legal
Procedure for exercising rights arising from defective performance when purchasing WeStřik goods. Effective from 15 July 2026.
This Complaints Procedure governs the process for exercising customer rights arising from defective performance when purchasing goods through the WeStřik online store.
The Complaints Procedure forms an integral part of the Terms and Conditions and applies especially to WeStřik canned alcoholic beverages.
Complaints may be submitted by e-mail to reklamace@westrik.cz or in writing to Gastro Lovčenka s.r.o., K vodě 3200/6, Záběhlice, 106 00 Prague 10, Czech Republic.
Phone +420 735 117 497 is intended mainly for quick consultation. A complaint must be demonstrably submitted in writing or by e-mail.
The customer should provide their name, order number, contact e-mail and phone number, description of the defect, number of defective cans, photographs of the defective goods, packaging, batch and minimum durability date, and the preferred way of resolving the complaint.
For beverages, the customer should keep the complained goods if hygiene and safety reasons allow it. Depending on the nature of the complaint, the seller may request return of the goods or additional documentation.
The customer should submit the complaint without undue delay after discovering the defect.
The complaint will be handled without undue delay and no later than 30 days from its submission, unless the seller and the customer agree on a longer period.
The customer will be informed of the result by e-mail or another agreed method.
Depending on the nature of the defect and the specific situation, the customer may request replacement of defective goods, delivery of missing goods, a reasonable discount, refund or another solution agreed with the seller.
The selected remedy is governed by applicable law, the nature of the defect and availability of replacement goods.
The customer is obliged to check the condition of the goods at handover.
For visibly damaged goods, we recommend reporting this immediately at handover and then contacting the seller by e-mail.
Damage should be reported as soon as possible, ideally within 24 hours of receipt, with photographs of the packaging, cans, batch and minimum durability date.
Complaints concerning alcoholic beverages and food goods must be assessed with regard to hygiene, food safety, intact packaging, batch and minimum durability date.
A complaint may be submitted for example in the case of a damaged or leaking can, clearly defective contents, incorrect flavor, missing quantity, damage at handover, goods past minimum durability at delivery, or inconsistency with the order.
The customer should not consume goods where there is a suspicion of health risk, damaged packaging, contamination or another serious defect.
After receiving a complaint, the seller will assess the provided information and may request additional details.
If the complaint is accepted, the seller will offer the customer an appropriate remedy.
For a justified complaint, the seller bears reasonably incurred costs. If funds are returned, they will be returned using the same payment method unless agreed otherwise.
