Any complaint we always try to do for your peace of mind.
1) Warranty period
1.1 Apozona generally provides our customers with a 24-month warranty period starting from the date of receipt of the goods to the buyer.
1.2 This warranty period may be longer/shorter depending on the usage period indicated on the product packaging. The warranty period is limited to the date of consumption.
1.2.1 consumption figure of often marked on the packaging “best before / best before”,
1.2.2 policy on consumption should not be used on the package, if the minimum durability exceeds 30 months
1.2.3 in this case, as a rule, the packaging graphically shows an open package of cream
1.2.4 pointer that points to the open tube of cream determines how long after opening the product can be used
1.2.5 the most common are 12M or 24M that is 12 months or 24 months since
1.3 In the case of complaints about the product, the warranty period is automatically extended for the duration of the complaint.
1.4 In case of claim issuing for exchange of goods on the new , replacement product will have the initial warranty period.
2) Cases subject to appeal
2.1 The buyer has the right to appeal the item, if you get the item at odds with the contract and / or warranty period of the product will discover the fact that it can not be used normally.
2.2 The buyer is obliged to inspect the goods upon receipt to learn about any defects and damages. If he finds anything, he / she shall immediately inform the seller.
2.3 If the buyer takes the goods from the carrier (not the vendor), the customer must verify the integrity of the packaging of the goods and in case of any defects to notify the carrier without undue delay.
2.4 In the event of damage to the shipping container indicating an unauthorized intrusion or damage to the goods, can not (recommend!) the buyer to take delivery from the carrier. Such parcel must be returned to the seller, which, based on the damage at its expense as soon as possible substitute products.
3) How to report a complaint
3.1 We recommend that buyers first contact us via phone or email with contact information where we will try to find the best solution to your problem.
3.1.2 +420 734433999 (for goods purchased in the city store)
3.2 Products Returned can also be delivered directly to the supplier of one of the following ways
3.2.1 to bring them personally to the store ID: 09918493, Hostivařská 92/6, 102 00 Praha 10-Hostivař, CZ
3.2.2 send the parcel ID: 09918493, Hostivařská 92/6, 102 00 Praha 10-Hostivař, CZ . In this case, please attach a summary of the cause of action.
3.3 For claim you must attach an original or copy of the receipt or invoice with an online store. In a pinch you can use only the order number, then can find the payment confirmation and the seller. But it was not his responsibility.
3.4 To qualify for a refund, the buyer must leave contact details (name, surname, telephone number and email address).
3.5 When submitting a claim the buyer may provide the required form of compensation (new products, substitutes, discounts on goods, a refund of the amount in the form of a voucher for the purchase, refund). The supplier will endeavor to fulfil this requirement. However, it is not binding on supplier and may be changed in agreement with the buyer.
4) Process and the decision
4.1 The Seller will inform the buyer about the method of settlement of the complaint within three working days of receipt of the claim and provides proof of receipt of the claimed goods.
4.2 The seller has 30 days for the actual implementation of the complaint.
4.3 The seller shall inform the customer by phone or email immediately after receiving the complaint, provided contact information.
4.4 The Supplier may replace or repair the claimed goods. If this is not possible, goods may be reduced or refundable for purchase in the form of a voucher or in cash or by transferring money to the account or card.
4.5 In the event that the seller is unable to resolve the claim within 30 days, the buyer is entitled to a new product or refund (form of agreement).
4.6 If the complaint is deemed justified, the buyer has the right to reimbursement is virtually incurred the costs associated with the use of his right.
5) When is the refund not possible
5.1 The Seller claims that the product can not be refunded in the following cases:
5.1.1 the use of cosmetic products with no apparent defect cannot be returned for hygienic reasons
5.1.1 cosmetic products without obvious defect but used cannot be returned for hygienic reasons
5.1.2 goods with expired or limited date of consumption or use, if this fact was known to the buyer at the time of purchase.
5.1.3 defects on the product caused by normal wear and tear, affecting the marketability
5.1.4 defect of the product caused by the buyer, incorrect use, storage, maintenance, or mechanical damage
5.1.5 defect resulting from external injury or force majeure beyond the control of seller
Please note that the delivery of international mail is accompanied by customs procedures, for the result of which the sender cannot vouch.
You need to find out about the permission to ship the ordered product in your area yourself.
Dear customers/buyers. You need to know that medicines are not subject to return and exchange. Even if you have not used them and preserved the integrity of the packaging, it is no longer possible to return the medicine!
The return of some goods is not possible, because the goods belong to the category of goods that are not refundable in Europe.
A cancellation of the purchase is possible prior to its execution and purchase from the supplier with a special request to our email, in which you need to inform the order number and article of goods from which you decided to refuse. Refunds are made at 100% for the details specified in the letter of appeal. For more info read Our Terms and Conditions.
According to the law you are entitled to withdraw from an agreement concluded on the Internet within 14 days. The best way to do this is to contact us at email@example.com or +420730807151 (WhatsApp, Viber, Telegram). For more info read Our Terms and Conditions.
In the case you withdraw from the agreement, we will refund you the purchase price of the goods. However, in accordance with the law, we may wait with the payment until you return the goods. For the refund, we shall use the same means of payment you used to pay the purchase price, unless we agree otherwise. For more info read Our Terms and Conditions.
If, with regard to the contract, the seller sends the buyer an additional free item (“gift”), it is necessary also to return this gift. In that case, you shall bear the costs associated with the return of the goods.
Please note that, by law, when shopping with us, you can return any purchased product with the exception of those which were altered or manufactured according to your instructions (e.g. an engraved packaging) and goods which you took out from their packaging and which cannot be returned due to hygienic purposes (e.g. open beauty products and other goods which come in direct contact with the skin). The seller further emphasizes that it is not possible to withdraw from the service contract of gift or ecological wrapping once the item has been wrapped, as the service has therefore been provided.
Pictures of goods in our e-shop are illustrative only and do not constitute a binding depiction of the goods’ properties (for example, the packaging may differ due to a change made by the manufacturer).
The best way to withdraw from the contract or just to ask us any questions will be to contact us at firstname.lastname@example.org or +420730807151(WhatsApp, Viber, Telegram).
The buyer acquires ownership of the goods by paying the full purchase price of the goods.
The Seller is not bound by any codes of conduct in relation to the Buyer within the meaning of Section 1826(1)(e) of the Civil Code.
Out-of-court handling of consumer complaints is handled by the Seller via the electronic address email@example.com. The Seller shall send information on the settlement of the Buyer’s complaint to the Buyer’s electronic address. Read more here: Terms and Conditions