Terms & Conditions

TERMS & CONDITIONS

Summary of Terms and Conditions
1.1. The online store at https://www.cannorbeauty.com is operated by the business entity Cannor Natural Health Care s.r.o., with its registered office at Plovární 478/1301 00 Plzeň 301 00, Czech Republic, ID number (IČO) 05898463, registered in the Commercial Register maintained by the Regional Court in Plzeň, Section C, Insert 4254, VAT ID CZ05898463. You can contact us via our email address info@cannor.cz or phone +420 774 233 492.

1.2. When you place an order through the online store, it constitutes a contract between us. The contract is also formed if you send your order for offered goods via email to our email address. We will confirm the acceptance of your order and the contract by email.

1.3. Payment should be made within 5 days from the contract’s conclusion or later, depending on the chosen payment method.

1.4. As a consumer, you have the right to withdraw from the contract within 14 days from the receipt of the goods. There are exceptions to this right, which can be found in the full terms and conditions. We, as the seller, can withdraw from the contract until you take possession of the goods. After withdrawing from the contract, you must return the goods, including any gifts or bonuses we provided, at your own expense, within 14 days from the withdrawal date. We will refund the money within 14 days after receiving your withdrawal, but not before you return the goods or prove that the goods were sent back to us.

1.5. We process your personal data for the purpose of fulfilling our contractual obligations and based on your consent as specified in these terms and conditions.

1.6. When you order physical goods from our online store, it constitutes a purchase contract.

1.7. You become the owner of the goods upon receiving them, but not before you have fully paid the total price. If you, as a consumer or non-business legal entity, receive damaged goods, inform us immediately. In the case of discovering damage during the receipt of the goods, also inform the carrier. If you are a business entity, deal with the damage with the carrier.

1.8. If you are not a business entity, you have the right to report defects in the goods within 24 months of receiving them, or within a longer period if specified elsewhere. As a business entity, you can report defects that existed at the time when the risk of damage passed to you within 6 months, or in the case of hidden defects, within 2 years from receiving the goods. Details on how to report and what you can request in the case of a complaint can be found in the terms and conditions.

General Provisions
1.1. Scope of Terms and Conditions. These terms and conditions govern the formation of contracts between us as the seller and you as the customer through the online store, as well as our and your rights and obligations arising from these contracts. The terms and conditions also include mandatory information and provisions regarding your personal data and its processing. These terms and conditions became effective on August 23, 2017.

1.2. Definitions Used. In our terms and conditions, we use the following abbreviations:

1.2.1. We, meaning the seller, i.e., Cannor Natural Health Care s.r.o., with its registered office at Purkyňova 1020/27, Plzeň 301 00, Czech Republic, ID number (IČO) 05898463, registered in the Commercial Register maintained by the Regional Court in Plzeň, Section C, Insert 34254, VAT ID CZ05898463.

1.2.2. You, meaning the customer, i.e., the other party to the contract who may be one of the following:

1.2.2.1. Consumer, referring to a person not acting within their business or independent professional activity,

1.2.2.2. Non-business entity, referring to a legal person not acting within their business or independent professional activity,

1.2.2.3. Business entity, referring to a person or legal entity acting within their business or independent professional activity.

1.2.3. Online store, referring to our web interface located at https://www.cannorbeauty.com, where you can view our product offerings and place orders.

1.2.4. Email, referring to electronic mail through which you can contact us at the email address info@cannor.cz.

1.2.5. Phone, referring to the means of contacting us at the phone number +420 774 233 492.

1.2.6. Contracts, meaning purchase agreements.

1.3. Relationship of Terms and Conditions to Contracts. The terms and conditions are an integral part of contracts. Deviating provisions in the contract take precedence over the terms and conditions.

1.4. Relationship of Contracts and Terms and Conditions to Legal Regulations. Rights and obligations not regulated by the terms and conditions or the contract are governed by the legal regulations of the Czech Republic, especially Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection, in accordance with the legal regulations of the European Union, especially Directive 2011/83/EU on Consumer Rights and Directive 2000/31/EC on Electronic Commerce. In the event of a conflict between the terms and conditions or the contract and a legal regulation, unless it concerns a matter that can be deviated from by agreement, the legal regulation prevails.

1.5. Severability of Provisions of Terms and Conditions and Contracts. If any provision of the terms and conditions or the contract becomes invalid, ineffective, or unenforceable, it does not affect the validity and enforceability of the other provisions of the terms and conditions and the contract.

