Return policy
General provisions
Return and exchange policy (further only referred to as REP) is an integral part of Terms and Conditions (further referred to only as T&C) of the seller Jan Šulc – Bohemia Air Soft, Lánovská 1550, 190 16 Praha 21 – Újezd nad Lesy, IČ: 64768830 (further referred to only as the seller) and describes the process on how to return goods from the buyer.
Buyers need to inform themselves on the REP and T&C before ordering goods. Buyers agree with this REP by making a contract and receiving goods.
Definitions included in this REP are above definitions included in T&C. If REP does not define something, it is meant to be understood by its definition from T&C. If something is not defined in T&C either, it is meant to be understood by its definition from the legal regulations.
Where required, the seller provides the buyer with a warranty card, which usually is a part of the product manual. In case of goods with no warranty card the buyer can use the invoice, a receipt or other purchase documents with all the necessary information required by law (namely the name of the product, length of warranty, price, amount, serial number – if provided) to claim the warranty.
Where necessary, the seller informs in a comprehensible manner on the warranty card what the warranty includes, its range, requirements, expiry date and how to use the warranty. The seller also mentions that by providing the warranty none of the buyer’s rights (connected with the purchase by law) are omitted or ignored.
Extended or prolonged warranty is always dealt with based on the regulations on the warranty card and does not ommit or ignore the buyer’s rights.
The length of warranty
The warranty starts at the moment of receiving the goods, i.e. the day written on the warranty card or the purchase document.
The legal warranty period is 24 months for new goods (21 months for goods already opened, not new), unless a special regulation sets it longer. An exception is goods sold with a discount (damaged, incomplete, etc.) where the warranty does not include the defects for which the discount applied. Description of such circumstances is always clearly visible for the customer, goods with no additional information like that are always considered new, undamaged and complete. As per used goods, the seller is not responsible for defects caused by wear and tear or damage that the goods had when being sold; the warranty for used goods lasts only 12 months from the day when the buyer receives them. This time period is visibly notified in the purchase document and in the purchase confirmation.
Warranty conditions
It is highly recommended to the buyer to immediately check the delivered goods with the delivery servicemen upon receiving them (number of packages, undamaged packaging, uncut tapes, etc.) as per the delivery docket. If the package seems to be damaged, it is highly recommended to immediately check the contents of the package with the delivery servicemen.
The buyer has a right to refuse the package that is not correspond with the contract, e.g. when the package is damaged or incomplete. If the buyer accepts such a package from the delivery service, it is essential to describe the damage in the delivery docket – damage report from the delivery company. Any immediately unreported damage to goods cannot be taken in account later.
Any incomplete or damaged packages (accepted or refused) need to be reported to the seller immediately by phone or by e-mail and the damage report made with the delivery servicemen needs to be sent to the seller by e-mail or post without too much a due. Later returns of incomplete or damaged goods does not revoke the buyer’s right to return them, however it gives the seller the option to prove that it is not against the contract.
All returns are accepted by the repair shop technicians on this address: Jan Šulc – Bohemia Air Soft, Lánovská 1550, 190 16 Praha 21 – Újezd nad Lesy. Buyers can also return goods at the store where they bought them, the repair shop technicians would be then sent over to receive them. To make the return as smooth and as efficient as possible, we highly recommend to use the repair shop directly on the address above.
The buyer can return the faulty goods in person or by post. In the latter case the goods should be packaged safely (ideally in the original packaging) to avoid any damage during the transport; the package should be visibly signed “REKLAMACE” (or “RETURNED”) and consist of: the returned goods with full accessories (anything that does not come with the goods or is not necessary for the goods functionality should be removed prior sending), original copy of the warranty card, the purchase document, any documents describing previous repairs done to the goods, detailed description of the issue and enough contact details (most importantly the sender’s address and phone number). Without any of that the identification of goods or the issue with them is impossible and therefore returning them will be refused. For easier preparation we recommend using return forms of the seller that can be found on this e-shop.
It is recommended to return the goods along with its accessories (original or accessories the buyer use with the product) – namely a battery, magazines and potentially a charger – to be able to eliminate its affect on the issue. The seller does not guarantee a full compatibility among sold goods with other goods unless they are approved for the usage beforehand or are guaranteed to work together.
The warranty does not include defects caused by the usage of wrong or faulty accessories as well as wrong or disapproved consumables. The warranty also does not include defects caused by wrong or incompetent manipulation, inadequate or inappropriate handling, usage not approved or described in the user manual, or defects/damage caused by weather.
By damaging the protective seal, informative sticker or the serial number the buyer is risking the return being refused by the seller, unless the damage was caused by a regular wear and tear due to the usage of the product. Protective seals and serial numbers are integral parts of the product and do not limit the right of the buyer to use the product as described by the user manual or with the intent the product was made for.
