Complaints and returns

PANDORA TRAVEL S.R.O. COMPLAINTS PROCEDURE

  1. GENERAL PROVISIONS
    1. The following Complaints Procedure of Pandora Travel s.r.o., with its registered office at Žerotínova 1739/66, Žižkov, 130 00 Prague 3, Company Registration Number: 243 09 141, registered in the Commercial Register maintained by the Municipal Court in Prague, file number C 195326 (“the Seller”) governs the basic mutual rights and obligations of the Buyer in connection with the exercise of rights arising from defective performance or the quality guarantee (complaints) when concluding Purchase Agreements by means of distance communication, in particular via the online shop interface at https://store.oktagonmma.com/.
    2. This Complaints Procedure forms an integral part of the Seller’s Terms and Conditions (“Terms and Conditions”) and, unless otherwise stated in this document, the terms used herein have the same meaning as in the Terms and Conditions. Rights and obligations not governed by this Complaints Procedure or the Terms and Conditions shall be governed by the applicable laws of the Czech Republic. The Buyer is obliged to familiarise themselves with this Complaints Procedure and the Terms and Conditions before ordering goods.
  2. RIGHTS ARISING FROM DEFECTIVE PERFORMANCE AND QUALITY GUARANTEE
    1. Where the Buyer is a consumer, they may assert a defect that becomes apparent in the goods within two (2) years from receipt, unless otherwise agreed; if the Buyer has rightfully asserted a defect against the Seller, the period referred to in the preceding sentence shall be suspended for the period during which the Buyer cannot use the item. The Seller shall be liable to the Buyer for ensuring that the Goods are free from defects upon receipt. In particular, the Seller shall be liable to the Buyer that, at the time of receipt:
      1. the goods correspond to the agreed description, type and quantity, as well as to the agreed quality, functionality, compatibility and other agreed characteristics;
      2. the goods are fit for the purpose for which the Buyer requires them and to which the Seller has agreed; and
      3. the goods are delivered with the agreed accessories and instructions for use.
    2. Unless the Seller specifically informs the Buyer, prior to the conclusion of the Purchase Agreement, that a particular characteristic of the goods differs, and the Buyer does not give their express consent to this, the Seller shall be liable to the Buyer, in addition to the agreed characteristics within the meaning of Article 2.1, to ensure that the goods:
      1. are fit for the purpose for which goods of this kind are normally used, taking into account the rights of third parties, legislation, technical standards or codes of conduct applicable to the sector in question, where no technical standards exist;
      2. in terms of quantity, quality and other characteristics, including durability, functionality, compatibility and safety, correspond to the characteristics usually associated with goods of the same kind which the Buyer may reasonably expect, taking into account any public statements made by the Seller or another person in the Seller’s contractual chain, in particular through advertising or labelling. The Seller shall not be bound by a public statement as referred to in the preceding sentence if the Seller proves that they were not aware of such a statement, or that at the time the contract of sale was concluded it had been amended in a manner at least comparable to that in which it had been made, or that it could not have influenced the decision to purchase;
      3. are supplied with accessories, including packaging and any other instructions for use that the Buyer may reasonably expect; and
      4. correspond in quality or design to the sample or model provided by the Seller to the Buyer prior to the conclusion of the Purchase Agreement.
    3. If a defect in the goods becomes apparent within one (1) year of receipt, the goods shall be deemed to have been defective at the time of receipt, unless the nature of the goods precludes this; this period shall be suspended for as long as the Buyer is unable to use the goods, provided that the Buyer has reported the defect justifiably.
    4. If, at the time of concluding the Purchase Agreement, the Buyer is acting in the course of their business activity (or if the Buyer is not a consumer), the time limit for exercising rights arising from defective performance in respect of the goods is 12 months.
    5. If the Purchase Agreement, warranty certificate (Terms and Conditions), advertising material or product packaging specify different warranty periods, the longest of these shall apply.
    6. The Buyer shall not be entitled to rights arising from defective performance if they caused the defect themselves.
    7. A defect in an item does not include wear and tear caused by its normal use, or, in the case of a second-hand item or a collector’s item (Memorabilia), wear and tear commensurate with the extent of its previous use.
    8. If the goods are defective, the Buyer may demand that the defect be remedied. At their discretion, they may request the supply of a new item free from defects or the repair of the item, unless the chosen method of remedying the defect is impossible or disproportionately costly compared to the other; this shall be assessed in particular with regard to the significance of the defect, the value the item would have had in the absence of the defect, and whether the defect can be remedied by the other method without significant inconvenience to the Buyer.
    9. The Seller may refuse to remedy the defect if this is impossible or disproportionately costly, in particular having regard to the significance of the defect and the value that the thing would have had in the absence of the defect.
    10. The Seller shall remedy the defect within a reasonable time after it has been reported, in such a way as not to cause the Buyer significant inconvenience, taking into account the nature of the item and the purpose for which the Buyer purchased it.
    11. In order to remedy the defect, the Seller shall collect the item at their own expense. If this requires the dismantling of an item which had been installed in accordance with its nature and purpose before the defect became apparent, the Seller shall dismantle the defective item and install the repaired or new item, or shall reimburse the costs associated with this.
    12. If the Buyer fails to collect the item within a reasonable period after the Seller has notified them of the possibility of collecting it following repair, the Seller is entitled to a fee for storage; unless the parties agree on the amount of such fee, the customary amount shall be deemed to have been agreed.
    13. The Buyer may request a reasonable discount or withdraw from the Agreement if:
