Claims and Complaints Policy of the Aeronautica Militare Online store

Aeronautica Czech Republic s.r.o.
Valid from November 11, 2025

Operator:

Aeronautica Czech Republic s.r.o.
U Panelárny 675/5a, 779 00 Olomouc, Czech Republic
Company ID (IČO): 29204739
E-shop: www.aeronauticamilitare.cz
E-mail: eshop@aeronauticamilitare.cz | Tel.: +420 601 368 624

1. Introduction

This Claims and Complaints Policy governs the procedure for exercising rights arising from defective performance in accordance with the Civil Code (Act No. 89/2012 Coll.) and the Consumer Protection Act (Act No. 634/1992 Coll.) when purchasing goods via the online store www.aeronauticamilitare.cz.

2. General Provisions

2.1. A claim may be made by both consumers and business customers purchasing goods.
2.2. Goods must be free from visible defects upon receipt; any apparent damage should be reported immediately to the carrier and to us.
2.3. Defects may be claimed after receipt of the goods. The consumer is entitled to submit a complaint within 24 months of delivery.

3. How to Submit a Claim

3.1. A claim may be submitted in a verifiable manner, in particular:

• By e-mail: eshop@aeronauticamilitare.cz

• By post: Aeronautica Czech Republic s.r.o., U Panelárny 675/5a, 779 00 Olomouc, Czech Republic

• In person: at the company’s registered office, U Panelárny 675/5a, Olomouc

3.2. We recommend using the sample Complaint Form, available on our e-shop as Annex No. 1 to the General Terms and Conditions.

3.3. A complaint must include:

• the buyer’s identification details (name, address, e-mail, phone),

• the order date and number,

• a description of the defect and preferred method of resolution,

• photos or other proof of the defect (if possible).

4. Time Limits and Resolution Procedure

4.1. The Seller shall process the complaint within 30 days of its receipt.
4.2. The complaint may be resolved by:

• repairing the defect or replacing the defective goods,

• providing an appropriate discount on the purchase price,

• withdrawal from the contract, if the defect is substantial, recurring, or cannot be remedied within a reasonable period.
  4.3. If the complaint is found to be justified, we will bear all costs associated with its resolution (including shipping costs for returning or repairing the goods).
  4.4. In the event of a replacement, the buyer must return the original defective goods. The return shipping costs are covered by us.

5. Returning Goods

5.1. Goods must be sent securely packaged to prevent damage during transport.
5.2. Please enclose:

• the completed complaint form or another written description of the defect,

• a copy of the proof of purchase (invoice or order confirmation).

6. Outcome of the Complaint

6.1. You will be informed about the outcome of your complaint via e-mail.
6.2. If the complaint is not justified, you will be notified of the reasons for rejection and any costs related to returning the goods.
6.3. If the complaint is justified, we will cover all costs related to the resolution process.

7. Final Provisions

7.1. This Claims and Complaints Policy forms an integral part of the General Terms and Conditions of the e-shop.
7.2. The Policy is effective from November 11, 2025.
7.3. All disputes regarding complaints shall be governed by the laws of the Czech Republic, in particular the Civil Code and the Consumer Protection Act.