Complaints Procedure

Effective from 2 September 2026 · version 1.0 · An integral part of the Terms and Conditions

1. Introductory provisions

1.1 Scope. This Complaints Procedure governs the manner and conditions for exercising rights from defective performance and from the extended guarantee of quality in respect of goods bought in the online store operated by Ingredi Europa s.r.o., registered office Krajánkova 3176/2, 141 00 Praha 4, Company ID 28544668.

1.2 Relation to the Terms. This Complaints Procedure forms an integral part of the Terms and Conditions. Terms used here have the same meaning as in the Terms. In case of conflict, this Complaints Procedure prevails in matters of claims.

1.3 Who it applies to. Articles 3 to 12 apply to a customer who is a consumer. A customer who is an entrepreneur proceeds under Article 13.

1.4 Legislation. Rights from defective performance are governed in particular by Sections 1914 to 1925, 2099 to 2117 and 2161 to 2174b of Act No. 89/2012 Coll., the Civil Code, and by Act No. 634/1992 Coll., on Consumer Protection.

1.5 What a claim is not. A claim concerns defective goods. If you want to return goods without giving a reason within the withdrawal period, that is not a claim — see Returns.

2. Where to make a claim

2.1 Contact details. Use the contacts below. Before you send anything, we recommend writing an e-mail first — it usually speeds things up, and sometimes it turns out the goods need not be sent at all.

3. Conformity on receipt

3.1 Agreed characteristics. We are liable to you for the goods being free of defects on receipt. In particular, we are liable for the goods:

• 3.1.1 conforming to the agreed description, type and quantity as well as quality, functionality, compatibility and other agreed characteristics,
• 3.1.2 being fit for the purpose you require and we agreed to, and
• 3.1.3 being supplied with the agreed accessories and instructions for use, including assembly or installation instructions.

3.2 Usual characteristics. Beyond the agreed characteristics, we are also liable for the goods:

• 3.2.1 being fit for the purpose for which goods of that kind are usually used, having regard to third-party rights, legislation and technical standards,
• 3.2.2 corresponding in quantity, quality and other characteristics, including durability, functionality and safety, to the usual characteristics of goods of the same kind that you can reasonably expect, including in the light of our public statements and advertising,
• 3.2.3 being supplied with the accessories, packaging and instructions you can reasonably expect, and
• 3.2.4 corresponding in quality or design to the sample or model we provided to you before the contract was concluded.

3.3 Express notice of a deviation. Article 3.2 does not apply where we specifically informed you of a particular deviation before the contract was concluded and you expressly agreed to it — typically for goods sold at a reduced price on account of that defect.

4. Time limits

4.1 Period for notifying a defect. You may notify us of a defect that appears within 2 years of receipt. This period is statutory and cannot be shortened or made conditional on registering the goods, keeping the packaging and the like.

4.2 Presumption of a pre-existing defect. If a defect appears within 1 year of receipt, the goods are presumed to have been defective on receipt, unless the nature of the goods or of the defect precludes this. Within that year you therefore do not have to prove that the defect existed at the time of purchase.

4.3 Second-hand goods. For second-hand goods, the period for notifying a defect is 1 year from receipt.

4.4 When to notify. Notify a defect without undue delay after you discover it. Continuing to use defective goods may make the defect worse — we are not liable for deterioration caused this way.

4.5 Running of the period. The time from making a claim until the moment you were obliged to collect the settled goods does not count towards the period under Article 4.1.

5. The RYZVOX extended guarantee of quality

5.1 Scope. Over and above the statutory rights under Articles 3 and 4, we grant a voluntary guarantee of quality for 5 years from the day you receive the goods. We guarantee that during that period the goods will remain fit to serve their usual purpose and will retain their usual characteristics.

5.2 What the guarantee covers. The guarantee covers manufacturing defects and material failures, in particular:

• 5.2.1 stitching that cracks, unravels or tears,
• 5.2.2 defects in zips and their sliders,
• 5.2.3 defects in hardware — buckles, clips, carabiners, loops and rivets,
• 5.2.4 material degradation inconsistent with its usual durability,
• 5.2.5 failure of waterproofing, in particular delamination or cracking of welds.

