Complaints

Effective from: 14 June 2026

Under the EU Sale of Goods Directive (EU) 2019/771, as implemented in your country of residence, and — as the seller’s home jurisdiction — the Czech Civil Code (Act No. 89/2012 Coll.).

I. Basic provisions

  1. This Complaints Policy governs the rights and obligations of the Buyer and the Seller — P.S.I. DIRECT s.r.o., Company ID (IČO): 01714236, email: info@trendyev.eu — when exercising rights arising from defective performance.
  2. This Complaints Policy is consistent with, and forms part of, the Seller’s Terms & Conditions.

II. Liability for defects

  1. The Seller is responsible to the Buyer for the goods being free of defects upon receipt, in particular that they:
    • have the characteristics agreed between the parties, or as described by the Seller,
    • are fit for the purpose stated by the Seller, or for which goods of this kind are normally used,
    • are supplied in the correct quantity, measure or weight,
    • comply with applicable legal requirements.
  2. A consumer Buyer may claim rights arising from a defect in consumer goods within 24 months of receipt (or the minimum period required by their own country of residence, if longer). For a business Buyer, the period is 12 months unless otherwise agreed.
  3. If a defect appears within the first 12 months, it is presumed to have existed at the time of receipt.

III. How to file a complaint

  1. File your complaint without undue delay after discovering the defect, using one of the following:
    • email to: info@trendyev.eu
  2. When filing a complaint, please include:
    • order number or proof of purchase,
    • description of the defect,
    • your contact details (name, email, phone),
    • your preferred resolution.
  3. Shipping costs to return goods for a complaint are borne by the Buyer. Return shipping back to the Buyer after resolution is borne by the Seller.
  4. Upon receiving a complaint, the Seller will issue written confirmation (complaint record) stating the date filed, its content, and the requested resolution.

IV. Ways a complaint may be resolved

  1. A consumer Buyer may request:
Situation Buyer’s right
Defect is minor (repairable) Free repair or a reasonable price reduction
Defect is major (unrepairable or recurring) Replacement, price reduction, or withdrawal from the contract (refund)
Defect recurs (same defect 3×, or 4+ different defects) Replacement or withdrawal from the contract
  1. The Seller may offer to replace defective goods with defect-free ones even where the Buyer only requested a repair, provided this does not cause the Buyer serious inconvenience.

V. Time limits for resolution

Complaints must be resolved within 30 days of being filed. After this period, the consumer has the right to withdraw from the contract or request a replacement.

  1. The Seller will inform the Buyer of the outcome of the complaint in writing (by email).
  2. Once resolved, the Seller will provide confirmation of the date and manner of resolution, or the reasons for rejection.

VI. Exclusions from liability

The Seller is not liable for defects caused by:

  • incorrect use or storage of the goods,
  • mechanical damage caused by the Buyer,
  • wear and tear from normal use,
  • unauthorised intervention or improper repair,
  • external factors (fire, water, electricity).

VII. Final provisions

  1. This Complaints Policy is effective from 14 June 2026 and is published in the shop.
  2. Matters not covered here are governed by applicable law, including mandatory consumer-protection provisions of the Buyer’s country of residence.