of the company
Orfeo Office, s.r.o.
with its registered office at Chelčického 95/15, 370 01 České Budějovice
Company ID No.: 25176269
VAT ID No.: CZ25176269
registered in the Commercial Register maintained by the Regional Court in České Budějovice, Section C, File No. 7940
Contact and complaints address:
Chelčického 95/13A, 370 01 České Budějovice
E-mail: info@orfeoshop.com
Effective from: 01. 01. 2026
This Complaints Procedure governs the process for exercising rights arising from defective performance in respect of goods purchased from Orfeo Office, s.r.o., in particular through the online store https://www.orfeoshop.com.
For consumers, the relevant provisions of the Czech Civil Code and Act No. 634/1992 Coll., on Consumer Protection, shall apply in particular.
This Complaints Procedure must not be interpreted in a manner that restricts the consumer’s statutory rights.
The Seller is liable to the consumer for ensuring that the goods are free from defects upon receipt.
The goods shall, in particular, correspond to:
the agreed description, type and quantity,
the agreed quality and other agreed characteristics,
the purpose for which the Buyer requires the goods and to which the Seller has agreed,
the usual purpose of goods of this type,
the usual characteristics of goods of the same type,
any sample or model provided before conclusion of the agreement,
and the applicable legal requirements.
If a defect becomes apparent within one year of receipt, the goods shall be presumed to have been defective at the time of receipt, unless the nature of the goods or the defect precludes such a presumption.
The consumer may raise a defect that becomes apparent in the goods within two years of receipt.
Rights arising from defective performance shall not apply, in particular, where the consumer caused the defect themselves.
Normal wear and tear of the product resulting from its ordinary use shall not constitute a defect.
The consumer may make a complaint in particular:
by e-mail: info@orfeoshop.com
in person or in writing:
Orfeo Office, s.r.o.
https://www.orfeoshop.com
Chelčického 95/13A
370 01 České Budějovice
Czech Republic
or by another method enabling the Seller to become aware of the complaint.
For fast and unambiguous processing, we recommend providing:
first name and surname,
order number or another document enabling the purchase to be identified,
identification of the product subject to the complaint,
description of the alleged defect,
when and how the defect occurs,
the method of resolution requested by the consumer,
contact e-mail address and, where applicable, telephone number.
Use of a complaint form is not a condition for the valid submission of a complaint.
If it is not clear from the consumer’s communication whether they are exercising a right arising from defective performance, what defect they are alleging, or what method of resolution they require, the Seller shall without undue delay ask the consumer to clarify the matter and shall provide the necessary information regarding their rights.
A complaint is deemed to have been made at the moment when the consumer’s expression of intent containing notification of the defect reaches the Seller in such a way that the Seller is able to become aware of it.
Therefore, in the case of a complaint submitted by e-mail, prior physical delivery of the goods subject to the complaint is not a condition for making the complaint.
However, where it is necessary to examine the goods in order to assess or remedy the defect, the consumer is obliged to provide the Seller with the necessary cooperation and enable the Seller to examine the product concerned.
Depending on the nature of the product, the Seller may in particular ask the consumer to:
send a photograph or video of the defect,
provide additional information,
send the product for assessment,
deliver the product to the Seller’s premises,
or use another reasonable method enabling the defect to be assessed.
If the consumer fails to provide the necessary cooperation and it is not possible to decide on the complaint or remedy the defect without examining the product, the period for processing the complaint cannot continue to run uninterrupted during the period in which the necessary cooperation is not provided.
When a complaint is made, the Seller shall provide the consumer with written confirmation.
The confirmation shall include in particular:
the date on which the complaint was made,
the content of the complaint and a description of the alleged defect,
the method of resolution requested by the consumer,
the consumer’s contact details for informing them about the outcome of the complaint.
For a complaint submitted by e-mail, the confirmation may be sent electronically to the consumer’s e-mail address.
If the consumer proposes several alternative methods of resolution and it is not clear from the submission which of them they actually require, the Seller shall ask the consumer to clarify the requested right.
If examination of the product is necessary, the consumer shall provide the goods to the Seller for assessment in a manner appropriate to their nature.
The original packaging is not a condition for acceptance of a complaint.
The Seller may not generally make acceptance of a complaint conditional upon the handover of all accessories unless the accessories are necessary for assessing or resolving the specific defect.
If the consumer requests replacement of the product or withdrawal from the agreement, they must be prepared to return the product together with the accessories forming part of the performance being returned.
When sending a coffee machine, grinder, or other higher-value or larger device, we recommend contacting the Seller first in order to agree on a suitable method of transport.
This recommendation is not a condition for the valid submission of a complaint.
For the purpose of remedying a legitimately claimed defect, the Seller shall take over the item at its own expense.
