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Complaint conditions of the internet shop (e-shop)
integral part of the general terms and conditions
Only goods that have been purchased from the seller and that are the property of the consumer can be claimed.
If the buyer is a consumer (a natural person who does not act within the scope of his business, employment or profession), all offered goods are guaranteed for 24 months, unless otherwise stated and the procedure is in accordance with the Consumer Protection Act and Of the Civil Code and these complaint conditions. If the buyer has ordered the used item and the buyer has been informed, the warranty period is 12 months. If the buyer is not a consumer, the procedure is in accordance with the provisions of the Commercial Code and the warranty period is 1 year and these complaints are not subject to these complaint conditions.
The warranty period begins on the day of taking over the goods from the transport company or directly from the seller, if the goods are taken over by the buyer in person, on the day of taking over.
The buyer is obliged to file a complaint with the seller immediately, as soon as the defect is found.
Defect liability does not apply to defects caused by subsequent use:
the defect was caused by mechanical damage to the product caused by the buyer,
improper handling of the product in a manner other than that stated in the instructions for use,
using the goods in conditions that do not correspond to their humidity, chemical and mechanical influences of the natural environment of the goods according to the instructions,
neglect of care and maintenance of the goods,
damage to the goods by excessive loading,
by using the goods in violation of the conditions stated in the documentation, general principles, technical standards or safety regulations or other breach of the warranty conditions.
Defects caused by natural disasters are also excluded from liability for defects.
Liability for defects also does not apply to normal wear and tear of the goods (or parts thereof) caused by the use of the goods. It is not possible to consider a defect, as is clear from the nature of the case, the period of its minimum durability or the period of consumption, which may be limited to a shorter period. The date of minimum durability, shelf life, shelf life or similar period is indicated on the goods and the goods are subject to such marking.
The claimed goods must be sent to our address below, but not cash on delivery or delivered in person to the contact address. The goods must be packed appropriately so that the goods are not damaged during transport, and we recommend sending the goods by registered mail or as an insured consignment. It is necessary to attach a copy of the proof of purchase (invoice) and a description of the defect to the goods, or we recommend enclosing the completed Complaint Form together with the proof of purchase. It is advisable to send the complaint in writing (by post) or in person.
The seller will confirm the receipt of the complaint and issue the buyer a confirmation of the claim of the goods in a suitable form. The day of delivery of the complaint is considered to be the day of its delivery to the seller. If it is not possible to deliver the confirmation immediately, it must be delivered without undue delay, but no later than together with the proof of the complaint. Confirmation of the handling of the complaint will be sent in writing.
The seller is obliged to determine the method of handling the complaint immediately, in complex cases within 3 days from the date of the complaint. In justified cases, especially if a complex technical evaluation of the goods is required no later than 30 days from the date of the complaint. After determining the method of handling the complaint, the seller will handle the complaint immediately; in justified cases, the complaint can be processed later. However, the handling of the complaint may not be longer than 30 days from the date of the complaint. After the expiration of the 30-day period for handling the complaint, the buyer has the right to withdraw from the purchase contract and will be refunded the full amount for the goods or has the right to exchange the goods for new ones.
Buyer's rights in making a complaint:
in the case of a defect which can be rectified, the buyer has the right to have it rectified free of charge, in good time and properly, and this defect must be rectified without undue delay,
the buyer may, instead of eliminating the defect, request an exchange of the item, or the defect concerns only a part of the item, replacement of the part if the seller does not incur disproportionate costs due to the price of the goods or the severity of the defect,
instead of eliminating the defect, the seller may exchange the defective item for a perfect item, if this does not cause serious difficulties for the buyer,
in the case of a defect which cannot be remedied and which prevents the proper use of the item, the buyer has the right to exchange the item or to withdraw from the contract. The buyer has the same right in the case of removable defects, but if the buyer can not properly use the item due to the recurrence of the defect after repair or due to a larger number of defects,
in the case of other irreparable defects, the buyer is entitled to a reasonable discount on the price of the item.
The complaint is considered settled if the complaint procedure ends with the delivery of the claimed goods, their exchange or return of the purchase price of the goods, a written request to take over the performance or its justified rejection. The consumer is informed about the result of the complaint procedure within the legal deadline.
Non-damage of goods, resp. The integrity of the packaging (according to the instructions when taking over the goods) must be checked when taking over the goods, as the goods may be damaged during transport. We recommend buyers to unpack the goods and inspect them in the presence of the carrier. By signing the courier, you declare that the packaging is undamaged.
In case of breaking the packaging by the customer (by opening it) for food supplements, it is not possible to return the goods for hygienic reasons.
These complaint conditions are an integral part of the general terms and conditions, and the seller reserves the right to change them at any time without prior notice to the seller.