The BUYER should complain by e-mailing a completed standard complaint form, available online, to the SELLER's e-mail address, email@example.com. The form will help the BUYER structure their complaint and ensure it contains all the relevant information that the SELLER needs to initiate the claim-handing process All goods are checked before shipment.
If the BUYER notifies the SELLER about a defect on time, and in the correct way, the BUYER can:
- request the SELLER to rectify the defect or deliver another item that does not have the defect (performance of contract)
- request a reduction in the purchase price
- withdraw from the contract.
In the case of a justified complaint, the BUYER shall have the right to request that products be repaired or replaced, the price be decreased, or that they receive a refund.
If the BUYER withdraws from the agreement, the SELLER shall repay all payments received from the BUYER up until that time, within a maximum of 14 calendar days of the date on which the BUYER notified the SELLER of their decision to withdraw from the agreement. For commercial agreements, the SELLER can delay reimbursement until all the Products have been returned. The SELLER will repay the BUYER using the same means of payment as the BUYER used in the initial transaction, unless the BUYER has explicitly agreed otherwise. In any case, the BUYER will not be charged for any additional costs in connection with such repayment. If the BUYER's complaint is justified, the SELLER is obliged to refund freight costs to the BUYER.
1. Grounds for lodging a complaint about Product defects
1.1. Products that are not received or are significantly not as described
If, during acceptance of Products, the BUYER discovers that there is a short delivery, the products are incomplete, any other product defects, or mistakes made by the SELLER in the shipment of Products that are significantly not as described, the BUYER shall inform the SELLER within 8 working days, providing necessary documentation, such as the commercial invoice, photos and a completed standard complaint form. The BUYER must do so by sending this information to firstname.lastname@example.org.
The SELLER is obliged to investigate the problem and provide a solution within 7 working days.
1.2. Hidden defects
If it is proven that the Product has a defect, after the BUYER has accepted the Product, and this defect could not be noticed during a normal inspection during acceptance (a latent defect), the BUYER must notify the SELLER within 8 days of the day that the defect was noticed or without delay, in the case of commercial contracts. Otherwise the right to make a claim shall be lost. The SELLER shall not be liable for defects that are revealed more than 6 months after the product was delivered.
In the case of hidden defects, the BUYER shall provide the necessary documentation, such as the commercial invoice, photos and a completed standard complaint form. The BUYER must do so by sending this information to email@example.com. The SELLER is obliged to investigate the problem and provide a solution within 1 month after receiving the claim from the BUYER.
1.3. Delayed delivery
If the SELLER fails to deliver within the indicative delivery times, the BUYER must inform the SELLER in writing within 3 working days, by sending an e-mail to firstname.lastname@example.org.
The SELLER is obliged to investigate the problem and provide a solution within 3 working days.