1.6. Relations with an International Element. In the presence of an international element, legal relations between us and you are governed by Czech law, and any disputes are subject to the jurisdiction of Czech courts. The United Nations Convention on Contracts for the International Sale of Goods (Vienna Convention) does not apply.

1.7. Methods of Resolving Complaints. Any complaints and disputes between you and us can be resolved:

1.7.1. Out of court through proceedings conducted by the Czech Trade Inspection (www.coi.cz),

1.7.2. Via email at our email address,

1.7.3. In person at any of our locations.

1.7.4. by phone on our phone number.

1.8. Regulatory Authorities. The activities of our company are monitored and supervised by the state authorities of the Czech Republic, to which you can address your complaints in accordance with the laws governing their jurisdiction and powers. The state regulatory authorities include, in particular:

1.8.1. Czech Trade Inspection

1.8.2. Trade Licensing Offices,
1.8.3. Office for Personal Data Protection,
1.8.4. State Agricultural and Food Inspection,
1.8.5. Regional Hygiene Stations,
1.8.6. State Institute for Drug Control (www.sukl.cz)

Ordering Goods and Contract Formation

2.1. Ordering Goods. You can order goods in our online store by accepting the offer to enter into a contract, which is the display of goods in the online store, through:

2.1.1. the online store,
2.1.2. email.
Any acceptance of our offer with additions or deviations is not possible and is considered a counter-offer from you.
2.2. Ordering Goods via the Internet. You can order goods via the online store by selecting the offered goods in the desired quantity, quality, and specification, adding the goods to your virtual cart, providing the required information, choosing the method of delivery and payment, and submitting your order by clicking the “Order” button, thereby concluding a contract. Before submitting the order, you will have the opportunity to review and, if necessary, modify the entered information.
2.3. Ordering Goods via Email. You can order goods via email by sending an email to our email address, which must include:
2.3.1. selected goods in the desired quantity, quality, and specification,
2.3.2. chosen method of delivery and payment,
2.3.3. your identification details:
2.3.3.1. name and surname and, if applicable, the name of the legal entity,
2.3.3.2. residence or registered office,
2.3.3.3. delivery address,
2.3.3.4. phone number,
2.3.3.5. ID number (IČO) if you are not a consumer,
2.3.3.6. VAT number (DIČ) if you are a VAT payer.

2.4. Confirmation of Order Acceptance. We will confirm the successful acceptance of your order and the conclusion of the contract by sending an email to your email address, which will include:
2.4.1. confirmation of the contract’s conclusion and its content,
2.4.2. our terms and conditions, including mandatory information.
In case of incomplete or incorrect orders, we will ask you to complete them or inform you of the impossibility of concluding the contract.

2.5. Language and Storage of the Contract. Contracts are concluded in Czech and, additionally, in English, Polish, Spanish, and German languages. We store the concluded contracts, and upon request, we provide access to your contract.

Concluded Contracts and Their Content

3.1. Amendment and Termination of the Contract. Concluded contracts cannot be unilaterally amended or terminated; such changes or terminations can only be made by mutual agreement or if provided by law or the terms and conditions.

3.2. Content of the Sales Contract. Based on the concluded sales contract, we are obligated to deliver the ordered tangible goods in the agreed manner and provide any agreed-upon services. You are obligated to accept the goods and pay us the total price, which includes the price of the ordered goods, the payment fee, the delivery fee, and the price of any other ordered services.

3.3. Protection of Intellectual Property. If we supply you with goods protected by intellectual property rights (especially copyright, trademarks, industrial designs, patents, and utility models), the contract does not include a license granting you the right to exercise intellectual property rights. Goods protected by copyright may only be used by individuals for personal purposes and by legal entities for their own internal use. In particular, you are not authorized to reproduce, further sell, lease, or otherwise make the goods available to third parties.

3.4. Discounts and Promotional Activities. Regarding discounts or other marketing activities, it is generally not possible to combine individual discounts and benefits unless specified otherwise.

3.5. Gifts and Bonuses. If gifts or other bonuses have been provided to you as part of the contract, the existence of a gift contract depends on the existence of the main contract, and the gift contract is concluded with the condition of its cancellation if the main contract is terminated.

3.6. Discount Coupons and Gift Vouchers. Discount coupons and gift vouchers can be used under the agreed conditions or the conditions stated on the coupon or voucher.

