Returns and complaints

These complaint rules govern how a consumer exercises rights arising from defective performance when buying goods in the Gacha Addicts online shop at gachaaddicts.shop.

Note: This is a translation of the Czech original. In the event of any discrepancy in interpretation between the Czech and English wording, the Czech wording prevails. This does not affect the consumer's mandatory rights under applicable law.

Forms to download

1. The seller

2. Liability for defects

The seller is liable to the buyer for the goods being free of defects on receipt and conforming to the agreed and statutory requirements.

In particular, the goods must match the agreed description, type, quantity and quality, have the agreed characteristics, and be fit for the usual purpose for which goods of that kind are used.

The buyer may report a defect that appears in the goods within two years of receipt.

If a defect appears within one year of receipt, the goods are deemed to have been defective on receipt, unless the nature of the goods or of the defect precludes this.

3. When rights from defective performance do not apply

The buyer has no right arising from defective performance in particular where:

• the buyer caused the defect themselves,
• the goods were damaged by incorrect or inappropriate use,
• the goods were damaged mechanically or by other conduct of the buyer after receipt,
• the matter is ordinary wear and tear caused by normal use of the goods,
• the matter is a characteristic or defect the buyer was specifically informed of before the contract was concluded and expressly agreed to.

Assessment of a complaint always depends on the specific circumstances and the nature of the reported defect.

4. How to file a complaint

The buyer may file a complaint in particular electronically at info@gachaaddicts.shop or in writing at:

We recommend that the complaint state in particular:

• the buyer's name and contact details,
• the order number or other detail allowing the purchase to be traced,
• identification of the goods complained of,
• a description of the defect and how it manifests itself,
• when the defect was discovered,
• the requested method of settling the complaint.

Photographs or video showing the defect may be attached to the complaint.

The buyer may use the Gacha Addicts complaint form, but using it is not a condition of filing a complaint.

5. Handing over the goods complained of

Where physical examination of the goods is necessary to assess or settle the complaint, the buyer shall send or hand over the goods to:

The buyer is obliged to provide the cooperation needed to assess the reported defect.

The seller shall take over the item in order to remedy the defect at its own cost, to the extent laid down by law.

Where a complaint is justified, the buyer is also entitled to reimbursement of costs reasonably incurred in exercising the right arising from defective performance, under the conditions laid down by law.

6. The buyer's rights when filing a complaint

If the goods are defective, the buyer may require the defect to be remedied. At the buyer's choice, they may require:

• repair of the goods, or
• delivery of new goods free of defects,

unless the chosen method is impossible or, compared with the other method, disproportionately costly, having regard in particular to the significance of the defect, the value the goods would have without the defect, and whether the defect can be remedied another way without significant difficulty for the buyer.

The seller may refuse to remedy the defect if doing so is impossible or disproportionately costly, under the conditions laid down by law.

The defect shall be remedied within a reasonable time so as not to cause the buyer significant difficulty.

7. Price reduction or withdrawal from the contract

The buyer may require a reasonable reduction of the purchase price or withdraw from the purchase contract, in particular where:

• the seller refused to remedy the defect or failed to remedy it properly,
• the defect appears repeatedly,
• the defect is a material breach of the contract,
• it is apparent from the circumstances that the defect will not be remedied within a reasonable time or without significant difficulty for the buyer,
• or the complaint is not settled within the statutory or agreed time limit.

The buyer may not withdraw from the contract if the defect is insignificant.

8. Acknowledgement of a complaint

When a complaint is filed, the seller shall issue the buyer a written confirmation containing in particular:

• the date the complaint was filed,
• the content of the complaint,
• the requested method of settlement,
• the buyer's contact details for the purpose of being informed how the complaint was settled.

Where a complaint is filed electronically, this confirmation may be sent to the buyer by e-mail.

9. Time limit for settling a complaint

The complaint, including remedying the defect, will be settled and the buyer informed of the outcome without undue delay, at the latest within 30 days of the day the complaint was filed, unless the seller and the buyer agree on a longer period.

The buyer is obliged to provide the cooperation needed to settle the complaint, in particular to allow examination of the goods complained of where this is necessary to assess the complaint.

Once the time limit for settling the complaint has expired without result, the consumer may, under the conditions laid down by law, withdraw from the contract or require a reasonable price reduction.

10. Information about the progress and outcome of a complaint

Where necessary during the complaint procedure, the seller will contact the buyer primarily via the e-mail address given in the complaint or the order, or via the telephone number provided.

Once the complaint has been settled, the buyer will be informed primarily by e-mail.

The seller shall issue the buyer a confirmation of:

• the date the complaint was settled,
• the method of settlement,
• any repair carried out and how long it took,

or, where the complaint is rejected, shall provide the buyer with written reasons.

11. Guarantee of quality

The buyer's statutory rights arising from defective performance described above are not a voluntary guarantee of quality.

Unless expressly stated otherwise for specific goods, the seller does not provide its own voluntary guarantee of quality beyond the consumer's statutory rights.

Where a voluntary guarantee is provided for specific goods by the manufacturer or another guarantor, its scope and conditions are governed by the relevant guarantee statement. Such a guarantee does not limit the consumer's statutory rights against the seller.

12. Complaint form

To make filing a complaint easier, the buyer may use the form available on the website:

These complaint rules take effect on 10 August 2026.