We greatly appreciate the trust you place in our products. In this section, you will find useful information in the event that, despite our efforts to maintain the maximum quality of the delivered goods, there is a legitimate reason on your part to exercise rights from liability for defects in the goods sold. We will solve everything as quickly as possible. First, familiarize yourself with the following procedure of the SoZoLe Rose s.r.o. complaint procedure:
This Refund and Return policy applies to goods purchased on the website www.sozole.eu
- Before completing your order at www.sozole.eu , please check the type of product, its size and quantity.
- Follow the instructions, guides and recommendations for using the product on its packaging, in the package leaflet and on our website. If you need any further advice, do not hesitate to contact us here .
- All your suggestions and questions are very important to us. Thanks to it, we also improve our products and services.
- If a defect occurs in the product during the warranty period, you have the right to complain about the defect. You can exercise the right from the defect(s) of the goods within 24 months of receiving the goods, just like in a brick-and-mortar store. For goods with a stated shelf life, then for a specified shelf life.
- Defect means a discrepancy between the order, the invoice and/or the delivered goods, a damaged package or the goods in it.
The following cannot be considered a defect:
- visual or olfactory sensations unpleasant for the customer
- changes resulting from the natural character of the ingredients used
- mistake on the part of the customer when ordering goods
- inappropriate product selection
- wear or consumption of the goods caused by normal use or if this results from the nature of the item (e.g. expiry of the expiry date)
- SoZoLe Rose s.r.o. is not responsible for a defect if the goods are already defective upon receipt and a discount from the purchase price has been negotiated due to this defect, or if the goods are delivered with the order as a gift.
- Please note that it is not possible to return used cosmetic products without an obvious defect for hygienic reasons.
- If you exercise your right from a defect in the sold goods in a proper manner, your claim will be processed without unnecessary delay, no later than 30 days from the date of application of the claim.
- If you discover a legitimate reason to exercise rights from liability for defects in the goods you have purchased, do so immediately after discovering this defect.
- You can apply for a claim based on the presentation of proof of purchase and your order number at www.sozole.eu
- He applies his complaint through Refund and Return form.
- In the event of a justified complaint, you have the right to reimbursement of postage in the necessary amount. In the event of an unauthorized complaint, you are not entitled to compensation for your costs associated with processing the complaint, and at the same time www.sozole.eu is not entitled to compensation for costs incurred on its side (unless the customer has, for example, made a repeated unjustified complaint, which can already be believe that it was an abuse of rights on his part)
- You have the right not to accept a visibly damaged package from the carrier. If you receive it, you are obliged to write a report on the damaged shipment. Ask the driver of the transport service for the form and have it confirmed by the driver. Send it to us within 24 hours together with a photo of the damaged package and goods.
- In case of delivered damaged goods without obvious damage to the package, proceed in the same way as in point 13. without delivery of a report on the damaged shipment confirmed by the driver.
- Complain about the defect caused by the delay immediately after it appears via Refund and Return form . We will ask you to send the products back. If more than 1/4 of the product is consumed, the claim will not be accepted.
- In the event that the goods do not meet your expectations, we will look for a way to make the product work in your conditions, or solve your defect through other products.
- In the event of a discrepancy between your order and the delivered package, please contact us within 3 days of the delivery of the package.
- In the event of a valid complaint, you have the right to have us restore the goods to a condition that meets your requirements free of charge and without delay, and to remedy the situation in one of the following ways.
- In case of a defect that can be removed, the customer has the right to have it removed free of charge, in a timely manner and properly. SoZoLe Rose s.r.o. is obliged to remove defects without undue delay, but no later than within 30 calendar days from the date of application of the complaint.
- If it is not disproportionate due to the nature of the defect, the customer can request an exchange of goods (it is possible to exchange for any goods at the customer’s request). If it is not possible to exchange the goods, the customer can withdraw from the contract or demand a reasonable discount on the price of the goods.
- In the event of an irreparable defect, the customer has the right to exchange the goods, withdraw from the contract and return the price of the goods or provide a reasonable discount on the price of the goods.
- In case of rejection of the complaint, we will inform you in writing (by e-mail), including the justification for the rejection of the complaint (completion of the complaint procedure).
Withdrawal from the contract
- The customer has the right to withdraw from the contract within 14 days of taking over the purchase of goods at www.sozole.eu.
- In order to exercise the right to withdraw from the contract, the customer must send a declaration of withdrawal within the withdrawal period via the form .
- A customer who withdraws from the contract is obliged to return the goods to the seller within 14 days of withdrawing from the contract. The customer bears the costs associated with returning the goods to the seller, even if the goods cannot be returned due to their nature by the usual postal route.
- The customer must return the goods to the seller undamaged, unworn, unopened and uncontaminated and, if possible, in the original packaging. The seller is entitled to unilaterally offset the claim for compensation for damage caused to the goods against the customer’s claim for a refund of the purchase price.
Changes to the complaints procedure reserved. In Prague on June 21, 2024