Terms and Conditions

I. General Provisions

 

1.1. General Terms and Conditions

These Terms and Conditions are based on the Commercial Code, the Civil Code, and the Consumer Protection Act.

► The Terms and Conditions applicable to consumers (private individuals) are governed by the Civil Code.

The following rights apply only to buyers who qualify as consumers under the Civil Code. These rights therefore do not apply to buyers acting in the course of their business or other entrepreneurial activities (the rights apply to private individuals, not companies purchasing under a company registration number). In the case of a contract concluded using means of distance communication, the customer has the right, pursuant to the Consumer Protection Act, to withdraw from the purchase contract within 14 calendar days. In such a case, the buyer agrees to pay the seller the costs associated with delivery of the goods. Only goods that are undamaged, unused, complete, and packed in their original packaging may be returned. The consumer may not withdraw from a contract concerning goods that have been modified according to the buyer's wishes or for their personal requirements, or goods subject to rapid wear, deterioration, or obsolescence. The warranty for goods in such cases is provided in accordance with the Civil Code.

► The Terms and Conditions applicable to business customers (with an assigned company registration number) are governed by the Commercial Code. The Terms and Conditions may be modified by an agreement between the seller and the buyer (business partner).

► Seller: Distribuce PZT, s.r.o., registered office: Palackého 187, 511 01 Turnov, Czech Republic – Company ID No.: 25924699, VAT ID: CZ25924699

 

1.2. Binding Nature of Orders

► Every order submitted by the buyer through the online store is considered binding. The order constitutes a proposal to conclude a purchase contract, which is formed upon delivery of the goods. An electronic order is valid only if all required information and details in the order form have been completed. The order contains the product name, price including VAT, and the information provided by you. The price of the goods does not include shipping costs. Shipping charges are listed below and also in the Shipping section.

 

1.3. Rights and Obligations

1.3.1. Rights and Obligations of the Seller

► The seller is obliged to process the binding order and subsequently dispatch and deliver the ordered goods to the buyer's address. An order becomes binding once it has been entered into the ordering system. The seller reserves the right to cancel an order or part thereof if it is unable to supply the goods (e.g. in the requested quantity). In such a case, the buyer must be informed of this fact without undue delay by email or, where appropriate, by telephone using the contact details provided by the buyer.

 

1.3.2. Rights and Obligations of the Buyer

► The buyer must provide truthful information in the order form. All fields marked as mandatory by the seller are indicated with an asterisk. The buyer is obliged to accept the ordered goods and pay the total price communicated to them before submitting the binding order. The buyer must inspect the delivered goods and inform the seller of any defects found without undue delay. Complaints are handled in accordance with the Complaints Procedure and the seller's Terms and Conditions. Based on a purchase contract concluded remotely (e.g. through the online store) and pursuant to Consumer Protection Act No. 367/2000 Coll., the buyer has the right to withdraw from the contract within 14 days of receiving the goods.

 

1.4. Order Cancellation

► The seller has the right to withdraw from the purchase contract (usually after agreement with the buyer, e.g. because it is impossible to supply the goods – the supplier no longer has the goods in stock or has significantly changed the price). If an order is cancelled by the buyer, the buyer is obliged to compensate the resulting damage. If the goods have already been dispatched, this includes delivery-related costs (shipping costs); if the goods have been customized according to the buyer's requirements or ordered specifically to the buyer's specifications, the buyer is liable for the resulting damage in full.

 

1.5. Delivery Times

► Product availability (estimated dispatch date) is stated for each product.

► Goods are most commonly delivered within 1–7 business days of receipt of the order, unless a different availability period is stated for the product. For example, mattresses and bedding are generally delivered within approximately 21 business days of the order date. Mattresses are ordered by the seller from the manufacturer only once the customer has paid the full price of the mattress. Mattresses, and in some cases bedding, are shipped directly from the manufacturer's facility to the customer, meaning that the manufacturer has access to the customer's contact details.

► Goods are delivered in the order in which orders are received, subject to stock availability. In the event of a large number of incoming orders, some products may be delivered in a separate shipment at a later date.

► In some cases, delivery may be delayed for reasons beyond the control of our online store (e.g. a supplier's stock shortage, holidays, etc.). If this occurs, the customer will be informed.

► Shipping charges are applied only to the main shipment, even if an order is fulfilled through partial deliveries. The order fulfillment date may be extended for reasons beyond the control of our company.

 

1.6. Shipping and Acceptance of Goods

PPL

► Goods are shipped via the PPL carrier. When the shipment leaves our warehouse, you will be informed by email or SMS that the parcel has been handed over to the carrier.

