This Complaints Procedure is a binding provision and summarizes the mutual business relationship, conditions, rules, rights and obligations between you as the purchasing customer (hereinafter referred to as the Buyer) and the operator of www.utopia.direct (hereinafter referred to as the Seller). The operator of the online store is the family cidery UTOPIA - 1490 s.r.o. with its registered office at Sudkův Důl 10, 39501 OBRATAŇ, CZECH REPUBLIC, ID 05235847, registered at the Regional Court in České Budějovice, Section C, Insert 25065. It becomes binding for both parties at the time of concluding the purchase contract (moment of acceptance of the Buyer's order by the Seller). If the goods show obvious defects when taking over from the shipping service, ie especially the damaged packaging, the Buyer is entitled not to accept the shipment. In this case, write a report on the damage to the shipment with the employee from the courier service. In such a case, the Buyer's right to the provision of proper performance by the Seller or to a refund of the purchase price at the Buyer's choice remains. In the event that the Buyer takes over the shipment from the courier service and finds obvious defects after unpacking the shipment (incomplete shipment, mechanical defects), he is obliged to notify the Seller in writing immediately, but no later than within 3 days of receiving the shipment. According to Act 367/2000 Coll. the buyer has the right to withdraw from the contract within 14 days of receipt of performance without giving reasons. The goods must be returned to the Seller's address as an ordinary package. Shipments returned by cash on delivery will not be accepted. The goods, including the original packaging, must be in perfect condition, undamaged, unused, capable of further distribution. A part of the returned shipment must be a copy of the proof of purchase in our store - an invoice. Based on the goods returned in this way, the Seller will immediately return the money for the ordered goods in the amount for which the goods were purchased. In the event of non-compliance with the above conditions, the Seller will not be able to accept withdrawal from the contract and the goods will be returned at the expense of the Buyer. The return of goods must be notified in advance by e-mail to the Seller in the wording "I want to unilaterally withdraw from the contract from day.month.year and demand a refund of the amount paid for the goods to the account: number (Buyer's account number) or my credit card. Date and signature." The warranty period for the sold cider is provided for 12 months in compliance with the storage conditions of the Buyer (up to 8 ° C.) Defect claim is always made at the Seller's registered office. If the Buyer decides to send the claimed goods to the Seller's registered office. , in its own interest, so that the Goods are packed in a suitable and sufficiently protective packaging material meeting the requirements of transportation of fragile goods and mark the shipment with appropriate symbols.The complaint is made by a unilateral legal act by which the Buyer alleges a specific defect, writes how the defect manifests and informs about the specific claim from the liability for the defect (complaint protocol) This will be done in writing and delivered by e-mail to the Seller at firstname.lastname@example.org. Documentation of the defect in the form of an attached photo can simplify the entire complaint process. Do not send the goods to the Seller's address without prior written notice of the complaint. From that moment on, the 30-day period for rectifying the defect begins to run. The Seller shall immediately contact the Buyer and agree with him the most suitable form of the complaint procedure. In all cases, it is necessary to submit a complaint protocol, a copy of the proof of purchase in our store - an invoice, a complete product. In the event that the Seller is not able to make a complaint within 30 days from the date of the complaint, the Buyer is granted the same rights as if it were an irreparable defect. In the event that the goods have a demonstrably irreparable defect that prevents the use of the goods, the Buyer is entitled to exchange goods of the same or similar quality, quality and type. If the complaint was unjustified, the Buyer is obliged to reimburse the Seller for the costs incurred in connection with the unjustified complaint. The right to make a complaint expires when using the goods in conditions that do not correspond to the conditions specified in the documentation (the documentation also includes warnings on the original packaging of the product) for the goods, careless, excessive or unprofessional handling, force majeure.