Returns and complaints

The buyer is obliged to file a complaint with the seller or the person designated for repair without undue delay from the discovery of the defect (incomplete order, damaged goods). If he does so in writing or electronically, he should provide his contact details, a description of the defect and a request for the method of handling the complaint.

The form can be downloaded here.

The buyer is obliged to prove the purchase of goods (order, invoice). The deadline for settling the complaint runs from the moment of the application (notification) of the complaint.

The seller is obliged to immediately, no later than within 7 working days, decide on the complaint, or that a professional assessment is required for the decision. They shall provide the buyer with information on the need for an expert assessment within this period. The seller will handle the complaint, including the elimination of the defect, without undue delay, no later than within 30 days of its application.

The warranty period is extended by the time from the claim to its settlement or until the time when the buyer was obliged to pick up the item. If the goods or part of them are exchanged, the seller's liability shall apply as if it were a purchase of new goods or part thereof.

If it is not possible to monitor the status of the complaint online, the seller undertakes to inform the buyer of the complaint according to his request by e-mail.

Legal rights from defects

The seller is responsible for defects arising after receipt of the goods during the 24-month warranty period or during the shelf life stated in the advertisement, on the packaging of the goods or in the attached instructions.

Within this period, the buyer may file a complaint and, at his option, claim for a defect that constitutes a material breach of contract (regardless of whether the defect is remediable or irremediable):

If the defect is acknowledged, the purchase price is refunded on the basis of withdrawal from the contract.

The seller is not responsible for defects caused by normal wear and tear or failure to follow the instructions for use. The buyer claims the rights from defective performance at the seller at the address TOPNATUR s.r.o, K Teplinám 679, Slušovice 763 15.

The rights arising from defective performance can also be exercised by sending a complaint protocol to the seller's electronic address, together with documentation justifying the complaint. The moment of the complaint is considered to be the moment when the seller received a notification of the complaint from the buyer and all the necessary information and documentation necessary for the assessment of the complaint.

The seller informs the buyer in a reasonable manner about the date and method of handling the complaint, or justifies the rejection of the complaint in writing.

Complaints, including the elimination of defects, must be settled without undue delay, no later than 30 days from the date of the complaint, unless the participants agree otherwise. The expiration of this period in vain is considered a material breach of the Agreement.