Complaints Policy

For the online store operated by
Bubak Company s.r.o., company ID: 04952545
with its registered office at Na Chodovci 2722/56, Záběhlice (Praha 4), 141 00 Praha
at www.berserkr.cz.

Easy product returns: start here.

I. Introductory provisions

1. This Complaints Policy governs the procedure followed by the buyer (the “Buyer”) and the seller, Bubak Company s.r.o. (the “Seller”), when exercising rights arising from defective goods purchased through the online store at www.berserkr.cz.
2. This Complaints Policy forms an integral part of the General Terms and Conditions. By submitting an order, the Buyer confirms that they have read and agree to this Complaints Policy.
3. The rights and obligations of the contracting parties are governed by the Czech Civil Code (Act No. 89/2012 Coll.) and the Czech Consumer Protection Act (Act No. 634/1992 Coll.).
4. The Buyer may be a consumer or a business customer. Both groups are referred to collectively as the “Buyer”.
5. The Seller is a business selling food products, particularly packaged dried meat.

II. The Seller’s responsibility for quality

1. The Seller is responsible to the Buyer for ensuring that the goods are free from defects upon receipt. In particular, the goods must:
   • be in an appropriate condition and of a quality consistent with the nature of the food product;
   • be delivered in intact hygienic packaging;
   • meet statutory safety requirements;
   • correspond to the description of the specific product;
   • be safe for consumption.
2. The Seller is responsible only for defects that were already present when the goods were received.
3. The Seller is not responsible for defects caused by:
   • incorrect storage after receipt;
   • exposure to heat, moisture or other unsuitable conditions;
   • damage to the packaging after receipt;
   • breaking the sealed packaging;
   • the expiry of the best-before period;
   • changes typical of natural dried meat that do not affect its safety for consumption.
4. After payment for the order, a tax invoice is sent to the email address provided by the Buyer when placing the order. It serves as proof of purchase for any claim.

III. Rights arising from defective food products

1. A conventional warranty period does not apply to food products. Liability applies only to defects existing when the goods are received.
2. The goods bear a “best before” or “use by” date.
3. After this date has passed, a claim cannot be made for the goods.
4. The Buyer may make a claim for defects that:
   • already existed upon receipt;
   • make the goods unsuitable for normal consumption;
   • conflict with the description or quality stated in the online store.
5. In accordance with the law, a consumer is entitled to replacement of the goods, a reasonable price reduction, or withdrawal from the contract if the defect is substantial.
6. A business customer must report defects without undue delay after receipt.

IV. Where and how to make a claim

The Buyer may make a claim:

1. By email: info@berserkr.cz.
2. By sending the goods to:
   Bubak Company s.r.o., company ID: 04952545
   K Přehradám 1205, Zbraslav (Praha 5), 156 00 Praha.
3. In person at:
   Bubak Company s.r.o., company ID: 04952545
   K Přehradám 1205, Zbraslav (Praha 5), 156 00 Praha.

Please include:

• your order number;
• your contact details;
• a description of the defect;
• where appropriate, a photograph of the damage, defect or packaging.

Please send the goods clean, complete and suitably packaged to prevent further damage.

V. Claims procedure

1. The Seller will assess the claim without undue delay, within 30 days at the latest.
2. The Buyer will be informed of the outcome by email or telephone.
3. If the claim is justified, the Buyer is entitled to replacement with new goods, a refund of the purchase price, or a reasonable price reduction.
4. If the claim is unjustified (for example, due to unsuitable storage), the goods will be returned to the Buyer at the Buyer’s expense.

VI. Specific provisions for food products

1. If the parcel is visibly damaged upon delivery, we recommend that the Buyer:
   • refuse to accept the parcel;
   • or draw up a report with the carrier;
   • take photographs and contact us.
2. For food products in sealed packaging, claims may only be made for defects that:
   • arose before receipt;
   • were not caused by opening the packaging;
   • do not result from failure to comply with storage conditions.

VII. Costs of claims

1. The Buyer pays the cost of sending the goods concerned. If the claim is justified, the Seller pays the return costs.
2. If the claim is unjustified, the Buyer bears all costs.

VIII. Final provisions

1. This Complaints Policy takes effect on 12 December 2025.
2. The current version is available at www.berserkr.cz/reklamacni-rad.
3. The Seller reserves the right to amend this Complaints Policy. The new version is always published in the online store.
4. This Complaints Policy does not alter the Buyer’s statutory rights under the Czech Civil Code.