Payment Conditions

4.1. Payment Methods. The total price can be paid using the following methods:
4.1.1. cash on delivery upon receiving the goods,
4.1.2. in advance by bank transfer to our account.
4.1.3. in advance by credit card,
4.1.4. in advance via payment systems:
4.1.4.1. PayPal,
4.1.4.2. Comgate Payments;

4.2. Payment Deadline. You are required to pay the total price either before the goods are delivered, upon receipt of the goods, or later, depending on the agreed payment method. If the total price is to be paid before the goods are delivered, you must pay it within 5 days from the conclusion of the contract. If the total price is paid through a payment service provider, the total price is considered paid when the money is credited to our account with the payment service provider.

4.3. Payment by Credit. If payment of the total price is arranged through credit or another financial product based on an agreement with a financial service provider, this relationship is also governed by the agreement and terms of the financial product provider.

Delivery Conditions

5.1. Delivery Methods. You can find the available delivery methods in our online store at the website address https://www.cannor.cz/delivery-information/.

5.2. Limitations on Delivery of Goods. The delivery of goods by us is not subject to any geographical restrictions.

5.3. Acquisition of Ownership. You become the owner of the goods we deliver to you upon receipt of the goods, but not before you have fully paid the total price.

5.4. Delivery Time. The agreed delivery time for goods runs from the conclusion of the contract. If the total price is to be paid before the goods are delivered, the delivery time starts after the total price has been paid. The goods will be delivered during this period. If you are not a consumer and the goods are to be delivered to a destination using a carrier, the goods will be transferred to the carrier during this period.

5.5. Acceptance of Goods. You are obliged to accept the goods at the agreed time and place, depending on the delivery method. If the goods are to be delivered by a carrier, you are required to accept them upon delivery to the specified destination. If you fail to accept the goods, we have the right to withdraw from the contract, the right to payment of costs associated with the delivery of the goods, if they have not been paid before the delivery of the goods, and the right to payment for storage for the duration of storage of the goods, which ends when you accept the goods, withdraw from the contract, or we withdraw from the contract. The storage fee is CZK 10 per day, but its total amount may not exceed the price of the stored goods. If we subsequently deliver the goods to you after you have not accepted them, we have the right to charge you for the costs associated with the repeated delivery.

5.6. Damage to Goods During Delivery to Consumers or Non-Business Entities. If you are a consumer or non-business entity, the risk of damage to the goods passes to you upon receipt of the goods. If the goods are delivered to you damaged, you are obligated to inform us promptly about the damage, preferably by:

5.6.1. email to our email address,
5.6.2. by phone on our phone number.
If you discover damage to the shipment during the receipt of the goods, you must also inform the carrier. You can request the carrier to inspect the damaged shipment before accepting it, and if you find that the goods were damaged, you are not obligated to accept them from the carrier.

5.7. Damage to Goods During Delivery to Businesses. If you are a business entity and the goods are to be delivered by a carrier, the risk of damage to the goods passes to you upon transfer of the goods to the carrier. If damage to the goods occurs after the risk of damage has passed, we are not responsible for it, and the damage to the goods does not affect your obligation to pay the total price and the obligation to accept the goods. If the goods are delivered damaged to you, you are required to report the damage to the carrier without delay.

5.8. Packaging of Goods. Unless otherwise agreed, the goods will be packaged in a manner suitable for their storage and protection.

Right to Withdraw from the Contract

6.1. General Withdrawal from the Contract. By withdrawing from a concluded contract, the contract is canceled from the beginning, and the parties are obligated to return everything they provided under the canceled contract. Withdrawal from the contract also cancels any related gift contract. The right to withdraw from the contract can be exercised under conditions specified in the terms and conditions or as stipulated by legal regulations.

6.2. Our Right to Withdraw from the Contract. We have the right to withdraw from a concluded contract at any time from the date of contract conclusion until you take possession of the goods from us, for the following reasons:

6.2.1. Depletion of stock of ordered goods.
6.2.2. Non-acceptance of the goods upon delivery.
6.2.3. Misuse of the ordering system of our online store.
6.2.4. Providing incorrect information when ordering goods.
6.2.5. Ordering goods at a significantly lower price than the usual price, if the goods were offered at this price due to an error or mistake of our online store.
6.2.6. Other circumstances deserving special consideration.

