{"id":2015,"date":"2020-11-11T16:50:23","date_gmt":"2020-11-11T16:50:23","guid":{"rendered":"https:\/\/money2022.localhost\/novinky-a-tipy\/reseni-reklamaci-na-co-si-jako-podnikatele-musite-dat-pozor\/"},"modified":"2024-09-13T16:57:05","modified_gmt":"2024-09-13T14:57:05","slug":"reseni-reklamaci-na-co-si-jako-podnikatele-musite-dat-pozor","status":"publish","type":"post","link":"https:\/\/money.cz\/novinky-a-tipy\/podnikani\/reseni-reklamaci-na-co-si-jako-podnikatele-musite-dat-pozor\/","title":{"rendered":"\u0158e\u0161en\u00ed reklamac\u00ed: kdy m\u00e1 z\u00e1kazn\u00edk n\u00e1rok na vr\u00e1cen\u00ed pen\u011bz a v\u00fdm\u011bnu zbo\u017e\u00ed?"},"content":{"rendered":"<h2>Jak\u00e1 je z\u00e1ru\u010dn\u00ed doba<\/h2>\n<p>Nejprve si mus\u00edme ujasnit, jak\u00e1 je z\u00e1ru\u010dn\u00ed doba. <a href=\"https:\/\/www.zakonyprolidi.cz\/cs\/2022-374\" target=\"_blank\" rel=\"noopener\">Novela z\u00e1kona o ochran\u011b spot\u0159ebitele a ob\u010dansk\u00e9ho z\u00e1kon\u00edku<\/a> toti\u017e upravila n\u011bkter\u00e1 star\u0161\u00ed pravidla. St\u00e1le ale plat\u00ed, \u017ee <strong>b\u011b\u017en\u00e1 z\u00e1ru\u010dn\u00ed doba je 24 m\u011bs\u00edc\u016f<\/strong>. U pou\u017eit\u00e9ho zbo\u017e\u00ed p\u0159itom m\u016f\u017ee b\u00fdt jen polovi\u010dn\u00ed \u2013 12 m\u011bs\u00edc\u016f.<\/p>\n<p>Z\u00e1ruka se vztahuje<strong> pouze na v\u00fdrobn\u00ed vady<\/strong>. Tedy na takov\u00e9, kter\u00e9 zbo\u017e\u00ed m\u011blo u\u017e v dob\u011b prodeje. Prod\u00e1vaj\u00edc\u00ed tedy p\u0159i reklamaci ov\u011b\u0159uje, jestli reklamovan\u00e1 porucha t\u00e9to definici odpov\u00edd\u00e1.<\/p>\n<p>S odli\u0161nou z\u00e1ru\u010dn\u00ed dobou se setk\u00e1te p\u0159i n\u00e1kupu \u201ena I\u010cO\u201c. V takov\u00fdch p\u0159\u00edpadech dvoulet\u00e1 lh\u016fta neplat\u00ed a p\u0159esn\u00e9 podm\u00ednky <strong>vych\u00e1zej\u00ed z ujedn\u00e1n\u00ed stanoven\u00e9ho ve smlouv\u011b<\/strong>. Zbo\u017e\u00ed tak nemus\u00ed m\u00edt z\u00e1ruku v\u016fbec, nebo naopak m\u016f\u017ee m\u00edt dvouletou z\u00e1ru\u010dn\u00ed dobu stejn\u011b jako p\u0159i prodeji koncov\u00fdm z\u00e1kazn\u00edk\u016fm.<\/p>\n<p>V praxi je ale p\u0159i prodeji podnikatel\u016fm <strong>nejb\u011b\u017en\u011bj\u0161\u00ed 12m\u011bs\u00ed\u010dn\u00ed z\u00e1ru\u010dn\u00ed doba<\/strong>.<\/p>\n<p>Se z\u00e1rukou souvis\u00ed tak\u00e9 <strong>lh\u016fta pro odstoupen\u00ed od smlouvy<\/strong>, kter\u00e1 je p\u0159i prodeji na d\u00e1lku (nap\u0159\u00edklad p\u0159es e-shop nebo po telefonu) 14 dn\u00ed. V takov\u00fdch p\u0159\u00edpadech m\u016f\u017ee klient odstoupit od smlouvy bez ud\u00e1n\u00ed d\u016fvod\u016f. Jako podnikatel mus\u00edte toto odstoupen\u00ed p\u0159ijmout a nesm\u00edte z\u00e1kazn\u00edka sankcionovat.