How can I complain about goods?

The percentage of complaints about our products is small, but in the event of damage to the goods, you can complain about the products and we will try to resolve your complaint without unnecessary delays. We resolve complaints based on our terms and conditions .

When is it possible to file a complaint?

Our company is legally liable for defects that the goods have upon delivery and that appear on them during the following 24 months. However, we are not liable for newly arising defects, especially if they arise from improper use. For used goods, we are not liable for defects corresponding to the degree of use or wear and tear that the used goods had when you took them over. In the case of goods with a specified shelf life, we are also liable for the goods being fit for use during this period.

Please note that increased sensitivity or an allergic reaction to the delivered goods cannot in itself be considered a defect in the goods. Likewise, deficiencies in gifts and other free services that we provide beyond the scope of your order cannot be considered a defect in the goods. The images of the goods in our online store are illustrative in nature and do not represent a binding representation of the properties of the goods (for example, the packaging of the goods may differ due to a change in the packaging design).

What are the possible solutions to a complaint?

• • In the event of a defect in the goods, we can jointly agree on compensation in the form of a voucher.

• • You are also entitled to request the removal of the defect through replacement delivery or repair.

• • If such removal of the defect would be impossible or unreasonable for us, you are entitled to request a discount on the purchase price. In such a case, you will keep the goods and we will refund part of the purchase price to you.

• • If it is also a significant defect, you can also withdraw from the purchase contract. In such a case, you will send the goods back to us and we will refund the entire purchase price paid (including the costs of the cheapest method of transport).

How should I proceed with a complaint?

If you decide to make a complaint about the goods, please send us this information first by e-mail: reklamacie@aussiemaison.cz , or use the complaint information form , where you will inform us of the reason for your complaint. We will agree on the method of resolving the complaint, it is not necessary to send the defective goods immediately.

If we agree to return the goods, please send the defective products to the following address: BENADA sro, Hraběcí 234, 46008 Liberec, Czech Republic, phone: +420774828490

If you are filling out the form without the help of our staff, do not forget to state what you see as the defect in the goods or how the defect manifests itself, or your request for a method of handling it.

We will inform you in writing via e-mail about the progress of your complaint, in particular its acceptance, settlement or rejection. We may also contact you by telephone.

We will decide on the complaint without delay. The settlement of the complaint, including the removal of the defect, will usually not take longer than 30 days. Otherwise, you are entitled to withdraw from the purchase contract. In order to comply with the specified deadline, it is necessary for you to provide the necessary cooperation.

Contacts

We will be happy to answer any questions regarding the complaint if you contact us by e-mail: reklamacie@aussiemaison.cz or by phone at +420774828490.