Complaints Procedure

This complaints procedure governs the rights arising from defective performance when purchasing in the ManaVault e-shop operated by BTCin Corporate s.r.o., and is governed in particular by the Czech Civil Code and the Consumer Protection Act.

1. Liability for defects

The seller is liable to the buyer for the goods being free of defects upon receipt and having the properties described by the seller or the manufacturer. A consumer is entitled to notify a defect that appears within 24 months of receipt.

The warranty does not cover defects caused by normal wear and tear, improper use or storage, mechanical damage after receipt, or the proportionate wear of collectible cards corresponding to their described condition.

2. Making a claim

Please make your claim without undue delay:

• by e-mail to obchod@btcin.cz (describe the defect and attach photographs), or
• in person or by sending the goods to the store address: Otýlie Beníškové 6, 301 00 Plzeň, Czech Republic.

Please provide proof of purchase (the order number is sufficient), a description of the defect and your preferred way of settlement.

3. Settlement of the claim

The seller decides on the claim immediately, in complex cases within 3 working days. The claim, including the removal of the defect, is settled without undue delay and no later than 30 days from the day it was made, unless a longer period is agreed with the buyer. We will inform you of the outcome by e-mail.

4. Rights arising from defective performance

If the defect can be remedied, the buyer has the right to have it removed free of charge or to delivery of a new item or part. If this is not possible, the buyer may request a reasonable discount or withdraw from the contract. In the event of a material breach of contract, the buyer has the rights under Section 2106 of the Civil Code.

5. Out-of-court settlement of disputes

The body competent for the out-of-court settlement of consumer disputes is the Czech Trade Inspection Authority, adr.coi.cz. See also the Terms and conditions.