This policy sets out how consumers (hereinafter the “customer”) may exercise:
the right to withdraw from the purchase contract within 14 days,
rights arising from defective performance (claims) for 24 months.
It applies to purchases made in the online store of CIA – Central Information Agency s.r.o. (hereinafter the “seller”).
Contact for returns / claims:
CIA – Central Information Agency s.r.o.
Na Strži 1709/42, 140 00 Prague 4
P.O. Box 54, 140 01 Prague 4
E-mail: support@ciasecured.com
2 Withdrawal from the Contract (14 days)
Period: 14 days from the day of receipt of the goods.
How to withdraw: Send the completed Withdrawal Form (Appendix A) by e-mail or post and wait for an RMA number (not a condition of withdrawal).
Return of goods: Dispatch the goods within 14 days after sending the form.
Refund amount: Within 14 days we will refund the purchase price including the cheapest shipping, but only after receipt of the goods or proof of dispatch.
Buyer’s costs: The direct cost of returning the goods is borne by the customer.
3 Conditions for Returning Goods
The goods must be undamaged, clean, complete and – if possible – in the original packaging.
Attach a copy of the tax document (electronic or printed). If missing, we will request it.
The customer is responsible for secure packaging and transport (insurance recommended).
The seller may deduct a reasonable amount corresponding to the reduction in value of the goods (§ 1833 Civil Code).
4 Permitted Deductions & Costs
More expensive shipping: we refund the price of the cheapest option.
Excessive wear / damage: we deduct the actual loss in value.
Service started within 14 days: we charge a proportional part of the price.
Approved claim: return shipping costs are paid by the seller.
5 Claims (Rights from Defective Performance)
5.1 Time Limits
A defect can be claimed within 24 months of receipt. During the first 12 months it is presumed that the defect already existed at delivery unless we prove otherwise.
5.2 Procedure
Report the defect to support@ciasecured.com – order number, description of the defect, photo.
(Recommended) complete the Claim Form (Appendix B).
After receiving the RMA, send the goods to the stated address.
A receipt confirmation will be sent within 5 working days.
The claim will be resolved within 30 calendar days of receipt.
5.3 Possible Resolutions
repair
replacement
reasonable discount
withdrawal from the contract (refund of the purchase price)
5.4 Consumer Costs
For an approved claim we will reimburse reasonably incurred costs (postage, expert opinion).
Order number: …………………
Purchase date: …………………
Name / company: …………………
Contact e-mail / phone: …………………
I withdraw from the contract for the purchase of the following goods: …………………
Date: …………………
Signature (paper form only): …………………
Appendix B – Claim Form
Order number: …………………
Purchase date: …………………
Name / company: …………………
Contact e-mail / phone: …………………
Description of defect: ………………………………………………………………………
Preferred resolution: repair / replacement / discount / withdrawal
Date: …………………
Signature (paper form only): …………………
