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PIANTADO

Complaints Procedure

Effective from 11. 10. 2026

1. Scope

This Complaints Procedure governs the buyer's rights arising from defective performance in respect of goods purchased in the Piantado online shop from the seller Tristan Marek, Company ID (IČO) 02201925, Na Maninách 1614/22, 170 00 Praha 7 (pedidos@piantado.cz). It supplements the Terms and Conditions.

2. What the Seller Is Liable For

  1. The seller is liable for ensuring that the goods are free from defects upon receipt: that they correspond to the description, have the characteristics stated for the product, are fit for consumption and are safe for health.
  2. Chilled meat is highly perishable. The seller is liable for defects present upon receipt and for ensuring that, if stored correctly (0–4 °C, vacuum packaging intact), the meat will keep until the "use by" date (spotřebujte do) stated on the label.
  3. Wine and non-perishable goods: the consumer may exercise rights in respect of a defect that becomes apparent within 24 months of receipt; for goods bearing a best-before date (datum minimální trvanlivosti), no later than that date.
  4. A difference between the nominal and the actual weight of meat within the range stated in the Terms and Conditions (no more than +10 %) does not constitute a defect; payment is always made only for the actual weight. The natural characteristics of meat (colour after opening the vacuum packaging, marbling, bone) likewise do not constitute defects.
  5. The seller is not liable for defects caused by improper storage after receipt or by late acceptance of the consignment.

3. How to Make a Complaint

  1. Notify the defect without undue delay: for meat, ideally on the day of receipt, and no later than the "use by" date.
  2. Write to pedidos@piantado.cz stating the order number and a description of the defect, and attach a photograph of the goods, the label and the packaging. Keep the defective meat refrigerated until we have settled the complaint; do not discard it unless we ask you to do so.
  3. Where possible, also report goods with a defect apparent upon receipt (damaged packaging, broken vacuum packaging, warm consignment) to the carrier.
  4. The seller will confirm receipt of the complaint by email and state the date on which it was lodged.

4. Handling of Complaints

  1. The seller will decide on the complaint within 3 working days. A consumer's complaint, including remedying the defect, will be settled no later than 30 days from the date it was lodged, unless the seller and the buyer agree on a longer period.
  2. Depending on the nature of the defect, the buyer is entitled to delivery of new goods, a reasonable reduction of the price, or a refund of the purchase price for the defective goods. For meat, which cannot be repaired, the seller will usually offer a new piece in the next dispatch or a refund.
  3. A justified complaint entails no costs for the buyer; the seller also bears the reasonable costs associated with lodging it.
  4. The seller will inform the buyer by email of how the complaint has been settled.

5. Business Customers

Business customers must notify defects no later than 24 hours after receipt. The provisions of this Complaints Procedure intended for consumers, in particular the 24-month period and the 30-day period for settling complaints, do not apply to business customers.

6. Out-of-Court Dispute Resolution

If the consumer is not satisfied with how the complaint has been settled, they may contact the Czech Trade Inspection Authority (Česká obchodní inspekce) (www.coi.cz), which is competent for the out-of-court resolution of consumer disputes.