Complaints Policy

Complaints Policy

This Complaints Policy governs the rights and obligations of the buyer and seller when exercising rights arising from defective performance, in accordance with Act No. 89/2012 Coll. (Civil Code) and Act No. 634/1992 Coll. (Consumer Protection Act).

1. Seller

Asan Oriental Supermarket
Hartigova 1378/97, 130 00 Prague 3
Email: asan.mrkt24@gmail.com
Phone: 602 457 894

2. Warranty Period

All goods purchased in our e-shop are covered by a 24-month warranty from the date of receipt by the consumer, unless otherwise stated. For food products, the minimum durability date or expiry date printed on the packaging applies.

3. Rights from Defective Performance

The buyer has the right to file a complaint if the goods:

  • Do not have the agreed or expected properties,
  • Are not suitable for the purpose stated by the seller or for which goods of this type are normally used,
  • Do not correspond in quality or workmanship to the agreed sample,
  • Are not in the correct quantity, measure or weight,
  • Do not comply with legal requirements.

4. Complaint Procedure

Complaints can be submitted:

  • By email: asan.mrkt24@gmail.com
  • By phone: 602 457 894
  • In person: Hartigova 1378/97, 130 00 Prague 3

When filing a complaint, the buyer must provide proof of purchase (invoice or order confirmation) and describe the defect. We recommend attaching a photo of the defective goods.

5. Complaint Resolution Time

Complaints will be resolved without undue delay, within a maximum of 30 days from the date the complaint is filed, unless the seller and buyer agree on a longer period.

6. Methods of Resolution

Depending on the nature of the defect, the buyer is entitled to:

  • Free repair or replacement of the goods,
  • A reasonable discount on the purchase price,
  • Withdrawal from the contract and a full refund.

7. Out-of-Court Dispute Resolution

In the event of a dispute between the buyer and seller that cannot be resolved by mutual agreement, the buyer may submit a proposal for out-of-court dispute resolution to the Czech Trade Inspection Authority (CTIA):

Czech Trade Inspection Authority
Štěpánská 567/15, 120 00 Prague 2
Website: www.coi.cz

8. Final Provisions

This Complaints Policy is valid from 23 May 2026 and is available at the seller's premises and on their website.