Complaints Procedure

Complaint Procedure

Complaints Procedure of the company Brands of Hemp s.r.o., with registered office at Žižkova 708, Příbram II, 261 01, Czech Republic, ID No.: 19087608, VAT No.: CZ19087608, registered in the Commercial Register kept at the Municipal Court in Prague under the Commercial Register No. C 381326 (hereinafter referred to as the "Seller") for the sale of goods and the provision of services through an online shop located at the Internet address www.canntropy.com natural persons – consumers (hereinafter referred to as the "Buyer") (hereinafter referred to as the "Complaints Procedure").

I. General provisions

Complaint Procedure. This Complaints Procedure is an integral part of the Seller's General Terms and Conditions towards Consumers (hereinafter referred to as the "SOP") and describes the procedure for proceeding in the event of a complaint about goods or services purchased from the Seller.
Buyer's obligation to familiarize themselves. The buyer is obliged to familiarize himself with the Complaints Procedure and SOP before ordering goods or services.
Buyer's consent. By concluding the contract and taking over the goods or accepting the service from the Seller, the Buyer agrees to this Complaints Procedure.
Definition. The definitions of terms contained in this Complaints Procedure take precedence over the definitions in the SOP. If this Complaints Procedure does not define a term, it shall be understood in the sense in which it is defined in the SOP. If it is not defined there either, it is understood in the sense in which it is used by valid and effective generally binding legal regulations.
Applicable regulations. The handling of complaints is subject to the provisions of Act No. 89/2012, the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection, both as amended.

II. Conditions for filing a complaint

Method of filing a complaint. The buyer is entitled to file a complaint as follows:
1. In person at any of the Seller's premises during the opening hours of the relevant establishment
2. By sending it in writing to the address of the Seller's establishment: Brands of Hemp s.r.o., Pražská 145, Příbram II, 261 01, Czech Republic
Contact for the purpose of complaint. The seller can also be contacted for the purpose of a complaint by phone at +420 771 140 744 or by email [email protected].
Handing over the complaint to the Buyer. The Buyer will hand/send the Seller the claimed item, including all its components and a duly completed complaint protocol, a sample form of which can be downloaded here. The Buyer may also submit a complaint via the online complaint form of the Retino platform or in another way according to the Seller's instructions. In the case of using the Retino platform, it is not necessary to attach a printed complaint protocol if all the complaint data is properly filled in online. The Buyer shall attach the relevant invoice to the complaint or prove in another credible manner that the complained goods have been purchased from the Seller. If the Buyer fails to attach or properly complete the complaint protocol (in printed or electronic form via the Retino platform) to the claimed Goods, the Seller may reject the complaint.
Completeness during handover. The buyer is obliged to hand over the goods to the complaint procedure completely. In the event that the Buyer fails to deliver the goods in complete and their completeness is necessary to determine the existence of the claimed defect and/or to remove it, the period for settling the complaint begins only with the delivery of the missing parts.
Hygiene during handover. When filing a complaint, the buyer is obliged to hand over the goods clean in accordance with hygiene regulations and general hygiene principles. The Seller is entitled to reject the complaint of the Goods in the event that the Goods are not handed over in accordance with the hygiene regulations and general hygiene principles.
Shipping by shipping service. In the event that the Buyer sends the goods to the Seller or the service centre by transport service, the Buyer is obliged to pack the claimed goods in suitable and sufficiently protective packaging material that meets the requirements of transport so that it is not damaged during transport. For fragile goods, they must mark the consignment with the appropriate symbols. The buyer has the right to reimbursement of the costs reasonably incurred for filing a complaint.
Buyer's cooperation. The Buyer is obliged to provide the Seller with all cooperation necessary to verify the existence of the claimed defect and to remove it (including testing or disassembling the product).
Immediate notification of the defect. The defect must be reported to the Seller immediately after it has been discovered. Otherwise, this fact may result in the rejection of the complaint.
Normal wear and tear. Normal wear and tear of goods is not considered a defect.
Defect caused by the Buyer. The Buyer does not have the right to defective performance if the Buyer caused the defect himself.
Sale of used and defective items. In the case of an item that has already been sold as used, it is not possible to claim defects corresponding to the degree of use or wear and tear that the item had when it was taken over by the Buyer. In the case of items that are sold at a lower price, because (although new) they already have a defect when they were sold, it is not possible to complain about those defects for which the purchase price has been reduced. The Seller is obliged to warn the Buyer that the item has a defect and what the defect is, if it is not obvious from the nature of the sale.
Passing the danger of damage to things. If the defect occurred after the risk of damage to the goods as a result of an external event beyond the control of the Seller, the Seller is not liable for such a defect.
Data and information on the subject of the complaint. When accepting the goods for the complaint procedure, the Seller is not responsible for the Buyer's data and information stored on hard drives, memories or other information carriers that are part of the goods accepted for the complaint, nor for any loss of such data and information.
Repair of the product by an authorized service center. The right to repair the product can also be exercised at the relevant authorized service center. The goods can be delivered by the Buyer in person or by transport service. The list of authorized services is specified in the warranty card, or the Seller will provide it to the Buyer upon request.
Confirmation of receipt of the complaint. The Seller confirms the receipt of the complaint to the Buyer.

