COMPLAINTS POLICY
1. Introductory provisions
These complaints terms govern the conditions for complaints about goods and services at the store:
Maja Bohemia, s.r.o.
Company ID: 27105237
2. Liability for defects and warranty periods
New goods: New goods (frames, sunglasses, accessories) carry a 24-month period for exercising rights arising from defects.
Repairs and service: Repairs and service work (e.g. soldering, replacement of parts outside warranty) carry a 6-month warranty covering the work performed and the material used.
Made-to-order glasses: The seller is responsible for the optical device matching the medical prescription or the results of measurements taken at this store.
3. Warranty exclusions and consumables
The warranty covers manufacturing defects in materials only. It cannot be claimed for:
Normal wear and tear: Natural changes in appearance caused by use (e.g. slight scuffing of the temples, dulling of the material).
Small parts (consumables): The 24-month warranty does not cover natural wear, oxidation or mechanical loss of small consumables such as nose pads, temple tips and screws. These parts are subject to routine maintenance.
Mechanical damage: Damage caused by dropping, rough handling, sitting on the glasses or improper care (e.g. cleaning with unsuitable chemicals, exposure to high temperatures)
4. Right of withdrawal
Goods customised to the consumer's wishes (custom production): Under the Civil Code (Section 1837(d)) the consumer cannot withdraw from a contract for goods made to their requirements. This applies in particular to prescription lenses cut into a frame. If the glasses are made to order without defects, the customer is not entitled to a refund because of a change of mind or subjective dissatisfaction.
When withdrawal is possible: The customer may withdraw from the contract only in the case of an irreparable defect, repeated occurrence of the same defect after repair, or failure to settle a complaint within the statutory 30-day period.
5. Complaint procedure and deadlines
A complaint must be made without undue delay, in person at the store.
A complaint report will be drawn up. The complaint will be settled within 30 days at the latest.
Proof of purchase or the order sheet must be presented (or the purchase proven in another credible way).
6. Out-of-court dispute resolution (ADR)
In the event of an unresolved dispute the consumer may contact the out-of-court dispute resolution body:
The Czech Trade Inspection Authority (ČOI), Štěpánská 44, 110 00 Prague 1, Web: www.adr.coi.cz.
Prague, 1 January 2026