Complaint procedure

1. The Seller is responsible for ensuring that the goods are free from defects at the time of their receipt by the Consumer and subsequently for a period of 24 months, i.e., during the legally established warranty period. The Seller is particularly responsible for ensuring that the goods have the quality and properties agreed upon by the Contracting Parties at the time of their receipt by the Consumer and subsequently for 24 months, or, if such an agreement is missing, the quality and properties described by the Seller or expected by the Consumer given the nature of the goods and based on the Seller's advertising, that the goods are suitable for the purpose stated by the Seller for their use or for the usual purpose for goods of the same kind, that the goods are in the appropriate quantity, measure, or weight, and that they comply with legal requirements.

2. The Consumer is entitled to exercise claims for defects in the goods within twenty-four months from the receipt of the goods.

3. The Consumer is recommended to inspect the goods immediately after receipt and to check their quality, properties, and quantity.

4. If the goods do not have the properties specified in paragraph 1, and the defect can be remedied, the Consumer has the right to have it remedied free of charge, promptly, and properly. The Seller is obliged to remedy the defect without undue delay. The Consumer may, instead of having the defect remedied, also request the replacement of the goods, or if the defect concerns only a part of the goods, the replacement of the part, provided that this does not incur unreasonable costs for the Seller given the price of the goods or the severity of the defect. The Seller may always replace the defective goods with defect-free goods instead of remedying the defect, provided that this does not cause significant inconvenience to the Consumer.

5. If the defect cannot be remedied and prevents the goods from being properly used as defect-free goods, the Consumer has the right to exchange the goods or withdraw from the Contract. The same rights apply to the Consumer if there are removable defects, but the Consumer cannot properly use the goods due to repeated occurrence of the defect after repair or due to a greater number of defects.

6. If the Consumer does not exercise the right to delivery of new defect-free goods, replacement of its part, or repair of the goods, nor withdraw from the Contract, they may request a reasonable discount. The Consumer is also entitled to a reasonable discount in the case of an irremovable defect.

7. If goods sold at a lower price or used goods have a defect for which the Seller is responsible, the Consumer is entitled to a reasonable discount on the price of the goods instead of the right to exchange the goods.

8. The Consumer can exercise claims for defects with the Seller

8.1 by notifying the complaint via email to the email address info@namaximum.com and subsequently sending the complaint or personally delivering the complaint and defective goods to the Seller at the address of its headquarters, personally delivering the complaint and defective goods to any of the Seller's stores, or sending the complaint to the email address info@namaximum.com. Together with a description of the defect, the Consumer will notify the Seller of the claim chosen. The Consumer is not entitled to change their choice without the Seller's consent. This does not apply if the Consumer requested the repair of a defect that turns out to be irremovable.

8.2 by notifying the complaint via email to the email address info@namaximum.com and subsequently sending the complaint or personally delivering the complaint and defective goods to the Seller's partner, RJ Trading, s.r.o., Božčická 13/5, 09413 Dlhé Klčovo. Together with a description of the defect, the Consumer will notify the Seller of the claim chosen. The Consumer is not entitled to change their choice without the Seller's consent. This does not apply if the Consumer requested the repair of a defect that turns out to be irremovable. If the Consumer uses this option for the complaint, by delivering or sending the complaint to the Seller's partner, the Consumer agrees that this partner will take over the Seller's obligation to handle the complaint and the defective goods.

9. Goods delivered for complaint should be clean for hygienic reasons; otherwise, the Seller may justifiably reject the complaint.

10. Instead of a warranty card, the Seller issues a proof of purchase.

11. Upon the Consumer's request, the Seller will issue a written confirmation of the obligations from defective performance to the extent specified by law.

12. The Seller will confirm in writing to the Consumer when the claim was made, the repair performed, and its duration, what the complaint was about, and the method of handling the complaint requested by the Consumer. Upon handling the complaint, the Seller will confirm in writing the date and method of handling the complaint, or issue a confirmation of the repair performed and its duration, or a written justification for rejecting the complaint.

13. The Seller will decide on the complaint immediately, in complicated cases within 3 days, and if the assessment of the defect requires a technical evaluation of the condition of the goods, no later than 30 days from the date of the complaint, unless the Seller and the Consumer agree on a longer period.

14. The Seller will reimburse the Consumer for the costs of delivering the defective goods to the Seller if the complaint is found to be justified.

15. If the complaint is resolved by delivering new goods, the ownership of the defective goods is transferred to the Seller at the moment of delivery of the new goods to the Consumer. If the complaint is resolved by providing a reasonable discount to the Consumer or the Consumer withdraws from the Contract, the Seller will return the corresponding funds to the Consumer by transfer to the Consumer's bank account or to the bank account provided by the Consumer to the Seller. If this method is not possible, the funds will be returned to the Consumer by postal order sent to the Consumer's address. Exceptions can be negotiated with the Seller's customer support in justified cases.

16. No claims arising from liability for defects can be made for gifts and other free services provided completely free of charge. The Seller is not responsible for defects for which a lower price of the goods was agreed upon between the Contracting Parties.