We do not accept complaints about dirty/damaged swimsuits due to sand, cream, makeup, food, or drinks! We want to inform you in advance that light shades/patterns may be damaged by sand (please always consider where you wear the swimsuits), therefore we DO NOT ACCEPT complaints of this type! Thank you for your understanding.
This Complaint Policy (hereinafter referred to as the "complaint policy") regulates the procedure and conditions for lodging complaints about defects in goods purchased by consumers through the online store hanajanaswimwear.com.
As the seller, we are responsible for providing you with the goods you ordered and that the goods are free from defects upon receipt. This means that the goods, upon receipt:
Furthermore, we are responsible for ensuring that these defects do not occur during the warranty period. Beyond the statutory warranty period for consumers, we do not provide any warranty for quality.
Variations in color shades between reality and electronic display devices are not considered defects. If the goods do not meet your expectations, you have the right to withdraw from the contract within 14 days of receiving the goods.
For unused consumer goods, the warranty period is twenty-four months from the date of receipt, unless a longer warranty period is specified on the website interface, in the documents accompanying the goods, or in the advertisement.
Your rights regarding defective performance are governed by the Civil Code, in particular Sections 2099 to 2117 and Sections 2165 to 2174. In accordance with the aforementioned provisions, you have the following rights in particular:
If we deliver goods in a smaller quantity than agreed or provide you with incomplete goods, you have the right to have the missing items completed.
If there was a defect in the goods upon receipt or if a defect occurs during the warranty period, you may always request a reasonable price reduction.
You may request the replacement of goods or defective parts whenever it is not disproportionate to the nature of the defect (especially in cases where immediate repair of the item is not possible) and if it does not involve only an immaterial breach of the contract.
The right to exchange goods does not apply if only a part (component) of the goods is defective. If, during the complaint process, we conclude that only a part of the goods is defective, we will replace that part for you.
You cannot request the replacement of goods for items sold at a lower price. Instead, you can request a price reduction.
If it is possible to repair the goods, you have the right to have the defect rectified free of charge. If, during the complaint process, it is determined that we are unable to repair the goods, we will promptly inform you, and you can choose an alternative method of handling the complaint as specified herein.
You can request a refund only if:
To qualify for a replacement of goods or a refund, you must return the item in the condition in which you received it, with the following exceptions:
You cannot assert rights from defective performance if:
The warranty and claims for liability for defects do not apply to:
Please lodge a complaint with us without undue delay from the moment the defect is discovered. Complaints are accepted at the following address: Jana Bedřichová, Jíčínská 157, 741 01 Nový Jičín. You can submit the complaint either in person (by prior arrangement) or upon receiving the package.
Recommended procedure for lodging a complaint:
The moment of lodging a complaint is considered to be the moment when the occurrence of the defect is reported to us, and the right from the liability for defects in the sold item is claimed. We will decide on the received complaint immediately and within five working days in complex cases. This period does not include the time reasonably necessary, given the type of product, for expert assessment of the defect. The complaint, including any defect rectification, will be handled without undue delay, but no later than 30 days from the date of filing the complaint, unless we agree on a longer period. If you choose a right that cannot be granted to you for objective reasons (especially in the case of non-removable defects or when replacement of goods is not possible), we will promptly contact you. In such a case, you can choose an alternative right according to this complaint policy.
According to the Civil Code, you have the right to reimbursement of reasonably incurred costs related to lodging a complaint. Note that you must claim the reimbursement of these costs within one month after the deadline for raising the defect has expired.
This Complaint Policy is valid and effective from 01.01.2020.