Complaints about goods purchased in the online store 

  • If a defect occurs in the purchased goods, the consumer has the right to complain about the defect. For the correct assessment of the complaint, it is necessary that the claimed goods are clean, complete and in accordance with hygienic regulations or general hygienic principles..
  • When using the goods, the consumer is obliged to observe, in addition to the generally known rules, also the conditions set for the use of the goods in the warranty card or instructions for use, use and treat the goods in accordance with their natural life and must not break seals if the goods are sealed.

Place of claim

  • Proof of purchase (cash register block or invoice) is always sufficient to exercise the rights arising from liability for defects (complaints). Submission of proof of purchase for the purpose of a complaint is sufficient even if a warranty card has been issued but the customer has lost it. In this case, the complaint will be accepted.

Internet Wholesale Responsibility 

  • When selling goods, the seller is responsible for ensuring that the goods are in accordance with the consumer purchase agreement, i. that the thing sold has the quality and performance required by the contract, described by the seller, the manufacturer or his representative, or expected on the basis of the advertising made by them, or quality and performance for a thing of the kind usual to meet the requirements, legislation, is in the specified appropriate quantity, measure or weight and corresponds to the purpose stated by the seller when using the thing or for which the thing is usually used.
  • If the goods are defective when taken over by the consumer, they are in conflict with the consumer's purchase contract.
  • The seller is liable to the consumer for defects that manifest themselves as a conflict with the consumer's purchase contract after taking over the goods during the warranty period. In this case, the seller is liable for the defect without having to examine the conditions of the warranty period.
  • A document must be issued to the customer about the received complaint, stating the date when the complaint was made, what goods are claimed, when and where the claimed goods were purchased, the price at which the goods were purchased..
  • If the consumer complains about defects in the goods, the employee of the complaints department is obliged to properly check the complaint and decide on its equipment. However, the settlement of the complaint may not take longer than 30 days from the date of the complaint.

Deadlines for making complaints

  • The seller is responsible for defects in non-food goods for a period of 24 months from the receipt of the goods by the consumer, if the goods, their packaging, instructions or warranty card do not state a longer period. In the warranty card, the seller will specify the conditions and scope of this longer warranty.
  • The seller will not issue warranty certificates unless requested by the consumer. At the request of the consumer, the seller is obliged to issue a warranty card. If the nature of the matter allows it, it is sufficient to issue the consumer a proof of purchase instead of a guarantee certificate. It is explained to the consumer that proof of purchase is sufficient to settle the complaint.
  • The seller will issue warranty certificates in the case of longer warranty periods than 24 months provided for their own products and for the goods sold, where the warranty certificate is supplied with the product by the supplier.
  • If the complaint is equipped with a repair, the warranty period is extended by the time from the complaint to the day when the consumer is obliged to take over the goods after the repair, even if the buyer has not done so. The seller is obliged to issue the buyer a confirmation of when he exercised this right, as well as of the repair and its duration.
  • If the complaint is settled by exchanging defective goods for goods without defects, the new warranty period for new goods runs again from the day of taking over the new item or from the day when the customer was obliged to pick up the item after handling the complaint.
  • If the consumer did not pick up the item after handling the complaint (maximum 30 days from receipt of the complaint), although the handling of the complaint was duly notified to him by registered letter with a request to pick up the item, the seller proceeds as follows:

Consumer rights - buyers from ATRIA SK s.r.o

  • In the event of defects in the goods, which the consumer claims during the warranty period, he has the right to have the defect rectified free of charge, properly and in good time in the event of remediable defects. The seller is obliged to eliminate the defect without undue delay. The inadequacy of costs will be assessed by the sales manager in accordance with the instructions received from the sales and marketing department. It will also assess the possibility of replacing the defective item with a perfect one. When exchanging a thing, it doesn't matter if the thing has already been used.
  • In the case of defects which cannot be remedied and which prevent the thing from being properly used as a thing without defects, the consumer has the right:
    • to exchange the item (the seller is obliged to replace the item) or
    • the right to withdraw from the contract and demand a refund of the purchase price (the seller is obliged to return the purchase price paid to the consumer).
  • The costs of sending or delivering the claimed goods to ATRIA SK s.r.o shall be borne by the buyer. In case of assessing the complaint as justified, the postage is paid by the company ATRIA SK s.r.o when sending the goods back to the customer.
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