Customer support: info@lukshoes.com

Shopping With Us

Warranty and complaints

We approach complaints with the maximum responsibility and care. We do our best to resolve any complaints to the customer’s satisfaction and repair any defects.

MAKING A COMPLAINT

Please e-mail us to say you are making a complaint. Then fill in the Complaint form. Describe the fault in as much detail as possible. Print out the form, put it in the parcel together with the faulty goods and your original invoice. Send the parcel to: Vaclav Luks, Mesicni 33, 466 01 Jablonec nad Nisou, Czech Republic.  

WARRANTY PERIOD

The standard warranty period for our products is 24 months, starting from the date you receive the goods.

The warranty covers manufacturing or other defects. It does not cover damage caused by the customer’s carelessness or neglect, or by using the goods for any purpose for which they are not designed, or by not complying with the manufacturer’s instructions, or mechanical damage.

Damage that is deliberate, or from improper use or from mishandling the product is not covered by the warranty. The warranty does not cover fair wear and tear.

WARRANTY ACKNOWLEDGEMENT

The original invoice we send with the goods is normally required to validate the warranty conditions. The invoice must not be more than 24 months old.

RETURNING GOODS WITHIN 14 DAYS

Under paragraph 367/2000 of the Czech legal code, goods ordered online, delivered by carrier and paid for by the customer can be returned within 14 days of receipt. (This applies to private customers only. In accordance with Section 53, paragraph 8 of the Civil Code, a customer cannot cancel a contract when the goods are customised in accordance with the customer’s wishes or needs (made-to-measure). Therefore we cannot accept the return of customised goods.

Cancelling your contract:

Send the goods to our address enclosing a written statement that you wish to cancel the contract. Include the bank account number into which you would like the refund to be paid.  Contact us in advance. Goods returned and delivered to us must be unused, undamaged, and include your proof of purchase. Please do not send the goods “cash on delivery”, as we cannot accept them. Your refund will include the delivery charges where applicable.

COMPLAINT FORM

You can download the complaint form here: Complaint form

Reklamační formulář.docx eng_1

GDPR

I.

Basic provision

1.The personal data administrator referred to in Article 4 (7) of Regulation (EU) 2016/679 of the European Parliament and of the Council on the protection of individuals with regard to the processing of personal data and on the free movement of such data (hereinafter referred to as GDPR) is Ing. Václav Luks ID 47289791 with registered office: Měsíční 33, Jablonec nad Nisou, 46601 (hereinafter referred to as "administrator").

2.The contact details of the administrator are:

Adress: Mesicni 33, Jablonec nad Nisou, 46601, E-mail: info@lukshoes.com, Phone: +420 725 496 277.

3.Personal information means any information about an identified or identifiable individual; an identifiable individual is a person that can be identified directly or indirectly, in particular by reference to a particular identifier such as name, identification number, location data, network identifier or one or more specific physical, physiological, genetic, psychological, economic, the social identity of this individual.

4.The administrator did not appoint a Data Protection Officer. The contact details of the Delegate are: 

 

II.

Sources and categories of processed personal data

1.The administrator handles the personal data provided to him / her or the personal data that the administrator has received as a result of the order.

2.The administrator handles the identification, contact information and data necessary for the performance of the contract. 

 

III.

Legitimate reason and purpose of processing personal data

1.The legitimate reason for the processing of personal data is

  • performance of the contract between you and the trustee under Article 6 (1) b) GDPR, 

2.The purpose of processing personal data is

  • executing your order and exercising the rights and obligations arising from the contractual relationship between you and the trustee; (personal name, address, contact), the provision of personal data is a necessary requirement for the conclusion and performance of the contract, without the provision of personal data it is not possible to conclude the contract or to fulfill it by the administrator, 

3.There is no automatic, individual decision-making within the meaning of Article 22 of the GDPR.

 

IV.

Retention time of data

1.The administrator keeps personal data

  • for the period necessary to exercise the rights and obligations arising out of the contractual relationship between the buyer and the trustee and the enforcement of the claims under these contractual relationships (for 15 years from the termination of the contractual relationship). 

2.At the end of the retention period, the administrator will erase personal information.

 

V.

Recipients of personal data (subcontractors)

1.The recipients of personal data are people

  • contributing to the delivery of goods / services / making payments on the basis of a contract,
  • providing e-shop services (Shoptet) and other services related to the operation of an e-shop, 

2.An administrator does not intend to pass personal data to a third country (to a non-EU country) or an international organization. The recipients of personal data in third countries are providers of mailing services / cloud services. 

