Complaints Procedure

  1. The warranty period is 24 months from the date of receipt of the goods by the consumer. If the goods, their packaging or the enclosed instructions indicate a period of use (expiry period), the warranty period shall not expire before the expiry of the period.
  2. The Seller does not accept goods returned by cash on delivery for claim.
  3. Only goods purchased and paid for from the Seller may be claimed. The consumer can facilitate the complaint by using the enclosed complaint form, filling it out according to the Seller’s instructions and then delivering the complained goods clean, mechanically undamaged, with the protective seals intact, preferably in the original packaging, including a copy of the delivery note and invoice to the Seller. The Seller shall insure the consumer against damage caused by the transport of the goods when returning the goods to the Seller.
  4. If the defect can be remedied, the consumer has the right to have it remedied free of charge, in a timely and proper manner. The seller is obliged to remove the defect without undue delay.
  5. The consumer may demand replacement of the item instead of removal of the defect or, if the defect concerns only a part of the item, replacement of the part, unless this would not incur disproportionate costs for the seller in relation to the price of the goods or the severity of the defect.
  6. The seller may always replace the defective item with a non-defective one instead of removing the defect, if this does not cause serious inconvenience to the consumer.
  7. If there is a defect which cannot be remedied and which prevents the item from being properly used as a non-defective item, the consumer has the right to have the item replaced or to withdraw from the contract. The same rights shall apply to the consumer if, although the defect is remediable, the consumer cannot properly use the goods because of the recurrence of the defect after repair or because of a greater number of defects.
  8. In the case of other irremediable defects, the consumer is entitled to a reasonable discount on the price of the item.
  9. Based on the consumer’s decision which of the rights under § 622 – 623 of the Civil Code he/she claims, the Seller shall determine the method of handling the complaint immediately, in more complex cases no later than 3 working days from the date of the complaint, in justified cases, especially if a complex technical assessment of the condition of the product is required, no later than 30 days from the date of the complaint. Once the method of complaint has been determined, the seller shall settle the complaint immediately; in justified cases, it may be settled later; however, the settlement of the complaint may not take longer than 30 days from the date on which the complaint was lodged.
  10. The Seller is obliged to issue a written proof of the complaint to the Consumer within 30 days from the date of filing the complaint at the latest.
  11. After the expiry of the complaint period, the consumer has the right to withdraw from the contract or has the right to exchange the product for a new one.
  12. Liability rights for defects for which the warranty period applies shall be extinguished if they have not been exercised within the warranty period.
  13. The warranty entitlement is void if the defect was caused by mechanical damage to the product, operation of the product in unsuitable conditions.
  14. The consumer may lodge a complaint at BIOMIN a.s., Potočná 1/1, 919 43 Cífer
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