Complaints

Entitlement to complaints

The e-shop operator is responsible to the customer that the goods are free of defects upon receipt, especially that at the time of receipt the goods have properties that the e-shop operator described, are suitable for the purpose of use stated by the e-shop operator or purpose of use for which the item of this kind is usually used and that the goods will be delivered in the appropriate quantity (or weight) and that they comply with the requirements of the relevant legislation. If a defect becomes apparent within six months of receipt, the goods are deemed to have been defective at the time of receipt.

The customer is entitled to exercise the right from a defect that occurs in the goods, in accordance with the procedure described below within twenty-four months from receipt.

In the case of goods with a marked warranty period on the packaging, the e-shop operator undertakes that the goods will be suitable for use for the usual purpose during the warranty period or that they will retain their usual properties.

In the event that the goods will not have the properties listed above upon receipt, within twenty-four months of receipt or for the warranty period stated on the packaging, the customer has the right to exchange, resp. to request delivery of new goods. The right to withdraw from the contract to the customer arises after repeated delivery of defective goods.

In the event of delivery of defective goods, the customer is also entitled to a reasonable discount on the purchase price. However, the e-shop operator points out that determining what amount of the discount is appropriate is a matter of individual assessment of the case, it can be lengthy and according to the law does not depend on the consumer’s discretion.

The customer acknowledges that the effects (level and type) of the goods sold in the CannaBros e-shop is conditioned by a number of circumstances relating to the customer’s person or the situation in which the goods are used. The e-shop operator cannot be held responsible for the impact of these circumstances on the effects of the goods.

How to complain?

The customer can complain about defective goods by sending a notice of complaint, including the claimed goods to the address of the e-shop operator listed above. Written notification of a claim for defective goods must always contain the customer’s identification data, and his contact details (residential address, e-mail address and telephone number), reason for the claim (description of specific defects), information to identify the order (e.g. order number) and specific goods, including the date of purchase of goods. The customer must also state which right from the delivery of defective goods he wants to exercise, together with the notification of the defect, or state it without undue delay thereafter.

The course and resolution of the complaint

After the e-shop operator receives the notification of the complaint and the claimed goods, he confirms the customer’s claim with an electronic message, which he sends to the customer’s e-mail address specified in the complaint notification.

The e-shop operator or an employee authorized by him shall decide on the resolution of the complaint without undue delay after receiving the notification of the complaint and the claimed goods, no later than within 3 working days of receiving the goods. However, this period does not include the time appropriate to the type of product or service required for a professional assessment of the claimed defect.

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 e-shop operator agrees with the customer on a longer period. Within this period, the e-shop operator is obliged to inform the customer about the result of the complaint procedure.

If the complaint is accepted by the e-shop operator, the customer will be reimbursed by the e-shop operator for the costs expediently incurred in exercising the rights under the e-shop operator’s liability for defects. However, if the customer does not exercise the right to compensation within one month after the expiry of the period within which the defect had to be reported, the right to compensation for the costs expediently incurred may not be recognized later.

If the complaint is not accepted by the e-shop operator, the goods will be sent back to the customer with a written justification for rejecting the complaint.