 

VI. 

Your rights

1.Under the terms of the GDPR you have

  • the right of access to their personal data under Article 15 of the GDPR,
  • the right to repair personal data pursuant to Article 16 of the GDPR, or the restriction of processing under Article 18 GDPR,
  • the right to delete personal data under Article 17 of the GDPR,
  • the right to object to processing under Article 21 GDPR and
  • the right to data portability pursuant to Article 20 GDPR.

2.You also have the right to file a complaint with the Personal Data Protection Office if you believe that your privacy has been violated.

 

VII. 

Privacy Policy

1.The Administrator declares that he has taken all appropriate technical and organizational measures to safeguard personal data.

2.Administrator has taken technical measures to secure data warehouses and personal data repositories in paper form, in particular password protection, antivirus program, and document lockout.

3.The Administrator declares that personal data can only be accessed by authorized persons.

 

VIII.

Final Provisions

1.By sending an order from the online order form, you acknowledge that you are aware of the privacy policy and that you accept it in its entirety.

 

These conditions become effective on May 25, 2018.

 

Terms and Conditions

Ing. Vaclav Luks
Mesicni 33
Jablonec nad Nisou, 46601
Czech repulic

ID: 47289791
VAT: CZ5812241369

Phone: +420 725 496 277
E-mail: info@lukshoes.com

For the sale of goods through an online store located on the internet address www.lukshoes.com

 

I.                                     

INTRODUCTORY PROVISIONS

1.These General Business Terms and Conditions (hereinafter referred to as "Business Terms") are issued pursuant to Section 1751 et seq. of Act No. 89/2012 Coll., the Civil Code (hereinafter referred to as the "Civil Code")

2.These Terms of Business regulate the reciprocal rights and obligations of the seller and individual who concludes a sales contract outside of his business as a consumer or in the course of his business activities (hereinafter referred to as the "Buyer") through a Web site located on the Website available at the Internet address www.lukshoes.com (hereinafter referred to as the "internet shop").

3.Terms and Conditions are an integral part of the Purchase Contract. Different arrangements in the Purchase Contract prevail over the provisions of the Terms and Conditions.

4.These Terms and Conditions and the Purchase Agreement are concluded in the Czech language.

 

II.

PRODUCT AND PRICE INFORMATION

1.Information on the goods, including the prices of individual goods and their main features are given for individual goods in the online store catalog. Goods prices are listed including VAT, all related fees, and the cost of returning the goods if these goods can not by their nature be returned by normal mail. Product prices remain valid for as long as they are displayed in the online store. This provision does not preclude the negotiation of a purchase contract under individually negotiated terms.

2.All presentations of the goods placed in the internet shop catalog are informative and the seller is not obliged to conclude a purchase contract for these goods.

3.Information on costs associated with packing and delivery of goods is published in the internet shop. Information on the costs associated with the packing and delivery of goods listed in the online store is valid only in cases when the goods are delivered within the territory of the Czech Republic.

4.Any discounts with the purchase price of the goods can not be combined, unless the seller and the buyer otherwise agree.

 

III. 

ORDER AND CONCLUSION OF THE PURCHASE CONTRACT

1.Costs incurred by the buyer when using distance means of communication in connection with the conclusion of the purchase contract (costs of internet connection, costs of telephone calls) are borne by the buyer himself. These costs do not differ from the basic rate.

2.The buyer is ordering the goods in the following ways:

  • through his customer account, if he has previously registered in the online store,
  • filling in the order form without registration. 

3.When placing an order, the buyer selects the goods, the number of items, the way of payment and delivery.

4.Before sending the order, the buyer is allowed to check and modify the data he has placed in the order. The order is sent by the buyer to the seller by clicking on the "IN THE CART" button. The details given in the order are considered correct by the seller. The condition of the validity of the order is the filling in of all required data in the order form and confirmation by the buyer that he has become acquainted with these terms and conditions.

5.Immediately upon receipt of the order, the seller will send the buyer an acknowledgment of receipt of the order to the email address the buyer entered upon ordering. This acknowledgment is considered to be a contract. Attachment of the confirmation is the current business conditions of the seller. The purchase agreement is concluded by the seller's confirmation of the order at the buyer's email address.

6.If any of the requirements specified in the order can not be met by the seller, the buyer will send a modified offer to his / her email address. The amended offer is considered a new draft Purchase Agreement and the Purchase Agreement is then concluded by a Buyer Acceptance Receipt of this offer by the seller to its email address specified in these Terms and Conditions.