If the complaint is justified, the consumer is entitled to reimbursement of reasonably incurred costs associated with exercising rights arising from defective performance, to the extent provided by law.
For this reason, we recommend contacting the Seller before sending larger or heavier goods so that the Seller may offer a reasonable and economical method of transport.
If the goods are defective, the consumer may request that the defect be remedied.
At their choice, the consumer may request:
repair of the product
or
delivery of a new item free from defects,
unless the chosen method is impossible or disproportionately costly compared with the alternative method.
The Seller may refuse to remedy the defect if doing so is impossible or disproportionately costly, taking into account in particular the significance of the defect and the value of the goods without the defect.
The Seller shall remedy the defect within a reasonable period after it has been reported and without causing significant inconvenience to the consumer.
The consumer may request a reasonable price reduction or withdraw from the purchase agreement, in particular if:
the Seller refuses to remedy the defect,
the Seller fails to remedy the defect properly,
the defect occurs repeatedly,
the defect constitutes a material breach of the agreement,
or it is apparent from the circumstances that the defect will not be remedied within a reasonable period or without significant inconvenience to the consumer.
The consumer may not withdraw from the agreement if the defect is insignificant.
A decision on the complaint shall be made without undue delay.
The consumer’s complaint, including remedying the defect, must be resolved and the consumer must be informed of the outcome no later than 30 days from the date on which the complaint was made, unless the Seller and the consumer agree on a longer period.
A condition for the uninterrupted running of this period is that the consumer provides the Seller with the cooperation necessary to assess and remedy the defect, where required by the nature of the complaint.
If it is necessary to examine the product and, despite a request from the Seller, the consumer fails to provide the product or otherwise enable the defect to be assessed, the Seller cannot be considered in delay with processing the complaint for the period during which the necessary cooperation is lacking.
If the statutory or agreed period expires without the complaint having been resolved, the consumer may request a reasonable price reduction or withdraw from the agreement in accordance with the law.
After the complaint has been resolved, the Seller shall provide the consumer with written confirmation containing:
the date and method of resolution of the complaint,
information about any repair carried out,
the duration of the complaint procedure,
or written reasons for rejecting the complaint.
The consumer shall be informed about the resolution of the complaint using the contact details provided when the complaint was made.
If the complaint is resolved by repair or replacement, the Seller shall inform the consumer that the product is available for collection or that it has been dispatched.
For food products, rights arising from defective performance shall be assessed taking into account the nature of the product, its minimum durability date or use-by date, and the conditions under which it has been stored.
A change caused by improper storage or handling after the consumer has taken possession of the goods cannot be regarded as a defect.
In the case of coffee, tea and other natural products, natural differences may occur between harvests or batches, provided that the agreed or normally expected characteristics of the product are not affected.
When making a complaint concerning electrical equipment, the consumer is obliged to comply with reasonable instructions enabling the product to be safely handed over and diagnosed.
If the defect can be reliably diagnosed on the basis of photographs, video, service diagnostics or remote inspection, the Seller may offer such a procedure to the consumer.
If the manufacturer has designated an authorised service centre for carrying out repairs, the consumer may report the defect to that service centre to the extent provided by law.
This does not affect the consumer’s right to contact the Seller in cases provided for by law.
If the manufacturer or Seller provides a commercial guarantee in addition to statutory rights, it shall be governed by the terms of the relevant guarantee statement.
A commercial guarantee neither reduces nor replaces the consumer’s statutory rights arising from defective performance.
If the Buyer is a business customer acting within the scope of their business activity when concluding the agreement, provisions intended exclusively for the protection of consumers shall not apply.
The business customer is obliged, where possible, to inspect the goods as soon as possible after receipt and to notify the Seller of any identified defects without undue delay.
Complaints made by business customers are not subject to the 30-day consumer complaint period under the Consumer Protection Act.
The business customer’s rights arising from defective performance are governed in particular by the general provisions of the Civil Code and, where applicable, by individually agreed terms.
If a dispute arises between the Seller and the consumer and cannot be resolved directly, the consumer may make use of alternative dispute resolution for consumer disputes.
The competent authority is:
Česká obchodní inspekce
Ústřední inspektorát – oddělení ADR
Gorazdova 1969/24
120 00 Praha 2
E-mail: adr@coi.gov.cz
Website: coi.gov.cz/informace-o-adr/
This Complaints Procedure forms an integral part of the information on rights arising from defective performance provided by the Seller.
If any provision of this Complaints Procedure conflicts with a mandatory provision of applicable law, the statutory provision shall apply.
Contact details for complaints:
Orfeo Office, s.r.o.
https://www.orfeoshop.com
Chelčického 95/13A
370 01 České Budějovice
Czech Republic
E-mail: info@orfeoshop.com
Telephone: +420 734 215 588
This Complaints Procedure is effective from 01. 01. 2026.
