Complaint conditions

The warranty period is set by law at 24 months. The tax document (invoice) also serves as a warranty card. We will review the complaint immediately, without undue delay. The maximum time for handling a complaint is set by law at 30 days, and we will try to speed up this period as much as possible.

Describe your complaint in the claim email. We recommend that you enclose a copy of the invoice with your shipment.

 

Please send your shipment by registered mail to:

Simple and Sweet

Březinova 491/15

Praha 8 - Karlín

186 00

How to send the goods back to us:

Please never send goods back cash on delivery. The easiest and cheapest way is to send the goods by Czech Post. We recommend sending it by registered mail. The price will be approximately CZK 100 (you can find the exact price at the post office, according to weight). A shipment sent as a registered letter has a trace number, so we have a constant overview of where it is on both sides. At the same time, it should be delivered within 2-3 working days.

Complaint conditions of the internet shop (e-shop)

www.simpleandsweet.cz

is an integral part of the General Terms and Conditions

  1. Only goods purchased from the seller, and that is the consumer's property can be claimed.
  2. Suppose the buyer is a consumer (a natural person who does not act in the course of his business, employment, or profession). In that case, all offered goods are guaranteed for 24 months unless the goods have a more extended warranty period. The procedure is according to the Consumer Protection Act and the Civil Code and these complaint conditions. If the buyer has ordered a used item and the buyer has been informed, the warranty period is 12 months. If the buyer is not a consumer, the provisions of the Commercial Code are followed, and the warranty period is one year, and these complaint conditions do not apply to these complaints.
  3. The warranty period begins on the day of receipt of the goods from the transport company or directly from the seller if the buyer receives the goods in person.
  4. The buyer is obliged to file a complaint with the seller immediately after the defect is found.
  5. Liability for defects does not apply to defects caused by the following use:
    1. the defect was caused by mechanical damage to the product caused by the buyer,
    2. improper handling of the product in a manner other than specified in the instructions for use,
    3. 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,
    4. neglect of care and maintenance of the goods,
    5. damage to goods by excessive loading,
    6. by using the goods in contravention of the conditions stated in the documentation, general principles, technical standards or safety regulations, or another breach of the warranty conditions.
  6. Defects caused by a natural disaster are excluded from liability for defects.
  7. 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. A defect cannot be considered, as follows from the nature of the thing, the period of its minimum durability, or consumption, which can be limited to a shorter period. The date of minimum durability, shelf life, shelf life or similar period shall be indicated on the goods if such marking of the goods is subject.
  8. The claimed goods must be sent to our address below (not cash on delivery) or delivered in person to the contact address. The goods must be suitably packed so that the goods are not damaged during transport, and we recommend sending the goods by registered mail or as an insured consignment. A copy of the proof of purchase (invoice) and a description of the defect must be attached to the goods, or we recommend enclosing the completed Complaint Form together with the proof of purchase.
  9. The seller will confirm receipt of the complaint and issue the buyer confirmation of the claim of the goods in a suitable form. The day of claim 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 returned without undue delay, but no later than together with the proof of settlement of the complaint. Confirmation of the settlement of the complaint will be sent in writing.
  10. The seller is obliged to determine the complaint method immediately, in complex cases, within three working days from the date of the complaint. In justified cases, especially if a problematic technical evaluation of the goods is required no later than 30 days from the date of the complaint. After determining the complaint method, the seller will handle the complaint immediately; in justified cases, the complaint can be settled later. However, the settlement of the complaint may not be longer than 30 days from the date of the complaint. After the expiration of the 30 days for settling 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.
  11. Buyer's rights when making a complaint:
    1. in the case of a defect that can be rectified, the buyer has the right to have it repaired free of charge, in good time and in good time, and this defect must be rectified without undue delay,
    2. the buyer may, instead of eliminating the defect, request replacement of the item, or the defect concerns only a part of the item, replacement of the piece, unless the seller incurs disproportionate costs due to the price of the goods or the severity of the defect,
    3. instead of eliminating the defect, the seller may replace the defective item with a perfect thing, unless this causes severe problems for the buyer,
    4. in the case of a defect that cannot be eliminated and prevents the proper use of the thing, the buyer has the right to exchange the thing or withdraw from the contract. The same right, the buyer in the case of removable defects, but if the buyer can not use the thing properly for the recurrence of the defect after repair or for a more significant number of flaws,
    5. In the case of other irreparable defects, the buyer is entitled to a reasonable discount on the item's price.
  12. If the consumer has lodged a product complaint within the first 12 months of purchase, the seller may settle the complaint by rejecting it based on an expert assessment. Irrespective of the peer review outcome, the consumer may not be required to reimburse the cost of the peer review or other costs associated with the peer review. The seller is obliged to provide the consumer with a copy of the expert assessment justifying the rejection of the complaint no later than 14 days from the date of the complaint. Suppose the consumer has lodged a product complaint 12 months after the purchase and the seller has rejected it. In that case, the person who handled the complaint must state in the complaint document to whom the consumer can send the product for a professional assessment. Suppose the product is sent for expert assessment to a designated person. In that case, the costs of the expert assessment and all other related purposefully incurred costs shall be borne by the seller, regardless of the result of the expert assessment. If the consumer proves by professional judgment the seller's responsibility for the defect, he can file a complaint again; the warranty period does not run during the expert assessment. The seller is obliged to reimburse the consumer within 14 days from the date of re-application of the complaint all costs incurred for professional assessment and all related purposefully incurred costs. A re-submitted claim cannot be rejected.
  13. A complaint is considered settled if the complaint procedure ends with the handover of the claimed goods, their exchange or return of the purchase price of the goods, a written invitation to take over the performance, or its justified rejection.
  14. The consumer is informed about the result of the complaint procedure within the statutory time limit.
  15. We recommend buyers unpack the goods and inspect them in the presence of the carrier.
  16. 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 buyer.
  17. Contact Janda & Červ, s.r.o, Březinova 491/15, psč - 186 00, Praha 8 - Karlín, info@simpleandsweet.cz.

 


 

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