<\/p>\n<h2>Na co m\u00e1 z\u00e1kazn\u00edk n\u00e1rok<\/h2>\n<p>Pokud z\u00e1kazn\u00edk <strong>b\u011bhem z\u00e1ru\u010dn\u00ed doby<\/strong>\u00a0objev\u00ed u zbo\u017e\u00ed vadu, m\u00e1 mo\u017enost jej reklamovat. Jako kompenzaci p\u0159itom m\u016f\u017ee po\u017eadovat<\/p>\n<ul>\n<li>dopln\u011bn\u00ed chyb\u011bj\u00edc\u00edch \u010d\u00e1st\u00ed zbo\u017e\u00ed,<\/li>\n<li>slevu z kupn\u00ed ceny,<\/li>\n<li>v\u00fdm\u011bnu zbo\u017e\u00ed (nebo vadn\u00fdch sou\u010d\u00e1st\u00ed),<\/li>\n<li>opravu<\/li>\n<li>nebo odstoupen\u00ed od smlouvy (tj. vr\u00e1cen\u00ed pen\u011bz).<\/li>\n<\/ul>\n<p>Neplat\u00ed, \u017ee z\u00e1kazn\u00edk m\u00e1 p\u0159i ka\u017ed\u00e9 reklamaci automaticky n\u00e1rok na kteroukoliv z v\u00fd\u0161e uveden\u00fdch mo\u017enost\u00ed. V praxi se to ale d\u011bje \u2013 kupuj\u00edc\u00ed <strong>\u010dasto po\u017eaduj\u00ed odstoupen\u00ed od smlouvy<\/strong> a vr\u00e1cen\u00ed pen\u011bz, i kdy\u017e na n\u011bj <strong>v\u016fbec nemaj\u00ed n\u00e1rok<\/strong>. A jste to vy, podnikatel\u00e9, kdo si to mus\u00ed ohl\u00eddat.<\/p>\n<p>Z\u00e1kazn\u00edci v r\u00e1mci reklamace nej\u010dast\u011bji \u017e\u00e1daj\u00ed v\u00fdm\u011bnu zbo\u017e\u00ed nebo odstoupen\u00ed od smlouvy, proto tyto dva p\u0159\u00edpady rozebereme podrobn\u011bji.<\/p>\n<h2>V\u00fdm\u011bna zbo\u017e\u00ed<\/h2>\n<p>Plat\u00ed, \u017ee na v\u00fdm\u011bnu zbo\u017e\u00ed z\u00e1kazn\u00edk <strong>nem\u00e1 n\u00e1rok<\/strong>, pokud<\/p>\n<ul>\n<li>koupil ji\u017e pou\u017eit\u00e9 nebo vadn\u00e9 zbo\u017e\u00ed se slevou,<\/li>\n<li>je vadn\u00e1 pouze \u010d\u00e1st v\u00fdrobku (pak m\u00e1 n\u00e1rok pouze na v\u00fdm\u011bnu t\u00e9to \u010d\u00e1sti)<\/li>\n<li>nebo zbo\u017e\u00ed ji\u017e nen\u00ed k dispozici, nap\u0159\u00edklad se u\u017e nevyr\u00e1b\u00ed.<\/li>\n<\/ul>\n<p>Z\u00e1kon z\u00e1rove\u0148 uv\u00e1d\u00ed, \u017ee v\u00fdm\u011bnu zbo\u017e\u00ed m\u016f\u017ee z\u00e1kazn\u00edk po\u017eadovat pouze p\u0159i <strong>podstatn\u00e9m poru\u0161en\u00ed smlouvy<\/strong>. To znamen\u00e1, \u017ee zbo\u017e\u00ed nepln\u00ed zam\u00fd\u0161lenou funkci a v p\u0159\u00edpad\u011b, \u017ee by to z\u00e1kazn\u00edk p\u0159edem v\u011bd\u011bl, by si takov\u00e9 zbo\u017e\u00ed v\u016fbec nekoupil.<\/p>\n<p>Myslete i na to, \u017ee \u017e\u00e1dost o v\u00fdm\u011bnu zbo\u017e\u00ed mus\u00ed b\u00fdt <strong>\u00fam\u011brn\u00e1 povaze z\u00e1vady<\/strong>. Pokud tedy lze z\u00e1vadu jednodu\u0161e opravit nebo vy\u0159e\u0161it, z\u00e1kazn\u00edk na v\u00fdm\u011bnu n\u00e1rok nem\u00e1.