Complaints Procedure

This Complaints Procedure explains what to do if goods you bought in the UNYP online store have a defect, and how we handle your complaint. It is part of our Terms and Conditions. Effective from 19 October 2026.

1. Who handles complaints

Seller: REDA a.s., Hviezdoslavova 1456/55d, Slatina, 627 00 Brno, Czech Republic, Company ID: 18828507, VAT ID: CZ18828507.
Email: fp@reda.cz, tel. +420 548 131 271.

2. Your rights

We are responsible for defects the goods have when you receive them, and for defects that appear within 24 months of receipt. Your rights are set out in the Czech Civil Code (Act No. 89/2012 Coll.) and the Consumer Protection Act (Act No. 634/1992 Coll.).

If the goods have a defect, you can ask us to fix it, to supply replacement goods, to reduce the price, or to withdraw from the contract. Which of these applies depends on the type of defect. We will explain your options when we receive your complaint.

A defect is not a result of normal wear and tear, or of damage caused by improper use or care. The goods should be used as intended.

3. How to make a complaint

1. Write to us at fp@reda.cz as soon as you notice the defect.
2. Tell us your name and contact details (phone, email), your order number, the date you received the goods, and a description of the defect. Photos help us a lot.
3. We will confirm that we received your complaint and tell you how to send the goods to us. Please send the goods with proof of purchase.

We will give you written confirmation of when you made the complaint, what you are claiming, and how we will deal with it.

4. How we handle complaints

We decide on your complaint without undue delay, within 3 business days at the latest, unless the nature of the defect requires a longer assessment. We then settle the complaint, including fixing the defect, within 30 days of the complaint being made, unless we agree on a longer period with you. If we cannot meet this, you may withdraw from the contract.

We will give you a written statement of the result. If your complaint is justified, we cover the reasonable costs of sending the goods to us. If we reject the complaint, we will explain why.

5. Refunds

If you are entitled to a refund, we send it to the payment card you used for the order, unless we agree otherwise. Payments are provided by Comgate, a.s. Questions about a refund or a payment complaint: write to fp@reda.cz with your order number, payment date and amount. You can also contact Comgate, a.s., Gočárova třída 1754/48b, Hradec Králové, email podpora@comgate.cz, tel. +420 228 224 267.

6. If we cannot agree

If you are not satisfied with how we handled your complaint, you can turn to the Czech Trade Inspection Authority (Česká obchodní inspekce, www.coi.cz), which handles out-of-court resolution of consumer disputes. You can also go to court.

7. Final provisions

If you simply change your mind, see Return and Exchange. These rules are effective from 19 October 2026.