6.3. Legal Right of Consumer to Withdraw from the Contract. If you are a consumer, you have the right to withdraw from a concluded contract within a period of 14 days from the date of:

6.3.1. Receiving the goods, in the case of a purchase contract.
6.3.2. Receiving the last delivery of goods, in the case of a contract for multiple types of goods or delivery of several parts.
6.3.3. Receiving the first delivery of goods, in the case of a contract for regular repeated delivery of goods.
6.3.4. Contract conclusion, in the case of other contracts.

6.4. Inability to Withdraw from the Contract. You do not have the right to withdraw from contracts:

6.4.1. For the delivery of goods that have been customized according to your wishes or for your personal use.
6.4.2. For the delivery of goods in a sealed package that has been opened, and for hygienic reasons, it cannot be returned. Or in cases where the packaging has been opened or the hygienic seal has been broken.
6.4.3. For the delivery of perishable goods or goods that have been irreversibly mixed with other goods after delivery.
6.4.4. For the provision of services if they have been performed with your prior consent before the withdrawal period expires.
6.4.5. As otherwise specified by law.

6.5. Method of Withdrawing from the Contract. If you have the right to withdraw from the contract and wish to do so, you can exercise this right through a unilateral legal action, which you will deliver to us, preferably by completing the contract withdrawal form attached to the terms and conditions and sending it by email to our email address.

6.6. Compliance with the Deadline. If you are a consumer, it is sufficient to send us your withdrawal by the last day of the withdrawal period to meet the deadline for withdrawing from the contract.

6.7. Return of Goods After Contract Withdrawal. If you withdraw from the contract, you are obliged to return the goods to us at your own expense, preferably concurrently with the withdrawal from the contract, but no later than 14 days from the delivery of the withdrawal. You can return the goods:

6.7.1. By sending the goods to our registered office address.
6.7.2. In person at any of our stores.

You must return the goods undamaged, clean, unused, and showing no signs of wear, including all accessories and documentation, preferably in the original packaging. You are also required to return any gifts and bonuses received based on the canceled contract.

6.8. Refund After Contract Withdrawal. If you, as a consumer, withdraw from the contract, we will refund the funds paid to you within 14 days of receiving the withdrawal, but not before you return the goods to us or prove that the goods have been sent back. We will refund the delivery costs paid to you only to the extent of the cheapest comparable delivery method we offer. If there is a decrease in the value of the returned goods due to handling them differently than is necessary to become familiar with their nature, properties, and functionality, the refunded amount will be reduced by the amount by which the value of the goods has decreased. We will refund the funds in the same manner in which we received them from you, or by another method upon mutual agreement, provided it does not incur additional costs for you.

Complaints of Goods Defects by Consumers and Non-Entrepreneurs

7.1. Scope. This section of the terms and conditions applies to you only if you are a consumer or a non-entrepreneur and regulates our liability for defects in goods.

7.2. Warranty Period. The warranty period is 24 months.

7.3. Our Liability for Goods Defects. We are responsible for ensuring that the goods have no defects at the time of delivery and during the warranty period. In particular, we are responsible for ensuring that the goods:

7.3.1. Have the qualities we have agreed upon, and if such agreements are absent, possess qualities that we or the manufacturer have described, or that you could reasonably expect based on the nature of the goods and advertising.
7.3.2. Are suitable for the purpose we specify for their use or for the purpose for which goods of this type are usually used.
7.3.3. Conform to the quality or performance of the agreed sample or template, if the quality or performance was determined according to the agreed sample or template.
7.3.4. Are in an appropriate quantity, measure, or weight.
7.3.5. Comply with legal requirements.

7.4. Extended Quality Warranty. If there is a period indicated on the sold goods, its packaging, in the instruction manual attached to the goods, in advertising, or in the contract, during which the goods or part of it can be used and that period is longer than the warranty period, we are responsible for ensuring that, until the end of the indicated period:

7.4.1. The goods or its part remains fit for its usual purpose.
7.4.2. The goods or its part retains its usual properties.

The extended quality warranty period starts to run simultaneously with the warranty period. We offer an extended quality warranty only for some goods if its period is indicated in the ways mentioned above.

7.5. Limitations of Liability. We are not responsible for:

7.5.1. Goods sold at a lower price for a defect for which the lower price was agreed.
7.5.2. Wear and tear of goods caused by their normal use.
7.5.3. Used goods for defects corresponding to the extent of use or wear that the goods had at the time of acceptance.
7.5.4. Defects in goods that result from the nature of the goods, especially for consumable goods and those prone to rapid decay.
7.5.5. Defects in goods that you were aware of before taking possession of the goods.
7.5.6. Defects that you have caused yourself.

