Complaints and Returns Policy

This complaints policy governs the manner and conditions for exercising rights arising from defective performance (complaints) for goods purchased in the online store jetswim.eu, in accordance with the Czech Civil Code and the Consumer Protection Act.

A consumer buyer may exercise their rights from defective performance within 24 months of receiving the goods. A defect means a deviation from the agreed properties of the goods, not damage caused by normal wear, improper use contrary to the installation instructions, or unprofessional handling.

File your complaint by e-mail at info@jetswim.eu. In your message, please include: the order number or proof of purchase, a description of the defect and how it manifests, and, if possible, photos or a video of the defect. Based on this information we will inform you of the next steps — if the unit needs to be physically returned, we will provide shipping instructions.

The complaint, including the removal of the defect, must be settled without undue delay, no later than 30 days from the date the complaint is filed, unless the seller and the buyer agree on a longer period. After this period expires in vain, the buyer has the same rights as in the case of a material breach of contract.

Depending on the nature of the defect, the buyer has the right to a free repair, replacement with new goods, a reasonable discount on the purchase price, or, in the case of a material defect, withdrawal from the contract. The seller decides on the method of resolving the complaint after assessing the defect, taking the buyer’s request into account.

The warranty does not cover wear caused by ordinary use, transport damage caused by evidently improper handling (which must be claimed with the carrier upon receipt), damage caused by installation contrary to the instructions, unauthorized interference with the motor or control unit, or use outside the recommended operating conditions (e.g. water temperature, chemical composition of the pool water beyond the specification).

If a complaint is recognized as justified, the seller covers the cost of shipping the claimed goods back to the buyer. In the case of an unjustified complaint, the seller may require reimbursement of the costs incurred in handling it.

If no agreement is reached between the buyer and the seller, the consumer has the right to address the complaint to the Czech Trade Inspection Authority (www.coi.cz) as the body for out-of-court resolution of consumer disputes, or to the European platform at ec.europa.eu/consumers/odr.