<\/p>\n<h2>Odstoupen\u00ed od smlouvy a vr\u00e1cen\u00ed pen\u011bz<\/h2>\n<p>Mezi z\u00e1kazn\u00edky je tato forma reklamace nejobl\u00edben\u011bj\u0161\u00ed, ale podle z\u00e1kona k n\u00ed lze p\u0159istoupit pouze v z\u00e1va\u017en\u00fdch p\u0159\u00edpadech. Odstoupen\u00ed od smlouvy je toti\u017e<strong> pro v\u00e1s jako podnikatele extr\u00e9mn\u011b nev\u00fdhodn\u00e9<\/strong> \u2013 mus\u00edte kupuj\u00edc\u00edmu vr\u00e1tit pen\u00edze, dostanete zp\u011bt vadn\u00e9 zbo\u017e\u00ed a je\u0161t\u011b plat\u00edte n\u00e1klady spojen\u00e9 s reklamac\u00ed, \u010dili nap\u0159\u00edklad n\u00e1klady z\u00e1kazn\u00edka na p\u0159epravu zbo\u017e\u00ed k reklamaci a zp\u011bt.<\/p>\n<p>Z\u00e1kazn\u00edk <strong>m\u00e1 na vr\u00e1cen\u00ed pen\u011bz n\u00e1rok, pokud<\/strong><\/p>\n<ul>\n<li>vada zp\u016fsobuje podstatn\u00e9 poru\u0161en\u00ed smlouvy (viz v\u00fd\u0161e),<\/li>\n<li>vadu nelze opravou odstranit a zbo\u017e\u00ed nelze vym\u011bnit (nap\u0159\u00edklad se u\u017e nevyr\u00e1b\u00ed),<\/li>\n<li>stejn\u00e1 vada se na v\u00fdrobku objevila u\u017e pot\u0159et\u00ed za sebou, p\u0159\u00edpadn\u011b m\u00e1 v\u00fdrobek t\u0159i z\u00e1sadn\u00ed vady<\/li>\n<li>nebo jste nedodr\u017eeli lh\u016ftu pro vy\u0159\u00edzen\u00ed reklamace (ze z\u00e1kona je to 30 kalend\u00e1\u0159n\u00edch dn\u00ed, po dohod\u011b se z\u00e1kazn\u00edkem ji ale m\u016f\u017eete prodlou\u017eit).<\/li>\n<\/ul>\n<p>U 30denn\u00ed lh\u016fty plat\u00ed, \u017ee s v\u00e1mi <strong>z\u00e1kazn\u00edk mus\u00ed spolupracovat<\/strong>. Nen\u00ed nap\u0159\u00edklad mo\u017en\u00e9, aby ozn\u00e1mil reklamaci zbo\u017e\u00ed a n\u00e1sledn\u011b v\u00fdrobek zadr\u017eoval u sebe a znemo\u017e\u0148oval v\u00e1m odborn\u011b posoudit vady. V takov\u00e9m p\u0159\u00edpad\u011b by pak nemohl uplatnit sv\u016fj n\u00e1rok na vr\u00e1cen\u00ed pen\u011bz z d\u016fvodu vypr\u0161en\u00ed lh\u016fty.<\/p>\n<figure id=\"attachment_90261\" aria-describedby=\"caption-attachment-90261\" style=\"width: 668px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"size-single-post-thumb wp-image-90261\" src=\"https:\/\/money.cz\/novinky-a-tipy\/wp-content\/uploads\/sites\/2\/2022\/01\/service-428540_1280-1.jpg\" alt=\"\" width=\"668\" height=\"442\" \/><figcaption id=\"caption-attachment-90261\" class=\"wp-caption-text\">Z\u00e1kazn\u00edci \u010dasto \u017e\u00e1daj\u00ed vr\u00e1cen\u00ed pen\u011bz, mnohdy ale reklamaci vy\u0159\u00edd\u00edte opravou.