Complaints Procedure

Warranty for goods purchased in the www.familytrees.cz e-shop is governed by applicable law. According to Section 616 of the Civil Code, the customer is entitled to a free and immediate remedy if the goods are inconsistent with the purchase contract (the goods do not correspond to invoiced or ordered items) within 6 months from receipt of the goods. The standard warranty period is 24 months and the warranty period begins upon receipt of the goods. The warranty covers all defects limiting the possibility of proper use of the goods. However, the warranty does not apply to normal wear and tear.

A complaint may be declared in one of the following ways:

by e-mail to info@familytrees.cz

by phone at 733 133 664 (weekdays from 8:00 am - 4:00 pm)

The complaint notice must contain a description of the defects and the number of the order or invoice and email or telephone contact.

The Seller makes a decision regarding the claim within 5 working days and notifies the Buyer by email or telephone.

The complaint will be settled without undue delay and no later than 30 days from the date of the complaint unless the parties agree otherwise.

In the case of a justified complaint, the Seller will reimburse the Buyer for the postage costs incurred by sending the goods back to the seller. The postage refund will be transferred to the customer's bank account together with the amount for the claimed goods.

If your package is visibly damaged during shipping or if you find any damage to the goods after unpacking, please follow the information below.

Reasons for a complaint

1) Visible damage to the package when delivered by the carrier
When receiving the goods from the carrier, please check the package carefully. If there are signs of slight damage, it is best to write down a "Damaged Shipment Record" with the carrier immediately. This will avoid potential disputes if the goods are damaged after unpacking.

In the event that the Buyer creates a "Damaged Shipment Record", it is necessary to send a copy directly to the Seller in order to resolve this unfortunate matter as soon as possible.

If the goods are damaged, but the package of the shipment was intact, inform the Seller about this fact to the email address: info@familytrees.cz. We recommend sending a photo and a description of the damage for a faster settlement of the claim.

To avoid all doubt and the possible rejection of the complaint, we recommend that you report the damage to the goods within 3 working days
2) There are goods other than you ordered
Transport of claimed goods:
The customer must send the claimed goods to the place of the claim.
The customer pays for the transport of the claimed goods. We will return the claimed goods, repaired or replaced goods at our expense.

For more information on the status of your claim, please contact: info@familytrees.cz or call 733 133 664.

Return of goods (withdrawal from the purchase contract)

When concluding a contract using means of distance communication (Section 1829 (1) of the Civil Code), the Consumer has the right to withdraw from the contract without giving a reason and without any penalty within 14 days of receipt of execution (Section 1832 of the Civil Code).

Pursuant to the Civil Code, the Seller shall be obliged to return the paid sums to the Buyer within 14 days from the delivery of the notice of withdrawal of the agreement and the Buyer shall send or deliver the Seller without undue delay, but no later than 14 days after the withdrawal is received.

Except where the withdrawal is expressly agreed, the consumer may not withdraw from the contracts (in accordance with § 1837 of the Civil Code):

In the case of the supply of services, if their execution has been started with his/her consent before the expiry of the period of 14 days from receipt of the delivery, to supply goods or services the price of which depends on fluctuations in financial markets out of the control of the supplier; as well as perishable, worn out or obsolete goods, for the supply of audio and video recordings and computer programs, if the consumer has breached their original packaging, for the supply of publications, periodicals, and magazines or games or lotteries.

The consumer shall inform the supplier of his intention to withdraw from the contract in writing, which we recommend attaching to the returned goods.

In this case, it is necessary to send the goods to:
Family Trees Publishing
PhDr. Denisa Hledíková, MBA
Svatkova 531/6, Praha 5, 150 00

¨If the goods are damaged, malfunctioning, mechanical or otherwise defective, incomplete, worn or damaged (e.g. packaging), the goods cannot be returned within 14 days. Entitlement to return goods within 14 days also expires for companies purchasing with a Company ID.

When returning the goods within 14 days, the consumer is entitled to the full purchase price and shipping charge on the invoice. The delivery of goods is paid by the consumer.

The following documents must also be included in the return shipment:

• Invoice number, or attach a copy of the invoice or delivery note
• a written justification for the return of the goods
• the bank account to which the refunded purchase price is to be sent

We recommend insuring the shipment!

The supplier is not liable for any damage or loss during transportation and the goods may not be accepted by the supplier at all.