7.All orders accepted by the seller are binding. The buyer may cancel the order until the buyer receives a notice of acceptance of the order by the seller. The buyer may cancel the order by phone on the seller's phone number or email specified in these Terms and Conditions.

8.If an obvious technical error on the part of the seller when the price of the goods is in the online store or during the ordering, the seller is not obliged to deliver the goods to the buyer for this very obviously erroneous price. The seller will inform the buyer of the error without undue delay and will send the buyer a modified offer to his / her email address. The revised bid is considered as a new draft Purchase Agreement, and the Purchase Agreement is then entered into by a Buyer Acceptance Receipt at the seller's email address. 

 

IV. 

CUSTOMER'S ACCOUNT

1.Based on buyer registration made in the online store, buyers can access their customer account. From the customer account, buyers can order goods. The buyer can also order the goods without registration.

2.When registering to a customer account and ordering goods, the buyer is obligated to provide all information correctly and truthfully. The details given in the user account are obligatory for the buyer to update upon any change. The details given by the buyer in the customer account and when ordering the goods are considered correct by the seller.

3.Access to the customer account is secured by username and password. Buyer is required to maintain confidentiality regarding the information necessary to access his customer account. The seller is not responsible for any misuse of the customer account by third parties.

4.The buyer is not authorized to allow the use of the customer account to third parties.

5.The seller may cancel the user account, especially if the buyer does not use his user account any longer, or if the buyer violates his obligations under the sales contract and these terms and conditions.

6.The buyer notes that the user account may not be available continuously, especially with regard to the necessary maintenance of the hardware and software of the seller, maintenance of hardware and software of third parties.

 

V.

PAYMENT TERMS AND DELIVERY OF GOODS

1.The buyer may pay the price of the goods and any costs associated with the delivery of the goods in accordance with the sales contract in the following ways:

  • by wire transfer to the bank account of the seller No. 962481319/0800, maintained with Česká spořitelna,
  • cash on delivery of the goods. 

2.Together with the purchase price, the buyer is required to pay the seller the costs associated with the packaging and delivery of the goods at the agreed rate. Unless otherwise specified, the purchase price and the costs associated with the delivery of the goods are further understood.

3.In the case of cash payments, the purchase price is payable upon receipt of the goods. In the case of a non-cash payment, the purchase price is payable within 7 days of the purchase contract being concluded.

4.In the case of a non-cash payment, the buyer's obligation to pay the purchase price is fulfilled when the relevant amount is credited to the seller's bank account.

5.The seller does not require the buyer any advance or other similar payment in advance. Payment of the purchase price before shipment of goods is not a backup.

6.Under the Sales Records Act, the seller is required to issue a receipt to the buyer. At the same time, it is obliged to register the received revenue with the tax administrator online, in the event of a technical outage not later than 48 hours.

7.The goods are delivered to the buyer:

  • to the address specified by the buyer of the order,
  • personal collection at the seller's premises. 

8.The delivery method is chosen during the ordering of the goods.

9.The cost of delivery of goods, depending on the method of dispatch and receipt of the goods, is stated in the buyer's order and in the order confirmation by the seller. If the mode of transport is agreed upon by a buyer's special request, the buyer bears the risk and any additional costs associated with this mode of transport.

10.If the seller is obliged to deliver the goods in the place specified by the buyer in the order, according to the purchase contract, the buyer is obliged to take over the goods upon delivery. If, for reasons of buyer's side, it is necessary to deliver the goods repeatedly or in a manner other than that stated in the order, the buyer is obliged to pay the costs associated with the repeated delivery of the goods, respectively costs associated with another delivery method.

11.Upon receipt of the goods from the transporter, the buyer is obliged to check the integrity of the packaging of the goods and, in the event of any defects, to notify the transporter without undue delay. In the event of a violation of the packaging indicating unauthorized entry into the consignment, buyer is not required to take delivery of the consignment from the transporter.

12.The seller shall issue to the buyer a tax document - an invoice. The tax document is attached to the goods delivered.

13.The buyer acquires ownership of the goods by paying the entire purchase price for the goods, including delivery costs, but first by taking over the goods. Responsibility for the accidental destruction, damage or loss of the goods passes to the buyer at the moment of taking over the goods or when the buyer was obliged to take over the goods but did not do so in contravention of the purchase contract.

 

VI. 

WITHDRAWAL FROM THE CONTRACT

1.A buyer who has concluded a sales contract outside his or her business as a consumer has the right to withdraw from the sales contract.

