Complaints Procedure is an integral part of the purchase contract. The Complaints Policy is valid for products purchased from the company Clarisima, s.r.o., Na Bateríech 23,162 00 Prague 6. Correspondence and contact address: Clarisima s.r.o. , Milady Horáková 125, 272 01 Kladno. 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 the one for which they were manufactured or if higher utility properties are required than specified, the risk of subsequent use is borne by the buyer. 2.) At the time of taking over the goods, the buyer is obliged to carry out a quantitative and qualitative acceptance and to assess whether there are any obvious defects detectable at the time of taking over the goods. If a deviation is detected upon receipt, the buyer shall immediately file a claim against the seller. 3.) In other cases of detection of a deviation of the delivery due to quantitative or qualitative reasons against the requirements specified in the KS, detectable after a violation of the original packaging of the goods, the buyer shall immediately file a written complaint against the seller. 4.) The complaint request must contain: - specification of defective delivery = type, order code, invoice number - description of the type of defect in the goods - determining the scope of the defect or claimed defective product - the buyer will also make a claim for defects in accordance with applicable legal regulations (Commercial Code) (If you are sending a claim by parcel, please mark it as "Complaint"). 5.) The buyer is obliged to provide the claimed products for the purpose of assessment and physical control of the claim by the seller, but no longer than for a period of one month from the application of the written claim or send the claimed product including the required documentation to the above address. 6.) The seller will respond to the claim within one month of the claim being asserted. 7.) Based on the assessment and recognition of the complaint, the seller will exchange for a faultless product or repair it, or the buyer will receive a reasonable price discount, or both parties will agree on another solution. 8.) The seller will handle claims made according to point 4.) within 24 months of the buyer taking over the goods in case of defects at the latest. 9.) Goods broken during transport must be claimed immediately after delivery to the carrier! Report a package damaged in transit immediately upon delivery to the postal carrier or PPL carrier. Take photos of products broken during transport during unpacking and send us the photos as a basis for a claim. Other arrangements: Defects must be reported to 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 their usual 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 according to § 53 paragraph 7 of Act No. 40/1964 Coll. of the Civil Code, as amended. The deadline for refunds in case of 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. Also attach a copy of the proof of purchase of the goods to the returned goods or prove in another way that the goods were purchased from our company. The costs associated with sending the goods back are always paid by the customer, in the event of a recognized claim, the customer will be compensated for the postage in the necessary amount. We will inform you about the receipt of returned or claimed goods via email. The seller decides on the handling of the complaint based on a professional assessment. Within a maximum of 30 days from receiving the claimed goods, we will inform you about the method of settlement of the claim, by means of a claim protocol, which we will send to the address you provided.