Complaints procedure of the online store www.nutratrone.com I. General provisions
- The Seller is also the operator of the electronic system through which it operates an online store on a domain called www.nutratrone.com (hereinafter also “Internet Store”).
- The Complaints Procedure regulates the rights and obligations of the Buyer in exercising the rights arising from defects in the goods (goods) in accordance with the concluded distance purchase contract with the Seller through the Seller’s electronic store operated on the website www.nutratrone.com
- The Buyer is any person (natural person or legal entity) who has filled in and sent the order through the Seller’s Online Store and who has received a confirmation of receipt of the order by the Seller.
- A consumer is a natural person who, when concluding a contract according to the GTC, does not act within the scope of his business activity.
- Products are goods that are intended for sale and are also published in the Seller’s Online Store (hereinafter also referred to as products).
- Contract means a purchase contract.
Procedure for exercising rights from liability for defects (Complaints).
- The buyer is advised to describe the defect and state how the defect manifests itself when applying the claimed item.
- If the Buyer complains about the product other than in person, we recommend that the Buyer send the goods together with a detailed description of the product defect and a document proving the purchase of the product in our store / for example proof of payment, invoice, warranty card /, due to expedited complaint. process.
- In case of a complaint, we recommend sending the product by registered mail. Do not send the product by cash on delivery, it will not be accepted from us.
- During the period of operation, the Seller shall designate a person responsible and authorized to receive and handle complaints.
- After the takeover of the claimed product by the seller, a confirmation of the claim will be issued to the buyer immediately; if serious circumstances prevent this, without undue delay, but at the latest together with a document on the handling of the complaint.
- If the consumer lodges a complaint, the seller or an employee authorized by him or a designated person is obliged to inform the consumer of his rights under the general rule; based on the consumer’s decision, which of these rights the consumer is obliged to determine the method of handling the complaint immediately, in difficult cases no later than 3 working days from the date of the complaint, in justified cases, especially if a complex technical assessment of the product or service is required, no later than 30 days from the date of the complaint. After determining the method of handling the complaint, the complaint will be settled immediately; in justified cases, the complaint can be settled later; however, the settlement of the complaint may not take longer than 30 days from the date of the complaint. If the subject of the complaint is taken over by the seller on a later day than the day of the complaint, the deadlines for handling the complaint according to this point begin to run from the day of the takeover of the subject by the seller; however, at the latest from the moment when the seller prevents or prevents the takeover of the subject of the complaint. After the deadline for handling the complaint, the consumer has the right to withdraw from the contract or has the right to exchange the product for a new product.
- If the consumer has lodged a product complaint within the first 12 months of the purchase, the seller may only settle the complaint on the basis of professional judgment; Irrespective of the outcome of the peer review, the consumer may not be required to reimburse the cost of the peer review or other costs related to 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 handling the complaint.
- If the consumer has made a product complaint 12 months after the purchase and the seller has rejected it, the person who handled the complaint is obliged to state in the complaint document to whom the consumer can send the product for professional assessment. If the product is sent for expert assessment to a designated person, the costs of the expert assessment, as well as all other related expediently incurred costs, shall be borne by the seller, regardless of the result of the expert assessment. If the consumer proves by a professional assessment the seller’s liability for the defect, he can file a complaint again; the warranty period does not run during the professional 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, as well as all related purposefully incurred costs. A re-submitted claim cannot be rejected.
- The consumer is entitled to reimbursement of the necessary costs (especially postage, which he paid when sending the claimed goods), which he incurred in connection with the exercise of legitimate rights from liability for defects of goods and services. 12. Requirements of the expert assessment according to point 9 of this article: The expert assessment must include: a) identification of the person performing the expert assessment, b) precise identification of the assessed product, c) description of product condition, d) result of assessment, e) date of expert assessment.
Buyer’s rights in exercising the rights from liability for defects
- In the case of a defect that can be rectified, the buyer has the right to have it rectified free of charge, in a timely manner and properly. The seller is obliged to eliminate the defect without undue delay. The buyer may, instead of remedying the defect, request a replacement of the product or, if the defect concerns only a part of the product, replacement of the part if the seller does not incur disproportionate costs due to the price of the product or the severity of the defect. Instead of eliminating the defect, the seller can always replace the defective product with a perfect one, if this does not cause serious difficulties for the buyer.
- In the case of a defect which cannot be remedied and which prevents the product from being properly used as a defect-free product, the buyer has the right to replace the product or has the right to withdraw from the contract. The same rights belong to the buyer in the case of remediable defects, but if the buyer is unable to use the product properly due to the recurrence of the defect after repair or due to a larger number of defects. In the case of other irreparable defects, the buyer is entitled to a reasonable discount on the price of the product. 3. If an item sold at a lower price or a used item has a defect for which the seller is responsible, the buyer is entitled to a reasonable discount instead of the right to exchange the item. VII. Final provisions 1. This complaint procedure is valid and effective at the time of its publication in the Seller’s Online Store on January 03, 2022.