Complaints and return policy

Returns

If you received an item that doesn't meet your expectations, don't worry! You can exchange unused items within 14 days of delivery. We can refund your money or you can choose a different item.

How to proceed?

1. Pack the item, include a copy of the invoice (or send us the order number), and a cover letter stating whether it is for an exchange or a refund. Include your address, email, phone number, the desired item (in case of an exchange), and your account number (in case of a refund). Optionally, you can send all this information via email as described in step 3.

2. Send the package to:
   Alf & Bet, spol. s r.o.
   Světova 454/2,
   180 00 Prague 8.

3. Please inform us of the return/exchange via email at my@alfabet.coffee or fill out the Withdrawal Form >> Fill out here

Note: Exchange or return is not possible for coffee. The item must be in its original packaging and suitable for resale. Exchange does not cover postage; only the price of the item is refunded.

Complaint Procedure

I. General Provisions

1. This complaint procedure is issued by Alf & Bet, spol. s r.o. with its registered office at Křižíkova 488/115, Karlín, 186 00 Prague, ID: 05557135, registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, Insert 265799 (hereinafter referred to as the "Seller").

2. This complaint procedure contains information about the scope, conditions, and method of exercising the right to defective performance (hereinafter referred to as "complaint") in connection with purchase contracts concluded between the customer and the Seller, along with information on where a complaint can be made.

II. Conditions and Method of Making a Complaint

1. The customer can make a complaint at [insert address of store/company/complaint location, etc.].

2. The customer makes a complaint in person, by mail at Světova 2, 180 00 Prague 8, or by email at my@prague.coffee. The customer proves the purchase of the complained goods with a purchase document.

3. The complaint must be made without undue delay as soon as the defect appears. Any delay in continuing to use the goods may cause a deepening of the defect, degradation of the goods, and may be a reason for rejecting the complaint.

4. A complaint is considered properly made if it does not violate general hygiene principles. The customer must present the complained goods clean, free of all impurities, and hygienically safe. The seller is entitled to refuse to accept goods for the complaint procedure that do not meet the above-mentioned general hygiene principles (especially Decree No. 91/1984 Coll., on measures against communicable diseases).

5. The seller is obliged to issue the customer a written confirmation of when the customer exercised the right, what the complaint contains, and what method of complaint handling the customer requires; and further a confirmation of the date and method of handling the complaint, including confirmation of the repair and its duration, or a written justification for rejecting the complaint.

6. The seller or an employee authorized by him shall decide on the complaint immediately, in complicated cases within three working days. This period does not include the time appropriate to the type of product or service needed for professional assessment of the defect. The complaint, including the removal of the defect, must be handled without undue delay, no later than 30 days from the date of the complaint, unless the seller agrees with the consumer on a longer period. The lapse of this period is considered a substantial breach of the contract.

III. Scope of Rights from Defective Performance

1. The rights and obligations of the Seller and the customer regarding the Seller's warranty for the quality of goods upon acceptance and the customer's rights from defective performance are governed by the applicable general binding regulations (especially the provisions of Section 2161 et seq. of Act No. 89/2012 Coll. (hereinafter referred to as the "Civil Code") and Act No. 634/1992 Coll., on consumer protection (hereinafter referred to as the "Consumer Protection Act").

2. The Seller is liable to the customer that the goods are free from defects upon acceptance. In particular, the Seller is liable to the customer that at the time the customer took over the goods:

   a. the goods have the properties agreed upon between the Seller and the customer, and in the absence of such an agreement, such properties as the Seller or manufacturer described or which the customer expected with regard to the nature of the goods and based on advertising carried out by them,

   b. the goods are suitable for the purpose which the Seller states for their use or for which goods of this type are usually used,

   c. the goods are in the appropriate quantity, measure, or weight, and

   d. the goods comply with the requirements of legal regulations.

3. A defect is not considered to be a change in (the properties of) the goods that occurred as a result of their wear and tear, incorrect use, insufficient or inappropriate maintenance, due to natural changes in the materials from which the goods are made, due to any damage by the customer or a third person, or another incorrect intervention.

4. If a defect appears within six months of acceptance, it is assumed that the goods were defective already upon acceptance.

5. If the goods do not have the properties specified in Article 3.2 above, the customer may also demand delivery of new goods without defects, unless this is unreasonable due to the nature of the defect, but if the defect only concerns a part of the item, the customer may only demand the replacement of the part; if this is not possible, he may withdraw from the contract. However, if this is unreasonable due to the nature of the defect, especially if the defect can be removed without undue delay, the customer has the right to free removal of the defect.

6. The customer has the right to delivery of new goods, or replacement of parts, even in the case of a removable defect, if he cannot use the item properly due to the recurrence of the defect after repair or due to a larger number of defects. In this case, the customer also has the right to withdraw from the purchase contract.

7. If the customer does not withdraw from the purchase contract or does not exercise the right to delivery of new goods without defects, replacement of its parts, or repair of the goods, he may demand a reasonable discount. The customer also has the right to a reasonable discount if the Seller cannot deliver new goods without defects, replace its parts, or repair the goods, as well as if the Seller does not arrange a remedy within a reasonable time or if arranging a remedy would cause significant inconvenience to the customer.

8. The customer is not entitled to rights from defective performance if the customer knew before taking over the goods that the goods have a defect, or if the customer caused the defect himself.

9. The customer is entitled to exercise the right from a defect that occurs in consumer goods within twenty-four months from the acceptance of the goods (with the exception stated in Article 3.8 below). This does not apply:

   a. to goods sold at a lower price for a defect for which the lower price was agreed,

   b. to wear and tear of the goods caused by their usual use, or

   c. if it results from the nature of the item.

10. If defective performance is a substantial breach of the contract, the customer has the right:

    a. to the removal of the defect by delivery of new goods without defects or by delivery of missing goods,

    b. to the removal of the defect by repair of the goods,

    c. to a reasonable discount from the purchase price, or

    d. to withdraw from the contract.

11. The customer shall inform the Seller of the right he has chosen upon notification of the defect or without undue delay after notification of the defect. The customer cannot change the chosen option without the Seller's consent; this does not apply if the customer has requested the repair of a defect that turns out to be irreparable. If the Seller does not remove the defects within a reasonable time or if he informs the customer that he will not remove the defects, the customer may demand a reasonable discount from the purchase price instead of removing the defect, or he may withdraw from the contract. If the customer does not choose his right in time, he has the rights according to Articles 3.12 to 3.14.

12. If defective performance is an insignificant breach of the contract, the customer has the right to removal of the defect, or to a reasonable discount from the purchase price.

13. Until the customer exercises the right to a discount from the purchase price or withdraws from the contract, the Seller can deliver what is missing or remove the legal defect. The Seller can remove other defects according to his choice by repairing the goods or delivering new goods; the choice must not cause unreasonable costs to the customer.

14. If the Seller does not remove the defect in time or refuses to remove the defect, the customer can demand a discount from the purchase price, or he can withdraw from the contract. The customer cannot change the chosen option without the Seller's consent.

IV. Final Provisions

1. The complaint procedure was prepared in accordance with the Civil Code and the Consumer Protection Act.

2. Complaints are handled in accordance with this complaint procedure, the Civil Code, the Consumer Protection Act, and other relevant legal regulations.

3. This complaint procedure becomes valid and effective on April 13, 2021, in Prague.