Terms of Service
Complaints & Legal Warranty
What Is a Complaint?
A complaint applies when a product you received:
• Has a defect.
• Does not correspond to the agreed description, type, quantity, quality or other agreed characteristics.
• Does not meet the requirements applicable under Czech law.
This is separate from the statutory 14-day right of withdrawal, which applies when you withdraw from a distance purchase without giving a reason.
Liability for Defects
DOEBLOOM is liable for defects that become apparent within 24 months from receipt of the goods, in accordance with applicable Czech law.
This does not mean that every defect appearing within 24 months automatically entitles the customer to a full refund. The specific remedy depends on the nature of the defect and the conditions set by applicable law.
How to File a Complaint
If you discover a defect or other issue with your item, please contact us without undue delay at support@doebloom.eu.
To help us resolve the complaint efficiently, please provide:
• Your order number.
• A brief description of the defect or issue.
• Clear photographs or videos showing the problem, where appropriate.
DOEBLOOM may request additional information where reasonably necessary to assess the complaint.
Resolution of Complaints
Complaints will be handled in accordance with applicable Czech consumer law.
Depending on the nature and severity of the defect and the circumstances of the complaint, the customer may be entitled to remedies such as:
• repair of the defective goods;
• replacement of the goods or delivery of missing goods, where applicable;
• a reasonable price reduction;
• withdrawal from the contract and a refund, where the legal conditions for withdrawal are met.
The availability of a particular remedy depends on the applicable legal conditions. Due to the limited nature of DOEBLOOM collections, replacement may not always be possible. Where replacement is not possible or another statutory condition for withdrawal is met, the remedies available under applicable law will apply.
Time Limits
DOEBLOOM will handle complaints without undue delay.
Where applicable under Czech law, a complaint will be resolved within 30 days from the date it is made, unless a longer period is agreed with the customer.
Exceptions / Non-Returnable Items
The statutory right of withdrawal does not apply to certain types of goods where a legal exception applies.
This may include:
• goods made to the customer's specifications or clearly personalised goods;
• other goods for which an applicable statutory exception to the right of withdrawal applies.
Gift cards are not subject to the statutory right of withdrawal where they do not constitute goods subject to that right.
Alternative Dispute Resolution (ADR)
If a consumer dispute cannot be resolved directly between the customer and DOEBLOOM, the customer has the right to seek out-of-court resolution of the dispute through the competent alternative dispute resolution (ADR) body.
For consumer disputes arising from online purchases in the Czech Republic, the competent ADR body is:
Czech Trade Inspection Authority (Česká obchodní inspekce – ČOI)
Ústřední inspektorát – oddělení ADR
Gorazdova 1969/24
120 00 Prague 2
Czech Republic
Information and the online ADR application are available through the Czech Trade Inspection Authority website: coi.gov.cz/informace-o-adr/
The ADR procedure is intended to help the parties reach a mutually acceptable agreement. The Czech Trade Inspection Authority does not generally issue a legally binding decision on the underlying dispute.
Contact
For complaints, returns or questions regarding these Terms of Service, please contact:
DOEBLOOM
Email: support@doebloom.eu