The conditions of warranty regarding the goods sold via the e-shop shall be governed by the applicable legislation.
The customer shall submit the defective product along with the receipt and the warranty certificate, if any. Where the complaint has been acknowledged by the seller, the goods will be replaced or the customer will receive their money back. The amount does not include packaging and delivery fees.
The complaint shall be lodged at the operator’s premises. Should the customer wish to send the defective product to the operator’s premises by post, the item must be properly packed in order to avoid any damage. The operator shall not accept the defective item, if it is sent COD.
Where the complaint is rejected, the goods shall be sent back to the customer at the customer’s expense and the seller may charge handling costs of the illegitimate complaint.
Return of goods for convenience
The customer may return the goods without stating the reason for doing so within 14 days of purchase, in order to receive their money back. The goods may not be damaged in any way and they must be unused. The goods must be in their original packaging, including documentation and accessories, if any; they must be sent to the operator’s address within 14 days of the original delivery to the customer.
Having received the returned goods, the operator shall reimburse the customer for the purchase price paid via bank transfer to the bank account given by the customer, or via a postal money order or otherwise as agreed, no later than 30 calendar days.
Complaint in the event of damage during transport
Inspect the integrity of packaging upon takeover. Having accepted the shipment, you have acknowledged that the shipment has no evident defects. If the packaging is damaged, inform the courier and draw up a damage protocol. Do not accept the shipment. It will be sent back to us and a new one will be dispatched. Hidden defects may be reported within three days of takeover, at which point a damage protocol shall be drawn up. Should the purchaser fail to do so during this time period, the complaint can no longer be acknowledged. Do not send the damaged shipment anywhere, do not throw away the packaging and the filling. It is recommended that photographic evidence of the damage be obtained. Keep the documentation. Once reported, the damaged shipment will be collected by courier. In the event of damage the purchaser is obliged to inform the seller.
The relevant provisions of the Civil Code shall govern the warranties regarding damage and the relations between the purchaser and the seller arising from them, unless otherwise agreed above.
Use the order number for reference when lodging your complaint.
Complaints shall be lodged via e-mail at: firstname.lastname@example.org
Download the complaint form here