The warranty also does not include defects/damage caused by:
- mechanical damage
- wear and tear damage
- exceeding the declared lifespan of the product or by its consumption
- usage in conditions not approved by the seller for the product, such as the temperature, dust, humidity, chemical and mechanical environmental conditions
- incompetent or wrong installation, manipulation, usage, or by neglected maintenance
- usage of other than original accessories and consumables or by a defect/damage caused in conjunction with that
- excessive usage pressure or usage not described in the user manual or in the T&C
- overvoltage (visibly burned parts or circuits) with the exception of a regular deviation
- gradual loss of capacity or voltage of the battery
- incompetent changes or changes of parameters
- adjustments made by the customer (paintjob, change of shape, additional mounting or assembly, etc.) if the product got damaged by these
- gradual loss of features/quality of biodegradable materials after opening the original packaging
- weather, natural disasters or act of God (or any other deity)
Returned goods will be tested only for the issue described by the buyer, we recommend it in a written form.
If the technician finds out that the goods are not at fault or were damaged by the customer or a third party, the return will be refused. If then the customer agrees to a paid repair, the customer will be charged for the repair based on a current pricelist. The customer will be then informed about the price of the repair, its length and range, before it takes place. Any repairs can only be made after an approval of the customer.
The seller has a right to refuse returned goods when they or parts of them are dirty or contaminated or do not meet the hygienic standards for safe handover, unless it is a regular contamination.
In case the goods are not in their original packaging, the seller does not take any responsibility for damage caused by storage or transportation.
Processing of returns
If the buyer is the consumer, the seller will process the return immediately, in difficult cases up to three work days. This does not include the period of time necessary to expertise issue with the product/service. The return including the repair then the seller processes within 30 days from the day the return became effective. This 30 days period can be extended after an agreement with the customer – this extension cannot be for an indefinite or exceedingly long period. After the 30 days period it is believed that the issue was really there and the customer-consumer has the same rights as if the product was not repairable. This 30 days period is not binding for a buyer, who is not a consumer – in this case a 90 days period since the day the return becomes effective takes place.
In case of a return in person, the seller will provide the buyer with a written confirmation about when the return took place, what are its contents and how does the return work. After the return is processed the buyer will also receive a confirmation with a date and the return outcome as well as a repair report, also potentially an explanation why was the return refused.
The buyer has a right to request a refund of necessary expenses (the least expensive shipping option based on the current pricelist of the Czech Post that the buyer would pay to send the returned goods) that come into being in regards to execute the justified return (we do recommend to request this within 30 days after the return is processed – the period guaranteed by law is not affected by it, the buyer needs to provide a bank account details for the refund as well as a reason and an amount of the refund) and that he paid for. In case the right of withdrawal is exercised based on the issue with the product, consumers also have a right to get their expenses caused by this reimbursed on request as per above. All of the expenses reimbursements are limited only to shipping around the Czech Republic.
After the justified return is processed the warranty is extended by the length of the period of the return. In case the return is refused, the warranty is not extended. If the return is processed by an exchange of goods or their parts for new ones, the original warranty period is not extended. The period of processing the return is counted from the next day after receiving the returned goods until the day the return is processed, which is the day the buyer is obligated to take over the goods. Buyers are informed that the return has been processed via e-mail they provided during the purchase.
After the return has been processed, the seller informs the buyer by phone, SMS or e-mail based on the contact details provided. If the goods were sent over and there is no other agreement in place, the goods will be sent back onto the address of the buyer.
In case the returned or repaired goods are not collected by the buyer within 30 days from the day the return was processed (up to 2 month since the goods were received by the seller) the repair shop is entitled to charge the customer a storage fee of 10 CZK/day.
In case the customer does not collect the goods within 6 months from the day the return was processed (7 months in total from when the seller received the goods) and the customer does not answer any calls to collect them with the information that they might be sold or disposed of ecologically, the repair shop is entitled to sell the goods or dispose of them ecologically if the sale is not profitable.
If the uncollected goods are sold, the repair shop can pay the customer the profit (minus the cost of repairs – an exception being repairs within the justified warranty return – and storage and 10% sales fee) on request up to 3 years from the day the return/repair was processed (37 month total from the day the seller received the goods).
Buyers are obliged to present a return receipt (that was given to them when the seller received the goods) upon collection of the goods and prove their identity.
Weapons, ammunition and main parts of weapons cannot be collected by anyone under the age of 18.
Lifespan of products
The seller has a right to set the lifespan of products or categories of products based on the tech specifications provided by the supplier/manufacturer. This lifespan needs to be quoted visibly in the product specifications, an exception being the consumables.
The seller considers this lifespan when processing the returned goods. The right to return goods in a period set by law is not obstructed. The buyer also needs to consider these circumstances as the warranty does not include the regular wear and tear, and therefore cannot replace the lifespan of the product.
The lifespan of a product represents its predisposition to wear and tear by regular usage. If the product is being used (not owned) by the customer longer than the quoted lifespan, it is highly probably that the issue is caused by the wear and tear, however that does not exclude the issue being one included in the warranty. Therefore when the return gets refused by the seller, the seller will always include an explanation whether it was caused by a regular wear and tear.
The aforementioned lifespan of products is always quoted by the seller in the specifications of the offered goods or in the T&C, otherwise the seller cannot consider it during the return process.
Final provisions
This REP is effective from 1st April 2021 (affects every purchase of goods and services executed from 1st April 2021 included) and terminates the validity of any previous REP. This REP is available to everyone in store or as a document on www.airsoftshop.cz. This translation is for informative purposes only; the legally binding version is the original version in Czech language.
