Complaints Procedure

of the online store www.adelledavis.sk
(hereinafter referred to as the “Online Store”)

I. General Provisions

1. This Complaints Procedure governs the rights and obligations of the Buyer and the Operator in connection with purchase agreements concluded through the Online Store, in particular the rights and obligations (claims) arising from defects in Goods purchased by the Buyer and the procedure for lodging complaints about defective Goods.

2. The operator of the Online Store www.adelledavis.sk is Adelle Davis, s.r.o., Karloveská 63, 841 04 Bratislava – Karlova Ves borough, Company ID (IČO): 50916912, Tax ID (DIČ): 2120606730, VAT ID (IČ DPH): SK2120606730, File No.: Commercial Register of the District Court Bratislava I, Section: Sro, Insert No. 120139/B (hereinafter referred to as the “Company”).

3. For the purposes of this Complaints Procedure, the Buyer means any natural or legal person who orders or purchases Goods offered and sold by the Company through the Online Store.

4. For the purposes of this Complaints Procedure, Goods mean any product, item or service offered for sale by the Company through the Online Store.

5. By ordering Goods, the Buyer confirms that they have familiarised themselves with and agree to this Complaints Procedure.

II. Liability for Defects

1. The Company is liable for defects in the Goods existing at the time of their receipt by the Buyer.

2. The Company is not liable for defects caused by:
   i. improper use, inappropriate handling or use contrary to the instructions for use or the Company’s and/or manufacturer’s recommendations,
   ii. use or storage of the Goods in unsuitable conditions, in particular with regard to temperature, dust or humidity, or exposure to direct sunlight,
   iii. damage caused by natural elements or force majeure.

3. The Company shall reject a complaint if it determines that the cause of the defect is not a defect in the Goods but the actions of the Buyer and/or a third party.

4. The Company has the right to reject a complaint if the claimed Goods or part thereof are substantially contaminated or do not meet basic hygienic requirements for safe submission into the complaints process.

5. The Buyer must submit the complete Goods for complaint, i.e., all their parts, even if the defect concerns only one part.

6. Warranty periods for the ordered Goods are stated in the relevant warranty certificates enclosed with the Goods or are determined by the expiry date stated on the packaging or in the enclosed leaflet.

7. The Buyer acknowledges that the ordered Goods retain their positive properties only if used and stored properly. The Buyer undertakes to read all information on the packaging or in the enclosed leaflet immediately after delivery, especially the expiry date, instructions for use, dosage and storage. Failure to comply releases the Company from liability for defects arising from such breach and from any damage caused thereby.

III. Complaint Handling Procedure

1. The Buyer must inspect the delivered Goods immediately after delivery. If the Goods have any defects (e.g., incorrect quantity, quality, damage, or different Goods than ordered), the Buyer must lodge a complaint in writing or in person and return the Goods no later than within 2 business days from the day the Goods could have been inspected in the case of obvious defects, or within 3 business days from the day the defects could have been discovered in the case of hidden defects.

2. The written complaint must include:
   i. Buyer’s name and surname,
   ii. Order number (Order ID),
   iii. description of the delivered and claimed Goods,
   iv. clear, specific and unambiguous description of the defect.

3. The written complaint must be clearly marked as “Complaint”. If submitting by mail, the Buyer must send the claimed Goods by registered post or courier to: Adelle Davis, s.r.o., Karloveská 63, 841 04 Bratislava. The package must include an invoice or other proof of purchase (copy acceptable) and the written complaint pursuant to Clause 2 of this Article.

4. Complaints may also be submitted in person at the Company’s premises at Karloveská 63, 841 04 Bratislava on business days from 9:00 to 16:00. The Buyer must present the claimed Goods including accessories, state the reasons for the complaint, provide contact details and present an invoice or other proof of purchase.

5. If the Buyer fails to submit a complaint in accordance with Clauses 1–4, their claims arising from defects shall lapse.

6. The Buyer has the following rights arising from defects:
   i. repair of the Goods,
   ii. delivery of missing Goods,
   iii. replacement of defective Goods with defect-free Goods,
   iv. reasonable discount from the purchase price,
   v. withdrawal from the Contract.
   The withdrawal form can be found here: Withdrawal Form.

7. The method of handling the complaint under Clause 6 shall be determined by the Company, primarily under (i), (ii) or (iii). If this is not appropriate or reasonably possible, the Buyer may choose (iv) or (v).

8. The Company shall inform the Buyer about the method of handling the complaint no later than within 30 days by email sent to the Buyer’s email address stated in the Order. If the Company informs the Buyer that the complaint will be handled under (iv) or (v), the Buyer has 5 business days to choose one of these methods; otherwise, the Company shall determine the method within 3 business days.

9. After the method is determined, the complaint shall be handled immediately; in justified cases later, but always within 30 days from submission. After this period, the Buyer has the right to withdraw from the Contract.

10. The Company shall send confirmation of receipt of the complaint to the Buyer’s email address without undue delay (or at the latest together with confirmation of handling).

11. The Company shall send confirmation of handling of the complaint to the Buyer’s email address no later than within 30 days from submission.