Complaints policy
Complaints policy
business company Dogs and sport s.r.o.
with registered office at Kurzova 2222/16, 155 00 Prague
identification number: 19817151
registered with the Commercial Register under file number C 392046/MSPH at the Municipal Court in Prague
for the sale of locomotion aids for animals via an on-line shop located at the Internet address: www.animal-prosthetics.com
1. Withdrawal from the contract
All products presented on this website are made to order and according to the customer's specifications. For this reason, the normal withdrawal clause for the purchase of goods on the Internet cannot be applied. The order can be cancelled by agreement, but only within three days of the conclusion of the order. If you have transferred money to our account, it will be refunded in full in this case. After the expiry of the 3-day period from the conclusion of the order, the order cannot be cancelled or withdrawn from the contract.
2. Warranty, product fitting and claims
Each prosthesis or orthosis is made by hand according to a pre-made cast of a specific body part or limb. In spite of this, the product sometimes needs one or more fitting adjustments, which are desirable in order for the product to fit well on the body or limb. This is not a defect, but part of the manufacturing process and is therefore not subject to complaint.
If the customer refuses to cooperate in any way and to follow the instructions of our staff during the testing, adjusting or fitting of the prosthesis (orthosis), or in any way interferes with the interaction during our work, we consider such action to be a gross violation of the terms and conditions and is a legitimate reason for termination of the commercial contract without any claim for compensation. The same conditions apply in the case of inappropriate behaviour towards our employees, such as vulgar language, verbal abuse, threats, etc.
All adjustments to the prosthesis / orthosis will be carried out at the supplier's premises in Hradec Kralove, unless otherwise agreed and the client is obliged to attend the pre-arranged appointment. In the event that the client fails to attend, the supplier is entitled to compensation for loss of time in the amount of 1000 CZK for each missed appointment.
The application of the colouring paper on the plastic material is done under heat treatment and due to this, each piece may have a slightly different texture, texture, colour shade and the final colour shade may vary. This is not a reason for a complaint.
Our products are de facto indestructible, but even the best product needs care and service. Each product comes with an instruction sheet from us which must be followed.
The warranty does not cover normal wear and tear of the product and defects caused by poor or improper care or handling. In particular the following phenomena: Stains from rain and wetting, peeling of the inner insole due to exposure to water, fading or discolouration by the sun and weather, indentations from animal claws, stones and other sharp objects, tearing of the lining or the padding itself by a sharp object, tearing of part of the product by force, "loosening" of the material by normal use, wear and tear of the rubber/sole by normal use, loosening of rivets by normal use of a mobility aid, chewing by animal teeth or tearing of the strap by a sharp object, defects caused by natural disasters, etc.
Any necessary adjustments or repairs during the first two months after receipt of the mobility aid will be made free of charge. Adjustments include grinding the shell, trimming the foam, adding slip and heat treating the shell shape.
When making a claim for a purchased item, please send or bring the claimed item to our office address. However, we recommend that you call us beforehand to discuss the details. You do not need to enclose anything with the shipment as we will recognize our products, just describe the defect on the ticket. Please wrap the goods in packaging so that they do not get damaged, wet, etc. in transit.
Once the claim has been processed, we will send you back the repaired or new goods at our expense within a maximum of 30 days from the date of receipt of the claim. If we are unable to meet this deadline, we will contact you to arrange when the item will be ready.
In terms of the Terms and Conditions of Sale and Complaints, we state that the manufacturer is not liable in cases where the animal does not accept the manufactured mobility aid (refuses to wear it, does not allow it to be fitted, does not want to walk with it, etc.). This case is not subject to claim and no financial compensation is possible, as it is an unpredictable behaviour of the animal that we cannot control.
We reserve the right to charge for product modifications caused by weight loss or gain or other physical changes in the animal (e.g. swelling, etc.).
3. Repair and replacement of parts
In case of normal wear and tear of the product, we offer the possibility of replacement or repair of parts.
Repair and replacement of parts is chargeable.
If the product is under warranty, the buyer is obliged to repair or replace the parts with us. Otherwise, the buyer loses the warranty period for our product.
4. Other arrangements
The device is made to measure, so it cannot be returned. No refunds will be given.
In the case of tumors and impending amputations or other procedures, we recommend that customers have a referral and diagnosis from their veterinarian from at least the last two months. All options have been explained by a medical professional and the customer has chosen to use a device from Animal Prosthetics. Animla Prosthetics works with your veterinarian to determine the most appropriate device for the desired outcome. If the animal has a terminal illness or there has been a change in diagnosis, the customer must consult with the veterinarian for prognosis. If the decision is made to proceed with the order for the device, no refunds will be given if the limb is amputated or the animal dies before or after receiving the product. If no official diagnosis has been made, the customer understands that no refunds will be provided in the event of a new or terminal diagnosis after the order has been placed.
In the event of death of the animal during production, the customer will pay for materials used to date. The remaining amount will be refunded to the customer. The death of the animal must be documented by a certificate from a veterinarian. Otherwise, no financial refund will be given.
If the cast/casting supplied is insufficient or defective, we will immediately inform the client of this fact before production begins. If the client wishes to continue to manufacture the mobility aid even after our recommendation to make a new casting, the client will confirm this in writing and agree to our condition that we are not liable for further additional modifications after the product has been delivered to the client.
All products are manufactured for light duty use. We consider light duty to be quiet and controlled walks of up to 1 hour (on a lead on paved paths). For heavier loads, we are not responsible for the development of blisters and similar problems or the aids sliding off the limb.
5. Out-of-court resolution of consumer disputes
The Czech Trade Inspection Authority is competent for the out-of-court settlement of consumer disputes pursuant to Act No. 634/1992 Coll., on Consumer Protection, as amended. Further information is available on the website www.coi.cz.
Consumers are entitled to use the online dispute resolution platform to resolve consumer disputes in the language of their choice. Consumers can use the platform available on the website https://webgate.ec.europa.eu/odr to do just that.
6. Final provisions
By ordering the goods, the Client confirms that he/she has read the Complaints Policy and agrees to it without any reservations.
The Client is aware of the fact that the goods provided to him are intended exclusively for him.
In the event that any provision of these Complaints Conditions becomes invalid or unenforceable, this shall not affect the validity or enforceability of the remaining provisions.
These Complaints Conditions shall come into force and effect on 23 August 2023.