We appreciate your trust in our products. In case of any problems with the delivered goods, we try to accommodate you as much as possible. This document summarizes your rights and procedures in case of complaint or withdrawal from the purchase contract in accordance with the applicable legislation of the Czech Republic and the EU.
1. CONTACT DETAILS FOR COMPLAINTS AND WITHDRAWAL FROM THE CONTRACT
SoZoLe Rose Ltd. Registered office: Jaurisova 515/4, Michle, 140 00 Prague 4 Company ID: 14089157, VAT number: CZ14089157
Email: e-shop@sozole.cz Phone: +420 723 930 930 Website: www.sozole.cz
2. COMPLAINTS PROCEDURE
This complaint procedure applies to goods purchased in the online store. www.sozole.cz
2.1. Before purchase and use:
- Before completing your order, carefully check the type of product, its size and quantity.
- Follow the instructions, manuals and recommendations for use of the product on its packaging, in the package leaflet and on our website. If you have any questions, do not hesitate to contact us.
2.2. Warranty period and liability for defects:
- As the Seller, we are responsible for ensuring that the goods are free from defects upon receipt. We are responsible for defects that appear on the goods within 24 months of receipt. This period applies to goods with a stated expiration date.
- A defect is primarily understood to mean a discrepancy between the order and the delivered goods, a damaged package or the goods in it, or a defect in material or workmanship that prevents normal use.
2.3. What is not considered a defect (and cannot be claimed):
- Visual or olfactory sensations that are subjectively unpleasant to the customer but do not contradict the product's properties.
- Changes resulting from the natural nature of the raw materials used.
- Buyer's mistake when ordering goods or their inappropriate selection.
- Wear and tear or consumption of goods caused by normal use or if this results from the nature of the item (e.g. expiry of the expiry date).
- Defects due to which a discount on the purchase price was agreed, or defects in goods delivered as a gift.
- Important for cosmetic products: Used cosmetic products without an obvious defect cannot be returned for hygiene reasons.
2.4. Damage during transport and discrepancies in delivery:
- Visibly damaged package: You have the right not to accept a visibly damaged package from the carrier. If you accept it, immediately write a report about the damaged shipment with the transport service driver. Send it to us within 24 hours of receipt, together with a photo of the damaged package and goods.
- Hidden damage to goods: In the case of damaged goods delivered without obvious damage to the package, please contact us immediately upon discovery, no later than 3 days from delivery.
- Delivery discrepancy: In case of a discrepancy between your order and the delivered package (e.g. missing goods, wrong type of goods), please contact us within 3 days of delivery of the package.
2.5. How to make a complaint:
- Please submit a complaint immediately after discovering the defect.
- Use our complaint form
- To make a complaint, please provide proof of purchase (invoice) or your order number.
- You can submit a complaint electronically to the email address e-shop@sozole.cz or in writing to the address of the Seller's registered office.
2.6. Your rights when making a complaint (option):
- Exchange for new goods (if possible and proportionate to the nature of the defect).
- A reasonable discount on the purchase price.
- Withdrawal from the contract (and refund) – this applies if the goods have a significant defect, or if the goods cannot be used properly due to the repeated occurrence of the defect after repair or due to a large number of defects.
2.7. Deadline and method of handling complaints:
- We will decide on the complaint immediately, in more complex cases within 3 working days. This period does not include the time needed for a professional assessment of the defect.
- The complaint, including the removal of the defect, must be handled without undue delay, no later than 30 calendar days from its submission, unless we agree with you on a longer period. The futile expiration of this period is grounds for withdrawal from the contract.
- We will inform you in writing (by e-mail) about the outcome of the complaint, including the reasons for rejecting the complaint.
- The seller will issue you with a written confirmation of the claim and its settlement.
2.8. Costs for shipping the claimed goods:
- In the event of a justified complaint, you have the right to compensation for the reasonably incurred costs associated with sending the goods for complaint (e.g. postage).
- In the event of an unjustified complaint, you are not entitled to reimbursement of your costs.
3. INFORMATION ON THE RIGHT TO WITHDRAW FROM THE CONTRACT (RETURN OF GOODS WITHOUT STATEMENT OF REASON)
3.1. Consumer's right of withdrawal:
- As a consumer, you have the right to withdraw from a purchase contract concluded remotely (e.g. via an e-shop) without giving a reason within 14 days of receiving the goods.
3.2. Withdrawal period: The 14-day period is calculated as follows:
- From the date of receipt of the goods.
- From the date of receipt of the last delivery of goods, if the order includes several types of goods or delivery in several parts.
- From the date of receipt of the first delivery of goods, if the subject of the contract is a regular repeated delivery.
3.3. When it is not possible to withdraw from the contract: The contract cannot be withdrawn in cases stipulated by law (Section 1837 of the Civil Code), for example:
- Goods customized to the customer's wishes or for their person.
- Goods that are subject to rapid deterioration or have been irreversibly mixed with other goods after delivery.
- Goods in sealed packaging that you have removed from the packaging and cannot be returned for hygiene reasons (e.g. cosmetics).
3.4. How to withdraw from the contract:
- To meet the withdrawal deadline, it is necessary to send the declaration of withdrawal within the specified period.
- We recommend using fwithdrawal form
- Send your withdrawal to the email address e-shop@sozole.cz or in writing to the Seller's registered office address. The Seller will immediately confirm receipt of the form.
3.5. Return of goods to the Seller:
- After withdrawing from the contract, you are obliged to return the goods to us within 14 days of sending the withdrawal.
- You will pay the costs associated with returning the goods, even if the goods cannot be returned by regular mail due to their nature.
- The goods must be returned undamaged, unworn, unopened, uncontaminated and, if possible, in the original packaging. If you return the goods in a different condition, the Seller has the right to compensate for the decrease in the value of the goods and to unilaterally set this amount off against the claim for a refund of the purchase price.
3.6. Refund of funds:
- The Seller will return to you all funds (including delivery costs) received under the contract without delay, no later than 14 days from the date of withdrawal from the contract.
- Your money will be refunded in the same way you paid, unless you agree with us on a different method and this does not incur additional costs.
- If you have chosen a more expensive than the cheapest offered delivery method, we will only refund you the delivery costs in the amount corresponding to the cheapest offered delivery method.
- The seller is not obliged to return the funds received before you return the goods or prove that you have sent the goods.
4. FINAL PROVISION
These complaints procedures and instructions on the right to withdraw from the contract are governed by the legal system of the Czech Republic, in particular the Civil Code (Act No. 89/2012 Coll.) and the Consumer Protection Act (Act No. 634/1992 Coll.).
Changes to the complaint procedure reserved. In Prague 07.10.2025