COMPLAINTS POLICY

1. General Provisions

This Complaints Policy governs the rights and obligations of customers purchasing goods from the online shop operated at musoleum.com by DavidCerny, s.r.o. (hereinafter "the Seller"), in accordance with Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection, as amended.

2. Warranty Period

The Seller provides a 24-month warranty on all goods sold to consumers, commencing on the date of receipt of the goods by the buyer. For business customers (B2B), the statutory warranty period applies as set out in the Civil Code.

3. What Is Covered

The warranty covers defects in materials or workmanship present at the time of delivery. The following are not covered by the warranty:

• —Damage caused by improper use, storage, or handling
• —Normal wear and tear
• —Damage caused by external events (e.g. accidents, water damage)
• —Defects caused by unauthorized modifications

4. How to File a Complaint

To file a complaint, please contact us at eshop@musoleum.cz with the following information:

• 1.Your order number
• 2.Description of the defect
• 3.Photographs documenting the defect
• 4.Your preferred resolution (repair, replacement, refund, or discount)

Upon receipt of your complaint, we will send a written confirmation acknowledging that we have received it.

5. Complaint Resolution Period

We will resolve your complaint within 30 days of the date it was filed. If we fail to do so within this period, you are entitled to withdraw from the contract or request a price reduction. We will notify you of the outcome by email.

6. Your Rights in Case of a Defect

If the defect is repairable:

• —You may request free repair, or
• —A reasonable discount on the purchase price

If the defect is irreparable or has recurred after repair:

• —You may request a replacement of the goods, or
• —Full refund (withdrawal from the contract)

7. Returning Goods

If a complaint is resolved by replacement or refund, please send the goods to:

Please use tracked shipping. Return shipping costs for valid complaints are covered by the Seller. We do not accept parcels sent via cash on delivery (COD).

8. Out-of-Court Dispute Resolution

If you are not satisfied with the outcome of your complaint, you may contact the Czech Trade Inspection Authority (CTIA) for out-of-court dispute resolution:

EU customers may also use the European Online Dispute Resolution platform: ec.europa.eu/consumers/odr

9. International Orders

For orders delivered outside the Czech Republic, this Complaints Policy remains applicable. Return shipping costs for international complaints will be assessed on a case-by-case basis and communicated to the customer prior to return.