These Complaint Guidelines stipulate the method and conditions of complaints on defects of goods, purchased through the online shop emischool.com, operated by our Company
E.Mi - International s.r.o., with offices at U božích bojovníků 89/1, 130 00, Prague 3 - Žižkov
ID No.: 24214647
VAT ID No.: CZ24214647
registered in the Registry of Companies, maintained at Municipal Court in Prague, Section C, file 189332
Mailing address: Štefánikova 203/23, 150 00, Prague 5 - Smíchov
For the processing of the complaint we recommend using primarily the mailing address:
Phone number: 773,208 276
Contact e-mail: prague@emischool.com
1. For which defects are we responsible?
As the Seller, we are responsible for the goods being free of defects. It means, that the goods:
The difference in color hues in reality and on electronic imaging equipment is not considered a defect of the goods. If the goods do not match your expectation, if you are the consumer, you have the right to withdraw from the contract within 14 days from the reception of the goods in compliance with Article 5 of the General Terms and Conditions.
Should the defect demonstrate itself within six months from its reception, it is considered the goods were defective upon its reception.
We guarantee to the consumers, that the defects will not demonstrate themselves in the guarantee period. If you are not a consumer, you are not provided with a guarantee of quality. Article 2 applies only to a consumer.
2. How long is the guarantee period?
The guarantee for unused goods is twenty-four months from their reception unless a longer guarantee period is specified on the web portal or in the documents attached to the goods.
In case a date of minimal shelf life is provided on the goods, the guarantee period lasts until such date.
3. What are your rights from the faulty performance?
In case a defect of the goods demonstrates itself during the guarantee period, which prevents the product from being properly used, and the defect cannot be removed, you are entitled to its repair free of charge.
In case of a removable defect on an unused product, you can instead of the repair require replacement of the defective product or a perfect product, or an adequate discount of the purchase price.
In case of a defect, which cannot be removed and which prevents the goods from being properly used as perfect goods, you are entitled to a replacement of goods, to an adequate discount of the purchase price or you are entitled to withdraw from the purchase contract.
You are also entitled to a reasonable discount in case we are not able to deliver a new product free of defect, replace its part of to repair a product, or in case we should fail to ensure remedy in an adequate period of time or should the remedy cause you significant difficulties.
You are not entitled to withdraw from the contract or to request delivery of a new product if you are unable to return the goods in the condition in which you received them (except in cases specified in the provisions of Article 2110 CC).
4. When does the right from faulty performance not apply?
The rights from faulty performance do not apply, if:
The guarantee and the entitlements from responsibility for defects also do not apply to:
In case of things sold for a discounted price, we are not responsible for defects, for which the price has been discounted.
We are not responsible for physical injury of persons, or for damages of property and goods, which were caused by unauthorized handling or misuse of the goods, or by negligence eventually.
5. How to proceed with the complaint?
Apply the complaint with our Company (or an entity, which is on the web portal designated as a person authorized for repair) without unnecessary delay from the detection of the defect.
The complaint can be applied as follows:
- for faster processing, you can inform us about the complaint in advance by phone, e-mail of in writing.
- for the fastest possible processing of a claim we recommend sending the claimed goods (other than COD, which we do not accept) to our mailing address (or to the address of a person authorized for repair). You can also send the goods to the address of our registered office or any of our business premises.
Pack the goods for shipping into appropriate packaging to prevent any damage or destruction.
The document of purchase or invoice, if issued, or another document of purchase should be attached to the goods together with a description of the defect and a suggestion of a method of solution of the claim. Failure to present any of the above-mentioned documents does not prevent the positive processing of the claim in compliance with legal terms.
The time of application of a claim is the time when we were notified about the defect, and the right from the responsibility for defects of a sold item has been executed.
We process delivered complaints without unnecessary delay, within 30 days from the day of the application of a complaint, unless agreed otherwise. We will issue a written confirmation about the application and resolution of your complaint.
In case of a disputable complaint, we will decide about its acceptance within three business days from the day of its application.
These Complaint Guidelines are valid and effective from 23.07.2015.
Returns Process
The Buyer has the right to refuse the Goods at any time before its transfer, and after the transfer of the goods - within seven days. Return of the Goods must be in good condition is possible if its presentation, consumer properties, as well as a document confirming the fact and conditions of purchase of the specified Goods are preserved.
Frequently Asked Questions
You may return most new, unopened items sold and fulfilled by EMi within 14 days of delivery for a full refund.
Usually in about 2-3 weeks. Most refunds are fully refunded within 7 days after we receive and process your return.
Does EMi offer replacements and exchanges?
In the case of replacement, we don’t do replacements and exchanges. If you received a damaged or defective item, you should provide us images of the damaged product and we will refund the amount for the product, or prepare a discount coupon for that amount to your next order.
How can I claim the goods?
It's easy just step by step instruction
1. You can easily claim the goods online, by contacting us at this email – post@emischool.com
2. Prepare the goods and pack them securely
3. Attach a cover letter describing the reason for the return, a copy of the proof of purchase, and your return address. In case of payment by bank transfer/Credit or Debit Card, we also need your bank account number (IBAN) in case of a refund.
4. Send us the tracking number or shipping confirmation of the order.
5. After our quality department receive the package, a refund will be provided to your bank or PayPal account within 1/3 business days. (The refund amount does not include the shipping cost)
6. Hand over the goods to the transport company and send them to the address:
E.Mi - International s.r.o.
ul. Dělostřelecká 371
261 01 Příbram
Czech Republic
