Complaints Procedure
I. Guarantee period
The warranty period lasts 24 months (unless otherwise stated on the goods) and begins to run on the date of receipt of the goods purchased by the buyer. The warranty period does not count from the time the goods were reclaimed until the buyer repaired the goods. The buyer will be issued with a confirmation that he has claimed the goods, the warranty repair and the duration of the warranty. If the goods are exchanged for a new piece or for a replacement of the warranty component, the warranty period begins to run again from the receipt of the new goods (from taking over the goods with the new part).II. Scope of the warranty
The warranty covers defects in goods that occur after the goods have been taken over by the buyer during the warranty period.The warranty rights of the buyer, among other things, expire:
- if the defect has not been claimed in the warranty period
- arbitrary changes to the original data in the warranty card made by the buyer
- when improper installation, repair, modification, or other unprofessional interference
- when using, operating and handling goods in contravention of the manufacturer's enclosed operating instructions
- breaking of the protective stickers or seals, provided the manufacturer has taken the product
- damage to goods by means of elements
- for damage caused by other external influences (electrical instability, surges induced on the telephone line or power supply, etc.).
III. Warranty rights
In the event of a legitimate claim, the Buyer shall be entitled to the claims under the Civil Code, possibly other legislation.The buyer has in particular:
- the right to a free, proper and timely remedy of a defect in the event of a defect being remedied, the right to an exchange of defective goods or a defective part, if the nature of the defect is disproportionate and not possible, the right to a reasonable discount from the purchase price or to withdraw from the purchase contract
- the right to exchange the wrong goods or to withdraw from the purchase contract in the case of a defect that defects in the proper use of the goods
- the right to exchange the wrong goods or to withdraw from the purchase contract, in the case of removable errors occurring in more than one number or repeatedly and impeding the proper use of the goods
- the right to an appropriate discount on the purchase price or to withdraw from the purchase contract if the other defects are non-removable and do not require the exchange of the case
IV. Reasons for claim
Received goods can be claimed if:- the goods are damaged or not functional
- incomplete (eg missing important part, etc.)
- you have obtained other goods before you ordered (eg there was an exchange of items on our side)
V. Procedure and location of the claim
If you find that the delivered goods have a defect or are damaged after delivery, you must immediately notify this fact and deliver the goods to the claim. The delivery of the claimed goods is covered by the buyer.If you have accepted claim, you may request reimbursement of the costs incurred by the transport of the claimed goods. Claimed, repaired or exchanged goods will be returned at our expense.The seller decides to accept the claim within 3 working days after receipt of the returned goods. In case that the claim is not accepted by the seller, he shall notify the customer by telephone or e-mail.
The claim, including the removal of the defect, will be provided without undue delay no later than 30 days from the date of the claim, unless the seller makes an agreement with the consumer for a longer period of time. The deadline for claim handling is applied from the submit / delivery of the goods to the seller or to the place to be repaired /.
The claim is provided on the day when the goods (repaired, exchanged or, if not, the goods in the original condition, if the claim is not eligible) are prepared at the place of claim for the buyer's delivery or when the goods are delivered to the address of the buyer specified in the claim.
The buyer is obliged to cooperate with the seller when he / she arranges the complaint, especially after he / she has to take over the goods.
The seller is obliged to make a complaint about the complaint received (the return claim protocol), which is sent or handed over to the buyer upon completion of the procedure. The buyer is informed of the outcome of the claim by e-mail or by telephone.
How to proceed?
By sending the complaint protocol along with the goods to:
Apoleus s.r.o.
Moravské Lieskové 485
916 42
Moravské Lieskové
Slovak Republic
By sending the complaint protocol to:
info@holidaysbitch.com
REPLACEMENT PROTOCOL download here
All informations about the progress of the complaint can be obtained at info@holidaysbitch.com. You can not claim gifts that are attached to your order or item in addition. Goods sent on a claim or returned goods will be sent back by the best regular parcel post. We do not accept the returned goods for the cash on delivery.
The costs associated with the transportation of the goods for the complaint and back will be compensated for if the following conditions are met:
The complaint will be warranted (product defect has not been caused by improper handling, misuse or mechanical damage, etc.). To e-mail info@holidaysbitch.com send a request for reimbursement, together with a proof of the amount of the costs (scan of the postal bill of lading, shipping slip, etc.).
The costs will be reimbursed in a reasonable amount.
In the case of an unjustified complaint, the consumer is not entitled to reimbursement of his costs associated with the claim equipment. If the claim is acknowledged as unauthorized, the reclaimed goods will be returned to the customer at the expense of the customer.
In the case of payment by transfer from the account, we refund financial amounts for the claimed goods only to the bank accounts kept in CZK in the Czech Republic or to the bank accounts kept in EUR in the Slovak Republic. It is not possible to return money by postal money order.
VI. Claim of transport services
When taking goods from a transporter (the Slovak Post or the Contract Carrier), please check the consignment thoroughly to ensure that transport package has not been damaged by the transport.If the consignment is visibly damaged (for example, a shredded or deformed consignment package of a shipment), it is necessary to claim this damage or loss directly at the carrier. In this case, please insist on writing a complaint report protocol about damage to the goods on the spot when picking up the goods. The carrier and the seller are not responsible for later claims.
If the packaging is intact but the goods are damaged inside it, you must inform our company about this fact at info@holidaysbitch.com immediately after the damage is discovered. If the above limit is not met, the carrier has the right to reject the complaint due to lack of damage evidence. To help speed up shipping defects, we recommend creating a photo documentation of the delivered consignment, including the shipping package.
The return policy is in force from 24.9.2017