      1. the Seller refused to remedy the defect or failed to remedy it in accordance with Articles 2.9 and 2.10;
      2. the defect occurs repeatedly;
      3. the defect constitutes a substantial breach of Agreement; or
      4. it is clear from the Seller's statement or from the circumstances that the defect will not be remedied within a reasonable time or without significant inconvenience to the Buyer.
    14. A reasonable discount shall be determined as the difference between the value of the item free from defects and that of the defective item received by the Buyer.
    15. The Buyer may not withdraw from the Agreement if the defect in the goods is minor; the defect is deemed not to be minor.
    16. If the Buyer withdraws from the Purchase Agreement, the Seller shall refund the purchase price to the Buyer without undue delay after receiving the item or after the Buyer has provided evidence that the item has been dispatched; proof of dispatch of the item shall be deemed to be the presentation of a document confirming the dispatch of the consignment (in particular a posting receipt stating the consignment’s tracking number), from which the link to the specific returned consignment is clearly evident. The Seller is entitled to ask the Buyer to provide additional details necessary to identify the returned parcel, in particular the order number, date of dispatch or posting/tracking number, if this is necessary to verify that the returned goods have been dispatched.
    17. The provisions set out in this Complaints Procedure shall not apply if:
      1. the defect already existed at the time of handover and a discount on the purchase price has been agreed for such a defect;
      2. the defect was caused by the Buyer and arose as a result of improper handling or care of the goods;
      3. the defect was caused by excessive strain or use in conditions other than those reasonably appropriate for the goods;
      4. the defect was caused by the Buyer and arose as a result of improper use, storage or maintenance contrary to the Seller’s and the manufacturer’s instructions, or as a result of any other intervention by the Buyer or mechanical damage; or
      5. The defect arose as a result of an external event beyond the Seller's control.
    18. The Buyer acknowledges that, where goods are delivered by a courier service or other carrier, the Buyer is obliged to check that the packaging and adhesive tape are undamaged before confirming receipt; should there be any doubt as to whether the consignment is defective, the Buyer has the right to refuse to accept an incomplete or damaged consignment.
  3. HANDLING OF COMPLAINTS
    1. The Buyer is obliged to give notice of a defect without undue delay after having had the opportunity to inspect the goods and, with due care, could have detected the defect, either by identifying the defect or by reporting how it manifests itself. In particular, the Buyer is obliged to inspect the goods properly upon receipt to check for any defects in quantity or quality.
    2. The Buyer shall have the right to lodge a complaint with the Seller at any of the Seller’s premises where complaints can be accepted in view of the range of goods sold, or at the Seller’s registered office; however, if another person has been designated to carry out the repair, and that person is located at the Seller’s premises or at a location closer to the Buyer, the Buyer shall report the defect to the person designated to carry out the repair. The Buyer has the right to lodge a complaint also by post or via the email address shop@oktagonmma.cz. The Buyer is obliged to prove that they are entitled to lodge a complaint, in particular by providing evidence of the date of purchase, either by presenting a sales receipt, a warranty certificate or by other credible means.
    3. Complaints are handled on behalf of the Seller by ReturnGo Ltd., which has been authorised by the Seller to manage the complaints process via a dedicated complaints portal. All communication with the customer as part of the complaints procedure takes place via the email address shop@oktagonmma.cz. This does not affect the consumer’s rights to lodge a complaint with the Seller in accordance with Article 3.2 above.
    4. The Seller is obliged to provide the Buyer with written confirmation stating the date on which the consumer lodged the complaint, the nature of the complaint, the method of resolution requested by the consumer, and the consumer’s contact details for the purpose of providing information regarding the resolution of the complaint.
    5. Complaints, including the remedying of the defect, must be resolved and the consumer must be informed of the outcome no later than thirty (30) days from the date the complaint was lodged, unless the Seller and the Buyer agree on a longer period. If the Seller fails to resolve the complaint within the specified time and does not inform the Buyer of how it has been resolved, the Buyer, as a consumer, is entitled to withdraw from the Purchase Agreement or to demand a reasonable reduction in the purchase price.
    6. The Seller is obliged to provide the consumer with confirmation of the date and manner in which the complaint has been handled, including confirmation that the repair has been carried out and the time taken to do so, or, where applicable, a written explanation of the reasons for rejecting the complaint.
    7. Where the Buyer is not a consumer, the time limit set out in Article 3.5 of this Complaints Procedure shall not apply; however, the Seller undertakes to resolve complaints as quickly as possible, taking into account the expert assessment of the goods by the Seller or the manufacturer.
  4. FINAL PROVISIONS
    1. A Buyer who is a consumer is entitled to the out-of-court resolution of any disputes (ADR) arising from the Agreement with the Seller in accordance with Section 20d et seq. of Act No. 634/1992 Coll., on Consumer Protection, as amended, through the Czech Trade Inspection Authority (www.coi.cz). Out-of-court settlement of a consumer dispute is initiated at the request of the Buyer, which may be submitted in writing, orally for the record, or electronically via the online form available on the website of the Czech Trade Inspection Authority. None of the provisions of this Article precludes the Buyer from bringing their claim before the competent court.
    2. To make a complaint, the Buyer may use the sample complaint form attached to this Complaints Procedure.
    3. The Seller may amend or supplement the wording of this Complaints Procedure at any time. However, this provision does not affect the rights and obligations arising from Purchase Agreements concluded before the new Complaints Procedure came into effect.
    4. This Complaints Procedure comes into force and takes effect on 1 August 2026.

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