Quick legal advice
Complaints must by law be dealt with in a timely manner. If the deadline has passed, you are in a stronger position as a consumer and can take concrete steps to enforce your rights.
According to the Civil Code and the Consumer Protection Act, the seller is obliged to settle the complaint – i.e. to decide and remedy the defect, or replace the goods or refund the money – within 30 days from the date of the complaint, unless you have agreed on a longer period. If this time limit expires in vain, this is a material breach of contract. You therefore have the right to withdraw from the contract and demand a refund of the purchase price, or you can insist on the delivery of a new item.
In practice, we recommend that you send the seller a written notice (ideally by e-mail or registered letter), informing them of the expiry of the statutory deadline and setting a reasonable period of time to deal with the complaint immediately. If the seller does not respond to the notice, contact the Czech Trade Inspection Authority. Failure to deal with a complaint in time is an offence against consumer protection.
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