WHEN SOMETHING IS NOT RIGHT
Complaints Procedure
We want to resolve complaints clearly and without needless shifting of responsibility. Defects in goods, digital content and services are assessed differently; this document does not limit your statutory rights.
Effective from 12. 8. 2026 · version 1.0
1. Who handles complaints
The seller and provider is KOLIBRI s.r.o., Company ID (IČO) 19370091, VAT ID (DIČ) CZ19370091, Žirovnická 3133/6, 106 00 Prague 10, File No. C 385522, kept by the Municipal Court in Prague. Contact: info@radimcare.cz, +420 601 106 060.
This procedure supplements the terms and conditions. Where the law gives a consumer a more favourable right, the law applies.
2. How to make a complaint
Write to info@radimcare.cz, send the complaint to the registered office address, or arrange a personal handover in advance. State your contact details, the order number, what you are complaining about, how the defect manifests itself, and what resolution you request. Photographs or video help, but are not always a condition for accepting the complaint.
The form from the document centre is voluntary. The date of the complaint is the day it reaches us in a manner that allows it to be assessed.
- hand over goods clean and safely packed, if sending them is necessary
- do not send sensitive personal data unrelated to the defect
- before sending a device, back up your own data where possible and remove access credentials
3. Confirmation and deadline
When a complaint is made, we will issue a written confirmation stating the date, the content of the complaint, the requested manner of resolution and the contact for updates. After resolution, we will issue a confirmation of the date and manner of resolution, or a written justification of rejection.
We will decide on a consumer complaint without undue delay. Resolution, including remedying the defect, must not take longer than 30 days without the consumer's agreement. For businesses, the procedure and deadline are governed by the contract and the law.
4. Goods
Goods are defective in particular where, upon receipt, they lack the agreed or ordinarily expected properties, quantity, quality, accessories or instructions, or are unfit for the agreed or usual purpose. For consumers, rights arising from defects are assessed under the rules in force at the time of purchase.
Depending on the nature of the defect, a consumer may request repair or delivery of a new item; if the chosen remedy is impossible or disproportionate, the other statutory remedies apply, in particular a price reduction or withdrawal from the contract. The specific resolution always depends on the nature of the defect and the statutory conditions.
No right arising from a defect exists in the case of ordinary wear and tear corresponding to use, a defect caused by the customer, or a defect the customer knew about before the purchase and expressly accepted. This assessment cannot be replaced by a blanket statement that any intervention automatically voids all rights.
5. Digital content and software
Digital content or a digital service must conform to the description, scope, functionality, compatibility, support and updates stated before the purchase. When reporting a defect, include the device, operating system, version and the step at which the problem occurs.
We will first attempt to bring the digital performance into conformity. If this is impossible, or if the remedy is not provided within a reasonable time and without significant inconvenience, the consumer is entitled to further rights depending on the seriousness of the defect, including a reasonable price reduction or termination of the obligation, where the statutory conditions are met.
6. Services, installation and tailored solutions
For services, we assess whether the service was performed to the agreed scope, professionally and by the agreed date. A service complaint does not cover a new change to the assignment or work that was not part of the confirmed order or offer.
Depending on the nature of the defect, we will arrange a remedy, repeated or substitute performance, a reasonable price reduction, or another resolution consistent with the contract and the law. In the event of an urgent device safety issue, first limit its use and contact us; RadimCare does not replace an emergency line or a healthcare service.
7. Costs and transport
Before sending a bulky or sensitive device, agree an appropriate procedure with us. For a justified complaint, the consumer is entitled to reimbursement of reasonably incurred costs. We therefore choose the transport method appropriate to the nature of the product and the defect.
Pack the shipment so that no further damage occurs during transport. The mere absence of the original packaging is not in itself an automatic ground for rejecting a complaint.
8. If we cannot agree
Please write to us first at info@radimcare.cz. A consumer may use out-of-court dispute resolution with the Czech Trade Inspection Authority (Česká obchodní inspekce), Ústřední inspektorát - oddělení ADR, Štěpánská 44, 110 00 Praha 1, coi.gov.cz/informace-o-adr.
A defect complaint is not the same as withdrawing from the contract without giving a reason. To withdraw, use the separate model form in the document centre.
