COMPLAINTS & RETURNS POLICY
1. General Provisions
This Complaints & Returns Policy governs the procedure for handling claims regarding defective goods between:
Seller:
HADRY s.r.o.
Ježkova 1054/10, 130 00 Prague 3 – Žižkov
Company ID: 23217120
Email: Noirtek.fashion@gmail.com
Phone: +420 723 428 709
(hereinafter referred to as the “Seller”)
and the Buyer.
2. Liability for Defects
The Seller is responsible for ensuring that the goods upon receipt:
- are free from defects
- correspond to the agreed description and quality
- are fit for their intended purpose
3. Claim Period
- The Buyer is entitled to submit a complaint within 24 months from receipt of the goods
- For used goods, the period may be shortened if stated
4. How to Submit a Complaint
The Buyer may submit a complaint by:
- email: Noirtek.fashion@gmail.com
- or by sending the goods to the Seller’s address
The complaint must include:
- Buyer’s name and contact details
- order number
- description of the defect
- preferred method of resolution
5. Complaint Procedure
After receiving the complaint:
- the Seller will confirm receipt
- assess the validity of the claim
- decide on the resolution
The complaint will be resolved within 30 days from submission.
6. Methods of Resolution
Depending on the nature of the defect, the Buyer is entitled to:
- repair of the goods
- replacement of the goods
- a reasonable discount
- withdrawal from the contract (refund)
7. Costs of Complaint
- If the complaint is valid → costs are covered by the Seller
- If not → costs are borne by the Buyer
8. Exclusions
Complaints cannot be made for:
- normal wear and tear
- improper use
- mechanical damage
- damage caused by improper care
9. Out-of-Court Dispute Resolution
The Buyer may resolve disputes out of court via:
👉 Czech Trade Inspection Authority (ČOI)
https://www.coi.cz
10. Final Provisions
This policy is valid from the date of publication on NOIRTEK.store.