7.6. Time to Assert Rights. You must inspect the goods as soon as possible and confirm their properties and quantity. You must assert your rights arising from the liability for defects in goods without undue delay, immediately after you could have discovered the defects, within the warranty period or the extended quality warranty period. Otherwise, your rights arising from the liability for defects in goods will expire, and you will not be entitled to them.

7.7. Your Rights in Case of Goods Defects. If the goods have a defect, you have the right to:

7.7.1. Free defect rectification.
7.7.2. If, in view of the nature of the defect, it is disproportionate, especially if the defect cannot be remedied without undue delay, the delivery of new goods without defects. If the defect concerns only a part of the goods, you may request the replacement of the part.
7.7.3. If it is not possible to rectify the defect or exchange the goods or its part, withdraw from the contract.
7.7.4. A reasonable price reduction.

7.8. Your Rights in Case of Defective Used Goods. If the goods sold with a defect or the goods sold as used have a defect, you have the right to:

7.8.1. Free defect rectification.
7.8.2. A reasonable price reduction.
7.8.3. If it is not possible to rectify the defect or reduce the price, withdraw from the contract.

7.9. Your Rights in Case of Repeated or Multiple Occurrence of Goods Defects. If you cannot properly use the goods due to the repeated occurrence of the same defect after repair or due to the occurrence of several defects, you have the right to choose:

7.9.1. Delivery of new goods or the replacement of a part, except for goods sold with a defect or used goods.
7.9.2. A reasonable price reduction.
7.9.3. Withdrawal from the contract.

Repeated occurrence of a defect is considered if the same defect occurs on the item after at least two previous repairs. A greater number of defects is considered if at least three defects that each individually prevent the use of the goods occur simultaneously.

7.10. Inability to Request Contract Withdrawal and Delivery of New Goods. If you cannot return the goods in the same condition as when received, you cannot withdraw from the contract or request the delivery of new goods. This does not apply if:

7.10.1. The condition of the goods changed as a result of an inspection to identify a defect.
7.10.2. You used the goods before discovering the defect.
7.10.3. You did not cause the inability to return the goods in an unchanged condition by your actions or omissions.
7.10.4. You sold the goods before discovering the defect, consumed them, or altered them through normal use. If this occurred only in part, you must return what you can still return and provide compensation for the benefits derived from the use of the goods.

7.11. Complaint Procedure. If you wish to assert your rights arising from the liability for defects, you can do so by:

7.11.1. Sending the goods to our registered office address.
7.11.2. In person at any of our stores.
7.11.3. If another person responsible for defects is indicated in the warranty certificate or other document, on the packaging of the goods, or on our online store.

7.12. Complaint Requirements. You must deliver the goods to us in a condition that allows us to assess the legitimacy of the complaint, especially without excessive contamination. When making a complaint, you must:

7.12.1. Prove that the goods were purchased from us.
7.12.2. Specify what defect of the goods you are complaining about and how you want the complaint to be handled. The requested method of handling the complaint cannot be changed without our consent.

7.13. Complaint Resolution. If you are a consumer, your complaint will be processed without undue delay, no later than 30 days from the date of filing the complaint. If you are a non-entrepreneur, your complaint will be processed without undue delay, but no later than 30 days. You will be notified of the resolution of the complaint within this period, and the goods will be returned to you in the same manner as when you submitted the complaint. If your complaint is not resolved in time, you have the right to withdraw from the contract. If your complaint is recognized, the warranty period and the extended quality warranty period will be extended by the time it took to process your complaint.

7.14. Reimbursement of Complaint Costs. If your complaint is approved, you have the right to reimbursement of necessary expenses that were reasonably incurred when asserting your right regarding product defect liability. If the complaint is denied, we have the right to reimbursement of necessary costs incurred due to the return of your goods.

7.15. Complaint Confirmation. When asserting your right regarding product defect liability, we will provide you with a written confirmation specifying when you exercised your right, the contents of the complaint, the method of complaint resolution you requested, as well as confirmation of the date and method of handling the complaint, including confirmation of any repairs performed and the duration thereof, or a written justification for denying the complaint.

Complaints about Defective Goods by Entrepreneurs

8.1. Scope. This section of the terms and conditions applies to you only if you are an entrepreneur and regulates our liability for product defects.

