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    Complaints and returns

    Complaints Procedure

     

    General provisions

    1. This Complaints Procedure applies to the sale of goods of PURELAND Food s.r.o., company ID: 09946659, with registered office at Korunní 2569/108, 101 00 Prague 10 (hereinafter referred to as the "Seller"), which were purchased through the online store www.amazonia.cz.
    2. The Complaints Procedure has been prepared in accordance with the provisions of Act No. 89/2012 Coll., the Civil Code (hereinafter referred to as the "Civil Code") and Act No. 634/1992 Coll., on Consumer Protection, as amended (hereinafter referred to as the "Act") and applies to consumer goods (hereinafter referred to as the "Goods") for which the buyer's rights under liability for defects are exercised during the warranty period (hereinafter referred to as "claims").
    3. The Complaints Procedure is an integral part of the General Terms and Conditions. By concluding the Purchase Contract, the Buyer agrees to the General Terms and Conditions and this Complaints Procedure and confirms that he/she is duly acquainted with them.
    4. The Seller acts within the scope of its business activities when concluding and performing the Purchase Contract. 
    5. The Seller is an entrepreneur who directly or through other entrepreneurs supplies the Buyer with products or services.

    Quality guarantee

    The Seller shall be liable to the Buyer that the goods are free from defects on receipt. In particular, the Seller shall be liable to the Buyer that at the time the Buyer took delivery of the item:

    1. the goods have the characteristics agreed between the parties and, in the absence of agreement, those characteristics which the Seller or the manufacturer described or which the Buyer expected in view of the nature of the goods and on the basis of the advertising carried out by them,
    2. the item is fit for the purpose for which the Seller states it is to be used or for which an item of that kind is usually used,
    3. the item is in the appropriate quantity, measure or weight; and,
    4. the item complies with the requirements of the law.
    5. The Buyer shall inspect the goods received, their completeness and the integrity of the packaging upon personal receipt from the Seller.
      The Buyer is obliged to check the condition of the Goods, their completeness and the intactness of the packaging upon receipt from the carrier according to the delivery note. Any apparent damage to the Goods or their packaging during delivery must be immediately addressed with the carrier and the discrepancies written in the handover protocol (waybill). The Buyer shall not be obliged to accept such Goods from the carrier and shall inform the Seller of the detected damage without undue delay.

    Method of claiming

    1. Claims must be made in accordance with this Claims Procedure.
    2. The Buyer shall send the Goods complained of by shipping service to PURELAND Food s.r.o.:

    Fulfillment CZ (PURELAND Food s.r.o.)
    CTPark Prague North, Hala: D8.7B unit B
    Užice 341/2
    277 45, Úžice

    • The Buyer is obliged to provide proof of the date of purchase of the Goods in question, in particular by providing the relevant tax document or in any other credible way, to prove that the Goods were purchased from the online store
    • www.amazonia.cz.The Buyer does not have the right to claim for a defect that has already been claimed in the past if a discount has been granted on the purchase price of the Goods.
    • The Buyer is responsible for the proper packing of the Goods in suitable and sufficiently protective packaging material that meets the requirements of transport so that they are not damaged during transport.

    Time limits for making and settling claims

    1. If the Seller has provided a quality guarantee in excess of the statutory obligations (in particular the statutory time limit), its application shall be governed by this Complaints Procedure, unless the warranty certificate or the contract provides otherwise.
    2. The period for making a claim begins on the date of receipt of the goods by the buyer, which is stated in the tax receipt or warranty certificate or other such document.
    3. The warranty period for consumers is 24 months for new goods.
    4. The Seller shall provide a warranty to a Buyer who is not a consumer (i.e. for a business), if expressly stated for the goods in question, for a period of 12 months.
    5. The Buyer must claim the goods without undue delay after discovering that the goods are defective. The Seller shall not be liable for any increase in the extent of the damage if the Buyer uses the goods although he is aware of the defect.
    6. If the buyer makes a legitimate claim, the period for making a claim does not run for the period during which the goods are under repair and the buyer cannot use them.
    7. The seller is obliged to decide on the complaint immediately, or in more complex cases within 30 days. This time limit does not include the time required for a professional assessment of the defect. The Seller is obliged to issue the Buyer with a written confirmation stating the date and place of the claim, the characteristics of the claimed defect, the requested method of settlement of the claim and the manner in which the Buyer will be informed of its settlement. The claim, including the removal of the defect, must be settled without undue delay, no later than 30 days from the date of delivery of the Goods to the address designated for the claim of the Goods, unless the
    8. Seller and the Buyer agree on a longer period. Failure to meet this deadline shall be deemed a material breach of the Purchase Contract. The Seller is obliged to confirm in writing to the Buyer the methods of handling the claim and the duration of the claim. The Buyer is not entitled to change the method of handling the complaint once chosen without the Seller's consent, except in situations where the chosen method of handling cannot be implemented at all or in time.
    9. If the claim is deemed justified, the Buyer is entitled to reimbursement of the costs reasonably incurred in connection with the claim. This includes, in particular, the postage costs for sending the claimed Goods. The Buyer must request reimbursement of these costs without undue delay, but at the latest within one month of the end of the period for exercising the rights arising from the defective performance.
    10. If the claim is resolved by replacement, the new time limit for exercising the rights of defective performance does not run, but the time limit of the claimed goods continues to run.

    Exceptions to liability for defects

    1. The seller is not liable for defects in the goods in the following cases:
      • If there is a defect in the Goods at the time of acceptance and a discount on the purchase price is agreed for such defect,
      • is caused by the Buyer, has been caused by improper use, storage, improper maintenance, Buyer's intervention or mechanical use,
      • the defect in the Goods is due to wear and tear caused by normal use or is due to the nature of the item,
      • if the Goods are second-hand and the defect corresponds to the level of use or wear and tear that the Goods had at the time the Buyer took delivery of the Goods,
        mechanical damage to the goods,
      • the defect has been proven to have been caused by tampering with the Goods, mechanical damage,
      • the defect has been proven to have been caused by improper use, handling, operation or neglect of the Goods,
      • the defect has been caused by use contrary to the instructions for use or the instructions on the packaging,
      • the defect has been proven to have been caused by use in conditions which do not correspond to the temperature, dustiness, humidity, chemical and mechanical environment which is directly intended by the manufacturer or which clearly results from the nature of the item,
      • the defect has been caused by damage due to force majeure,
    2. if the proof of purchase submitted shows obvious signs of changes to the data or if the Goods bear a different serial number from that shown on the proof of purchase.
      Gifts provided by the Seller to the Buyer free of charge as part of the purchase contract for other paid Goods are not covered by warranty or liability for defects beyond the scope of the law. In the event of withdrawal from the Purchase Contract, the Buyer shall return the Goods provided as a gift to the Seller in their original condition.

    Refusal to accept a claim

    1. The Seller shall be entitled to refuse to accept the Goods for claim if the Goods are soiled or their parts are soiled.
      The Seller shall also be entitled to refuse to accept the Goods if the Goods are not handed over in accordance with hygiene regulations and general hygiene principles.
    2. Collection of Goods from warranty repair After the claim has been settled, the Seller shall inform the Buyer either by SMS, e-mail or telephone. If the Goods have been sent by a shipping service, they will be sent to the Buyer's address after processing.

    The Seller shall issue or send to the Buyer a written confirmation stating the date and method of settlement of the claim, confirmation of the repair and the duration of the claim, or the reasons for rejecting the claim.

    This Complaints Procedure shall come into force and effect on 1 March 2021 (update 1.1.2023). Subject to change.

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