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Complaint procedure

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Complaints Procedure (Procedure for reporting a defect)

I. Liability for defects

The seller is liable for defects in the goods upon receipt and during the statutory period of 24 months (up to 36 months for selected products). Wear and tear due to normal use is not considered a defect.

II. Procedure for reporting a defect

The consumer submits a complaint in writing or electronically to [ivana. [email protected]]. The seller is obliged to immediately issue a Confirmation of Defect upon receipt of the complaint.

III. Methods of handling complaints

The consumer has the primary right to free repair or replacement of the goods. The seller prefers repair if possible and expedient (Right to repair). If the defect cannot be removed, the consumer has the right to an appropriate discount or withdrawal from the contract.

IV. Deadlines

The complaint must be resolved within 30 days. If the process is completed with a repair, the period of liability for defects is extended by the time of the repair (at least 12 months). When exchanging goods, the new statutory period starts anew.