1. This Complaint Procedure regulates the rights and obligations of the Buyer and the Operator in connection with purchase contracts concluded through the Internet Shop, in particular the rights and obligations (claims) arising from defects in the Goods purchased by the Buyer and the procedure for claiming defective Goods.
2. CarnoMed s.r.o., with registered office at Partizánska 2, 811 03 Bratislava, ID No.: 46 572 392, registered in the Commercial Register of the District Court Bratislava I, Section: Sro, Insert No.: 79780/B (hereinafter also referred to as "CarnoMed") is the operator of the Online Shop.
3. For the purposes of these Complaints Regulations, internet commerce means the internet commerce operated by CarnoMed on the website www.carnomed.sk, i.e. the purchase and sale of Goods to third parties via the website www.carnomed.sk.
4. For the purposes of these Complaints Regulations, the Buyer means any natural or legal person who, through CarnoMed's Internet shop, orders or purchases Goods offered and sold by CarnoMed.
5. For the purposes of these Complaints Regulations, Goods means any product, article or thing offered by CarnoMed for sale through the Online Shop.
6. By ordering Goods, the Buyer confirms that he/she has read and agrees to the Complaints Procedure.
1. CarnoMed shall be liable for defects in the Goods upon receipt by the Buyer.
2. CarnoMed is not liable for defects arising from:
3. CarnoMed shall reject the claim if it finds that the cause of the defect is not due to a defect in the Goods, but to the actions of the Buyer and/or a third party.
4. CarnoMed has the right to reject a claim in cases where the Goods or part of the Goods claimed are substantially contaminated or do not meet the basic prerequisites for hygienically safe submission of the Goods to the claims process.
5. The Buyer is obliged to submit the complete Goods, i.e. all parts of the Goods, for claim, even if the defect relates only to a part of the Goods.
6. The warranty periods applicable to the ordered Goods are indicated directly in the respective warranty certificates attached to the ordered Goods, or are determined by the expiry date of the Goods, which is usually indicated on the packaging of the Goods, or in the package leaflet for the Goods.
7. The Buyer acknowledges that the ordered Goods will retain their positive properties only if they are used and stored properly, on the basis of which the Buyer undertakes, immediately upon delivery of the Goods, to read all the information about the Goods contained on the packaging of the Goods or in the leaflet accompanying the Goods, in particular the expiry date, the instructions for use, the method of dosage and storage of the Goods. In the event of failure to comply with the obligation set out in this clause, CarnoMed shall not be liable for any defects in the Goods arising in connection with the breach of this obligation, nor for any damage which the Buyer or any third party may suffer as a result thereof.
1. The Buyer is obliged to inspect the delivered Goods immediately after delivery of the ordered Goods and in case the delivered Goods have any defects (e.g. if the Goods are delivered in incorrect quantity, quality, are damaged or if the Goods are delivered in a different condition than the one ordered by the Buyer through the Order), the Buyer is obliged to complain to CarnoMed in writing or in person and return the Goods, but no later than within 14 days from the date on which the Buyer was able to inspect the delivered Goods, if the Goods have obvious defects, or within 14 days from the date on which the Buyer was able to detect the defects, if the Goods have latent defects.
2. In the written complaint the Buyer is obliged to state:
3. The written complaint must be clearly marked as "Complaint". If the Goods are claimed in writing, the Buyer is obliged to send the claimed Goods as a parcel by registered mail to CarnoMed s.r.o., Partizánska 2, 811 03 Bratislava. The invoice or other proof of purchase of the Goods and the written complaint pursuant to Clause 2 of this Article shall be enclosed in the package.
4. The Goods may be claimed in person at CarnoMed's registered office at Partizánska 2, 811 03 Bratislava, during CarnoMed's opening hours indicated on CarnoMed's website www.carnomed.sk. When making a claim in person at the Shop, the Buyer is obliged to present the claimed Goods to the Seller, state the reasons for the claim, his/her contact details and submit an invoice or other proof of purchase /cash register block/ of the Goods.
5. If the Buyer does not reclaim the purchased Goods in compliance with the conditions set out in the preceding clause 1, 2 , 3 and 4, the Buyer's claims arising from defects in the Goods shall be extinguished.
6. The Buyer shall have the following claims for defects in the Goods:
7. The manner in which a claim pursuant to the preceding clause 6 shall be handled shall be determined by CarnoMed, in principle according to (i) or (ii) or (iii). If this is not practical or well possible in view of the nature of the defect or cannot be fairly required of CarnoMed, the Buyer shall be entitled to have the claim handled according to (iii) or (iv), at its own choice.
8. CarnoMed shall inform the Buyer of the manner in which a claim will be handled pursuant to the preceding clause within three working days from the date of receipt of the claim, but no later than 30 days in justified cases, by email delivered to the Buyer's email address set out in the Goods Order. If CarnoMed informs the Buyer that the claim will be handled according to (iii) or (iv), the Buyer shall have the right to determine within 5 working days the choice of handling the claim according to one of the aforementioned methods; after the expiration of this period, CarnoMed shall determine within 3 working days the method of handling the claim.
9. After the determination of the method of handling the claim, the claim shall be handled immediately; in justified cases, the claim may also be handled later; however, the handling of the claim shall not take longer than 30 days from the date of the claim. After the expiry of the time limit for processing the claim, the Buyer shall have the right to withdraw from the Contract.
10. CarnoMed shall send to the Buyer's e-mail address specified in the Order a confirmation of the claim without undue delay after receipt of the claim, if the confirmation cannot be delivered immediately (but no later than together with the confirmation of the claim pursuant to clause 11).
11. CarnoMed shall send to the Buyer's e-mail address specified in the Order a confirmation of the claim, in principle within 30 days at the latest from the date of the claim.
12. The Buyer shall be entitled to reimbursement of the necessary costs incurred in connection with the exercise of the rights of liability for defects, provided, however, that the claim is justified.