When accepting the goods, the buyer must properly receive the shipment from the carrier, check that the packaging is intact and verify the number of parcels. Any defects must be reported immediately to the carrier. If the packaging shows signs of unauthorized access to the shipment, the buyer is advised, in their own interest, not to accept the parcel.

By signing the delivery note, the buyer confirms that the shipment met all of the above conditions and requirements. Subsequent complaints concerning damaged packaging will not be taken into consideration.

The invoice also serves as the tax document and warranty certificate and is enclosed with the shipment. For large items such as mattresses, beds, exercise equipment, etc., the invoice will be sent separately by email.

 

1.7. Payment Terms

Detailed payment terms for individual payment methods are provided in the Payment Methods section:

► Advance payment by bank transfer: You pay for the goods based on a payment request sent to you together with the confirmed order. The goods will be dispatched or prepared for collection only after payment has been received and the goods are in stock.

► Cash on delivery: You pay for the goods when accepting the shipment.

► Payment by bank transfer using a QR code: You pay using a unique QR code. All important payment details are loaded from the QR code, so you only need to check and complete the payment. This method is faster and helps prevent typing errors. This payment method is free of charge. All payment information is transmitted securely, and Distribuce PZT, s.r.o., as the merchant, does not have access to or store this information.

► Payment by accelerated bank transfer before dispatch: You pay from your bank account using online banking. This is an express bank transfer with the payment details already pre-filled. You simply approve and authorize the payment. Fees for express payments are determined by your bank's fee schedule. All payment information is transmitted securely, and Distribuce PZT, s.r.o., as the merchant, does not have access to or store this information.

► Payment via Apple Pay before dispatch: You can conveniently pay for your goods from your digital wallet using an Apple device. All payment information is transmitted securely, and Distribuce PZT, s.r.o., as the merchant, does not have access to or store this information.

► Payment via Google Pay before dispatch: You can pay using the Google Pay button; you simply need to be signed in to your Google account. All payment information is transmitted securely, and Distribuce PZT, s.r.o., as the merchant, does not have access to or store this information.

► Online card payment via ComGate: Payment cards including VISA, MasterCard, and Maestro provide a convenient and secure cashless payment method. Unlike cash withdrawals from an ATM, this payment method does not incur a bank fee. To pay by card online, your card must be enabled for online payments – please check with your bank. You enter your card details directly with the bank, not the seller. None of our employees has access to your card details. We accept VISA, VISA Electron, MasterCard, V Pay, and Maestro.

What should you do if you encounter a problem? See the Payment Methods section for more information.

► Cash payment: Available when collecting your order in person from our physical store in Turnov. The address can be found in the Contact section. Opening hours are Monday to Friday, 8:00 a.m. to 4:00 p.m.

► Payment with paper vouchers (employee benefits) from Pluxee and Edenred: Gift Pass, Flexi Pass, Vital Pass, Bonus Pass, Ticket Multi, Ticket Medica, and Ticket Compliments gift vouchers. If you have any of the above vouchers, please send them to us by registered mail as a valuable item after placing your order. Please insure the vouchers for their full value. The value of the ordered goods including shipping must be equal to or higher than the value of the vouchers. Any difference between the voucher value and the price of the goods including shipping must be paid by bank transfer. Our bank account number is 7771519179/2010; please use the order ID as the variable symbol. Once we receive the vouchers and any additional payment, the goods will be shipped to the address you provided.

► Payment via the Benefit-Plus.eu payment gateway: Place your order according to the procedure described in the Payment Methods section.

► Payment via the Benefity.cz payment gateway: The procedure is the same as for the Benefit-Plus.eu payment gateway described above. Enter your card number and PIN and complete the order.

► Payment via the Pluxee.cz (Sodexo) payment gateway: The procedure is similar to the previous two payment methods. This payment gateway does not allow partial payment of an order. Therefore, the value of the ordered goods, including shipping, must not exceed the value of your available benefit points. If you would like to add additional goods to the order for the cost of a single shipment and pay the difference by bank transfer, please contact us.

► Payment using an Edenred e-Ticket: After logging in to the EDENRED website, generate a six-digit code (e-Ticket) for our online store and enter it in the order notes or send it by email to info@zdravotnicke-potreby.cz, together with the number of the order you wish to pay for using the e-Ticket. Any difference between the value of the e-Ticket and the order total should be transferred to our bank account 7771519179/2010, using your order number as the variable symbol. If we are unable to validate the e-Ticket, we will inform you.

