Complaints Procedure

I. Introductory provisions

This Complaint Procedure is issued by Karlovarská sůl s.r.o., with registered office at Na Výhledě 1076/3C, Stará Role, 360 17 Karlovy Vary, registered in the Commercial Register maintained by the Regional Court in Pilsen, Section C, Insert 41003, ID No.: 11669403, VAT No.: CZ11669403, tel. +420 793 913 590, email: info@carlsbad-salt.com (hereinafter referred to as the "Seller").

This Complaint Procedure contains information on the scope, conditions and method of exercising the right of defective performance (hereinafter referred to as "complaint") in connection with purchase contracts concluded between the Customer and the Seller, together with information on where the complaint can be filed.

All products are subject to the statutory warranty period stated on the packaging of the products offered in the online shop.

II. Conditions and method of making a claim

The customer can make a claim at the company's premises at Na Výhledě 1076/3C, Stará Role, 360 17 Karlovy Vary, Czech Republic.

Complaints can be made in person, by mail at Na Výhledě 1076/3C, Stará Role, 360 17 Karlovy Vary, Czech Republic, or by e-mail at info@carlsbad-salt.com.

The customer is obliged to prove the purchase of the claimed goods with a purchase document.

Complaints must be made without undue delay, as soon as the defect appears. Delays may cause the defect to become more serious and the goods to deteriorate and may be grounds for rejecting the claim.

A complaint shall be deemed to have been duly made unless the complaint is prevented by general principles of hygiene. The customer is obliged to present the claimed goods cleaned and hygienic. The seller has the right to refuse to accept goods for complaint that do not comply with these hygiene principles (see Decree No 91/1984 Coll.).

The Seller is obliged to issue the Customer with a confirmation of when the right was exercised, what is the content of the claim and what method of claim settlement is required; furthermore, a confirmation of the date and method of claim settlement, including a confirmation of repair or rejection of the claim.

The Seller or his authorized employee will decide on the complaint immediately, in complex cases within three working days. This time limit does not include the time required for a professional assessment of the defect. The complaint must be settled without undue delay, at the latest within 30 days of the complaint, unless the Seller and the Customer agree otherwise. Failure to meet this deadline shall be deemed a material breach of contract.

III. Scope of rights from defective performance

The rights and obligations of the Seller and the Customer regarding the quality guarantee and rights from defective performance are governed by the relevant legislation, in particular the provisions of § 2161 et seq. of Act No. 89/2012 Coll. (Civil Code) and Act No. 634/1992 Coll. (Consumer Protection Act).

The Seller shall be liable to the Customer that the goods are free from defects upon receipt. The Seller shall be liable for the fact that:

• The goods have the characteristics agreed between the Seller and the Customer.
• The goods are fit for the purpose stated by the Seller or for their ordinary purpose.
• The goods correspond to the quantity, measure or weight.
• The goods comply with the requirements of the legislation.

Changes to the goods caused by wear and tear, improper use or lack of maintenance cannot be considered as a defect.

If the defect appears within six months of receipt, it is presumed that the goods were already defective upon receipt.

If the goods do not have the characteristics mentioned above, the customer has the right to:

• Delivery of new goods without defects.
• Replacing the defective part.
• Withdrawal from the contract if it is reasonable given the nature of the defect.

If the defect cannot be rectified, the customer is entitled to a reasonable discount.

IV. Final Provisions

The Complaints Procedure is prepared in accordance with the Civil Code and the Consumer Protection Act. Complaints are handled in accordance with these Complaints Regulations and the relevant legislation.

This Complaint Procedure shall come into force and effect on 01.08.2024.