<\/figcaption><\/figure>\n<h2>Na kom le\u017e\u00ed d\u016fkazn\u00ed b\u0159emeno?<\/h2>\n<p>Prodejci a z\u00e1kazn\u00edci se \u010dasto h\u00e1daj\u00ed o to, kdo vlastn\u011b mus\u00ed prokazovat, zda v\u00fdrobek je, nebo nen\u00ed vadn\u00fd. I na to z\u00e1kony pamatuj\u00ed.<\/p>\n<p>Od roku 2023 plat\u00ed, \u017ee kdy\u017e kupuj\u00edc\u00ed zjist\u00ed vadu <strong>v prvn\u00edch 12 m\u011bs\u00edc\u00edch od koup\u011b<\/strong>, le\u017e\u00ed d\u016fkazn\u00ed b\u0159emeno <strong>na prod\u00e1vaj\u00edc\u00edm<\/strong>. P\u0159edpokl\u00e1d\u00e1 se toti\u017e, \u017ee jde o v\u00fdrobn\u00ed vadu a zbo\u017e\u00ed bylo vadn\u00e9 u\u017e v den n\u00e1kupu. Vy jako\u017eto podnikatel mus\u00edte dok\u00e1zat, \u017ee je zbo\u017e\u00ed v po\u0159\u00e1dku (nap\u0159\u00edklad znaleck\u00fdm posudkem), nebo \u017ee z\u00e1vadu zp\u016fsobil z\u00e1kazn\u00edk t\u00edm, \u017ee nedodr\u017eel obecn\u00e9 z\u00e1sady zach\u00e1zen\u00ed s v\u011bc\u00ed (nap\u0159\u00edklad s n\u00ed nezach\u00e1zel opatrn\u011b a produkt se rozbil p\u0159i p\u00e1du na zem). Pokud to tak nen\u00ed, jste povinni reklamaci p\u0159ijmout a vy\u0159\u00eddit.<\/p>\n<p>Jestli\u017ee se ale vada projev\u00ed a\u017e <strong>po 12 m\u011bs\u00edc\u00edch<\/strong>, mus\u00ed d\u016fkazy o z\u00e1vad\u011b dolo\u017eit <strong>kupuj\u00edc\u00ed<\/strong>. V p\u0159\u00edpadn\u00e9m sporu tak mus\u00ed z\u00e1kazn\u00edk prok\u00e1zat (op\u011bt nap\u0159\u00edklad znaleck\u00fdm posudkem), \u017ee nen\u00ed za vadu zodpov\u011bdn\u00fd a \u017ee vin\u00edkem je prodejce.<\/p>\n<h2>Jak byste to m\u011bli \u0159e\u0161it v praxi?<\/h2>\n<p>Z\u00e1kony jsou jedna v\u011bc, dobr\u00e1 praxe druh\u00e1. <strong>Vst\u0159\u00edcn\u00e1 reklama\u010dn\u00ed politika<\/strong> v\u010detn\u011b poskytov\u00e1n\u00ed nadstandardn\u00ed z\u00e1ru\u010dn\u00ed doby je jedn\u00edm z n\u00e1stroj\u016f konkuren\u010dn\u00edho boje a zejm\u00e9na u velk\u00fdch prodejc\u016f nebo e-shop\u016f m\u016f\u017ee b\u00fdt d\u016fvodem ke spokojenosti nebo nespokojenosti velk\u00e9ho procenta z\u00e1kazn\u00edk\u016f.<\/p>\n<p>Citliv\u00fd p\u0159\u00edstup k reklamac\u00edm v\u00e1m umo\u017en\u00ed n\u00e1stroj, ve kter\u00e9m si reklamace jednodu\u0161e evidujete a vyhodnocujete. Nap\u0159\u00edklad v <a href=\"https:\/\/money.cz\/vlastnosti\/servis-s3\/\">modulu Servis<\/a> v ekonomick\u00e9m syst\u00e9mu Money S3 m\u016f\u017eete u ka\u017ed\u00e9 reklamace <strong>sledovat historii oprav u dan\u00e9ho klienta i jeho platebn\u00ed mor\u00e1lku<\/strong>.