CLAIMS AND REFUNDS
CLAIM PROCESS / PROCESS OF CLAIM / RETURN POLICY
We guarantee the quality of our products in relation to the quality of the materials and craftsmanship that goes into the making of the products. Claimed products are a rare occasion. Due to the uniqueness and individuality of each product, every piece is equipped with photo documentation of the condition upon being sent to the customer, which can be sent to the customer upon request. In case that damage still occurs due to a manufacturing defect, please contact us as soon as you find a problem, to avoid the possibility of non-recognition of a complaint due to "incorrect use of the product".
Liability for defects is governed by the Civil Code, in particular the provisions of § 1914, 1925, 2099 to 2117 and 2161 to 2174. The goods are provided with a warranty period of 24 (twenty-four) months since the receivement of the goods, unless the proof of purchase states a longer warranty period. The warranty does not cover everyday wear and tear, improper treatment or use of the product contrary to the intended purpose. Please note that in the event that the goods are repaired or replaced with new ones, a new warranty period does not run. In this case, the warranty period is extended by the time for which the product couldn't be used due to the defect, ie for example by the time for which the product is under repair, or by the time until the new product is sent.
If the customer wishes to claim the product, please contact us first on our email: firstname.lastname@example.org ideally with an attached picture of the damaged product for which you want to claim it and state the way you would like to have the issue resolved. After receiving the e-mail with the complaint, we will contact you within two working days at the latest, and in the event that the complaint is justified, we will arrange one of the following options for handling the issue:
- exchange for the same product
- elimination of the defect by repair (if possible)
- discount from the purchase price depending on the type of defect
- withdrawal from the contract and refund
In the case of return of the product, it has to be in the original state with the packaging, and it must not show any signs of use. There can't be any damage to the product nor the packaging and it must be complete (including accessories and proof of purchase).
The cost of transporting the goods to the supplier is paid by the customer. In any case, do not send the goods to be paid upon delivery, they will not be accepted and you will extend the processing time.
Claimed goods are to be sent to the following address: Artesanal.cz; Vyšehradská 18; Karlovy Vary; 36001.
The deadline for settling the complaint is according to Act No. 634/1992 Coll. thirty days.
The money for the goods will be returned to you by transfer to your account no later than 10 working days after receipt of the goods.