III. Warranty period

Deadlines for application. The Buyer is entitled to exercise the right arising from defects within the period specified by the general legal regulation, unless he agrees with the Seller on a longer period.
Liability for defects and quality warranty. Liability for defects and quality guarantee for consumers is further regulated by Article VII of the SOP, which the Buyer can get acquainted with here.

IV. Settlement of complaints

Deadline to be processed. The seller or an employee authorized by the seller will decide on the complaint immediately, in complex cases within 3 (in words: three) working days. This period does not include the time reasonable for the type of product or service necessary for the professional assessment of the defect. The Seller shall settle the complaint no later than 30 (in words: thirty) days from the date of filing the complaint, unless they agree with the Buyer on a longer period. If the Buyer fails to take over the item within a reasonable period of time after the Seller has informed the Seller of the possibility of taking over the item after repair, but no later than within 30 (in words: thirty) days, the Seller shall be entitled to a storage fee in the amount of CZK 100 (in words: one hundred Czech crowns).
Methods of handling complaints. A complaint can be handled in the following ways:

If the item has a defect, the Buyer may request its removal. At his choice, he may require the delivery of a new item without a defect or the repair of the item, unless the chosen method of removing the defect is impossible or disproportionately expensive compared to the other; this will be assessed in particular with regard to the significance of the defect, the value that the item would have had without the defect, and whether the defect can be removed in the second way without significant difficulty for the Buyer.
The seller may refuse to remove the defect if it is impossible or disproportionately expensive, especially with regard to the significance of the defect and the value that the item would have had without the defect.
The buyer may request a reasonable discount or withdraw from the contract if

The seller refused to remove the defect or failed to remove it in accordance with Section 2170 (1) of the Civil Code. 1 and 2 of Act No. 89/2012 Coll., the Civil Code, as amended,
the defect manifests itself repeatedly,
the defect is a material breach of contract, or
it is obvious from Seller's statement or from the circumstances that the defect will not be rectified within a reasonable time or without significant inconvenience to Buyer.

The reasonable discount is determined as the difference between the value of the item without the defect and the defective item received by the Buyer.
The buyer cannot withdraw from the contract if the defect of the item is insignificant, it is considered that the defect is not insignificant.
If the Buyer withdraws from the contract, the Seller shall return the purchase price to the Buyer without undue delay after receiving the item or after the Buyer proves that he has sent the item.

Confirmation of settlement of the complaint. After the end of the complaint procedure, the Seller confirms the date and method of settlement of the complaint to the Buyer in a copy of the Complaint Protocol, or confirms the repair and its duration. In the event that the complaint has been assessed by the Seller as unjustified, the Buyer has the right to issue a written justification for rejecting the complaint.

This Complaints Procedure enters into force and effect on 14.03.2025.

Changes to the Complaints Procedure are reserved.

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