Complaints Policy for Consumers

of the business company BEWIT Natural Medicine, s.r.o.,
for the sale of goods via the online shop located at: https://bewit.love   

 

1 INTRODUCTORY SECTION

1.1 This complaints policy applies to goods supplied by BEWIT Natural Medicine, s.r.o., with its registered office at Michalská 2030, 710 00 Ostrava - Slezská Ostrava, Company ID: 294 43 237, VAT ID: CZ29443237, registered with the Municipal Court in Prague, Section C, Insert 53597, represented by Ing. Jiří Černota, Managing Director (hereinafter referred to as “BEWIT Natural Medicine, s.r.o.” and/or “BEWIT” and/or also “we”). 

1.2 This complaints policy forms an integral part of the General Terms and Conditions (hereinafter referred to as “GTC”) of BEWIT Natural Medicine, s.r.o. for the online shop available at https://bewit.love.

1.3 The complaints policy is intended ONLY FOR CONSUMER CUSTOMERS. A customer who is a consumer is any natural person who, outside the scope of their business activity or outside the scope of their independent exercise of their profession, enters into a contract with us or otherwise deals with us (hereinafter also referred to as “consumer” or “customer” or also “you”). 

1.4 Governing Law. The rights and obligations of the parties are in accordance with Act No. 89/2012 Coll., the Civil Code (hereinafter referred to as the “Civil Code”) and Act No. 634/1992 Coll., on Consumer Protection, as amended. In the event of rights arising from a contractual warranty, the relationships established are governed by specific warranty conditions.

1.5 If you have any questions, you can contact us:

By phone: +420 552 305 105 (hereinafter referred to as “phone contact”)

By email: [email protected] (hereinafter referred to as “email contact”)

1.6 Where should I deliver goods for a complaint?

You can deliver the goods to us at the address:  

Bewit Natural Medicine, s.r.o., Podnikatelská 878, 720 00 Ostrava - Hrabová

By email: [email protected]

2 WHAT OUR GOODS SHOULD LOOK LIKE UPON RECEIPT 

2.1 What properties should our goods have at the time of receipt? We are responsible to you for ensuring that the goods are free of defects upon receipt. In particular, we are responsible for ensuring that at the time you receive the goods:

2.1.1 the goods have the properties we have agreed upon, which we or the manufacturer have described (including in advertising) or which you expected given the nature of the goods,

2.1.2 the goods are suitable for the purpose we state for their use or for which goods of this type are usually used,

2.1.3 the quality or design of the goods corresponds to the agreement of the parties and/or the sample or model (if we based the order on them),

2.1.4 the goods are in the appropriate quantity, measure or weight,

2.1.5 the goods comply with legal requirements.

2.2 Presumption that the goods are faulty. If a defect appears within 12 months of taking over the goods, it is presumed that the goods were already faulty when taken over, unless we prove otherwise.

3 IN WHICH SITUATIONS WILL YOUR COMPLAINT NOT BE ACCEPTED 

3.1 If the complaint is rejected, the seller will provide the customer with a written justification for the rejection and information on how to return the goods. The customer will take over the goods without undue delay or provide the necessary cooperation for their delivery, especially by providing a complete delivery address. If the customer requests the goods to be sent, the seller will send them at the customer's expense, after payment of the shipping cost according to the current price list of the chosen carrier. If the customer fails to do so within 3 months of notification of the complaint's resolution, the seller will store the goods and again ask the customer to take them over within an additional reasonable period.