8.2. Our Liability for Product Defects. We will deliver the goods to you in the agreed quantity, quality, and performance. If the quality and performance are not specified, we will deliver the goods in quality and performance suitable for the purpose evident from the contract or, otherwise, for the usual purpose. If the quantity is only approximated, we will determine the exact quantity. In case the goods have a defect when the risk of damage passes to you, we are liable for it. This does not apply if it is a defect that could have been noticed with usual attention at the time of concluding the contract.

8.3. Extra Warranty for Entrepreneurs. We do not provide an extra warranty for quality, and we do not accept liability for defects in goods that occur after the risk of damage has passed to you.

8.4. Limitation of Liability. We are not liable to you for:

8.4.1. Goods sold at a lower price due to a defect agreed upon,
8.4.2. Wear and tear caused by regular use of the goods,
8.4.3. Used goods for defects corresponding to the extent of use or wear and tear the goods had upon delivery,
8.4.4. Defects resulting from the nature of goods, especially goods that are perishable or subject to rapid deterioration,
8.4.5. Defects in the goods you were aware of before taking delivery,
8.4.6. Defects in the goods caused by you.

8.5. Timeframe for Exercising Rights. You are obliged to inspect the goods as soon as possible and verify their characteristics and quantity. You must assert your right regarding liability for product defects with us without undue delay, no later than 6 months, or in the case of hidden defects, within 2 years from the date we delivered the goods to you. Otherwise, your right regarding liability for product defects will expire, and you will not be entitled to it.

8.6. Your Rights in Case of Material Breach of Contract. If the defect constitutes a material breach of the contract, you have the right to:

8.6.1. Have the defect remedied by the delivery of new defect-free goods or by supplying the missing goods,
8.6.2. Have the defect remedied by repairing the goods,
8.6.3. Be granted a reasonable price reduction, or
8.6.4. Withdraw from the contract.

A material breach of the contract is deemed to be the delivery of goods with such a defect that we must have known about at the time of concluding the contract, which, had you foreseen it, would have caused you not to enter into the contract with us; in all other cases, a breach of the contract is considered non-material. If you do not notify us of your chosen remedy, you have the same rights as in the case of a non-material breach of the contract.

8.7. Your Rights in Case of Non-material Breach of Contract. If the defect is a non-material breach of the contract, you have the right to:

8.7.1. Have the defect remedied, or
8.7.2. Be granted a reasonable price reduction. If you do not notify us of your chosen remedy, we can remedy the defect by repairing the goods, delivering new goods, or supplying what was missing in the delivery. You cannot change your chosen remedy later without our consent.

8.8. Inability to Demand Withdrawal from the Contract and Delivery of New Goods. If you cannot return the goods in the condition in which you received them, you cannot withdraw from the contract or demand the delivery of new goods. This does not apply if:

8.8.1. A change in the condition occurred due to an inspection aimed at identifying the defect in the goods,
8.8.2. You used the goods before discovering the defect,
8.8.3. You did not cause the impossibility of returning the goods in an unchanged condition through your actions or omissions, or
8.8.4. You sold the goods before discovering the defect, consumed them, or altered the goods during regular use. If this happened only in part, you will return what can still be returned and compensate us for the benefit you received from using the goods.

8.9. Complaint Procedure. If you want to exercise your right regarding liability for product defects, you can do so by:

8.9.1. Sending the goods to any of our stores,
8.9.2. In person at any of our stores,
8.9.3. If another person designated to handle liability for defects is indicated in the warranty certificate or other document, on the packaging of the goods, or on our online store.

8.10. Requirements for Complaints. You must hand over the goods to us in a condition that allows us to assess the legitimacy of the complaint, particularly, it is not possible to hand over excessively soiled goods. When making a complaint, you must:

8.10.1. Prove that the goods were purchased from us,
8.10.2. Specify the defect in the goods that you are complaining about and the way you request the complaint to be processed. The chosen method of complaint processing cannot be changed later without our consent.

8.11. Processing of Complaints. Your complaint will be processed without undue delay, but no later than within 30 days. The goods will be returned to you in the same way they were handed over to us when you submitted the complaint. If your complaint is recognized, the period for exercising your rights regarding liability for product defects is extended by the time it took us to process your complaint.

8.12. Compensation of Complaint Costs. If your complaint is recognized, you have the right to be reimbursed for necessary costs incurred when asserting your right regarding liability for product defects. If your complaint is rejected, we have the right to reimbursement for necessary costs incurred by returning your goods.