2.The withdrawal period is 14 days

  • from the date of receipt of the goods,
  • from the date of receipt of the last delivery of the goods, if the subject of the contract is several types of goods or the delivery of several parts,
  • from the date of receipt of the first supply of goods, if the subject of the contract is a regular repeated supply of goods.

3.The buyer can not, among other things, withdraw from the sales contract:

  • the provision of services if they were fulfilled with his prior express consent before the expiration of the withdrawal period and the seller had informed the buyer, before concluding the contract, that in this case he had no right to withdraw from the contract,
  • the supply of goods or services the price of which depends on financial market fluctuations, irrespective of the seller's will, which may occur during the withdrawal period,
  • the supply of alcoholic beverages which can be delivered only after thirty days and whose price depends on financial market displacements independent of the seller's will,
  • on the supply of goods which has been adjusted according to the buyer's wish or for his person,
  • the supply of perishable goods as well as goods which have been irreversibly mixed with other goods after delivery,
  • the delivery of goods in closed packaging which the buyer has removed from the packaging and for hygienic reasons it can not be returned,
  • delivering an audio or video recording or a computer program if it has broken its original packaging,
  • delivery of newspapers, periodicals or magazines,
  • delivery of digital content if it was not supplied on a physical carrier and was delivered with the prior express consent of the buyer prior to the expiration of the withdrawal period and the seller communicated to the purchaser before the contract was concluded that in this case he had no right to withdraw from the contract,
  • in other cases, mentioned in Section 1837 of the Civil Code. 

4.To comply with the withdrawal period, the buyer must submit a withdrawal notice within the withdrawal period.

5.In order to withdraw from the purchase contract, the buyer may use the sample withdrawal form provided by the seller. Withdrawal from the sales contract will be sent by the buyer to the seller's email address or mailing address specified in these terms and conditions. The seller shall acknowledge receipt of the form without undue delay to the buyer.

6.The buyer who has withdrawn from the contract is obliged to return the goods to the seller within 14 days of withdrawal from the contract to the seller. The buyer bears the cost of returning the goods to the seller, even if the goods can not be returned by their normal postal route.

7.If the buyer withdraws from the contract, the seller shall return all funds, including the delivery costs received from him, in the same manner without delay, but no later than within 14 days of withdrawal. The seller shall return the received money to the buyer in a different way only if the buyer agrees and does not incur any additional costs.

8.If the buyer chooses a different than the cheapest way of delivering the goods the seller offers, the seller returns the buyer the cost of delivering the goods corresponding to the cheapest way of delivering the goods.

9.If the buyer withdraws from the purchase contract, the seller is not obliged to return the received funds to the buyer before the buyer delivers it to the buyer or proves that the goods have been dispatched to the seller.

10.Goods must return the buyer to the seller undamaged, unused and unpolluted and, if possible, in the original packaging. The seller is entitled to indemnify the Seller against the buyer's claim for repayment of the purchase price.

11.The seller is entitled to withdraw from the purchase contract due to the out of stock, the unavailability of the goods, or when the manufacturer, importer or supplier of the goods has interrupted the production or importation of the goods. The seller shall immediately inform the buyer via the e-mail address given in the order and within 14 days of the notice of withdrawal of the Purchase Contract, return all funds, including delivery costs, received by him under the Contract, in the same manner or in the way specified by the Purchaser. 

 

VII. 

RIGHTS FROM DEFECTIVE PERFORMANCE

1.The seller is responsible to the buyer for the goods to be free from defects. In particular, the seller replies to the buyer that at the time the buyer took over the goods:

  • the goods have characteristics that the parties have negotiated and, in the absence of an arrangement, possess such characteristics as the seller or the manufacturer has described or which the buyer expects with regard to the nature of the goods and the advertising they make,
  • the goods are fit for the purpose which the seller indicates or to which goods of this type are normally used,
  • the goods correspond to the quality or performance of the agreed sample or original if the quality or design has been determined on the basis of the agreed sample or original,
  • the goods are in the appropriate quantity, degree or weight and
  • goods comply with legal requirements. 

2.If a defect occurs within six months of receipt of the goods by the buyer, the goods are deemed to have been defective already at takeover. The buyer is entitled to claim the right to a defect that occurs on consumer goods within twenty-four months of the takeover. This provision shall not apply to goods sold at a lower price for a defect for which a lower price has been agreed for the wear and tear of goods caused by its normal use, for the used goods to a defect corresponding to the degree of wear or tear the goods have had at the time of takeover by the buyer from the nature of the goods.

3.In the case of defects the buyer may submit a complaint and request:

  • replacement for new goods,
  • repair of goods,
  • a reasonable discount on the purchase price,
  • withdraw from the contract. 