3.2 For which defects are we not responsible? We are not responsible for defects in these cases: 

3.2.1 a defect that the goods had at the time of takeover and for which a discount on the purchase price was agreed, 

3.2.2 the defect arose on the goods due to wear and tear caused by normal use, or if it results from the nature of the goods, 

3.2.3 the defect is caused by you and arose from improper storage, improper maintenance, your intervention or mechanical damage, all under conditions that do not correspond in temperature, dustiness, humidity, other environmental influences and are thus directly specified by us or the manufacturer (usually on the leaflet / label of the goods) or it results from legal regulations,

3.2.4 a defect in goods that have been modified by the customer, and if the defect arose as a result of this modification,

3.2.5 using the goods in unsuitable conditions that do not correspond in temperature, dustiness, humidity, chemical and mechanical environmental influences, which is directly specified by the seller or manufacturer, or results from legal regulations,

3.2.6 the defect arose as a result of an external event beyond our control (e.g., a natural disaster).

4 WHEN CAN A DIGITAL CONTENT BE CONSIDERED FAULTY?

4.1 Delivery of digital content. We are responsible to the customer that, for the purpose of proper provision of digital content, they will receive a message at their email address with a link to download it or to launch an online webinar and/or we will make the link to download the digital content available in their user account. 

4.2 Delivery time (including seminars). We are responsible to the customer that they will be able to launch other digital content in their user account and/or that we will send them a link to launch an online webinar to their email address within the agreed time. Similarly, we are responsible to the customer for informing them of the seminar venue at their email address no later than 7 days before its occurrence.

4.3 Internet connection. We are not responsible for defects related to insufficient internet connection of the customer, insufficient hardware and software necessary for participation in the webinar and/or access to digital content.

5 DELIVERY OF WEBINAR AND OTHER DIGITAL CONTENT, SEMINAR VENUE

5.1 Checking the download link. The customer is obliged to check whether the link to launch the digital content has been made available in their user account and/or whether the link to launch the online webinar has been sent to the customer's email address no later than 2 working days from receipt of the order (in the case of an online webinar, no later than 2 working days before the start of the webinar).

5.2 Non-functional/non-existent link. Upon receipt of payment confirmation for ordered digital content, the customer is obliged to check whether the digital content (usually a webinar recording) is available in their user account. If you do not have access to the digital content in your user account after receiving confirmation, please contact us at [email protected].

5.3 Seminar venue. If you do not receive information about the seminar venue by the agreed date, please contact us at [email protected].

6 IF THE GOODS WERE DAMAGED DURING TRANSIT

6.1 Checking the packaging before accepting the goods from the carrier. When accepting the parcel from the delivery person, check the integrity of the packaging. By accepting the parcel, you confirm that you have received the parcel without obvious defects. If the packaging is damaged, report it directly to the carrier and draw up a damage report. The delivery person will keep the parcel. This is the easiest way to handle a claim for a damaged parcel; the parcel will be returned to us by the carrier immediately, and a new parcel will be sent to you. 

6.2 You discover that the goods were damaged only after unpacking the parcel. How to proceed? If you discover that the contents of the parcel are damaged only after receiving and unpacking it, please inform us immediately after receipt, no later than five (5) days from receipt of the parcel, preferably via the Retino service, which is available here: https://bewit.love/reklamace/. The Retino service will facilitate communication with us and speed up the processing of your request. In this case, select the button “Goods Complaint”. Enter the order number, the email address from which you ordered the goods, and select the damaged goods from the list of ordered goods to include in the complaint. 

6.3 When will we no longer be able to claim for transit damage? Please note that if you report a complaint on the sixth (6th) day or later from the receipt of the parcel, such a complaint will most likely not be accepted by the carrier. As a result of your late complaint about a damaged parcel, we may incur damage (the damaged parcel will not be reimbursed by the carrier due to your late complaint), and we are entitled to claim such damage from you. Keep the parcel and take photographic documentation of it (so that the damaged goods, packaging, and filling are clearly visible). 

6.4 What will be the procedure once you have informed us of everything? After completing the complaint form, you will receive a confirmation email. Our customer service staff will then usually contact you by phone to agree on the next steps. You can contact us at any time by phone on +420 552 305 105 or by email at [email protected] to verify that the complaint is already being processed.

