Complaints Policy – Terms and Conditions of E-commerce (e-shop)

An Integral Part of the General Commercial Terms and Conditions

  1. It is possible to claim only goods that have been purchased at the seller and are the property of the buyer.
  2. If the buyer is a consumer (natural person not acting in the course of their business, employment or profession) the warranty for all of the offered goods is a period of 24 months, if not stated for the goods otherwise and shall be treated in accordance to the law on the protection of the consumer and of the civil code and these complaint conditions. If the buyer is not a consumer shall be proceed according to the provisions of the Commercial Code and the warranty period is 1 year.
  3. The warranty period commences on the date of receipt of the goods from the shipping company or directly from the seller if the goods are taken over by the buyer in person, on the day of its receipt.
  4. The buyer is required to apply the claim to the seller immediately after the defect is discovered.
  5. Liability for defects does not apply to defects caused by the following use:
  • a.) The defect caused by mechanical damage to the product caused by the buyer,
  • b.) Misuse of the product in a manner other than that specified in the instructions for use,
  • c.) The use of goods under conditions which do not reflect their humidity, the chemical and mechanical effects of the natural environment of the goods,
  • d.) Neglecting the care and maintenance of the goods,
  • e.) Damaging from excessive burdening of the goods,
  • f.) The use of the goods in contravention of the conditions stated in the documentation, general principles, technical standards or safety regulations or any other breach of warranty conditions.
  1. Defects resulting from natural disasters are also excluded from the liability for defects.
  2. Liability for defects also does not extend to the ordinary wear and tearof the goods (or parts thereof) caused by the use of the goods. Therefore, shorter product life cannot be considered a defect and cannot be claimed. A defect can not be considered as a result of the nature of the case, the length of its minimum durability or the period of consumption which may be limited to a shorter period of time. Minimum shelf-life, consumption period or similar time period is stated on the item if subject to such marking.
  1. Claimed goods shall be sent to our address below, but not cash on delivery. The goods must be packed appropriately to avoid the damage during the transport and we recommend the goods to be sent by registered mail or as an insured item. The goods must be accompanied by a copy of the purchase receipt (invoice) and a description of the defect or we recommend that you attach a completed Claim Form along with a proof of purchase. (Http:// Claims should be sent in writing (by post).
  2. The seller confirms the receipt of the complaint and provides the buyer with a complaint adjustment letter in the appropriate form. The day of the complaint application is the date of the delivery to the seller. If it is not possible to deliver the adjustment letter immediately, it must be delivered without undue delay, but at the latest with the settle claim document. The settle claim confirmation is sent in writing.
  3. The seller is immediately required to determine how the claim can be settled and in a complex cases within 3 days of the date of the claim. In justified cases, especially if a complex technical evaluation of the goods is required within 30 days from the date of application of the complaint. After determining the way the complaint is handled the seller settle complaint immediately, and in justified cases the complaint can be settled later. However, settle complaint may not take longer than 30 days from the date of the claim. After the 30-day period for complaint handling, the buyer has the right to withdraw from the purchase contract and will be refunded the full amount for the goods or has the right to exchange the goods for a new one.
  4. Buyer’s right while lodging a complaint:
  • a.) In case of removable defect, the buyer has the right to be removed free of charge, correctly and in a timely manner.
  • b.) The buyer may request instead of repairing the defect (repair), exchanging the defected item for faultless one if for the seller does not incur disproportionate costs in relation to the price of the goods, or in relation to the seriousness of the defect.
  • c.) the seller may replace the defective thing as a faultless item instead of removing the defect if he will not cause the buyer serious difficulties
  • d.) In the event of a non-removable defect that prevents the proper use of the item for the given purpose, the buyer has the right to exchange the item or to withdraw from the purchase contract. The buyer has also the same right if it is a defect that can be remedied, but if the buyer can not use the item due to repeating occurance of defects after the repair or for a large number of defects,
  • e.) In the case of other non-removable defects, the buyer is entitled to an appropriate discount on the price of the item.
  1. The goods integrity, respectively the packaging integrity (according to the instructions when receiving the goods) should be checked during the receiving of the goods, as the goods may be damaged during transport, we recommend that the buyer unpack the goods and inspect   it in the presence of the carrier. By signing the courier you declare that      the packaging is undamaged.
  2. Complaints are deemed to have been provided if the claim is terminated by handing over the goods complained of, by exchanging or returning the purchase price of the goods, by a written request for    payment or by reasoned refusal. The consumer is informed of the     outcome of the complaint procedure within the statutory time limit.
  3. These Complaints Policy – Terms and Conditions are an integral part of the General Commercial Terms and Conditions, and the Seller reserves the right to modify them at any time without prior notice to the Buyer.
  4. Contact: ROYAL HERB, s.r.o., Sasinkova 9, 81108 Bratislava,