COMPLAINTS POLICY FOR CONSUMERS

Libristo Media s.r.o., ID No.: 04448367, VAT ID: CZ04448367, with its registered office at Sychrov 55, 755 01 Vsetín, Czech Republic, limited liability company registered in the Commercial Register maintained by the Regional Court in Ostrava under file No. C 63649, represented by Lukáš Kavina, Václav Kadlec, Josef Žák, executive directors, for the sale of goods and digital content through the e-shop available at https://www.libristo.ie. 

The Complaints Procedure is intended ONLY FOR CONSUMER CUSTOMERS and forms an integral part of the General Terms and Conditions (hereinafter referred to as the "GTC"). This Complaints Procedure is valid from January 15, 2026, and supersedes all previous complaints procedures. The rights of the customer under the law are not affected by these Complaints Procedure Rules. 

Contact: 

Telephone: +420 739 267 744 (available on workdays 8:00-15:30) 

Email: [email protected]

To which address should goods be delivered in the event of a complaint?

Libristo Media s.r.o., Zbrojovacka 1593, 75501 Vsetín, CZ

1. TAKING DELIVERY OF GOODS 

1.1. What defects can be claimed? You can claim any defect that appears in the goods within 24 months of delivery. 

1.2. We are responsible for ensuring that the purchased goods are free of defects upon receipt, have the agreed characteristics, are in the appropriate quantity, measure, or weight, and correspond in quality to our agreement, sample, or model. If a defect appears within 12 months of receipt of the goods, it is assumed that the goods were defective at the time of receipt, unless we prove otherwise. 

1.3. Before accepting the goods from the carrier, please check that the packaging is intact. If the packaging is damaged, please inform the carrier directly, who will retain the shipment and return it to us. 

1.4. After receiving the goods, check them and make sure of their properties (in particular, whether you have received the correct type of goods, whether the goods are of the agreed quality, and whether the goods contain everything they should contain in their packaging). 

1.5. Did you receive something other than what you ordered? Please contact us using our contact form, which you can fill out and send, or contact us by email at [email protected] or by phone at +420 739 267 744. 

2. DEFECT DETECTION OF GOODS AFTER ACCEPTANCE

2.1. How can I return goods? To report defects in goods, you can use our Complaint Form, which you can fill out on our website and send us in mail, send us an email, or call us. You can send the item you are returning to the following address Libristo Media s.r.o., Zbrojovacka 1593, 75501 Vsetín, CZ. We recommend that you always contact our customer service department in advance at [email protected] or by phone at +420 739 267 744, where we will advise you on how to proceed. We will do our utmost to resolve the situation as quickly as possible to your complete satisfaction.

2.2. Time of filing a complaint. The time of filing a complaint is considered to be the moment when we receive information about the complaint from you.

2.3. Confirmation of complaint. After filing a complaint, we will send you a written confirmation by email.

2.4. Return of the goods subject to complaint to us. If it is necessary to return the goods subject to complaint to us, please agree in advance with our complaints department on the method of transporting the goods subject to complaint to us by email at [email protected] or by phone at +420 739 267 744. The customer bears the costs of transporting the goods subject to complaint back to us. Please note that goods sent cash on delivery and/or by other means at our expense will not be accepted by us and will be returned to you at your expense.

2.5. Positive complaint. However, if your complaint is recognized as justified, you are entitled to reimbursement of the costs reasonably incurred in connection with the justified complaint. These costs are understood to be the minimum necessary costs (i.e., the cost of shipping the goods by the cheapest available means of transport). The request for reimbursement of these costs must be made no later than 1 month after the expiry of the deadline for exercising the right arising from defective performance.The request for reimbursement of these costs must be made no later than 1 month after the expiry of the deadline for exercising the right arising from defective performance.

2.6. What should the goods subject to complaint look like? Please return the goods clean, dry, and free of dirt (the goods subject to complaint must comply with general hygiene principles), if possible complete and undamaged (with the exception of the defect subject to complaint).

2.7. Confirmation of receipt. Upon receipt of the goods subject to complaint, you will be sent confirmation of receipt of the shipment with the goods subject to complaint and its contents to your specified email address.

3. IN WHAT CASES ARE WE LIABLE FOR DEFECTS IN THE DIGITAL CONTENT PROVIDED AND IN WHAT CASES ARE WE NOT LIABLE FOR DEFECTS IN THE DIGITAL CONTENT PROVIDED?

3.1 We are responsible to the customer for making the download link available in their user account for the proper provision of digital content.

3.2 We are responsible to the customer for enabling them to download the purchased digital content for a period of 24 months from the purchase of the digital content, but the number of downloads of the purchased digital content is limited to six (6) downloads, unless otherwise agreed.

3.3 Loss of download link. If the customer loses the download link for the digital content, we will obtain a new link through our supplier. However, the condition under point 3.2 of these Complaints Rules (limitation by number of downloads and time) must be met. 

4. CUSTOMER RIGHTS AND OBLIGATIONS RELATED TO THE DELIVERY OF DIGITAL CONTENT

4.1. Obligation to check. The customer is obliged to check whether the link to download the digital content has been made available in their user account. We will display the link in the user account within 2 working days at the latest.

4.2. If I do not receive the link/if it does not work. If you do not receive a unique link to download digital content to your customer email address, or if you do not have this link to download digital content in your user account, or if this link does not work, please contact us at [email protected], and we will check everything. The provision of a unique link is an automated process on our part, but for technical reasons, it may not be sent.

4.3. Download formats. You can download purchased digital content in ePub or PDF format, both of which can also be viewed in Adobe Digital Editions and on eReader devices. When using Adobe Digital Editions, individual purchased digital content can be copied between up to six supported mobile devices, provided that all devices use the same Adobe ID. Purchased digital content will not automatically work on iPad, iPhone, and iPod devices. To use it on these devices, you will need to install the necessary software recommended by the manufacturer of these devices.