► Gift voucher: See the Payment Methods section for more information.

► Notice 1: If there is a difference between the amount paid using benefit points (or paper vouchers) and the value of the goods actually delivered, e.g. due to product unavailability or a subsequent partial withdrawal from the purchase contract, the buyer cannot receive a refund of unused benefit points. In such cases, the customer may choose another product or have the relevant amount replaced with a gift voucher valid for purchases in our online store. The gift voucher is valid for one year from the date of issue.

► Notice 2: For made-to-order products (mattresses, beds, bed slats, etc.), the full amount must be paid in advance; cash on delivery is not available. Production of such goods will begin only after the customer has paid the full amount.

► Free shipping for personal collection: When goods are collected in person from our store, shipping is free regardless of the payment method.

 

1.8. Shipping Costs

PPL delivery to the customer's address and PPL ParcelShop

► Cash on delivery – shipping cost: CZK 149 incl. VAT

► Bank transfer – shipping cost: CZK 99 incl. VAT

► GoPay – shipping cost: CZK 99 incl. VAT

► e-Ticket and paper vouchers (Pluxee, Edenred) – Gift Pass, Flexi Pass, Vital Pass, Bonus Pass, Ticket Multi, Ticket Medica, Ticket Compliments gift voucher – shipping cost: CZK 99 incl. VAT

► Benefit-Plus.cz – shipping cost: CZK 99 incl. VAT

► Pluxee.cz – shipping cost: CZK 99 incl. VAT

► Benefity.cz – shipping cost: CZK 99 incl. VAT

► The VAT rate applicable to shipping within the Czech Republic is 21%.

► Notice: When goods are paid for using paper vouchers or benefit points, no cash change is provided.

► If the customer requests delivery via Czech Post even though shipments are normally sent via PPL, a flat surcharge of CZK 50 will be added to the shipping cost. The customer must enter this request in the order notes when placing the order.

► Free shipping for personal collection: When goods are collected in person from our store, shipping is free regardless of the payment method.

 

1.9. Withdrawal from the Purchase Contract within 14 Days of Receiving the Goods

► As a customer (buyer – consumer), you have the right to withdraw from the purchase contract within 14 days of receiving the goods. If you decide to withdraw within this period, please follow the conditions below:

► Contact us to inform us that you wish to withdraw from the contract, stating the date of purchase and your bank account number for the refund.

► If you have already received and accepted the goods, please return them at your own expense to the address listed in the Contact section, subject to the following conditions: the goods should be in their original, undamaged packaging, unused, undamaged, and complete (including accessories, warranty certificate, instructions, etc.). We recommend enclosing the original proof of purchase or a copy thereof, or another document confirming the purchase, together with the completed “Withdrawal from the Purchase Contract within 14 Days of Receiving the Goods” form.

► The goods must be sent back within the specified period (the date of dispatch is decisive). We recommend sending the goods by registered and insured mail, as we cannot be held responsible for any loss during transit to us. Registered mail does not mean cash on delivery; we will not accept any goods returned in this way.

► If all of the above return conditions are met, the purchase price of the goods will be refunded by bank transfer to your account no later than 14 business days after we physically receive the returned goods. Refunds do not apply to payments made using gift vouchers or employee benefits: Gift Pass, Flexi Pass, Vital Pass, Bonus Pass, Ticket Multi, Ticket Medica, Ticket Compliments gift voucher, Benefit-Plus.cz, cafeteria mojeBenefity.cz, and Benefity.cz. In these cases, you may exchange the goods for another product or receive a gift voucher.

Mattresses and bedding: The buyer has the right to withdraw from the contract within 14 days of receiving the goods. If the buyer chooses to do so, the undamaged goods, showing no signs of use or wear for hygiene reasons, must be properly packed in their original packaging and returned within the specified period (the date of dispatch is decisive). The buyer bears the costs associated with returning the goods.

A consumer buyer may not withdraw from a contract:

a) for the supply of goods that have been modified according to the buyer's wishes or for their personal requirements;

b) for the supply of goods in sealed packaging that the buyer has removed from the packaging and which cannot be returned for hygiene reasons.

► Notice: A business customer does not have a statutory right to withdraw from a contract within 14 days. When purchasing under a company registration number, the buyer loses the consumer protection guaranteed by law to buyers who do not purchase under a company registration number.

► If any of the above conditions are not met, unfortunately we will not be able to accept the withdrawal from the consumer contract, and the goods will be returned to the sender at the sender's expense.