5.3 What the guarantee does not cover. The guarantee excludes:

• 5.3.1 normal wear and tear corresponding to the manner and duration of use, including colour fading, fabric abrasion at contact points and wear of prints,
• 5.3.2 mechanical damage — cuts, burns, tears, and damage caused by an accident, fall or impact,
• 5.3.3 damage caused by use contrary to the instructions or to the usual purpose of the goods, including loading beyond the stated capacity,
• 5.3.4 damage caused by insufficient or incorrect care, in particular washing, drying or storage contrary to the instructions,
• 5.3.5 damage by chemicals, fuels, solvents, salt, extreme heat or prolonged UV exposure beyond the usual extent,
• 5.3.6 defects arising after an unprofessional repair or modification carried out by anyone other than us or a service centre appointed by us,
• 5.3.7 loss of water resistance caused by soiling, a clogged zip or failure to renew the DWR treatment, where the instructions call for it to be renewed,
• 5.3.8 cosmetic defects that affect neither the functionality nor the durability of the goods,
• 5.3.9 goods used for commercial rental or other bulk commercial use.

5.4 How to invoke the guarantee. Invoke the guarantee in the same way as a claim under Article 8. You need proof of purchase from us; we require no other registration of the goods and no original packaging.

5.5 Relation to statutory rights. This guarantee in no way limits, replaces or conditions your statutory rights from defective performance. For 2 years from receipt, the full statutory regime under Articles 3, 4 and 7 is always available to you regardless of the exclusions in Article 5.3; the guarantee sits on top of it and matters above all between year 2 and year 5. Where both the statutory rights and the guarantee could apply to a defect, the choice is yours.

5.6 How we perform under the guarantee. We remove a defect covered by the guarantee by repair or, where repair is not possible or appropriate, by replacement with new goods. If identical goods are not available when the guarantee is invoked, we will offer replacement goods of comparable characteristics, a reasonable discount, or a refund of the purchase price reduced by the value of the use you have had.

5.7 Guarantee after repair or replacement. Neither repair nor replacement starts a new guarantee period; the guarantee continues to run from the original receipt of the goods.

6. When no rights from defects arise

6.1 Exclusions. We are not liable to you:

• 6.1.1 for wear and tear corresponding to the extent of previous use,
• 6.1.2 for a defect in second-hand goods corresponding to the extent of use or wear the goods had on receipt,
• 6.1.3 for a defect you caused yourself,
• 6.1.4 for a defect we specifically informed you of before the contract was concluded and for which a lower price was agreed,
• 6.1.5 for a defect you knew about at the time of receipt.

7. Your remedies

7.1 Removal of the defect. If the goods are defective, you have the right to have the defect removed free of charge, at your choice either by delivery of new goods free of defects or by repair.

7.2 When we may refuse your choice. We may refuse the chosen method of removal if it is impossible or disproportionately costly compared with the other, having regard in particular to the significance of the defect and the value the goods would have without it. In that case we will remove the defect by the other method.

7.3 Discount or withdrawal. You have the right to a reasonable discount from the purchase price or to withdraw from the contract if:

• 7.3.1 we refuse to remove the defect or fail to remove it within a reasonable time or without significant inconvenience to you,
• 7.3.2 the defect recurs,
• 7.3.3 the defect constitutes a material breach of the contract, or
• 7.3.4 it is clear from our statement or from the circumstances that the defect will not be removed within a reasonable time or without significant inconvenience to you.

7.4 Insignificant defect. You cannot withdraw from the contract if the defect is insignificant; a defect is presumed not to be insignificant. Your right to a reasonable discount is unaffected.

7.5 Refund on withdrawal. If you withdraw from the contract on account of a defect, we will refund the purchase price without undue delay once you return the goods or prove that you have sent them.

7.6 The choice is yours. Which of these remedies you invoke is up to you; once made, the choice cannot be changed without our agreement, except in the cases under Article 7.3.

8. How to make a claim

8.1 Step 1 — get in touch. Write to info@ryzvox.com or call +420 608 663 085. Describe what happened and, if possible, attach photographs of the defect. We will tell you whether the goods need to be sent in and agree the next steps with you.

8.2 Step 2 — ways to make a claim. You may make a claim:

• 8.2.1 by e-mail to info@ryzvox.com,
• 8.2.2 by sending the goods to the address in Article 2, or
• 8.2.3 with a person designated for repair, where such a person is named in the proof of purchase, on the packaging or in the online store.

8.3 Step 3 — sending the goods. Pack the goods so that they are not damaged in transit. Do not send claimed goods cash on delivery — we are not obliged to accept such a parcel.

8.4 Condition of the goods. Hand the goods over in a condition that allows the merits of the claim to be assessed; we are not obliged to accept excessively soiled goods. Include any accessories affected by the defect.

