Complaints Procedure
Complaint procedure for shipments delivered by the carrier - after unpacking
If the shipment shows no signs of damage and the delivery report to the carrier is confirmed by the addressee, the shipment becomes the property of the buyer.
1. In case of a complaint, the buyer shall contact the seller in writing, by e-mail or by phone at Bc. Pavel Suchyňa Tel.: + 420 724 689 269 E-mail: suchyna.pavel@seznam.cz
The complaint, including the removal of the defect, must be settled without undue delay, no later than 30 days from the date of the complaint, unless the Seller and the Buyer agree on a longer period. After the expiry of this period, the buyer is entitled to the same rights as if the defect were irremediable. The time limit for the settlement of the claim is suspended if the Seller has not received all the documents necessary for the settlement of the claim (parts of the goods, other documents, etc.). The Seller is obliged to request supplementary documents from the Buyer as soon as possible. The time limit is suspended from this date until the Buyer delivers the requested documents.
2. In the event that the goods need to be sent to the Seller, the Buyer shall, in his own interest, ensure that the goods are packed in suitable and sufficiently protective packaging material that meets the requirements of the transport of fragile goods, including all accessories, and shall mark the shipment with the appropriate symbols. He shall send the goods for a complaint to the contact address of the Seller:
Clenot Design, s.r.o.,Jurkova 81, Rájec-Jestřebí, 679 02
In the event of a justified claim, the buyer is entitled to a reasonable refund of this transport fee.
If the claimed goods are sent by cash on delivery, this shipment will not be accepted. The claim shall include proof of payment for the goods and a description of the defect.
3. The Buyer shall provide the complete information necessary for the settlement of the claim in the claim form, which may be submitted to the Seller by e-mail, in person at the premises or by post together with the goods claimed. You can download the Complaint Sheet here.
4. In the event of withdrawal from the purchase contract or the granting of a discount on the purchase price, the relevant payment is refunded to the buyer by bank transfer within 14 days or handed over in cash at the cash desk at the company's place of business. In the case of bank transfer, the buyer is obliged to provide the seller with the correct account number to which he wishes to send the refund.
The warranty period is 24 months with exceptions as provided by law. The warranty period shall be extended by the period during which the goods have been under warranty repair. In the event of replacement of the goods, a new warranty period begins.
The warranty does not cover damage due to handling clearly resulting in damage to the product, most commonly a fall. The warranty also does not cover wear and tear caused by normal use. At the consumer's request, the seller is obliged to provide the guarantee in writing (guarantee certificate). If the nature of the item so permits, it is sufficient to issue the buyer with a proof of purchase (invoice) instead of a warranty certificate, which must contain the same information as the warranty certificate. The warranty certificate must contain the name and surname, the name or business name of the seller, the registration number, the registered office of a legal person or the place of residence of a natural person. If a warranty longer than the statutory warranty is provided, the Seller shall specify the terms and extent of the extension of the warranty in the warranty certificate. The consumer is entitled to withdraw from the contract in all cases provided for by law. Withdrawal shall be effective against the Seller from the moment of receipt of the Buyer's declaration of withdrawal, provided that all the necessary legal conditions are met. In the event of withdrawal from the contract, the contract shall be cancelled from the outset and the parties shall be obliged to reimburse each other for everything they have provided to each other on the basis of the contract. In the event of cancellation of the contract due to the exercise of rights arising from liability for defects, the buyer shall return the performance provided by the seller only to the extent that this is objectively possible in the given situation.
In exercising the warranty, the consumer shall, in the case of:
- a remediable defect: the right to have the defect removed free of charge, properly and in a timely manner, the right to have the defective goods or defective component replaced, unless this is disproportionate in view of the nature of the defect, and if such a procedure is not possible, the right to a reasonable discount on the purchase price or to withdraw from the purchase contract
- removable defects occurring in large numbers or repeatedly and preventing the proper use of the goods, the right to have the defective goods replaced or to withdraw from the purchase contract
- other irremediable defects and, if the goods are not replaced, the right to a reasonable discount on the purchase price or to withdraw from the purchase contract.
Claim procedure for obviously damaged shipments - probably caused by the carrier
1. The buyer is obliged to inspect the delivered goods and the attached documents immediately after receipt and check the integrity of the packaging.
2. If the consignee discovers obvious defects (for example, damaged packaging of the shipment), he shall immediately notify the carrier, who is obliged to draw up a damage report on the spot. This record is necessary for the settlement of the claim!
3. The customer has the right not to accept an incomplete or damaged shipment, in which case it is necessary to draw up a damage report with the carrier and to contact the sender (online shop) immediately by phone or e-mail.
4. If the recommended steps are taken by the consumer upon delivery of the defective parcel, this will contribute significantly to the rapid resolution of the claim for the delivered goods and their redelivery.
5. If this procedure is not followed, the damaged or missing goods cannot be replaced.
In the event that a shipment has been delivered to the buyer without damage to the outer packaging, but the product(s) inside is broken and the buyer has accepted the shipment from the carrier, the claim is resolved with the seller.
We most often transport shipments via PPL - recommended procedure by the carrier
1. The buyer is obliged to check the contents of the parcel without delay. Due to the nature of the offered goods (porcelain, glass accessories, etc.) we recommend opening the shipment immediately after receipt and checking whether the goods are not damaged, even if the packaging is not damaged. If the parcel shows signs of damage on delivery, refuse to accept it! Never sign the acceptance report without checking the damaged goods!
2. Report any defects to the carrier immediately, at the latest within 2 days of delivery. We recommend that you contact the carrier without delay, as this will significantly contribute to the positive handling of the claim.
3. It is important to keep the shipment in its original condition, including packaging and fillings.
4. If this unpleasant situation occurs, please inform us immediately (but no later than the next working day) about the situation, by e-mail: info@clenot.cz or by phone: Bc. Pavel Suchyňa Tel.: + 420 724 689 269 E-mail: suchyna.pavel@seznam.cz The situation will be resolved as soon as possible.
Claims for the delivery date - delivery problems
As we use external companies for delivery of parcels, it may happen that a parcel dispatched by us did not reach you by the previously announced deadline.
1. First, it's very easy to check where your shipment is.
2. We have sent a tracking number to your email (if you did not receive an email, please contact us and you will be provided with the number).
3. You can check where your parcel is in the PPL online system:
4. If the company has lost the parcel, please contact us immediately so that we can process the lost parcel claim and send you new goods.
Payment claims
In case of any confusion regarding payment, please do not hesitate to contact us immediately.
Finally
Every order is binding (Civil Code, Act No. 89/2012 Coll., as amended) according to our terms and conditions. If an order sent by cash on delivery is not collected by the customer, the seller reserves the right to demand from the buyer the amount to cover the shipping costs and a handling fee of 50 EUR By submitting your order, you agree to our terms and conditions and, in the event of non-collection of the COD, to pay the shipping fee in this amount.
EET: According to the Sales Registration Act, the seller is obliged to issue a receipt to the buyer. At the same time, he is obliged to register the received sales with the tax authorities online; in case of technical failure, within 48 hours at the latest.
In case of any questions, discrepancies or difficulties with transport, please do not hesitate to contact us. We are here for you! Yours CLENOT.CZ
