COMPLAINTS CONDITIONS Melrose Marmara sro
This Complaints Procedure is valid from 01.01.2021 and is available at the seller's registered office or as a document at Melrose Marmara sro
The complaint procedure describes the current business cooperation between the buyer and the company Melrose Marmara sro with its registered office in Námestie sv. Egídia 15/35 058 01 Poprad, IČO: 53694520 (hereinafter only the seller) and a branch for the return of goods and complaints Melrose Marmara sro Námestie sv. Egídia 15/35 058 01 Poprad,
The buyer is obliged to get acquainted with the complaint procedure and the General Terms and Conditions before ordering the goods. By taking over the goods from the seller, they agree to the complaint procedure below. In the event that the goods are not taken over in person, the takeover of the goods means the moment of their delivery to the first carrier.
As proof of warranty (warranty card), the Seller issues a purchase document (invoice - hereinafter referred to as warranty card) for each purchased goods with all the necessary data to claim the warranty (name of goods, length of warranty, price, quantity, product code ....) .
The warranty period begins on the day the goods are taken over by the buyer. The statutory warranty period is generally 24 months. The seller may extend this statutory period. The length of the warranty period is always indicated on the warranty card (in the warranty column).
The warranty period consists of the statutory period (24 months) and any extended period. Within the statutory warranty period, complaints are governed by the Civil Code No. 40/1964 Coll. § 619-627 with regard to these complaint rules. In case of an extended period, complaints are governed exclusively by these rules.
An exception may be made for goods sold at a discount (goods damaged, used, incomplete, etc.). If the buyer is a consumer and if the items are used, the seller is not liable for errors corresponding to the degree of use or wear and tear that the goods had when taken over by the buyer. The rights from the liability for defects of the goods expire if they have not been exercised within 24 months from the date of receipt of the goods by the buyer. The seller may, by agreement with the buyer, shorten this period to not less than 12 months. This period shall be stated by the seller in the proof of sale of the goods. For goods sold at a lower price due to an error or incompleteness, the warranty does not cover errors for which a lower price was agreed.
For selected products, the manufacturer's warranty is limited to non-consumer buyers. The legal rights of the end customer (consumer) are not affected in any way, the guarantee applies to them according to the law.
The buyer is obliged to check the condition of the shipment together with the carrier immediately upon delivery (number of packages, integrity of the tape with the company logo, damage to the box) according to the enclosed consignment note. The buyer is entitled to refuse to accept the shipment, which is not in accordance with the purchase contract by the fact that the shipment is e.g. incomplete or damaged. If the Buyer accepts such a damaged consignment from the carrier, it is necessary to describe the damage in the carrier's acceptance protocol.
Incomplete or damaged shipment must be reported immediately by e-mail to the address: firstname.lastname@example.org, write a record of the damage with the carrier and send it without undue delay by e-mail or mail to the seller. Additional complaints about incompleteness or external damage to the shipment gives the seller the opportunity to prove that this is not a breach of the purchase contract.
The warranty does not cover defects caused by improper handling, insufficient or improper treatment, due to natural changes in the materials from which the goods are made, due to any damage by the user or a third party, or other incorrect intervention.
COMPLAINT EQUIPMENT METHOD
If the buyer is a consumer without an ID:
If it is a defect that can be removed, the goods will be repaired. If repair is not possible and the nature of the error does not prevent normal use, the seller may agree with the buyer on a reasonable discount on the price of the goods. In the case of a discount, this defect cannot be claimed later. If it is impossible to handle the complaint with any of the above options, a credit note will be issued to the buyer.
In the case of a defect which cannot be remedied and which prevents the item from being properly used as a defect-free item, the seller will offer the buyer an exchange of defective goods for goods with the same or similar performance or issue a credit note.
If the buyer is an entity with ID number:
If it is a defect that can be removed, the goods will be repaired. If repair is not possible and the nature of the error does not prevent normal use, the seller may agree with the buyer on a reasonable discount on the price of the goods. In the case of a discount, this defect cannot be claimed later.
In the case of a defect which cannot be remedied and which prevents the thing from being properly used as a thing without error, the seller is entitled to exchange the defective goods for goods with the same or similar performance or issue a credit note.
The seller handles complaints about the goods without undue delay, but no later than within 30 days from the day following the complaint by the buyer. This period is not binding on the buyer, who applied the ID number during the purchase and thus his relationship with the seller is regulated by the Commercial Code.
After handling a justified complaint, the warranty period is extended by the duration of the complaint. In the event of an unjustified complaint, the warranty period is not extended. If the claim was settled with an exchange, the next possible claim is considered to be the first claim of the goods. (The duration of the complaint is calculated from the day after receipt until the day of handling the complaint. However, not until the buyer picks it up. The customer is informed about the equipment by the e-mail he stated at the time of purchase.)
After the complaint has been settled, the seller will notify the buyer of the termination of the complaint either by telephone or by e-mail. If the goods were sent by the transport service, they will be automatically sent to the buyer's address after processing. If, for technical reasons, the buyer does not receive the e-mail within the statutory one-month period, the buyer has the opportunity to automatically appear at the complaints department, where he will be dealt with a complaint issued after submitting the original complaint.
In case of non-collection of the claimed goods within 60 days from the date of filing the complaint, the seller is, according to § 656 of the Civil Code, entitled to charge the amount for storage when removing the complaint. This amount is set at 0.50 EUR / day for goods up to 5 kg.
For the company Melrose Marmara sro
Prepared in accordance with the Civil Code. no. 108/2000 Coll. , Commercial Code. and relevant amendments to Zz