Complaints and returns of goods

Complaints procedure

Operator:
Inspired by Nature
Tereza Kotkova
ID: 19229992
with registered office: Anežky Malé 771/11. Prague 4, 149 00
A natural person doing business, registered in the Trade Register at the Municipal Court in Prague

1. BASIC PROVISIONS
This complaint procedure is a binding provision and summarizes the mutual business relationship, conditions, rules, rights and obligations between you as a purchasing customer (hereinafter referred to as the "Buyer") and the operator of the online store www.inspiredbynature.cz (hereinafter referred to as the "Seller"). It becomes binding for both parties at the moment of conclusion of the purchase contract (date of acceptance of the Buyer's order by the Seller).

2. OBVIOUS DEFECTS UPON RECEIPT OF GOODS
If the goods show obvious defects when taken over from the transport company, i.e. in particular damaged packaging, the Buyer is entitled not to accept the shipment. In such a case, the Buyer shall draw up a report on the damage to the shipment with an employee of the transport company. In such a case, the Buyer shall retain the right to proper performance by the Seller or to a refund of the purchase price at the Buyer's choice. In the event that the Buyer has taken over the shipment from the transport company and discovered obvious defects after unpacking the shipment (incompleteness of the shipment, mechanical defects), he is obliged to notify the Seller of this in writing immediately, but no later than within 3 days of taking over the shipment.

3. RETURN OF GOODS WITHOUT STATEMENT OF REASON
According to Act 367/2000 Coll., the Buyer has the right to withdraw from the contract within 14 days of receipt of the performance without giving a reason. The goods must be returned to the address of the Seller's partner A.Malé 771/11, 149 00 Prague 4 as a regular package. With the addition of a contact phone number: +420 775 227 236.

Shipments returned by cash on delivery will not be accepted. The goods, including the original packaging, must be intact, undamaged, unused. All documents, instructions, warranty certificates, etc. must be included and the goods must be capable of further distribution. A copy of the proof of purchase in our store - invoice - must be included in the returned shipment. Based on the goods returned in this way, the Seller will immediately refund the money for the ordered goods in the amount for which the goods were purchased, including the cheapest shipping cost. In the event of failure to comply with the above conditions, the Seller will not be able to accept withdrawal from the contract and the goods will be returned at the Buyer's expense. If the goods are not accepted and are returned, the Seller is entitled to charge a storage fee for each day of delay in collecting the goods in the amount of 0.05% of the value of the goods. The return of goods must be notified in advance to the Seller's email terka@inspiredbynature.cz, worded as follows: "I want to unilaterally withdraw from the contract dated dd.mm.yyyy number (order number) and request a refund of the amount paid for the goods to account number (your account number). Date and signature.".

4. CONFLICT WITH THE PURCHASE CONTRACT
If the goods do not comply with the purchase contract upon receipt by the Buyer ("non-conformity with the purchase contract"), the Buyer has the right to have the Seller bring the goods into a condition consistent with the purchase contract free of charge and without undue delay, at the Buyer's request, either by replacing the goods or repairing them. If such a procedure is not possible, the Buyer may request a reasonable discount on the price of the goods or withdraw from the contract. This does not apply if the Buyer knew about the non-conformity with the purchase contract before receipt of the goods, or if he himself caused the non-conformity with the purchase contract. A non-conformity with the purchase contract that becomes apparent within six months of the date of receipt of the goods is considered to be a non-conformity that already existed upon receipt of the goods, unless this is contrary to the nature of the goods or unless the contrary is proven.

5. PLACE OF CLAIM
The complaint about the goods is always made at the premises of the Seller's partner. The address of the premises is A.Malé 771/11, 149 00 Prague 4. If the Buyer decides to send the complained goods to the address of the premises, he must notify the Seller in advance, either by phone or by email to terka@inspiredbynature.cz. In his own interest, he ensures that the goods are packed in suitable and sufficiently protective packaging material that meets the requirements for the transport of fragile goods.

6. HOW TO MAKE A COMPLAINT
The complaint is filed by a unilateral legal act in which the Buyer points out a specific defect, describes how the defect manifests itself and states what specific claim from liability for the defect is being filed (complaint report). This is done in writing and delivered to the Seller by email. Documentation of the defect in the form of an attached photograph can simplify the entire complaint process. Under no circumstances should you send the goods to the Seller's address without prior written notification of the complaint. The Seller has a 30-day period for removing the defect from the moment the goods are received by the Seller. The Seller will immediately contact the Buyer and agree with him on the most appropriate form of complaint procedure. In all cases, it is necessary to submit a complaint report, a copy of the proof of purchase in our store - invoice, complete product. If it is a repeated complaint, the Buyer is also obliged to submit a copy of the report on the previous warranty repair. In the event that the Seller is unable to process the complaint within 30 days from the date of filing the complaint, the Buyer is granted the same rights as if it were an irremovable defect that completely prevents the use of the goods and the Buyer is entitled to exchange the goods for the same or similar quality, type and type.

7. UNAUTHORIZED COMPLAINT, TERMINATION OF THE RIGHT TO COMPLAINT
If the complaint was unjustified, the Buyer is obliged to reimburse the Seller for the costs incurred by him in connection with the unjustified complaint. The right to a complaint expires when the goods are used in conditions that do not correspond to the conditions specified in the documentation for the goods (the documentation also includes the notice on the original packaging of the goods), by careless, excessive or unprofessional handling, or by force majeure.

The warranty does not cover damage caused by:
1) mechanical damage to the goods
2) electrical surge (visibly burnt components or printed circuit boards)
3) using the goods in conditions that do not correspond to the temperature, dustiness, humidity, chemical and mechanical influences of the environment directly determined by the seller or manufacturer
4) unprofessional installation, handling, operation, or neglect of care for the goods
5) the goods were damaged by excessive loading or use contrary to the conditions specified in the documentation or general principles
6) by performing unqualified intervention or changing parameters
7) goods that have been modified by the customer (painting, bending, etc.), if the defect arose as a result of this modification
8) the goods were damaged by natural elements or force majeure

8. CONTACT FOR COMPLAINTS
To handle a complaint, please use this contact:
+420 775 227 236 Terka@inspiredbynature.cz

The complaints procedure is valid from 01.12.2023.

FILES FOR DOWNLOAD

Withdrawal from the Purchase Agreement

Complaint form