Claims and Returns
Complaint Policy
Best Skyline, s.r.o.
Company ID: 19170548
Registered Office:
Konopišťská 2306, 256 01 Benešov
Czech Republic
E-mail: info@3dwood.cz
Website: www.3dwood.cz
Last updated: April 7, 2025
This Complaint Policy outlines the terms and conditions for asserting rights related to defects in work completed by Best Skyline s.r.o., in accordance with § 2099 and following of the Czech Civil Code.
1. General Provisions
The customer is entitled to submit a complaint regarding defects in the completed work if such defects occur within two years from the date of delivery. If a specific contract for work has been concluded with the customer, its provisions shall take precedence over this Complaint Policy.
2. How to Submit a Complaint
Complaints must be submitted in writing via e-mail to info@3dwood.cz or by postal mail to the company's registered office. Please include:
– Order or contract number
– Description of the issue
– Photo documentation (if available)
3. Complaint Handling
Upon receiving the complaint, we will contact the customer within 5 business days. In cases of justified complaints, we commit to rectifying the issue within 30 days of acknowledgement, unless a different agreement is made with the customer.
4. Exclusion of Liability for Defects
This policy does not cover defects caused by improper handling, rough treatment, moisture exposure, or poor maintenance. Natural characteristics of wood (e.g. knots, color differences, texture) are not considered defects unless they contradict the agreed final appearance of the project.
5. Individual Agreements
If a specific contract for work with the customer contains different terms regarding complaint procedures, those terms shall take precedence. This Complaint Policy applies only in areas not otherwise defined by such contract.
Best Skyline, s.r.o.
Company ID: 19170548
Konopišťská 2306, 256 01 Benešov
Czech Republic
E-mail: info@3dwood.cz
Website: www.3dwood.cz
The customer is entitled to submit a complaint regarding defects in the completed work if such defects occur within two years from the date of delivery. If a specific contract for work has been concluded with the customer, its provisions shall take precedence over this Complaint Policy.
Complaints must be submitted in writing via e-mail to info@3dwood.cz or by postal mail to the company's registered office. Please include:
– Order or contract number
– Description of the issue
– Photo documentation (if available)
Upon receiving the complaint, we will contact the customer within 5 business days. In cases of justified complaints, we commit to rectifying the issue within 30 days of acknowledgement, unless a different agreement is made with the customer.
This policy does not cover defects caused by improper handling, rough treatment, moisture exposure, or poor maintenance. Natural characteristics of wood (e.g. knots, color differences, texture) are not considered defects unless they contradict the agreed final appearance of the project.
If a specific contract for work with the customer contains different terms regarding complaint procedures, those terms shall take precedence. This Complaint Policy applies only in areas not otherwise defined by such contract.
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