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Complaints Code

Dear Customers
The company FOR LIFE & MAGADA is doing its best to meet customers’ expectations. What we are striving for is mutual contentment, satisfaction and trust. 
Even if the complaints and mutual business relations are governed by our Business Terms and Conditions as well as by the Czech Act number 89/2012 Sb. Civil Code, we would like to summarize in brief how any of your eventual complaints shall easily be made and dealt with.

1) What to do in case of complaints (claims arising out of defects in goods)
2) What to do in case there is any discrepancy between the goods delivered and the invoice received

For details, please see our Business Terms and Conditions.


1. What to do in case of complaints (claims arising out of defects in goods)

1.1 INFORM US ABOUT YOUR COMPLAINT (EITHER BY EMAIL OR IN WRITING)
The Buyer is entitled to complain about hidden defects of the quality of the goods during the guarantee period that is specified on the goods’ packaging. In this case the Buyer has to contact the company FOR LIFE spol. s r.o. 
In addition to the here above, the Buyer is entitled to complain about evident defects of the quality of the goods within the period of 30 (thirty) days from the day on which the goods were accepted. The complaint can be made only if the product has been used in accordance with the information contained in the instructions for use and if at least one half of the content of the product is still available.
The Buyer’s claims arising out of the defects in goods as well as the way the Buyer’s complaints is dealt with are governed by the relevant provisions of the Civil Code of the Czech Republic.

Note: 
The products made by the company FOR LIFE spol. s r.o. contain natural extracts and active substances in optimal proportions. As natural extracts are characterized by their unique coloring and composition, the single batches of products can differ one from the other slightly as to their coloring. If the product’s color changes or if there is some extract’s sediment at the bottom of the product’s container during the product’s shelf life, neither this change in color nor this sediment constitutes a defected product!


1.2 SEND THE GOODS BACK TO THE COMPANY’S ADDRESS
(The goods can also be handed over at the company’s shop in Brno.)

a) The Buyer is obliged to make the complaint at the Seller without any undue delay from the moment the Buyer discovered the defect in goods. If the Buyer makes the complaint in writing or electronically, the Buyer shall specify his contact details, describe the defect and specify how he wants the Seller to settle this complaint. 

b) The Buyer is obliged to prove he has bought the goods (at the best by providing the relevant proof of purchase). The term for the complaint settlement starts to run on the day on which the goods were handed over or delivered to the Seller or to the determined place of service. The goods to be returned should be packed in packaging that is appropriate for the transport so that the goods do not get damaged during the transport. The goods should be clean and complete.

c) Within three days, the Seller is obliged to decide on the complaint itself  or to decide that professional evaluation (laboratory tests) is necessary for making the decision on the complaint. Is the professional evaluation necessary, the Seller informs the Buyer on that within the here above period of time. The Seller settles the complaint and rectifies the defect without any undue delays at the latest by 30 (thirty) days from the day on which the complaint was made, unless the Seller and the Buyer agree in writing on a longer period of time. After the expiration of this period the Buyer has the same rights as if the defect in goods was an irremediable product defect. 

d) The guarantee period shall be automatically extended by the period of time that starts to run on the day on which the complaint was made and ends on the day on which the complaint was settled or on the day on which the Buyer was obliged to pick up the goods. If the goods are exchanged, the guarantee period starts to run anew. If only a part of goods is exchanged, only the guarantee period related to the part of goods that has been exchanged starts to run anew. The Seller binds himself to inform the Buyer in writing by sending an email or an SMS to the Buyer, whichever the Buyer chooses.

e) Is the complaint justified, i.e. legitimate, the Buyer is entitled to reimbursement of the necessary amount of costs incurred in relation to that complaint. Is the complaint unjustified, the Seller is entitled to reimbursement of the necessary amount of costs incurred by him in relation to that complaint.


2. What to do in case there is any discrepancy between the goods delivered and the invoice received
The Buyer has the right to exchange the goods if the Seller made the mistake and the goods do not correspond to what was specified in Buyer’s order or if the goods were not delivered in the appropriate state. In such a case, without any undue delay, the Buyer sends the goods at his own expense back to the Seller and the Seller - without any undue delay - sends to the Buyer new goods and reimburses him the costs the Buyer reasonably incurred by sending the goods to the Seller.

 

 

 

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