Complaints and returns

WITHDRAWAL FROM THE CONTRACT
1. The Provider (Lovu) is entitled to withdraw from the contract if it is not possible for objective reasons to provide the product under the original conditions, the performance becomes objectively impossible or unlawful, in the event of a material breach of these terms and conditions, the contract or inappropriate, offensive and similar conduct when using the website and other services. The Provider by the customer. Withdrawal is effective upon delivery of the notification to the customer - usually by email.
2. The Provider may also withdraw from the contract for the following serious reasons. Delay by the buyer in paying the purchase price for more than 14 days after delivery of the payment documents and breach of copyright protection obligations (Article 5 of the OP) by the buyer.
3. Given that in the case of purchasing digital content, the Provider makes the digital content available to the customer immediately after concluding the contract in a manner that excludes the possibility of returning the performance. In such a case, it is not possible for the customer to withdraw from the contract. For these reasons, the possibility of withdrawing from a contract concluded remotely within 14 days and requesting a refund of the full price paid is excluded for digital content and services offered via the Provider's website or other online services. If this is different for some of the Provider's products with the possibility of withdrawal from the contract, this fact will always be stated in their description on the website or in the order, or it will be stated what period of time the customer is given for withdrawal from the contract.
4. The customer in the position of a consumer is also entitled to withdraw from a contract for the provision of digital content concluded remotely, if the Provider does not deliver the digital product within 10 days after its payment or within an additional period set by the customer. The customer may withdraw from the contract without an additional period only if it is obvious from the Provider's statement or from the circumstances that the Provider will not provide the digital content or if it follows from the agreement of the parties or from the circumstances when the contract was concluded that performance within the specified time is necessary. However, it is expressly stated that this arrangement does not apply in the case of so-called pre-sales, when the delivery date of the performance is set.
5. The customer is not entitled to withdraw from the contract if he has agreed with the Provider to provide a custom-made product or a product modified according to the customer's special requirements.
LIABILITY FOR DEFECTS
1. The customer is entitled to exercise his rights from defective performance, if the service or digital content shows a defect. The customer in the position of a consumer is entitled to point out the defect within two years from the receipt of the product. In such a case, if possible, the customer may demand its removal (or it will be assessed if this is impossible or unreasonably expensive). The rights from defective performance are exercised by the customer in the position of a consumer, the Provider is liable for defects that occur in the digital content upon receipt and the customer points them out without delay.
2. The customer in the position of a consumer may request a reasonable discount or withdraw from the contract if the Provider does not remove the defect according to the previous paragraph, or if the defect persists even after removal or the defect is a material breach of the contract. The customer is not entitled to withdraw from the contract if the defect is insignificant.
3. It is stipulated in accordance with the law that a reasonable discount is determined as the difference between the value of the digital content without a defect and the defective digital content that was provided to the customer. If the digital content is to be provided for a certain period of time, the period during which it was provided defectively is taken into account. In the case of digital content provided for the customer's personal data instead of remuneration, the customer cannot request a reasonable discount.
4. The Provider shall return the amounts of money that the Provider is to pay to the Customer due to defective performance, whether due to the provision of an appropriate discount or if the Customer withdraws from the contract, at its own expense without undue delay, but no later than fourteen days from the date on which the Customer asserted the relevant right from defective performance with the Provider.
5. Rights and obligations regarding rights from defective performance are governed by the relevant generally binding legal regulations (in particular the provisions of §§ 1914 – 1925, §§ 2161 – 2174b and § 2389a et seq. of the Civil Code).
6. Defects in digital content must be reported without undue delay after their discovery to the e-mail address: LOVU@lovu.cz
7. A period of 30 days is set for resolving the customer's claims under the complaint procedure, with the Provider being obliged to notify the customer of the outcome of the complaint procedure by the end of this period.