Complaints Policy

COMPLAINTS POLICY

commercial company
MICRO PRAHA EVENTS s.r.o.
with its registered office at Spálená 87/11, Nové Město, 110 00 Prague 1
identification number: 19275340
registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, Entry 384034

containing information for the customer (hereinafter referred to as the "Buyer") when making a complaint about goods purchased through the online store located at www.infinitywatches.cz (hereinafter referred to as the "Seller")

1. buyer's rights

   • 1.1 Pursuant to the provisions of Section 1923 of Act No. 89/2012 Coll., Civil Code (hereinafter referred to as the "Civil Code"), if a defect is remediable, the Buyer may demand either repair or completion of what is missing, or a reasonable discount from the price. If the defect cannot be removed and the item cannot be used properly due to it, the Buyer may either withdraw from the contract or demand a reasonable discount from the price.
   • 1.2 Anyone who has the right under Section 1923 of the Civil Code is also entitled to reimbursement of costs purposefully incurred in asserting this right. However, if the right to compensation is not asserted within one month after the expiry of the period in which the defect must be pointed out, the court will not grant the right if the Seller objects that the right to compensation was not asserted in time.
   • 1.3 The Buyer shall inform the Seller of the right chosen when notifying of the defect, or without undue delay after notifying of the defect. The Buyer cannot change the choice made without the Seller's consent; this does not apply if the Buyer requested a repair of a defect that proves to be irreparable. If the Seller does not remove the defects within a reasonable period or informs the Buyer that the defects will not be removed, the Buyer may demand a reasonable discount from the purchase price instead of removing the defect, or may withdraw from the contract.
   • 1.4 If the item has defects, the Buyer may also demand the delivery of a new item without defects, unless this is disproportionate to the nature of the defect, but if the defect concerns only a part of the item, the Buyer may demand only the replacement of the part; if this is not possible, the Buyer may withdraw from the contract. However, if this is disproportionate to the nature of the defect, especially if the defect can be removed without undue delay, the Buyer has the right to free removal of the defect. The Buyer also has the right to the delivery of a new item, or the replacement of a part, even in the case of a remediable defect, if the item cannot be properly used due to repeated occurrence of the defect after repair or due to a greater number of defects. In such a case, the Buyer also has the right to withdraw from the contract.
   • 1.5 The Buyer has the right to have their duly asserted complaint processed within the statutory period, i.e., within 30 days from the date of asserting the complaint, unless the Seller and the Buyer agree otherwise.

2. buyer's obligations

   • 2.1 The Buyer is obliged, in their own interest, to thoroughly inspect the delivered goods before acceptance and, if any optical defects are found, to immediately inform the carrier who delivered the goods or the seller who sold the goods. In the event of a later complaint during the warranty period, the buyer may inform the seller by sending an email message to shop@infinitywatches.cz and/or contact the authorized service center listed in the warranty card directly.

3. warranty conditions

   • 3.1 The warranty period begins on the day the buyer takes over the goods, i.e., the date specified on the warranty card. The statutory warranty period is generally 24 months. The Seller may extend this statutory period. For used goods or consignment goods, the period for asserting rights from defects is reduced to twelve months. The length of the warranty period is always indicated on the warranty card. If a defect manifests itself within six months of acceptance, the item is presumed to have been defective already at the time of acceptance.
   • 3.2 The right to claim warranty does not apply to: (i) damage caused by mechanical damage to the goods; and/or (ii) damage caused by using the goods in conditions whose parameters do not correspond to the parameters specified in the documentation; and/or (iii) damage caused by unprofessional handling, operation, or neglect of care for the goods; and/or (iv) for items sold at a lower price for a defect for which a lower price was agreed and/or (v) for wear and tear of the item caused by its usual use; and/or (vi) for used items for a defect corresponding to the degree of use or wear and tear that the item had at the time of acceptance by the buyer; and/or (vii) if it follows from the nature of the item.

In Prague, 1 October 2025