General instructions for making a complaint and returning goods
As a consumer, you are obliged to prove the purchase of the item by presenting a proof of purchase or in another sufficiently credible manner.
As a consumer, you cannot exercise your rights for defects that you caused yourself or that you knew about at the time of purchase. The same applies to defects for which we
agreed with you, as the seller and the consumer, to reduce the price. We are also not responsible for normal wear and tear of the item.
The complaint must be filed within 24 months at the latest. The complaint must be filed without delay to prevent the defect from spreading and, as a result, the complaint being rejected. By reporting the defect promptly after it appears, you can ensure that the complaint is handled smoothly.
A complaint is only processed when we notify you of this. If the statutory deadline expires, consider this a material breach of contract and you may withdraw from the purchase contract.
Sample form for handling complaints:
Dear,
On (*) I placed an order in your store (*) (see order specifications below).
Product purchased by me:
- It shows these defects (* detailed description of the defect). I request that the complaint be handled in the following manner: (* Detailed description of the requested complaint handling; for example - "since this is a removable defect, I request that the product be repaired no later than within the statutory period of 30 calendar days). At the same time, I request that you issue a written confirmation of the claim, stating when I exercised my right, what the content of the complaint is along with my claim for repair/replacement, and subsequently confirming the date and method of handling the complaint, including confirmation of the repair and its duration (in the event that it is a repair, not a replacement).
- You can return unused goods within 14 days of receiving the order for a full refund of the order price. If you return the order after the 14-day period and less than 30 days from purchase, you will be issued a cash voucher in the given amount.
I am complaining/returning the order (cross out the appropriate items).
Order date (*)/Received date (*)
Order number:
The funds for the order, and possibly for delivery, were sent by (*)
and will be returned in the following way (in case of transfer to an account, please send the account number) (*)Consumer's name and surname:
Consumer address:
E-mail:
Phone:
(*) Cross out what is not applicable or complete the information.
On (fill in the blank here), On (fill in the date here)
(signature)
________________________________________
Consumer's name and surname
Necessary attachment for possible complaint handling:
Invoice for ordered goods No. (*)