1. This Complaints Procedure applies to complaints concerning the services of arranging the purchase of goods offered by the Operator of the Footballdinho.com online gallery and governs the conditions under which the Operator provides assistance with complaints concerning goods supplied by the Seller, all in accordance with the Operator's Terms and Conditions (hereinafter referred to as the “Complaints Procedure”).

2. The Operator handles complaints relating to the following defective performance of the intermediation services provided:
   a) arranging a Purchase Agreement under which the Customer receives the goods late, contrary to the delivery terms specified in Article 5 of the Terms and Conditions;
   b) arranging a Purchase Agreement under which the Customer does not receive the goods at all;
   c) arranging a Purchase Agreement under which the Customer receives goods different from those whose purchase the Customer requested the Operator to arrange.

3. The following cannot be claimed against the Operator:
   a) the quality of the goods;
   b) the compliance of the goods with applicable norms and standards.
   Complaints concerning defects in the delivered goods shall be handled by the Customer independently and directly with the Seller.

4. In the event of defective performance pursuant to Article 2(a) of this Complaints Procedure, the Customer may exercise the following right:
   a) the right to a discount of 15% of the price paid.

5. In the event of defective performance pursuant to Article 2(b) of this Complaints Procedure, the Customer may exercise the following rights:
   a) the right to have the goods reordered by the Operator;
   b) if the Operator is unable, for any reason, to reorder the goods from the Seller, the Customer shall have the right to withdraw from the Intermediation Agreement and receive a refund of the payment.

6. In the event of defective performance pursuant to Article 2(c) of this Complaints Procedure, the Customer may exercise the following rights:
   a) the right to a discount of 15% of the price paid;
   b) the right to have the goods reordered by the Operator;
   c) if the Operator is unable, for any reason, to reorder the goods from the Seller, the Customer shall have the right to withdraw from the Intermediation Agreement and receive a refund of the payment.

7. The Operator offers the Customer, free of charge, assistance in arranging a complaint concerning the goods with the Seller, provided that no more than 14 (fourteen) days have elapsed since delivery of the goods and that the goods subject to the complaint are delivered to the Operator's address within this fourteen-day period. The Customer shall bear the costs of delivering the goods to the Operator's address. After the expiry of the period specified in the preceding sentence, the Customer shall address any complaint concerning the goods directly to the Seller.

8. The Customer shall submit a complaint by sending a duly completed complaint form in writing to the Operator's address (Quincy s.r.o., P.O. Box 20, Hradební 11, 541 01 Trutnov, Czech Republic). If the Customer submits a complaint concerning defective performance pursuant to Article 2(c) of this Complaints Procedure or requests free assistance with a complaint concerning the goods in accordance with the conditions set out in Article 7 of this Complaints Procedure, the Customer shall send the goods together with the completed complaint form to the Operator's address.

9. The Operator shall decide on the complaint immediately upon receipt; in complex cases, within three business days. This period shall not include a reasonable period required, depending on the type of product or service, for professional assessment of the defect. The complaint, including the remedy of the defect, shall be resolved without undue delay and no later than 30 days from the date on which the complaint was submitted, unless the Operator and the Customer agree on a longer period.

10. If the Customer requests the free arrangement of a complaint concerning the goods with the Seller in accordance with the conditions specified in Article 6 of this Complaints Procedure, the Operator shall handle the complaint no later than 30 days from the date of receipt of the request for the complaint arrangement service, unless the Operator and the Customer agree on a longer period.

11. The Operator shall notify the Customer of the resolution of the complaint without undue delay after the complaint has been resolved.

12. A Customer who is a consumer has the right, under consumer protection legislation, to alternative dispute resolution of a consumer dispute arising from a consumer contract (hereinafter referred to as a “Consumer Dispute”). If a Consumer Dispute arises between the Operator and the Customer acting as a consumer and cannot be resolved by mutual agreement, the Customer may submit a request for alternative dispute resolution of such dispute to the designated alternative dispute resolution body, namely the European Commission, at: http://ec.europa.eu/consumers/odr/

This Complaints Procedure shall enter into force on 1 June 2026.