Complaints Procedure
This Complaints Procedure (“Procedure”) regulates the process of asserting rights arising from defective performance (“liability for defects”) when purchasing pre-owned luxury watches from:
Mint Value s.r.o.
Ostrovní 126/30, 110 00 Prague 1, Czech Republic
Company ID (IČO): 23354712
VAT No.: CZ23354712
Registered with the Municipal Court in Prague, file No. C 425763.
1. Nature of Goods
Mint Value specialises in the sale of pre-owned luxury watches. Each product is unique and may show natural signs of wear consistent with age and previous use. These characteristics do not constitute defects.
The Seller does not provide a commercial (manufacturer-type) warranty unless explicitly stated in the product description.
If the original manufacturer’s warranty is still valid, the Buyer may contact the manufacturer or authorised service centre directly (where available).
2. Scope of Liability for Defects
The Seller is liable only for defects that the item had at the moment the Buyer received it, in accordance with Sections §§ 2099–2117 of the Czech Civil Code.
For pre-owned items, the Buyer may submit a complaint regarding defects within 12 months of receiving the goods, as provided by the Czech Civil Code.
The Seller is not liable for:
- defects caused after handover;
- damage resulting from improper handling, shock, wear or moisture;
- defects caused by unauthorised intervention or modification;
- mechanical damage occurring after first use;
- expected wear and age-related changes.
3. Notification of Defects
The Buyer must inspect the goods immediately upon receipt. Any transport damage must be reported to the courier and the Seller without delay.
If the Buyer believes the item contains a defect that existed at handover, the Buyer must notify the Seller without undue delay by email to sales@mintvalue.eu.
4. How to File a Complaint
To file a complaint, the Buyer must:
- send a written description of the defect;
- provide photographs or video demonstrating the issue;
- provide proof of purchase (invoice);
- send or bring the product back to the Seller for inspection (if requested).
Before returning the item, the Buyer must wait for the Seller’s written instructions. Return shipments must be properly packed and insured; the Buyer is responsible for damage caused by inadequate packaging.
5. Complaint Handling
The Seller will assess the claim within a reasonable period, usually within 30 days, unless a longer period is required due to the nature of luxury mechanical watches.
If a defect existed at the moment of delivery, the Buyer may request:
- repair, or
- a reasonable price reduction, or
- withdrawal from the contract (only if the defect is substantial).
If no defect existed at the moment of delivery, the claim will be refused and the product returned to the Buyer.
6. Exclusions
The following issues are not considered defects:
- normal wear (stretching of bracelet, scratches);
- reduced water resistance due to age or prior servicing;
- accuracy deviations within tolerance for mechanical watches;
- battery depletion in quartz watches;
- defects disclosed before purchase.
7. Data Processing
Personal data relating to complaints is processed in accordance with the Privacy Policy.
8. Out-of-Court Dispute Resolution
Consumer disputes may be resolved out of court through the Czech Trade Inspection Authority (ČOI): www.coi.cz.
9. Contact
Mint Value s.r.o.
Ostrovní 126/30
110 00 Prague 1
Czech Republic
E-mail: sales@mintvalue.eu