4.4. Internet connection. The customer is obliged to ensure that they have a sufficient internet connection and the hardware and software necessary to run the digital content in order to properly access it. The seller is not responsible for defects related to the customer's insufficient internet connection or insufficient hardware and software necessary to access the digital content.

4.5. You are not entitled to rights arising from defective performance if the defect:

4.5.1. you should have recognized with the exercise of normal care at the time of conclusion of the purchase contract, or

4.5.2. if the goods are delivered later than at the time of conclusion of the purchase contract, then directly upon receipt, or

4.5.3. you knew before taking delivery of the goods that they were defective, or

4.5.4 you caused the defect yourself.

5. DETECTING DEFECTS IN DIGITAL CONTENT

5.1 What to do if you detect a defect. You can report a defect in the provision of digital content (your right to complain) that becomes apparent within 24 months of purchasing the unique link.

5.2 Complaint form. You can use our complaint forml to report a defect in the goods. When filling out the form, please include the following information:

5.2.1 order number;

5.2.2 phone number and email address used to order the goods;

5.2.3 a description of the defect in your own words;

5.2.4 the selected method of complaint resolution, which the customer is not entitled to change without our prior consent;

5.2.5 your address.

5.3 Confirmation. After completing and submitting the defect report form, you will receive a confirmation of receipt by email. The moment we receive the defect report from you is considered the moment the complaint is filed.

6. IN WHICH CASES WILL YOUR CLAIM NOT BE ACCEPTED

6.1. Which defects are not covered by our liability? We shall not be liable for the following defects:

6.1.1. that the goods had at the time of delivery and for which we agreed a discount on the purchase price with you;

6.1.2. the defect is not wear and tear caused by normal use, or if it results from the nature of the goods;

6.1.3. the defect is caused by you (e.g., improper storage, improper maintenance, improper use, your intervention or mechanical damage), whether you caused it in conditions corresponding to temperature, dust, humidity, other environmental influences, instructions from us or the manufacturer (care and maintenance instructions), or you consumed the goods, or it results from legal  regulations, as well as in conditions that do not correspond to the above description;

6.1.4. a defect in goods that have been modified by the customer and the defect arose as a result of this modification;

6.1.5. use of the goods in unsuitable conditions that do not correspond to the temperature, dustiness, humidity, chemical and mechanical environmental influences specified by the seller or manufacturer, or resulting from legal regulations;

6.1.6. the defect arose as a result of an external event beyond our control (e.g., a natural disaster) after the goods were taken over. 

7. CHOICE OF COMPLAINT RESOLUTION METHOD

7.1. What you can request. You have the right to request that the defect be removed. You can choose, but your request should not be unreasonable:

7.1.1. repair of the item;

7.1.2. delivery of a new item;

7.1.3. delivery of the missing part.

7.2. Substantial breach of the purchase agreement. If the defect constitutes a substantial breach of the purchase agreement, you will have the right to withdraw from the purchase agreement or request a reasonable discount on the purchase price of the goods.

7.3. When will it be possible to request a discount on the purchase price or withdraw from the agreement? In some situations, it will be possible to request a reasonable discount on the purchase price or withdraw from the purchase agreement. What are the situations in which you can request a reasonable discount on the purchase price or withdraw from the purchase contract and request a refund of the purchase price:

7.3.1. we do not repair or replace the item;

7.3.2. we refuse to remove the defect;

7.3.3. the defect in the goods reappears despite repair or replacement of the item;

7.3.4 the defect is a material breach of contract.

7.4. When can you not withdraw from the contract? If the defect in the goods is only insignificant, you cannot withdraw from the purchase contract.

7.5. You will inform us of the method of handling the complaint. If you do not, we will ask you. You are obliged to inform us of the remedy you have chosen when reporting the defect or without undue delay after reporting the defect. You cannot change your choice without our consent; this does not apply if you request repair of a defect that proves to be irreparable.

7.6. Return of the original goods. When settling a complaint by delivering new goods, you are obliged to return the goods originally delivered to us (unless we agree otherwise).

8. CONCLUDING THE COMPLAINT PROCESS

8.1. When will the complaint process be closed? The Consumer Protection Act gives us 30 days from the date of notification of the defect to process the complaint. In justified cases, the authorized employee may agree on a longer period with the customer. We strive to resolve complaints without undue delay. We strive to process complaints within 3 days; this is our priority.

8.2. Defect assessment. Once the goods subject to complaint have been returned to us, the defect is assessed and we contact the customer with our preliminary opinion.

8.3. If the goods are defective, the complaint process is concluded within 30 days of the defect being reported. If the goods are not found to be defective, you will be informed that your complaint has been rejected.

8.4. After the complaint has been processed, you will be notified of the conclusion of the complaint and asked to collect the goods subject to complaint without undue delay, no later than 30 days from the date on which you were informed of its processing. Alternatively, we will justify the rejection of the complaint. After this period, we are entitled to charge a fee for storing the goods in accordance with § 2120 in connection with § 2159 of the Civil Code. The daily storage fee is 1 EUR. If you wish to have the goods sent to your home after the complaint, we will arrange this at our expense.

8.5. If we refund the purchase price, we will send the cashless purchase price back to the bank account you provide us with without undue delay.

8.6. If you do not collect goods from a settled complaint within 6 months from the date on which you were informed of the settlement, we reserve the right to sell the goods and use the proceeds to cover storage costs.

8.7. Upon receipt of the goods, you are obliged to check them, in particular that the shipment contains everything it should contain. Later objections will not be taken into account.