Complaints Procedure

01Introductory provisions

1. 1.1This complaints procedure sets out how to exercise rights arising from defective performance in respect of products and services of 3DCenter, s.r.o., Reg. No. 19565119, with its registered office at Korunní 2569/108, 101 00 Prague 10 – Vinohrady, Czech Republic (the “Maker”). It forms part of the Maker’s Terms and Conditions (Article 10).
2. 1.2Rights arising from defective performance are governed by Act No. 89/2012 Coll., the Civil Code (the “Civil Code”), in particular Sections 2099 et seq. and, for consumers, also Sections 2158 et seq. This complaints procedure does not limit the Customer’s statutory rights.

02How to make a complaint

1. Write to use-mail [email protected] with the order number, a description and photos
2. We confirm receiptstating the date and content of the complaint
3. We assess the defectusually from photos; otherwise we ask you to send the product
4. We settle itby repair, a new piece or a price reduction, within 30 days for consumers

1. 2.1Make your complaint by e-mail to [email protected], stating:
   • the order number — shown on the quote, the invoice and in the customer link,
   • a description of the defect and when it appeared,
   • photos — an overall view of the product and a close-up of the defect; for transport damage, also the packaging,
   • how you would like the complaint to be settled,
   • your contact details for further communication.
2. 2.2A complaint can also be reported by telephone at +420 602 355 916; please then send the supporting details by e-mail.
3. 2.3The complaint is deemed to have been made on the day the Maker receives the notice of the defect. If any details needed for the assessment are missing, the Maker requests them without undue delay.

03Where to send or bring the product

1. 3.1The Maker assesses most complaints from photos. If the product is needed for assessment or repair, the Maker asks for it to be sent. The product is sent or brought to the production site, not to the registered office:
   Send complaints here Production site Rozvojová zóna 508
   340 21 Janovice nad Úhlavou, Czech Republic

   In person by prior arrangement at +420 602 355 916 or [email protected].

   Mapy.czGoogle Maps

   No collection Registered office Korunní 2569/108
   101 00 Prague 10 – Vinohrady

   Used only as the billing and official correspondence address. Orders and returned goods are not handed over or accepted here.

2. 3.2The product can be brought to the production site in person by prior arrangement. The Maker’s registered office in Prague serves only as the billing and official correspondence address; returned goods cannot be accepted or handed over there.
3. 3.3Please send the product clean and suitably packed so that it is not further damaged in transit, and enclose the order number.

04Periods for reporting defects

1. 4.1The periods run from receipt of the product.
2. 4.2Defects of colour and finish are assessed against the specification stated for the item in the confirmed quote or, where applicable, against the approved sample (Article 6 of the Terms and Conditions).

05Who pays for shipping

1. 5.1For a justified complaint, the Maker reimburses the costs reasonably incurred in making it (Section 1924 of the Civil Code), in particular the cost of sending the product to the production site by the cheapest usual method. The Maker sends the repaired or newly produced product to the Customer at its own expense.
2. 5.2If the Customer sends the product, it must be sent prepaid; the Maker reimburses the costs reasonably incurred once the complaint has been accepted. The Maker does not accept cash-on-delivery shipments.
3. 5.3For an unjustified complaint, the Customer bears the shipping costs; the Maker returns the product at the Customer’s expense or makes it ready for collection at the production site.

06Settlement period and confirmations

1. 6.1The Maker sends the Customer a confirmation of receipt of the complaint by e-mail, stating when it was made, what it concerns and how the Customer wishes it to be settled.
2. 6.2The Maker settles a consumer’s complaint, including removal of the defect, within 30 days of it being made at the latest, unless a longer period is agreed with the consumer. A business customer’s complaint is settled without undue delay, as a rule also within 30 days.
3. 6.3On settlement, the Maker issues a confirmation of settlement stating the date and method of settlement, including confirmation of any repair carried out and its duration, or a written justification if the complaint is rejected.

07Methods of settlement

• 01Repair
• 02New piece
• 03Reasonable price reduction
• 04Withdrawal — in the cases provided by law

1. 7.1A consumer may request removal of the defect by repair or by a new piece, unless the chosen method is impossible or disproportionately costly compared with the other. If the Maker refuses to remove the defect, fails to remove it within a reasonable time, the defect recurs or the defect constitutes a material breach of contract, the consumer may request a reasonable price reduction or withdraw from the contract (Sections 2169 and 2170 of the Civil Code).
2. 7.2For business customers, the method of settlement is governed by Sections 2106 and 2107 of the Civil Code; it is usually a repair, a new piece or a reasonable price reduction.
3. 7.3A new piece is produced to the specification in the confirmed quote.

08What is not a defect

In accordance with Article 6 and Article 9 of the Terms and Conditions, the following in particular are not considered defects:

• visible layer structure and minor marks from support removal,
• a dimensional deviation of up to ±0.2 mm, unless a tighter tolerance has been agreed in the quote,
• a slight difference in shade from an on-screen preview, a photo or a colour chart, differences between material batches, and changes in the shade of glossy, metallic and rainbow materials with light and viewing angle,
• a colour chosen by the Maker for an item marked “at the maker’s discretion” or for an item with no colour specified,
• wear corresponding to normal use and damage caused by improper use, for example exposure to temperatures beyond the properties of the material.

09Out-of-court dispute resolution

If the Maker does not uphold a consumer’s complaint and the consumer disagrees, the consumer has the right to out-of-court resolution of the dispute. The competent body is the Czech Trade Inspection Authority (Česká obchodní inspekce), Štěpánská 796/44, 110 00 Prague 1, www.coi.cz (details at adr.coi.cz). Consumers resident in another EU member state may also contact the European Consumer Centre Czech Republic (www.evropskyspotrebitel.cz).

10Final provisions

This complaints procedure (version 1.0) comes into force on 15 October 2026. The Czech version is published at www.3dcenter.cz/reklamacni-rad.