Claims and manufacturing defects (B2B)

COMPLAINTS

It may happen that the shoes have a manufacturing defect and need to be returned. For the simplest and fastest resolution, we recommend the following procedure:

1. Consider whether the complaint is justified – see the most common reasons for unjustified complaints below.
2. Take pictures of the defect in the footwear (ideally multiple photos and close-ups of the defect) and send them to us at info@pegres.cz.
3. We will contact you regarding the resolution of the complaint, or we may ask you to send the shoes for assessment.

If the defect is recognized as a manufacturing defect, we will offer you one of the following solutions: a money refund (credit note) or an exchange for a new pair of shoes."

Unjustified Complaints – Differences Between Lifespan and Warranty

The lifespan of the footwear is determined by the manner and intensity of use – with improper or intense use, it will wear out much sooner than 24 months, and this does not create a right to defective performance. The most common reasons for unjustified complaints are:

• The footwear was used for an inappropriate purpose (e.g., riding a scooter, walking shoes for sports, indoor shoes worn outside, etc.).
• The footwear was used inappropriately, and the defect arose from mechanical wear (most often scuffed toes/insteps from crawling or kneeling).
• The defect was not reported at the moment it occurred, and the goods were continued to be used afterwards, submitted for complaint only after extensive damage (e.g., a hole in the sole, significant separation of the shoe, etc.) and generally heavily worn footwear.
• It concerns poorly chosen footwear (the shoes pinch, fall off, do not fit the foot, etc.).
• The defect is caused by improper care – storage in moisture, lack of regular waterproofing and conditioning, washing, inappropriate cleaning, application of cleaning agents affecting color fastness, drying with radiant heat, in a dryer or with a hairdryer, excessive exposure to sunlight or fluorescent fixtures, and unprofessional intervention by the buyer/consumer.

Do you need help with a complaint? Call us on weekdays from 8 AM to 2 PM at +420 725 451 444 or contact us at info@pegres.cz