Complaints Procedure

Seller

• Company: SeMa Distribution, s.r.o.
• Registered office: Axmanova 3885/5, 767 01 Kroměříž
• Company ID (IČO): 23511303
• E-mail: info@feynlabczech.cz
• Phone: +420 733 668 557

This complaints procedure describes how to exercise your rights from defective performance for goods bought in the FEYNLAB® Czech Republic online shop. It supplements the Terms & Conditions. This English text is a translation. The Czech version prevails.

What we are liable for

We are liable for the goods being free of defects when you receive them: that they have the characteristics we described or that can reasonably be expected, are fit for the purpose for which they are usually used, match the description in quality and design, and are delivered in the agreed quantity and with instructions.

A consumer may report a defect within 24 months of receiving the goods. If a defect appears within the first year after receipt, the goods are presumed to have been defective on receipt, unless the nature of the goods or of the defect rules this out.

What a complaint does not cover

• normal wear and consumption (for example a product being used up, wear of polishing pads and microfibre cloths),
• defects caused by improper storage, use contrary to the instructions or use after the use-by period marked on the packaging,
• defects we told you about and for which a lower price was agreed,
• the result of an application carried out by you or a third party (for example a studio), unless the defect was caused by a defect of the goods themselves.

Store and use chemical products according to the manufacturer's instructions and safety data sheet.

How to make a complaint

1. Write to us at info@feynlabczech.cz or call +420 733 668 557. State the order number, which goods are concerned and how the defect shows. Photos help.
2. We will agree with you whether and where to send the goods. Unless we give you a different address, send them to our registered office at Axmanova 3885/5, 767 01 Kroměříž.
3. We will confirm when you made the complaint, what it concerns and which remedy you request. Once it is settled, we will send you a confirmation of how we settled it and how long it took.

Time limit

We settle a consumer's complaint without undue delay and no later than 30 days after it was made, unless we agree with you on a longer period.

Possible outcomes

As a consumer you may request that the defect be remedied by repair or by delivery of new goods free of defects. You may request a reasonable discount or withdraw from the contract if we do not remedy the defect or it cannot be remedied, if the defect recurs, if it is substantial, or if it is clear that we will not remedy it in time or without significant difficulty. You cannot withdraw from the contract if the defect is only minor.

If the complaint is justified, we will reimburse the costs you reasonably incurred in making it (for example postage for sending the goods). If we reject the complaint, we will explain why.

Business customers

For businesses the Civil Code applies without the special consumer provisions. Report a defect to us without undue delay after you discovered it or could have discovered it with due care. The procedure is the same as above.

Out-of-court dispute resolution

If we do not reach an agreement with a consumer, the consumer may file a proposal for out-of-court dispute resolution with the Czech Trade Inspection Authority at adr.coi.cz.