Complaints Procedure is an integral part of the purchase agreement.
The complaint procedure is valid for products purchased from Clarisima, s.r.o., Na bateriech 23,162 00 Prague 6. Correspondence and contact address: Clarisima s.r.o., Argentinská 516/40, 170 00 Prague 7, LESS MESS complex.
1.) The seller will provide the buyer with information about the purchased goods, their purpose of use and their basic useful properties. If the goods are used for a purpose other than that for which they were manufactured or if higher performance characteristics are specified, the buyer bears the risk of subsequent use.
2.) At the time of receipt of the goods, the buyer is obliged to carry out a quantitative and qualitative acceptance and assess whether there are any obvious defects detectable at the time of receipt of the goods. In the event of a discrepancy upon acceptance, the buyer will immediately file a complaint against the seller.
3.) In other cases of finding a deviation of the delivery for quantitative or qualitative reasons against the requirements specified in the KS, detectable after the violation of the original packaging of goods, the buyer will immediately file a complaint in writing against the seller.
4.) The complaint request must contain: - specification of the defective delivery = type, order code, invoice number - description of the type of defect in the goods - determination of the extent of the defect or claimed product with a defect - the buyer also claims for defects in accordance with applicable law (Commercial Code) (If you are sending a complaint with the package, please indicate its designation "Complaints").
5.) The buyer is obliged to provide the claimed products for the purpose of assessment and physical control of the complaint by the seller, but no later than one month from the written claim or sends the claimed product, including the required documentation to the above address.
6.) The seller will comment on the complaint within one month from the claim.
7.) Based on the assessment and acknowledgment of the complaint, the seller will make an exchange for perfect goods or repair, or the buyer will receive a reasonable discount, or both parties will agree on another solution.
8.) The seller will handle complaints submitted in accordance with point 4.) no later than 24 months from the receipt of the goods by the buyer in the event of defects.
9.) Goods broken during transport must be reported to the carrier immediately after delivery! Complain the damaged package during transport directly upon delivery to the postal delivery company or the PPL delivery person. Photograph the products broken during transport during unpacking and send us the photos as a basis for a complaint.
Other arrangements: Defects must be claimed from the seller without undue delay according to § 599 of Act 40/1964 Coll. as amended by Act No. 285/2009 Coll. The warranty does not apply to worn items caused by its normal use according to § 619 of Act 40/1964 Coll. as amended by Act No. 285/2009 Coll. Mechanical interference with the goods is not considered a complaint The return of goods is considered a unilateral withdrawal from the purchase contract pursuant to § 53 paragraph 7 of Act No. 40/1964 Coll. of the Civil Code, as amended. The deadline for refunding money upon withdrawal from the purchase contract according to § 53 paragraph 7 of the Civil Code is 30 days from the delivery of the withdrawal from the purchase contract. Attach a copy of the proof of purchase to the returned goods or otherwise prove the purchase of goods from our company. The costs associated with sending the goods back are always paid by the customer, in the case of a recognized complaint, the customer will be compensated postage in the necessary amount. We will inform you via email about the receipt of returned or claimed goods. The seller decides on the settlement of the complaint according to professional assessment. Within a maximum of 30 days from the receipt of the claimed goods, we will inform you about the method of handling the complaint, via the complaint protocol, which we will send to the e-mail address provided by you.