COMPLAINTS, EXCHANGES AND RETURNS OF GOODS

Our customer comes first. We strive for your satisfaction in all respects. We try to accommodate you as much as possible, even in less pleasant matters. That is why we have prepared useful information for you, which you will use in the most frequent complaints, when exchanging or returning goods.

HAVE YOU DAMAGED GOODS?

When picking up the goods from the carrier, please carefully check the condition of the package. If the shipment shows signs of damage, do not accept it and then inform us.

If the damaged goods are inside (the packaging of the consignment is intact), please contact either our complaints department or a specific carrier as soon as possible.

In order to process the complaint as quickly and smoothly as possible, please take photographs documenting the damaged goods.

DID YOU NOT FIND WHAT YOU EXPECTED IN THE PACKAGE?

Even our packages are assembled by people. And people can make a mistake. If that happens, we will do everything we can to make up for it. If you are missing or have any other ordered goods in the shipment, if the content of the shipment does not correspond to your order, please contact us.

Write us an email at medicaliento@medicaliento.com Write complaints about the subject. Give us the details and don't forget to state the order number. We are happy to resolve the situation as soon as possible.

DO YOU WANT TO RETURN THE GOODS?

As a consumer, you have the right to return goods purchased in the e-shop without giving a reason according to § 53 par. 7 of the Civil Code, within 14 calendar days from the date of receipt of the goods. You can return the goods within 14 days even if you place the order via the Internet, you can pick it up in person.

Only consumers have the right to withdraw from the purchase contract within 14 days, ie to return the goods. The right of withdrawal does not arise if you buy during a business or entrepreneurial activity (the purchase document states the ID number).

HOW TO RETURN THE GOODS?

It is not possible to return an already opened box, so the goods must have an intact protective strip at the lid.

Please pack the goods well so that they are not damaged during transport.

Send the goods you want to return together with a written statement - Withdrawal from the purchase contract within 14 days to our delivery address:

Complaints department Medicaliento s.r.o.
30.dubna 560/11, Ostrava, 702 00, Czech Republic
Tel .: +420 777 201 444

Do not send goods for cash on delivery. Packages sent cash on delivery will not be taken into account.

After delivery of the goods, we will refund you the amount corresponding to the value of the returned goods within 14 days. We will send you the money either by transfer to a bank account or by issuing a discount voucher for a purchase in our e-shop (in a value corresponding to the value of the returned goods). Refunds by postal order are not possible.

DO YOU WANT TO EXCHANGE THE GOODS?

If you wish to exchange the delivered goods for others, we will meet your needs. Write us an email at medicaliento@medicaliento.com in the subject, write "exchange" and write us the details of the required exchange. Then pack the goods and send it back to our delivery address:
Medicaliento s.r.o.
30.dubna 560/11, Ostrava, 702 00, Czech Republic
Tel .: +420 777 201 444

After delivery of the goods and prior agreement, we will send you the newly requested goods.

We will handle consumer complaints within the 30-day statutory period. Also in the case of a complaint from a wholesale partner, where the deadline for its settlement is not given by the Commercial Code, we will do our best to settle everything in the shortest possible time.

DO YOU NEED TO COMPLAIN GOODS?

For food, special purpose foods and food supplements, the date of minimum consumption is always marked on the packaging. The warranty period for consumer goods and electronics lasts for 24 months from receipt of the goods, unless otherwise stated.

Complaints can only be made during the warranty period. The warranty applies exclusively to goods duly ordered and fully paid for.

HOW TO PROCEED COMPLAINTS?

Write us an email to medicaliento@medicaliento.com (subject of the "complaint"), fill in the contact details, order number and describe the details of the complaint.

A copy of the tax document (invoice) must be submitted to claim the guarantee. Without this document, the warranty cannot be recognized. The proof of the origin of the goods is fully borne by the buyer.

The goods must be delivered complete as received from the seller. For hygienic reasons, we only accept goods that have been properly cleaned.

The warranty does not apply if the protective tape is broken and the product has already been opened, for damage or excessive wear and tear of the goods, as well as defects caused by use, improper handling, non-compliance with the instructions for use, violation of normal usage principles or force majeure.

By sending your email to medicaliento@medicaliento.com, we will contact you as soon as possible regarding the next steps. Please keep in mind that the seller always decides on the complaint and the procedure for claiming a defect during the warranty period.

Always agree with the complaints department in advance before delivering the claimed goods to our address. The costs associated with the transport of the claimed goods will be reimbursed to you only in the event of a justified complaint, based on proof of their real amount (postage bill, waybill, etc.).