Complaints Regulations of

INSTITUTE OF NATURAL REGENERATION s.r.o.

valid from 22.5.2024

1. BASIC INFORMATION
o The law obliges the seller to settle the complaint no later than the 30th day after the commencement of the complaint procedure.
o You will speed up the claims process considerably if you send us a detailed description of the defect or malfunction or the service delivered in advance by email to info@ionr.eu (preferably with photographs evidencing the defect attached). This way we can assess the remedy options before the actual subject of the complaint arrives in the post. In some cases, it is not even necessary to send the entire product for the claim, or there is no need to send the product at all.
o We therefore recommend that you always enquire first about the most appropriate way to resolve your claim. This way the whole process can be handled within a few days.
o In order to speed up the entire claim process in your own interest, always fill in and send the claim form together with a copy of the tax receipt and attach it to the goods you are sending.

2. INTRODUCTORY PROVISIONS
o The Complaints Procedure is an integral part of the Terms and Conditions 
89/2012 Coll., the Civil Code of the Czech Republic (hereinafter referred to as the "Civil Code" or the "Civil Code") and Act No. 634/1992 Coll., on Consumer Protection, as amended (hereinafter referred to as the "Act"), and applies to consumer goods (hereinafter referred to as the "Goods") for which the buyer's rights under liability for defects (hereinafter referred to as "claims") are exercised during the warranty period.
o " Seller " is a legal entity - INSTITUTE OF NATURAL REGENERATION s.r.o. referred to in the Terms and Conditions". The rights from defective performance (hereinafter referred to as "claim") can be exercised preferably by sending to the address of the Seller's premises or in person at the Seller's premises during the opening hours designated for this purpose.
o " Buyer " means the entity that has entered into a contract with the Seller for the purchase of goods.

3.  ACCEPTANCE OF SHIPMENT
o The Buyer shall inspect the goods immediately upon receipt. In particular, to re-inspect:
- the integrity of the packaging: the goods are properly inspected before dispatch and all joints are taped with the seller's or manufacturer's tape. In the event of a breach of this protection, the customer does not accept the goods, draws up a protocol with the carrier on the reason for not accepting the goods and immediately contacts the seller, who resolves the situation.
- Non-damage of the goods: the buyer is obliged to check the surface damage of the transport packaging of the goods. If there are obvious signs of damage, the buyer and the carrier shall immediately check the contents and the extent of any damage to the shipment. He/she shall draw up a damage report with the carrier and immediately contact the seller, who shall deal with the situation.
- if the goods show obvious defects, i.e. in particular if the goods are delivered to the buyer in damaged transport packaging and the buyer has followed the instructions in the first point of this paragraph, the buyer is entitled not to accept the goods. In this case, the buyer's right to proper performance by the seller or to a refund of the purchase price shall remain. It is also possible to grant a reasonable discount on the price of the product. The choice is made by the buyer.
o Later claims for mechanical damage to the product after receipt of the goods can no longer be accepted.
o However, failure to follow the recommended procedure does not limit the buyer's legal rights, such as the possibility to claim defective goods. However, when dealing with such a claim, the seller can prove to the consumer that the goods have not been damaged in transit and that they have been delivered in accordance with the contract of sale. The buyer should therefore inspect the delivered goods in his own interest in the manner set out above.

4.  WARRANTY CONDITIONS
o In the event that defects in the goods occur after the Buyer has taken delivery of the goods within the warranty period, the Buyer may make a legitimate claim.
o The length of the warranty period shall be governed by the applicable provisions of law, with the exceptions provided by law. The warranty period begins upon receipt of the goods by the buyer.
o In exercising the warranty, the buyer, who is a consumer:
- if the defect is removable, the right to have the defect removed free of charge, properly and in a timely manner, the right to have the defective goods or defective component replaced, unless this is disproportionate due to the nature of the defect, and if such a procedure is not possible, the right to a reasonable discount on the purchase price or to withdraw from the purchase contract,
- if the defect is irremovable and prevents the proper use of the goods, the right to have the defective goods replaced or to withdraw from the purchase contract,
- if the defect is a removable defect occurring in a larger number (at least three defects) or repeatedly (3 claims of repeatedly occurring defects or 4 claims of different defects) and preventing the proper use of the goods, the right to replace the defective goods or withdraw from the purchase contract,
- in the case of other irremediable defects and not requiring replacement, the right to a reasonable discount on the purchase price or to withdraw from the purchase contract.
o In the event of replacement of the product within the warranty period, the warranty is renewed in full - a new warranty is created, which begins upon receipt of the new goods by the buyer.