Form: “Withdrawal from the Purchase Contract within 14 Days of Receiving the Goods”

 

1.10. Product Exchange

► We offer the option to exchange goods within 14 days of receiving the goods. The exchange will be processed by the seller provided that the requested replacement item is available. If you decide to exchange the goods within this period, please follow the conditions below:

► Contact us to inform us that you wish to exchange the goods and provide the date of purchase.

► Send the goods back to us at your own expense to the address listed in the Contact section, subject to the following conditions: the goods should be in their original, undamaged packaging, unused, undamaged, and complete (including accessories, warranty certificate, instructions, etc.). We recommend enclosing proof of purchase together with the completed “Product Exchange” form.

► The goods must be sent back within the specified period (the date of dispatch is decisive). We recommend sending the goods by registered and insured mail, as we cannot be held responsible for any loss during transit to us. Registered mail does not mean cash on delivery; we will not accept any goods returned in this way.

► If all of the above return conditions are met, the goods will be exchanged and sent to your address no later than 14 business days after we physically receive the returned goods. If the requested replacement item is no longer available and this could result in a longer delivery time, we will contact you.

► If any of the above conditions are not met, unfortunately we will not be able to accept your request and the goods will be returned to you at your expense.

► If you choose a different, more expensive product as a replacement and wish to pay the price difference by cash on delivery, a CZK 60 cash-on-delivery fee will be added to the price difference.

Form: “Product Exchange”

 

1.11. Personal Data Protection

Distribuce PZT, s.r.o., Company ID No. 25924699, takes the protection of personal data very seriously. The information below explains what personal data we process, for what purposes we use it, and what rights you have.

Our privacy policy complies with the GDPR regulations.

We process the following data:

► Identification data, primarily your first and last name, username and password (if registered), Company ID No. and VAT ID (if you are a business customer);

► Contact details, meaning personal data that enables us to contact you, particularly your email address, telephone number, delivery address, and billing address;

► Order information, including details of the goods and services you have ordered, delivery and payment methods, including your bank account number, and information relating to complaints.

Purpose of Processing Personal Data:

► We process your personal data in different situations for different purposes. If you register with us, we use your data to manage your account and provide related functions. We also use your contact details and other information to send you promotional offers. For this purpose, we use your personal data for as long as your account exists; you may delete your account at any time. If you purchase from us, we use your data to process your order, protect our legal claims, and comply with our legal obligations. We process information relating to your orders for these purposes.

► Using your personal data to process your order means, in particular, that we use it:

• to communicate with you regarding your order, for example to send you an order confirmation or notify you that your goods have been dispatched;
• for payment processing;
• for delivery purposes; in this connection, we may also provide your data to our delivery partners, particularly PPL;
• in connection with a complaint concerning ordered goods or services; in this connection, we may also provide your data to the manufacturer, supplier, or service center.

► For these purposes, we use your personal data for as long as necessary to process your order or contractual request, such as a complaint.

► For these purposes, we retain personal data for a maximum of 10 years from the date of issue of the last document relating to your order.

Rights

► In simple terms, you have the right to know what personal data we process about you, for what purposes, for how long, where we obtained your personal data, to whom we provide it, who processes it on our behalf, and what other rights you have in connection with the processing of your personal data. All of this information is provided in the “Personal Data Protection” section.

► If you discover that the personal data we process about you is inaccurate or incomplete, you have the right to have it corrected or supplemented without undue delay.

► In certain cases, you have the right to have your personal data deleted. We will delete your personal data without undue delay if any of the following applies:

• we no longer need your personal data for the purposes for which it was processed;
• you withdraw your consent to the processing of your personal data, where your consent is required for the processing and we have no other legal basis for continuing to process the data;
• you exercise your right to object to the processing of personal data based on our legitimate interests, and we determine that we no longer have legitimate interests that justify the processing, or you believe that our processing of your personal data is no longer compliant with generally binding legal regulations.

► Please note that even if one of these grounds applies, this does not necessarily mean that all of your personal data will be deleted immediately. This right does not apply if continued processing of your personal data is necessary to comply with a legal obligation or to establish, exercise, or defend our legal claims.

► You have the right to receive all personal data that you have provided to us and that we process based on your consent. We will provide your personal data in a structured, commonly used format.

► You have the right to object to the processing of your personal data.

► You have the right to lodge a complaint. You may exercise this right particularly if you believe that we process your personal data unlawfully or in violation of generally binding legal regulations. You may lodge a complaint concerning our processing of personal data with the Office for Personal Data Protection.