8.5 Moment the claim is made. A claim is deemed made at the moment your notification of the defect reaches us.

9. What a claim must contain

9.1 What to tell us. When making a claim you must:

• 9.1.1 show that the goods were bought from us — an order number, invoice or confirmation e-mail is enough,
• 9.1.2 describe the defect you are claiming and when it appeared, and
• 9.1.3 state how you want the claim to be settled.

9.2 Changing the requested remedy. The requested method of settlement cannot be changed later without our agreement; this does not apply in the cases under Article 7.3.

9.3 Contact details. Please also give us an address and phone number where we can reach you so that we can deliver the settled claim back to you.

10. Settlement of the claim

10.1 Acknowledgement. When you make a claim we will issue a written confirmation of when you exercised the right, what the claim concerns and how you want it settled. We send the confirmation by e-mail.

10.2 Deadline. We will settle the claim, including removal of the defect, without undue delay and no later than 30 days from the day it is made, unless we agree a longer period with you. We will notify you of the outcome within that period.

10.3 Expert assessment. If assessing the defect requires expert evaluation, we will tell you without undue delay. This does not affect the deadline under Article 10.2.

10.4 Proof of settlement. After settling the claim we will issue a confirmation of the date and manner of settlement, including confirmation of any repair and its duration, or written reasons for rejecting the claim.

10.5 Missing the deadline. Failure to meet the deadline under Article 10.2 is deemed a material breach of contract, and you have the right to withdraw from the contract or to claim a reasonable discount.

10.6 Collecting the goods. Where the claim was justified, we will send the goods back at our cost. If you fail to collect the goods even after a repeated request, we may charge the cost of storing them.

11. Reimbursement of costs

11.1 Reasonably incurred costs. Where the claim is justified, you have the right to reimbursement of the necessary costs reasonably incurred in exercising your rights from defective performance — in particular postage for sending the goods to us at the usual rate. Ask us for reimbursement and provide proof of payment.

11.2 Unjustified claim. Where the claim was not justified, you bear the transport costs. We do not charge you for assessing the claim.

12. Rejected claims

12.1 Reasons. If we reject a claim, we will give you the reasons in writing.

12.2 Expert opinion. You do not have to accept our assessment. If an expert opinion shows that the claim was rejected without justification, you are entitled, in addition to your rights from defective performance, to reimbursement of the reasonable costs of obtaining that opinion. A register of court experts is available at www.justice.cz.

12.3 Next steps. If we cannot agree, as a consumer you may use out-of-court dispute resolution under Article 14 or bring the matter before a court.

13. Claims by entrepreneurs

13.1 Different regime. If you are an entrepreneur, your rights from defective performance are governed by Section 2099 et seq. of the Civil Code. Articles 4.1, 4.2, 5, 10.2 and 11 apply to you only if expressly agreed.

13.2 Inspection and notification. You must inspect the goods as soon as possible after receipt and notify a defect without undue delay after you could have discovered it through a timely inspection and sufficient care. A latent defect must be notified without undue delay after it is discovered, and no later than 2 years after the goods were handed over.

14. Out-of-court dispute resolution (ADR)

14.1 Direct agreement first. If you are not satisfied with how your claim was settled, write to info@ryzvox.com. Most situations are resolved directly.

14.2 Body for out-of-court resolution. If a consumer dispute arises between us and a consumer out of a purchase contract or a contract for the provision of services and it cannot be settled by mutual agreement, the consumer may submit a proposal for out-of-court resolution of that dispute to the designated body, which is:

14.3 Deadline for filing. Only a consumer may file, and no later than 1 year from the day they first asserted with us the right that is the subject of the dispute. The proceedings are free of charge for the consumer and are based on finding an agreement; the Czech Trade Inspection Authority has no power to decide the dispute bindingly. The proposal must be accompanied by evidence that the consumer attempted to resolve the dispute with us directly.

14.4 Cross-border disputes. For a dispute with a cross-border element within the European Union, a consumer may also turn to the European Consumer Centre Czech Republic, Gorazdova 1969/24, 120 00 Prague 2, www.evropskyspotrebitel.cz. The European ODR platform ceased operation on 20 July 2025 and can no longer be used.

14.5 Supervision. Compliance with Act No. 634/1992 Coll., on Consumer Protection, is supervised by the Czech Trade Inspection Authority (coi.gov.cz). Using out-of-court dispute resolution is voluntary and does not deprive you of the right to go to court.

15. Final provisions

15.1 Amendments. We may amend or supplement this Complaints Procedure. For exercising rights under a contract, the version effective on the day the contract was concluded always applies.

15.2 Effect. This Complaints Procedure takes effect on 2 September 2026 and supersedes all previous versions.

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