Complaints Procedure

1. Introductory provisions
This complaints procedure sets out how and under what conditions rights arising from defective performance can be exercised for goods purchased in the Miolka online shop.

Seller:
Kateřina Kolářová, DiS.
Company ID (IČO): 01968947
Zdeňka Štěpánka 1785/5
708 00 Ostrava-Poruba, Czech Republic
Email: info@miolka.cz
Phone: +420 704 513 220

This complaints procedure applies primarily to consumers. For purchases made as part of a business activity, rights and obligations are governed by the relevant provisions of the Czech Civil Code, and consumer protection rules do not apply in full.

2. Time limit for complaints
The consumer may report a defect within 24 months of receiving the goods. If a defect appears within one year of receipt, the goods are presumed to have been defective at the time of receipt, unless this is incompatible with the nature of the goods or the defect.

3. How to make a complaint
I recommend reporting the complaint by email to info@miolka.cz first. You may also use the Miolka Complaint Form. Please include in your email:

the order number,
your name and contact details,
a description of the defect,
when the defect appeared,
photos of the defect, if possible,
how you would like the complaint to be resolved.

After agreeing by email, the customer will receive instructions on how to proceed and how to send the goods.

Address for complaints:
Kateřina Kolářová
Zdeňka Štěpánka 1785/5
708 00 Ostrava-Poruba
Czech Republic

Shipping via Packeta (Zásilkovna), Balíkovna, a PPL box or any other method is possible after prior agreement by email.

4. Conditions for accepting a complaint
The goods should be sent complete and in a hygienically clean condition so that the complaint can be properly assessed. Where possible, I recommend enclosing a copy of the proof of purchase or stating the order number.

The period for handling the complaint starts when the complaint is made. If the customer's cooperation is needed to assess the defect, such as sending the goods or providing further information, the period cannot start before this cooperation is provided.

5. Defects I am responsible for
I am responsible for ensuring that the goods are free of defects on receipt and that they correspond to the order, the description and the agreed parameters.

A complaint may be made in particular if:

the goods were made or delivered in breach of the order,
the product has a material or manufacturing defect,
the product does not perform its usual function when used correctly.

6. What the complaint does not cover
The complaint does not cover in particular:

normal wear and tear from use,
defects caused by incorrect use,
defects caused by improper handling,
mechanical damage after receipt of the goods,
damage caused by not following care and washing instructions,
defects caused by improper storage or other intervention by the customer,
cases where the customer chose the wrong size or other parameters, even though the goods were made correctly according to the order.

Care instructions and material composition are included with Miolka products or in the parcel. Failure to follow them may be grounds for rejecting the complaint.

7. How complaints are resolved
If the goods are defective, the consumer may request that the defect be remedied by repair or by delivery of a new item without the defect. I may refuse the chosen remedy if it is impossible or disproportionately costly compared with the other.

The consumer may request a reasonable price reduction or withdraw from the contract if:

neither repair nor replacement is possible, or I refuse it,
the defect occurs repeatedly,
the defect is a material breach of the contract,
it is clear from my statement or the circumstances that the defect will not be remedied within a reasonable time or without significant inconvenience to the consumer.

Withdrawal from the contract is not possible if the defect is minor. For a small cosmetic defect that does not affect the product's function, a reasonable discount may be offered by agreement if the customer wishes to keep the product.

8. Costs of the complaint
If the complaint is justified, I will reimburse the customer for the costs reasonably incurred in making it, in particular the postage for sending the goods. If the complaint is not justified, the customer bears the cost of returning the goods.

9. Time limit for resolving the complaint
The complaint will be resolved without undue delay and no later than 30 days from the day it was properly made, unless I agree on a longer period with the customer. The customer will be informed of the outcome by email. If the 30-day period expires without the complaint being resolved, the consumer has the right to withdraw from the contract or request a reasonable price reduction.

10. Confirmation of receipt and resolution
After receiving the complaint, I will send the customer a confirmation of receipt by email. After resolving the complaint, I will also inform the customer by email of how it was resolved.

11. Custom-made and individually adjusted products
Many Miolka products are sewn to measure or adjusted according to parameters chosen by the customer when ordering. Such products may be claimed in the event of a defect or non-conformity with the order. The fact that a product was made according to the customer's specifications does not in itself exclude a complaint about a defect. However, a size or parameter chosen incorrectly by the customer is not a defect and is handled outside the complaints procedure as a separate exchange service.

12. Gift vouchers
If a gift voucher code does not work or the voucher was not delivered by email, please write to info@miolka.cz with your order number. After checking, I will send a new voucher or a new code with the same value and validity. A gift voucher is valid for 365 days from issue and expires without compensation after that.

If a complaint about goods paid for in full or in part with a gift voucher is resolved by a refund or a price reduction, I will return the part paid with the voucher as a new gift voucher and refund any part paid by other means by the same method it was received.

13. Out-of-court dispute resolution
If a dispute between the seller and a consumer cannot be resolved by mutual agreement, the consumer may file a request for out-of-court dispute resolution with the Czech Trade Inspection Authority (adr.coi.cz). Consumers from other EU countries may also contact the European Consumer Centre Czech Republic (www.evropskyspotrebitel.cz).

14. Final provisions
If the laws of the country in which the consumer has their habitual residence provide the consumer with a higher level of protection, those laws shall apply.
This complaints procedure is valid and effective from 7 November 2026.