4.The buyer has the right to withdraw from the contract,

  • if the goods have a material defect,
  • if the item can not be properly used for recurring defects or defects after repair,
  • with a greater number of defects in merchandise. 

5.The seller is obliged to accept a complaint at any establishment where the claim is accepted, possibly also at the registered office or place of business. The seller is required to provide the buyer with a written confirmation of the buyer's right to claim the claim, the claim of the claim and the manner of processing the claim, as well as a confirmation of the date and method of processing the claim, including the confirmation of the repair and its duration, rejection of the complaint.

6.The seller or his authorized representative decides on the claim immediately, in complex cases within three business days. This period does not include the time appropriate to the type of product or service needed to expertly assess the defect. Claims, including the removal of a defect, must be settled without delay, no later than 30 days from the date of the claim, unless the seller and the buyer agree for a longer period. The expiration of this period is considered as a material breach of contract and the buyer has the right to withdraw from the sales contract. The moment when the claim is made is the moment when the buyer's will (application of the right of defective performance) occurs to the seller.

7.The seller shall inform the buyer in writing of the outcome of the claim.

8.The right of defective performance of the buyer does not belong if the buyer knew before the takeover of the thing that the thing was defective or if the buyer caused the defect himself.

9.In the case of a legitimate claim, the buyer has the right to reimbursement of the expense incurred in connection with the claim. This right may be exercised by the buyer at the seller within one month after the expiration of the warranty period.

10.The buyer has a choice of complaint.

11.The rights and obligations of the parties regarding the rights to defective performance are governed by Sections 1914 to 1925, § 2099 to 2117, and § 2161 to 2174 of the Civil Code and by Law No. 634/1992 Coll., On Consumer Protection. 

 

VIII.

DELIVERY

1.The Contracting Parties may deliver all correspondence in writing via electronic mail.

2.Buyer delivers the correspondence to the seller at the email address given in these terms and conditions. Seller sends the correspondence to the buyer at the email address listed in his customer account or in the order. 

 

IX.

OUT-OF-COURT SETTLEMENT OF CONSUMER DISPUTES

1.The Czech Commercial Inspection, with the registered office at Štěpánská 567/15, 120 00 Praha 2, ID: 000 20 869, Internet address: https://adr.coi.cz/cs, is responsible for out-of-court settlement of consumer disputes. The online dispute resolution platform at http://ec.europa.eu/consumers/odr can be used to resolve disputes between the seller and the buyer from the sales contract.

2.European Consumer Center Czech Republic, with its registered office at Štěpánská 567/15, 120 00 Praha 2, Internet address: http://www.evropskyspotrebitel.cz is a contact point according to Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 (EC) No 2006/2004 and Directive 2009/22 / EC (Consumer Dispute Resolution on - line).

3.The seller is authorized to sell the goods on the basis of a trade license. The trade license is carried out within the scope of its competence by the relevant Trade Licensing Office. The Czech Trade Inspection exercises, inter alia, the supervision of the observance of the Consumer Protection Act No. 634/1992 Coll. 

 

X.

FINAL PROVISIONS

1.All arrangements between the seller and the buyer under the laws of the Czech Republic. If a relationship based on a sales contract contains an international element, then the parties agree that the relationship is governed by the law of the Czech Republic. This does not affect the consumer's rights under generally binding legal regulations.

2.The seller is not bound by any codes of conduct in relation to the buyer in the sense of § 1826 (1) e) the Civil Code.

3.All rights to the seller's website, in particular copyrights to the content, including page layouts, photos, films, graphics, trademarks, logos, and other content and elements, belong to the seller. It is forbidden to copy, modify or otherwise use the website or any part thereof without the seller's consent.

4.The seller is not responsible for any errors resulting from third party intervention in the online store or as a result of its use contrary to its intended purpose. Buyers may not use procedures that may adversely affect their operation and may not engage in any activity that could allow them or third parties to tamper with or improperly use software or other components that make up the Internet shop and use the Internet shop or its parts or software in a way that is inconsistent with its purpose or purpose.

5.The buyer hereby takes on the risk of changing circumstances in accordance with Section 1765 (2) of the Civil Code.

6.The Purchase Agreement, including the Terms and Conditions, is archived by the seller in electronic form and is not accessible.

7.The seller may change or add the wording of the business terms. This provision is without prejudice to the rights and obligations arising during the period of validity of the previous version of the terms and conditions.

8.Attachment to the Terms and Conditions is a template for withdrawal. 

 

These Terms and Conditions become effective on May 25, 2018.