COMPLAINTS POLICY
Returns and Complaints
Byblos Trade Services, s.r.o. – U KIDS
Valid and effective from: 12 September 2026
Downloads:
1. Introductory Provisions
This Complaints Policy sets out the procedure for exercising rights relating to defective goods purchased through the U KIDS online store at www.ukidsalon.cz or at the U KIDS store.
The seller is Byblos Trade Services, s.r.o., náměstí Republiky 656/8, Staré Město, 110 00 Prague 1, Company ID No.: 26498472, VAT ID No.: CZ26498472, registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, File 85969.
Correspondence address: U KIDS store, Havířská 581/3, Prague 1, 110 00.
Email: info@ukids.cz, telephone: +420 601 564 044.
2. Rights Relating to Defective Goods
The seller is responsible for ensuring that the goods are free from defects upon receipt and conform to the agreed description, type, quantity, quality and other agreed characteristics. The buyer’s rights relating to defective goods are governed by the Civil Code and other applicable legislation.
For consumer sales contracts, the consumer may report a defect that becomes apparent within two years of receiving the goods, to the extent provided by applicable law.
3. How to Submit a Complaint
Complaints may be submitted, in particular, through the “Returns and Complaints” button on www.ukidsalon.cz, by email to info@ukids.cz, in person at the U KIDS store or in writing to the seller’s correspondence address.
When submitting a complaint, the buyer should provide, in particular, their contact details, order number or other proof of purchase, identification of the goods, a description of the defect and the requested remedy. A proof-of-purchase document is not the only means of demonstrating that a sales contract was concluded.
The buyer should present or send the goods in a way that allows the reported defect to be assessed. The seller does not accept parcels sent cash on delivery.
4. Assessment of Complaints
After a complaint is submitted, the seller will issue or send the buyer an acknowledgement stating the date the complaint was submitted, its details and the requested remedy.
The seller will assess and resolve the complaint in accordance with applicable law. If the complaint is justified, the seller will resolve it in a manner appropriate to the nature of the defect and the buyer’s rights.
5. Available Remedies
Depending on the nature of the defect and subject to the conditions laid down by law, the buyer may, in particular, request that the defect be remedied by repair or replacement with a new, defect-free item. In cases specified by law, the buyer may be entitled to a proportionate reduction in the purchase price or to withdraw from the sales contract.
If the seller rejects the complaint, the buyer will be informed of the reason for rejection.
6. Time Limit for Resolving Complaints
For consumers, the seller will resolve the complaint and inform the consumer of the outcome no later than 30 days after the complaint is submitted, unless a longer period is agreed with the buyer. If the complaint is not resolved within the statutory time limit, the consumer may acquire rights under the Civil Code.
7. Costs Associated with Complaints
If a complaint is justified, the consumer is entitled to reimbursement of reasonably incurred costs associated with submitting the complaint, to the extent provided by applicable law.
8. Hygiene and Other Requirements
When handing over goods for assessment of a complaint, the buyer must ensure that the goods are reasonably clean and free from hygiene hazards, insofar as the nature of the goods allows. This requirement must not restrict the buyer’s statutory rights relating to defective goods.
9. Out-of-Court Resolution of Consumer Disputes
In the event of a dispute arising from a sales contract that cannot be resolved directly with the seller, the consumer is entitled to seek out-of-court resolution of the consumer dispute through the Czech Trade Inspection Authority (ČOI).
10. Final Provisions
This Complaints Policy forms part of the documentation of the U KIDS online store and is published at www.ukidsalon.cz. The rights and obligations of the seller and the buyer are governed, in particular, by the Civil Code and the Consumer Protection Act, as amended and in force.
This Complaints Policy is valid and effective from 12 September 2026.