Claim conditions
COMPLAINTS POLICY
1. Seller's Liability
The Seller is liable to the Buyer that the goods are free from defects upon receipt and correspond to the agreed description.
Due to the nature of ARTURE products (natural wood, metal, handmade production), minor variations in grain, color, shade, or natural features (e.g., knots, cracks) are not considered defects, provided that they do not affect the functionality or intended use of the product.
2. Claim Period
The Buyer is entitled to exercise rights from defects that occur within 24 months from receipt of the goods.
If a defect becomes apparent within 12 months of receipt, it is presumed that the defect existed at the time of delivery, unless the nature of the goods or defect indicates otherwise.
For Buyers acting within their business activities (B2B), the liability period is 12 months, unless agreed otherwise.
3. Filing a Complaint
The Buyer shall notify the Seller of the defect without undue delay after its discovery.
Complaints can be submitted via e-mail: eshop@a-n.cz, including:
- description of the defect
- photographic documentation
- contact details
Return address:
ARTURE Art & Nature s.r.o.
U Pískovny 376
344 01 Domažlice
Czech Republic
Here you can print the Complaint Form for your shipment.
4. Rights from Defective Performance
In case of defective goods, the Buyer is entitled to:
- repair of the defect
- replacement of the goods
- a reasonable discount
- withdrawal from the contract (in cases defined by law)
The choice of remedy depends on the nature of the defect and applicable legal regulations.
5. Complaint Resolution
The Seller will decide on the complaint within 3 working days.
The complaint, including defect removal, will be resolved within 30 days, unless a longer period is agreed upon with the Buyer.
6. Costs of Complaint
If the complaint is justified, the Buyer is entitled to reimbursement of reasonably incurred costs, including necessary shipping costs.
7. Final Provisions
This Complaints Policy forms an integral part of the Seller’s Terms and Conditions and is governed by applicable laws of the European Union and the Czech Republic.
Effective date from 27. 3. 2026