1. How to make a complaint

Our aim is for your BALKNI hangboard to serve you reliably for a long time. If a defect appears in the product you have purchased, you have the right to make a complaint in accordance with applicable law.

You can make a complaint as follows:

1. Email us at ondrej@balkni.cz.
2. Provide your order number and a description of the problem, and ideally attach photos or a video showing the defect.
3. If the product needs to be physically inspected, we will arrange with you for it to be delivered for assessment of the complaint.
4. We will inform you of the outcome of your complaint.

You do not need to use a specific form to make a complaint. However, it is important to describe the defect in sufficient detail and allow it to be assessed.

Contact details for complaints

Ondřej Petr
Address: Nad Vlečkou 738, Orlová, 735 14
Email: ondrej@balkni.cz
Phone: +420 732 331 776

2. What is covered by a complaint

The seller is responsible for ensuring that the product is free from defects when received and conforms to the agreed specifications.

You can make a complaint, for example, about:

• a manufacturing defect that affects the functionality or safety of the hangboard,
• a crack or damage caused by a material or manufacturing defect,
• poor workmanship that affects the product’s functionality,
• the product not matching the characteristics ordered or advertised.

Consumers may report a defect that becomes apparent within two years of receiving the goods. The specific rights and complaint handling process are governed by applicable law.

Natural properties of wood

BALKNI hangboards are handmade from natural wood. Individual pieces may therefore vary slightly in grain pattern, shade, texture and growth rings.

These natural variations are not, by themselves, product defects.

Wood also responds to ambient temperature and humidity. Changes caused by improper storage, prolonged exposure to moisture or incorrect use must be assessed individually.

However, this does not limit the customer’s right to make a complaint about an actual material or manufacturing defect.

3. How we handle complaints

After receiving your complaint, we will confirm receipt and inform you of the next steps.

If your complaint is justified, it will be handled in accordance with applicable law. Depending on the nature of the defect and the legal requirements, this may include:

• repairing the product,
• providing a new, defect-free product,
• a reasonable discount on the purchase price,
• withdrawal from the purchase contract and a refund.

The specific method of handling the complaint depends on the legal requirements and the circumstances of the case.

A consumer complaint, including remedying the defect, will be resolved and the consumer informed of the outcome no later than 30 days after it is made, unless we agree on a longer period.

We will provide you with written confirmation of the outcome of your complaint.

4. Returning goods within 14 days

If you purchased as a consumer through our e-shop, you generally have the right to withdraw from the purchase contract without giving a reason within 14 days of receiving the goods.

We understand that the product may not be right for everyone. If you decide to return the hangboard, please follow these steps.

How to proceed:

1. Email us at ondrej@balkni.cz to let us know that you wish to withdraw from the purchase contract.
2. Provide your order number and the name of the product you are returning. You may use the form below.
3. Send or deliver the hangboard to us no later than 14 days after withdrawing from the contract.
4. Once the legal requirements have been met, we will refund the appropriate amount.

To meet the withdrawal deadline, it is sufficient to send your notice before the deadline expires.

What condition must the goods be in to be returned?

We recommend returning the hangboard complete, securely packaged and, if possible, in its original packaging.

You may inspect and try out the product to the extent necessary to establish its nature, characteristics and functionality.

However, if you handle the hangboard beyond what is necessary for this purpose and thereby reduce its value, you may be liable for the resulting reduction in value to the extent provided by law.

Using the product for a full climbing training session may therefore affect its value upon return.

Who pays for return shipping?

The customer bears the direct costs of returning the goods, unless we have agreed otherwise and provided that you were duly informed of this obligation in advance.

When will we issue a refund?

We will refund your money no later than 14 days after you withdraw from the contract, using the same payment method you used, unless we agree otherwise.

However, we are not required to issue the refund before we receive the returned goods or before you provide proof that you have sent them back, whichever occurs first.

We will also refund the delivery costs for the original order, up to the cost of the least expensive delivery option offered.

Exception for customized products

The 14-day right to withdraw from the contract does not apply in cases specified by law.

This may include, for example, a hangboard made to a customer’s specific individual requirements or customized for their personal needs, provided that the legal conditions for this exception are met.

The fact that a hangboard is handmade or that you chose from the standard options offered does not automatically mean that the product cannot be returned.

5. Sample withdrawal form

You may use this form if you wish to withdraw from a contract concluded through the BALKNI e-shop.

Send the completed form by email or post to the contact details listed below.

To:

Ondřej Petr
Address: Nad Vlečkou 738, Orlová, 735 14
Email: info@balkni.cz

Notice of withdrawal from the purchase contract

I hereby give notice that I am withdrawing from the purchase contract concluded through the BALKNI e-shop.

Order details

Order number: ……………………………………………………

Order date: ……………………………………………………

Date goods received: ………………………………………………..

Name of product being returned: ………………………………………….

Buyer details

First and last name: ……………………………………………………

Address: …………………………………………………………………

Email: ………………………………………………………………….

Phone (optional): …………………………………………………

Refund

I would like the refund to be made using the same payment method used for the original order, unless we agree otherwise.

Bank account number for any payment by another method agreed upon (optional):
……………………………………………………………………………..

Date: ……………………………………………………

Signature (only if submitting the form in hard copy):
……………………………………………………………………………..