This complaints procedure governs the Buyer's rights arising from the Seller's liability for defects in goods purchased in the online store www.rocio.cz, the manner of exercising these rights and handling complaints, as well as other related rights (the "complaints procedure"). This complaints procedure is an integral part of the Terms and Conditions of the entrepreneur, the natural person Ing. Jiří Močidlan, Company ID (IČO): 23613815, registered office at Malá Strana 19, Zbyslavice, 742 83, for the online store on the website www.rocio.cz, and of the purchase agreement concluded between the Seller and the Buyer.

The rights and obligations of the contracting parties regarding the Seller's liability for defects in goods are governed by the relevant generally binding regulations of the Czech Republic (in particular the provisions of the Civil Code).

The Seller is liable to the Buyer for delivering the goods sold in the ordered quantity, quality, and design. If the goods do not have the properties stated in the previous sentence, the item is defective. The delivery of a different item is also considered a defect.

The Seller is liable to the Buyer that, at the time the Buyer took over the goods:

• a) the goods have the properties specified on the website of the Seller's store;
• b) the goods are suitable for the purpose that the Seller states for their use on the website;
• c) the goods comply with the requirements of legal regulations.

The Seller is liable for defects in the goods existing at the time the goods are taken over by the Buyer, even if they become apparent later. If a defect appears within six (6) months of receipt, the goods are deemed to have been defective already upon receipt.

The Buyer is entitled to exercise a right arising from a defect in the goods within the meaning of Art. II of the complaints procedure, which occurs in the goods within twenty-four (24) months of taking over the goods.

The Buyer shall inspect the purchased goods as soon as possible after their delivery and ascertain their properties and quantity.

The Buyer is obliged to notify the Seller of any defects without undue delay, i.e., no later than within ten (10) working days after they could have discovered them upon a timely inspection and with sufficient care. In the case of hidden defects, without undue delay, i.e., within ten (10) working days after they could have discovered them with sufficient care, but no later than within twenty-four (24) months of the date of taking over the goods. If the Buyer does not notify the defect in the goods in time, within the time limits under Art. III(3) of the complaints procedure, the Buyer:

• a) loses the right to withdraw from the purchase agreement;
• b) will not be awarded the right arising from defective performance by the court if the Seller objects.

Upon receipt, the Buyer has the obligation to check whether damage occurred during transport. In the event that the Buyer is delivered a shipment in which visible damage occurred during transport, the Buyer is obliged to properly check the shipment and, upon discovering damage to the shipment, to immediately draw up a damage report with the courier. A later complaint about damage to the goods cannot be taken into account. By signing upon receipt of the shipment, the recipient confirms that they received the shipment undamaged. In such a case, the Buyer has the obligation to take over the shipment "with a reservation," i.e., to add a note stating "received with a reservation" to the document confirming receipt to the courier. Likewise, upon request, you may unpack the parcel in front of the carrier and check your goods. In the event of damage to the goods, the Buyer is not obliged to return the goods to the courier. In the event of damage to the goods during transport, the Buyer is obliged to send the Seller a written complaint within 2 days of receipt of the goods.

If, after unpacking the shipment, the Buyer discovers damage to the goods, they shall inform the Seller of this fact immediately, but no later than within 2 days of the date of receipt of the shipment. A later report cannot be taken into account. For the successful handling of a complaint, it is necessary to:

• a) report a description, and
• b) send to the Seller's email address complete photo documentation (the box from the outside, the box with its full stored contents, the shipment's cushioning, if any, the empty box in the case where it is, for example, soaked through, the damaged goods, and anything the Buyer deems necessary). The Buyer shall not keep the damaged goods, packaging, or cushioning; in the event of uncertainties, the Seller may ask the Buyer to send the damaged shipment, including the packaging, back, at the Seller's expense.

The Buyer shall report damage to a shipment during transport to the email address: reconnect@rocio.cz.

If, in order to assess the merits of the complaint, it is necessary to inspect the goods, the Seller shall ask the Buyer to send the damaged goods back; the Buyer has the obligation to return the goods within five (5) working days. The Seller may ask the Buyer to send photo documentation of the defect of the damaged shipment; the Buyer has the obligation to send this photo documentation to the Seller within five (5) working days. Until the Buyer returns the goods to the Seller for inspection or sends photo documentation of the defect, the time limits for the fulfilment of the Seller's obligations do not run.

The Seller has the obligation to examine the complaint, assess whether it is justified, and conclude it no later than within five (5) working days of the date of receipt of the written complaint or, if it is necessary to inspect the goods, within five (5) days of the date on which the Seller receives the complaint and the goods back, or, if it is necessary to determine the defect from photo documentation, within five (5) working days of the date of delivery of the notification and photo documentation of the defect.

If the complaint is assessed as justified, the goods will be replaced and sent back to the Buyer without undue delay, no later than within three (3) working days of the date on which the Seller concludes the complaint and decides on the replacement of the damaged goods. The costs of replacing the damaged goods are borne by the Seller.

The Buyer shall notify the Seller of defects in the goods and may exercise a specific right arising from defective performance under the relevant provisions of the complaints procedure (the "notification"). In the notification, the Buyer:

• a) identifies the discovered defect or precisely describes how the defect manifests itself, and, where applicable, attaches photo documentation of the defect in the goods;
• b) may state which right arising from defective performance they are exercising against the Seller;
• c) attaches photo documentation of the defect in the goods.

The Buyer may use the notification form, if it is published on the website.

The Buyer may also exercise a right arising from a defect in the goods additionally, by a separate notification, no later than within three (3) working days after the delivery of a defect notification that did not include the choice of the relevant right arising from defective performance.