• A copy of the purchase document

• A detailed description of the claimed defect

• Sufficient contact details of the Buyer (return address, phone number)

Without this information, identification of the product and the defect is not possible.

III.5. The Buyer must prove the validity of the warranty by presenting the purchase document. If the goods were previously claimed, the complaint document must also be presented. The serial number on the purchase or complaint document must match the serial number on the product (if available).

III.6. The Seller does not guarantee full compatibility of sold components with other components not approved by the Seller’s staff.

III.7. The warranty does not cover defects caused by improper use, unprofessional or inappropriate handling, use, installation, or handling contrary to standard use of the goods.

III.8. The warranty does not cover goods with broken protective seals, informational labels, serial numbers, etc. Seals and serial numbers are part of the product and do not limit the Buyer’s right to use or handle the goods.

III.9. Goods submitted for a complaint will be tested only for the defect indicated by the Buyer (in the complaint form or attached description sheet). A written description of the defect is recommended.

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IV. Method of Complaint Resolution

IV.1. If the defect can be remedied, the goods will be repaired. If repair is not possible and the defect does not prevent normal use, the Seller may agree with the Buyer on a reasonable price reduction. Once a price reduction is applied, this defect cannot be claimed again.

IV.2. If the defect cannot be remedied and prevents proper use, the Seller is entitled to replace the defective goods with goods of the same or similar utility properties or issue a credit note up to the value of the returned goods.

IV.3. After resolving a justified complaint, the warranty period is extended by the duration of the complaint. For unjustified complaints, the warranty period is not extended. If a complaint within the statutory warranty period results in an exchange for new goods, the warranty period starts anew from the date of resolution. Any subsequent complaint for the exchanged goods is considered the first complaint. The complaint duration is calculated from the day following submission to the day of resolution. The Buyer is informed of the resolution by email provided at purchase.

IV.4. After resolving a complaint, the Seller notifies the Buyer of completion by phone, SMS, or email. If the goods were sent via courier, they will be automatically returned to the Buyer’s address. If the Buyer does not receive SMS or email within the statutory 30-day period due to technical reasons, they may pick up the resolved complaint in person at the complaint department by presenting the original receipt.

IV.5. If the claimed goods are not collected within one month from the date the adjustment was to be made (or within one month from notification of completion if delayed), the Seller is entitled to charge a storage fee when handing over the complaint.