This English version is provided for information. In case of any discrepancy, the Czech version prevails.

Complaints policy

of Rivus watch s.r.o., effective from 1 November 2025

I. Basic provisions

This complaints policy sets out how and under what conditions the buyer may exercise rights arising from defective performance and from the quality warranty for goods purchased through the online shop www.rivuswatch.com operated by Rivus watch s.r.o., with its registered office at Přemyslovců 992/52, Mariánské Hory, 709 00 Ostrava, Czech Republic, Company ID No.: 23616105 (the “seller”).

The complaints policy forms an integral part of the seller’s general terms and conditions. It is governed by Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection.

II. Seller’s liability for defects

The seller is responsible to the buyer for ensuring that the goods have no defects on receipt and correspond to the agreed description, type and quality.

The seller provides a quality warranty of 24 months unless stated otherwise.

The warranty does not cover in particular:

• normal wear of the goods resulting from their ordinary use,
• wear of mechanical parts of the watch (straps, clasps, crystals, crowns, surface finishes, electroplating or PVD coating),
• battery discharge or reduced battery life in quartz models,
• damage caused by unprofessional intervention, unauthorised servicing or modifications,
• damage caused by dropping, impact, moisture, chemicals, extreme temperature or magnetic fields,
• water ingress contrary to the manufacturer’s recommendations (the watches are not designed for contact with water),
• damage caused by failure to follow the instructions or maintenance principles,
• minor visual deviations resulting from manual production or the natural properties of the material,
• defects caused by force majeure.

For vintage and handmade models, the scope of the warranty may be limited to selected components; the buyer is informed in advance.

III. Making a complaint

The buyer must make a complaint without undue delay after discovering the defect, and no later than by the end of the warranty period.

A complaint can be made:

• by email to info@rivuswatch.com,
• by post or in person at Rivus watch s.r.o., Přemyslovců 992/52, 709 00 Ostrava, Czech Republic.

When making a complaint, the buyer states:

• the order number or proof of purchase,
• a description of the defect and how it manifests,
• the proposed remedy (repair, replacement, discount, withdrawal).

The goods must be handed over clean and securely packed. We recommend sending them as an insured parcel.

IV. Handling the complaint

The seller assesses whether the complaint is justified and decides how it will be handled.

A consumer complaint will be handled within 30 days at the latest, unless the parties agree otherwise.

If the complaint is justified:

• the goods will be repaired or replaced with new ones,
• or a discount will be provided,
• or the contract will be withdrawn from and the purchase price refunded.

The buyer will be informed of the outcome by email or in writing.

If the complaint is not justified, the seller may request reimbursement of costs (e.g. postage).

V. Service after the warranty

After the warranty, the seller provides service based on an individual quote.

Post-warranty repairs are covered by a 6-month warranty unless stated otherwise.

For vintage and water-resistant models, the original water resistance may not be maintained.

VI. Final provisions

This complaints policy is effective from 1 November 2025. The current version is always available at www.rivuswatch.com. In case of any discrepancy between language versions, the Czech version prevails.