Complaints Procedure

COMPLAINTS PROCEDURE

10.1 These Complaints Rules are an integral part of the general terms and conditions of the online store https://www.mimifirenze.com, and define the basic conditions and method of claiming defects of goods by the buyer.

This complaint procedure is based on the provisions of Act No. 89/2012 Coll., The Civil Code, as amended, and Act No. 634/1992 Coll., On consumer protection. This complaint procedure defines the relationship between the seller and the buyer - a natural person, a non-entrepreneur who enters into a contract exclusively outside the scope of his business activities or independent performance of a profession.

10.2 The buyer is obliged to get acquainted with the general terms and conditions and the complaint procedure before ordering the goods, but the buyer will get acquainted with them before sending the order in the online store https://www.mimifirenze.com, if you agree to understand and acquaint them the buyer will confirm with them by checking the appropriate box when creating the order itself. It is not possible to send the buyer's order without checking this box. The Seller / Operator of the website https://www.mimifirenze.com registers the Buyers' orders, it also registers the ticking of the specified field.

10.3 The conclusion of the purchase contract and the acceptance of the goods by the buyer is considered consent to the complaint procedure and business conditions.

10.4 The buyer is obliged to prove the purchase of goods in the online store https://www.mimifirenze.com, especially by a tax document issued by the seller.

10.5 In order to speed up the complaint process, the buyer can describe the defects in the goods and choose the method of handling the complaint.

10.6 If the order is divided, or contains several parts (or goods), which are delivered at intervals, the period for withdrawal from the purchase contract begins to run from the delivery of the last part (goods). Withdrawal from the purchase contract must be sent to the seller within this period (no later than 14 days from receipt of the last part or goods of the order).

10.7 The seller is responsible to the buyer that the item has no defects upon receipt. In particular, the seller is responsible to the buyer that at the time when the buyer took over the thing,

• the item has the characteristics agreed upon by the parties and, in the absence of an agreement, those characteristics which the seller or manufacturer has described or which the buyer expected with regard to the nature of the goods and on the basis of the advertising made by them,
• the thing is suitable for the purpose stated by the seller for its use or for which the thing of this kind is usually used,
• the item corresponds in quality or design to the contracted sample or model, if the quality or design was determined according to the contracted sample or model,
• is the thing in the appropriate quantity, measure or weight,
• the goods comply with the requirements of legal regulations.

10.8 If the defect becomes apparent within six months of receipt, the item is deemed to have been defective at the time of receipt.

10.9 The seller is obliged to accept complaints at the address of the establishment or at the registered office and place of business, if the nature of the goods allows it. The address for receiving complaints about goods is: sales@mimifirenze.com.

10.10 The Seller shall notify the Buyer in writing of the receipt of the goods for complaint and of the result of the complaint.

10.11 These Complaints Rules govern the claim for defects that occur in the goods within twenty-four (24) months of receipt, or under a quality guarantee (for example, extended warranty).

10.12 These Complaints Rules do not regulate goods with the stated expiration date in the sense of provision No. 10.15 of these conditions.

10.13 If the seller does not eliminate the defect in time or refuses to eliminate the defect, the buyer may request a discount on the purchase price or may withdraw from the purchase contract.

10.14 The Buyer may file a complaint and, at its option, request settlement in accordance with the points in paragraph 6.6 of the Seller's Business Conditions.

10.15 The Buyer is entitled to exercise the right to a defect that occurs in the goods within twenty-four (24) months from receipt. However, if they are not goods with the stated use-by date, in that case the period shall be reduced to the use-by date indicated on the packaging.

10.16 If the Buyer so requests, the Seller shall confirm to him in writing the extent and duration of his obligations in the event of defective performance. The seller has obligations from defective performance at least to the extent that the obligations from defective performance of the manufacturer persist.

10.17 If necessary, the Seller shall explain in a comprehensible manner in the confirmation the content, scope, conditions and duration of its liability and the manner in which the rights arising therefrom may be exercised. In the confirmation, the seller shall also state that other rights of the buyer, which are related to the purchase of the item, are not affected.

Failure to comply with these obligations is without prejudice to the validity of the certificate.

This complaint procedure takes effect on June 30, 2021

Delivery address for sending a withdrawal from the contract: sales@mimifirenze.com.