Complaints Policy

How to exercise your rights arising from defective performance for digital and printed personalized books and for gifts from the workshop.

1. Introductory provisions

This Complaints Policy sets out the procedure and conditions for complaints about products purchased from the seller — Lukáš Kantor, Company ID (IČO) 03177009, registered office at Milíkov 244, 739 81 Milíkov (the "seller"). It is based on the Czech Civil Code (Act No. 89/2012 Coll.) and the Czech Consumer Protection Act (Act No. 634/1992 Coll.). This Complaints Policy forms an integral part of the Terms and Conditions.

2. Liability period for defects

• Printed book and gifts from the workshop (goods) — liability for defects for 24 months from receipt.
• Digital content (PDF, online flipbook) — liability for as long as the content is provided, or 2 years from a one-off supply.

3. What quality is agreed and what counts as a defect

The book is illustrated: the characters are drawn by artificial intelligence, and the uploaded photo serves as its inspiration, not as a template to be traced. The buyer sees the story proposal (title and short outline) free of charge before ordering; the illustrations and the characters' appearance are created only after payment. For a printed book, the buyer approves the appearance of the entire finished book before it is sent to print, and this approved appearance is the agreed quality within the meaning of Section 2161(1) of the Czech Civil Code — the delivered printed book is measured against it, not against the uploaded photo. For a digital book, the agreed quality is an illustrated book created according to the buyer's specifications. Likewise, the colours of digital printing naturally differ from how they appear on a screen.

Defects include in particular:

• a hero's name, dedication or other text different from what the buyer entered;
• a missing, blank, out-of-order or damaged page;
• illegible, garbled or cut-off text;
• a book or gift that does not match the appearance approved by the buyer before it was sent to print;
• a damaged, soiled or incomplete printed copy;
• a non-functional or corrupted PDF file, or a non-functional online flipbook or audiobook.

This list is not exhaustive and in no way limits the buyer's rights arising from defective performance. The seller is liable for defects present at the time of receipt; the seller is not liable for damage arising only after receipt (creases, spills, scratches on the cover).

4. How to file a complaint

The quickest way: open the book in question in your account and click "Complaint" — the form pre-fills your details and sends your description to our team. Alternatively, send your complaint by e-mail to contact@heroofthebook.com with the following details:

• the buyer's name and contact details,
• order identification (order number / e-mail / date),
• a description of the defect (for a printed book, attach a photo of the defect),
• how you would like the complaint to be resolved (repair, a new book, a discount, a refund).

The seller will confirm receipt of the complaint in writing (by e-mail). For a printed book, the seller pays for shipping the goods under complaint to the seller; we will agree the shipping method with you in advance.

5. Time limit for handling

The seller will handle the complaint without undue delay and no later than 30 days from the date it was filed, unless the parties agree on a longer period. We will inform you of the outcome of the complaint by e-mail.

6. Ways of resolving a complaint

• Digital book — correction of the text / regeneration of the affected page; in exceptional cases, a reasonable discount.
• Printed book and gifts from the workshop — replacement with a new defect-free copy, repair (where possible), a reasonable discount or (in the case of a material defect) a refund.

7. Right of Withdrawal versus complaints

A complaint is filed in the case of defective performance. For withdrawal from the contract for other reasons, the rules in the Terms and Conditions apply — for personalized goods and digital content, the 14-day right of withdrawal under Section 1837 of the Czech Civil Code is excluded (except in the case of defects). This exclusion does not apply to gift vouchers; withdrawal from their purchase is possible within 14 days (Art. 13 of the Terms and Conditions).

8. Out-of-court dispute resolution

The body competent for the out-of-court resolution of consumer disputes with the seller is the Czech Trade Inspection Authority (Česká obchodní inspekce, Gorazdova 1969/24, 120 00 Praha 2, Czech Republic). The seller is established in the Czech Republic, and Articles 5(1) and 13(1) of Directive 2013/11/EU attach that duty to the body competent for the trader, not for the customer. A dispute-resolution body in your own country is therefore not competent to hear a dispute with us.

If you live in another Member State of the European Union, in Iceland or in Norway, the European Consumer Centres Network will help you free of charge in your own language; the centre in your country will pass the matter on to the Czech centre. Outside the European Economic Area there is no cross-border consumer dispute-resolution body for a dispute with us. You may still complain to us directly at the contact address, and the courts remain open to you.

The European Commission's online dispute resolution platform (ec.europa.eu/consumers/odr) no longer exists: Regulation (EU) 2024/3228 repealed Regulation (EU) No 524/2013 with effect from 20 July 2025. Any reference to it in an older document is out of date.

Out-of-court resolution is voluntary for both sides and does not affect your right to go to court, nor the protection afforded to you by the mandatory provisions of the law of your own country under Article 6(2) of Regulation (EC) No 593/2008.