► How can you exercise your rights? Contact us at info@zdravotnicke-potreby.cz. We will process your request without undue delay, and in any event within one month. In exceptional cases, particularly due to the complexity of your request, we may extend this period by a further two months.

Transfer of Data Outside the EU

Your personal data is not transferred to any other countries.

 

1.12. Information for Consumers on the Collection of Used Electrical Equipment

► Pursuant to Amendment to Act No. 185/2001 Coll., on Waste, we offer you the option of finding your nearest collection point for used electrical equipment on the ASEKOL website.

 

1.13. Information on Alternative Dispute Resolution for Consumer Disputes

► If a consumer dispute arises between the seller and a consumer from a purchase contract or service contract and cannot be resolved by mutual agreement, the consumer may submit a proposal for alternative dispute resolution to the designated alternative dispute resolution body, which is the Czech Trade Inspection Authority (Česká obchodní inspekce), Central Inspectorate – ADR Department, Štěpánská 15, 120 00 Prague 2, Czech Republic, email: adr@coi.cz.

 

II. Complaints Procedure

► The Complaints Procedure forms an integral part of the General Terms and Conditions. By concluding a purchase contract, the customer agrees to the General Terms and Conditions and this Complaints Procedure and confirms that they have been duly informed of them. The Complaints Procedure is based on the Consumer Protection Act, the Commercial Code, and the Civil Code.

► Product complaints are handled in accordance with the Complaints Procedure. From the date a complaint is submitted, the seller has a maximum of 30 calendar days to resolve it. The seller is obliged to process the complaint without undue delay. Under the law, the seller must make a decision immediately, or within 3 business days in complicated cases. If the complaint requires expert assessment or defect removal, the seller may resolve it within a maximum period of 30 days.

► Notice: As our online store specializes in the sale of medical supplies and devices, an expert assessment is therefore always required.

► The 30-day period begins on the day following the date on which the complaint was submitted. If the deadline falls on a weekend or public holiday, it is extended to the next business day.

 

2.1. Seller's Liability

► The seller is responsible for ensuring that the goods have no identifiable defects at the time of acceptance. The goods must have the characteristics previously disclosed and reasonably expected by the seller with regard to the nature of the goods. The goods must be suitable for the purpose stated by the seller or for which such goods are normally used. The goods must correspond to the agreed quality and specifications. A tax document is enclosed with the goods and, for certain products (depending on the seller), a warranty certificate may also be provided. If no warranty certificate is enclosed, proof of purchase serves as evidence for a complaint.

 

2.2. Rights Arising from Liability for Defects

► Any visible damage to the goods or packaging during delivery must be reported immediately to the carrier and recorded in the delivery/transport document. The buyer is not obliged to accept such goods from the carrier and must inform the seller of the damage without undue delay. On the day of receipt, the buyer must properly check that the goods are intact and that all accessories are included.

► In the case of personal collection by the buyer, the moment of collection is the moment when the risk of damage to the goods passes from the seller to the buyer. If the buyer does not inspect the goods upon receipt, they may assert claims concerning defects that could have been identified during such inspection only if they prove that the defects (e.g. missing accessories) already existed when the risk of damage passed from the seller to the customer. A later complaint concerning incomplete goods or external damage does not deprive the buyer of the right to make a complaint. However, the seller may prove that the goods do not constitute a breach of the purchase contract.

► A customer may submit a complaint in person at the store in Turnov or send the defective goods by carrier to:

Distribuce PZT, s.r.o.
Palackého 187
511 01 Turnov
Czech Republic

► If the buyer sends goods to the seller or service center by carrier (postal service, PPL, etc.), the customer should, in their own interest, pack the defective goods in suitable and sufficiently protective packaging appropriate for transportation so that the goods are not damaged during transit. Fragile goods should be marked with the appropriate symbols. The shipment should contain the defective goods, including all accessories, proof of purchase, a detailed description of the defect (provided on the complaint form), and the buyer's correct contact details.

► The customer must provide verifiable proof that the goods were purchased from the online store operated by Distribuce PZT, s.r.o., for example by providing proof of purchase.

► Liability for defects does not apply in particular where the defect or damage was caused by:

• demonstrably unauthorized interference with the device;
• a natural disaster or mechanical damage;
• electrical overvoltage (visibly burned components or circuit boards), except for normal fluctuations;
• demonstrably improper use;
• use contrary to the instructions for use or instructions stated on the packaging or warranty certificate;
• use contrary to generally accepted rules of use;
• demonstrably using the goods under environmental conditions that are unsuitable in terms of temperature, dust, humidity, or chemical or mechanical influences;
• demonstrably improper installation or operation;
• an apparently altered warranty certificate or a different serial number on the goods from the number stated on the warranty certificate.