<\/p>\n<p>V praxi to ud\u011bl\u00e1te tak, \u017ee \u201eprobl\u00e9mov\u00fdm\u201c klient\u016fm vy\u0159e\u0161\u00edte reklamaci striktn\u011b podle z\u00e1kon\u016f. A t\u011bm, se kter\u00fdmi m\u00e1te skv\u011bl\u00e9 vztahy, vyjdete vst\u0159\u00edc a klidn\u011b vym\u011bn\u00edte zbo\u017e\u00ed, kter\u00e9 byste jinak podle z\u00e1kona nemuseli.<\/p>\n<p>Pokud si chcete v\u0161e nejd\u0159\u00edv otestovat, abyste vid\u011bli, jak v\u00e1m Money S3 s modulem Servis usnadn\u00ed pr\u00e1ci, m\u00e1me jednoduch\u00e9 \u0159e\u0161en\u00ed. <a href=\"https:\/\/money.cz\/cenik-s3\/vyzkouset-money-s3\/\">Vyzkou\u0161ejte si v\u0161e zdarma<\/a>. Program ve <strong>verzi Start m\u016f\u017eete pou\u017e\u00edvat po neomezen\u011b dlouhou dobu<\/strong>, limitov\u00e1ni jste pouze po\u010dtem vystaven\u00fdch doklad\u016f.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Jak\u00e1 je z\u00e1ru\u010dn\u00ed doba Nejprve si mus\u00edme ujasnit, jak\u00e1 je z\u00e1ru\u010dn\u00ed doba. Novela z\u00e1kona o ochran\u011b spot\u0159ebitele a ob\u010dansk\u00e9ho z\u00e1kon\u00edku toti\u017e upravila n\u011bkter\u00e1 star\u0161\u00ed pravidla. &#8230;<\/p>\n","protected":false},"author":2,"featured_media":2017,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"footnotes":""},"categories":[5,25],"tags":[170],"class_list":["post-2015","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-podnikani","category-rozvoj-podnikani","tag-reklamace"],"acf":[],"_links":{"self":[{"href":"https:\/\/money.cz\/novinky-a-tipy\/wp-json\/wp\/v2\/posts\/2015","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/money.cz\/novinky-a-tipy\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/money.cz\/novinky-a-tipy\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/money.cz\/novinky-a-tipy\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/money.cz\/novinky-a-tipy\/wp-json\/wp\/v2\/comments?post=2015"}],"version-history":[{"count":7,"href":"https:\/\/money.cz\/novinky-a-tipy\/wp-json\/wp\/v2\/posts\/2015\/revisions"}],"predecessor-version":[{"id":15460,"href":"https:\/\/money.cz\/novinky-a-tipy\/wp-json\/wp\/v2\/posts\/2015\/revisions\/15460"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/money.cz\/novinky-a-tipy\/wp-json\/wp\/v2\/media\/2017"}],"wp:attachment":[{"href":"https:\/\/money.cz\/novinky-a-tipy\/wp-json\/wp\/v2\/media?parent=2015"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/money.cz\/novinky-a-tipy\/wp-json\/wp\/v2\/categories?post=2015"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/money.cz\/novinky-a-tipy\/wp-json\/wp\/v2\/tags?post=2015"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}