5. CONFLICT WITH THE PURCHASE CONTRACT
o In the event that the item is not in conformity with the Purchase Contract upon receipt by the Buyer (hereinafter referred to as a "conflict with the Purchase Contract"), the Buyer shall have the right to have the Seller restore the item to a condition consistent with the Purchase Contract, free of charge and without undue delay, either by replacing the item or by repairing it, as requested by the Buyer; if such procedure is not possible, the Buyer may demand a reasonable discount on the price of the item or withdraw from the Contract.
o This does not apply if the buyer knew of the non-conformity with the purchase contract before taking delivery of the item or caused the non-conformity with the purchase contract.
o A conflict with the contract of sale which becomes apparent within six months of the date of receipt of the goods is deemed to have already existed when the goods were taken over, unless this is contradicted by the nature of the goods or the contrary is proved.

6.  HANDLING OF THE COMPLAINT
o In the event that the Buyer exercises its right to require the rectification of defects in the goods by repair and the business designated in the warranty certificate for the purpose of warranty repairs of the goods is different from the Seller, whose registered office or place of business is in the same place as the Seller or in a place closer to the Buyer, the Buyer shall exercise the right to warranty repair with the business named in the warranty certificate.
o The claim, including the removal of the defect, must be settled without undue delay, no later than the 30th day from the date of the claim, unless the seller and the buyer agree on a longer period. After the expiry of this period, the buyer shall be entitled to the same rights as if it were an irremediable defect.
o The Seller or another business designated under the warranty to handle the claim shall always ensure that a written report is made of the defects found and the form of their rectification, and the Buyer is advised to keep these certificates for the duration of the warranty.
o The seller or other business operator designated under the warranty certificate shall issue the consumer with a written confirmation of when the consumer made the claim, what its content is and the method of its settlement. In addition, the seller shall provide the buyer with confirmation of the date and method of handling the claim, including confirmation of the repair and the duration of the repair. In the case of a rejected complaint, the Seller shall provide the Buyer with a written justification for such rejection.
o In situations where goods need to be sent to the Seller or a service centre, the Buyer shall, in its own interest, ensure that the goods are packed in suitable and sufficiently protective packaging material to meet the requirements of transporting fragile goods and mark the shipment with the appropriate symbols.
o In the event of an acknowledged claim, the buyer who is a consumer shall furthermore be entitled to payment of all costs necessary to make the claim.
o The seller or the service centre is not obliged to inform the buyer after the claim has been properly settled.
o After the claim has been completed, the buyer may collect the goods in person or request that they be sent directly to the buyer's address.
o The warranty cannot be invoked in case of unprofessional handling or unprofessional commissioning of the goods, as well as in case of unprofessional handling, i.e. in particular:
- using the goods in conditions that do not correspond to the parameters specified in the documentation for the goods, 
- the warranty does not cover defects caused by careless handling, excessive loading, use for purposes other than those intended, defects caused by external influences due to use in an unsuitable environment (humidity, contact with water, chemicals, fire, extreme temperature, frost, etc.) defects caused by unprofessional intervention and defects caused by normal wear and tear of the product.

7.  FINAL PROVISIONS
o The Seller has the right to refuse deliveries sent on delivery.
o Goods that are delivered to the Seller's address without explanation will be sent back immediately.
o In the event of any Complaint, the Buyer shall inform the Seller of the claim and agree with the Seller the most appropriate way to handle the claim process.
o The Seller may, taking into account the nature of the Complaint and the nature of the Goods complained of, resolve the Complaint without the need to send the Goods to the Seller's address.
o The Seller is entitled to amend the Complaints Procedure. The Seller is obliged to publish the new version.

8. DOWNLOADABLE FORMS
Complaint form (contains instructions on how to proceed)