► The seller's liability for defects does not cover wear and tear caused by normal use or, in the case of goods sold at a reduced price, defects for which the lower price was agreed.

► Gifts provided free of charge by the seller to the buyer as part of a purchase contract for other paid goods are not covered by any warranty or liability for defects beyond the scope required by law. In the event of withdrawal from the purchase contract, the buyer must return any goods provided as a gift to the seller in their original condition.

Form: “Complaint Form”

 

2.3. Rights Arising from Defective Performance

► If the goods do not have the characteristics described above under Seller's Liability, the customer may request delivery of new goods free from defects, unless this is disproportionate considering the nature of the defect. If the defect concerns only a component of the goods, the consumer buyer may request replacement of that component. If this is not possible, the buyer may withdraw from the contract. However, if replacement is disproportionate considering the nature of the defect, particularly if the defect can be remedied without undue delay, this constitutes a non-material breach of contract, in which case the buyer is entitled only to free repair of the goods.

► The customer also has the right to delivery of new goods or replacement of a component in the case of a removable defect if they cannot properly use the goods due to the repeated occurrence of the defect after repair or due to a greater number of defects. In such a case, the consumer customer has the right to withdraw from the contract. A repeated occurrence of a defect after repair means the same defect that has already been repaired at least twice during the warranty period and subsequently occurs again. If the goods have been repaired at least three times for different removable defects before the complaint is submitted, the goods are deemed to have multiple defects.

► The buyer does not have rights arising from defective performance if the seller informed the customer before the goods were accepted that the goods had a defect, or if the customer caused the defect themselves.

► The customer is entitled to withdraw from the contract in all cases provided for by the Civil Code. Withdrawal becomes effective against the seller when the customer's statement of withdrawal is delivered to or received by the seller, provided that all statutory conditions under Section 2001 of the Civil Code are met. In the event of withdrawal from the contract, the contract is cancelled from the outset and the parties are obliged to return everything they received under the contract.

► In the event of withdrawal from the contract, the customer must return the complete goods, including all accessories, to the seller.

► If a defect affects goods that were sold at a reduced price specifically because of their lower quality at the time of sale, the buyer is entitled to a reasonable discount instead of the right to exchange the goods.

 

2.4. Warranty Period

► The customer (buyer) is entitled to exercise their rights arising from a defect that occurs in consumer goods within 24 months of receiving the goods. If a defect becomes apparent within six months of receipt by the consumer buyer, the goods are presumed to have been defective at the time of receipt unless proven otherwise. For business buyers, the warranty period is generally 12 months.

► The warranty period begins when the buyer receives the goods. The warranty period is extended by the time during which the goods are being repaired. In the event of a replacement of the goods under a warranty repair, the original warranty period continues to apply.

 

2.5. Processing of Complaints

► From the date a complaint is submitted, the seller has a maximum of 30 calendar days to resolve it. The seller is obliged to process the complaint without undue delay. Under the law, the seller must make a decision immediately, or within 3 business days in complicated cases. If the complaint requires expert assessment or defect removal, the seller may resolve it within a maximum period of 30 days.

Notice: As our online store specializes in the sale of medical supplies and devices, an expert assessment is therefore always required.

The 30-day deadline is not binding on the seller in relation to a business buyer.

► The consumer buyer may inquire about the outcome of the complaint at the business premises where the complaint was submitted or via its customer service telephone line.

► The buyer must submit the goods for the complaint procedure complete. They must also provide proof of purchase, a detailed description of the defect, and complete contact details (address, telephone number, email). If the customer does not provide the goods complete and the missing components are necessary to determine the existence of the claimed defect or to remedy it, the period for processing the complaint begins only once the missing components have been supplied.

► When submitting a complaint at the store, the buyer will receive a written confirmation – a complaint report – which serves as proof for the resolution of the complaint. When completing the complaint report, the buyer must provide all requested information and confirms its completeness and accuracy by signing the report. The complaint report states the date on which the complaint was submitted and its subject.

 

2.6. Refusal to Accept a Complaint

► The seller is entitled to refuse to accept goods for a complaint procedure if the goods or any of their components are dirty. The seller may also refuse the complaint if the goods are not presented in compliance with applicable hygiene regulations and generally accepted hygiene standards.