7 IF YOU HAVE RECEIVED INCORRECTLY SENT GOODS

7.1 How to proceed and what information will we need from you? If you have received incorrectly sent goods, an incorrect quantity or a different colour, or completely different goods that you did not order, etc., please contact us preferably via the Retino service, which is available here: https://bewit.love/reklamace/. The Retino service will facilitate communication with us and speed up the processing of your request. In this case, select the “Return of goods” button. Please provide your order number, the email address you used to order the goods, and select the damaged item from the list of ordered goods to include in the complaint. Then, choose one of the offered reasons for returning the goods and/or describe the error in your own words. We strive to prevent such errors and carefully check all dispatched goods, but even we are not entirely infallible. We apologise in advance for any discrepancies in your order and will do everything we can to make the complaint process as convenient as possible for you and as quick as possible on our part.

7.2 What happens next? After completing and submitting the relevant return form, you will receive a confirmation email. We will check everything as quickly as possible and contact you to arrange the next steps. You can contact us by phone at any time on +420 552 305 105, or by email at [email protected], to verify that your request is being processed.

8 DISCOVERY OF A DEFECT IN GOODS WITHIN 14 DAYS OF RECEIPT

8.1 I discover a defect in the goods within 14 days of receipt. If you discover a defect in the delivered goods within 14 days of receipt, please contact us preferably via the Retino service, which is available here: https://bewit.love/reklamace/. The Retino service will facilitate communication with us and speed up the processing of your request. In this case, select the “Goods Complaint” button. 

8.2 A complaint is not the same as the right of withdrawal. Within 14 days of receiving the goods, we guarantee your right to withdraw from the purchase contract or exchange the goods for another. However, in such a case, the goods must be returned undamaged, or in a sealed or hygienic package. Otherwise, you are responsible for the reduction in the value of the goods and/or there is a risk that you will not have the right of withdrawal. If you have already unpacked the goods and found a defect during one of the first uses, we recommend complaining about the goods as the most appropriate course of action. 

8.3 What happens next? After completing the complaint form, you will receive a confirmation email. Subsequently, our customer service staff will usually contact you by phone to agree on the next steps. You can contact us by phone at any time on +420 552 305 105, or by email at [email protected], to verify that your complaint is being processed.

9 DISCOVERY OF A DEFECT IN GOODS WITHIN 24 MONTHS OF RECEIPT 

9.1 When to complain about defective goods. You are obliged to notify us of defects in the goods (complain about them) without undue delay after the defect appears. Otherwise, a court would not grant you the right arising from defective performance. 

9.2 You are entitled to claim a defect in consumer goods that occurs within 24 months of receiving these goods. This does not apply to goods for which the packaging, label, instructions attached to the goods, or advertising, in accordance with other legal regulations, specifies a period for which the goods can be used. In this case, the provisions on quality guarantee (contractual guarantee) shall apply.

9.3 What happens after 24 months? After the fruitless expiry of this period (24 months), defects in the goods cannot be claimed. If possible for the given goods, this period is extended by the time during which you could not use the goods because they were in the process of a legitimate complaint. Although we always strive to resolve complaints to your satisfaction, some products must be handled according to the instructions on the packaging/label/leaflet – otherwise, they will be damaged. Even if the 24-month period has not yet expired in these cases, we cannot accept your complaint (point 2.1.3 or point 2.1.5 of these complaint rules). 

9.4 Contractual Guarantee. If a voluntary contractual guarantee longer than 24 months from the receipt of the goods was guaranteed for the given goods, you will be able to claim defects in the goods for this period. The period is extended by the time during which you could not use the goods because they were in the process of a legitimate complaint. 

9.5 What should I do to claim a defect in the goods? To claim defects in goods, you can use the Retino service, which is available here: https://bewit.love/reklamace/. The Retino service will facilitate communication with us and speed up the processing of your request. In this case, select the “Goods Complaint” button. In the form, please state in particular:

9.5.1 order number;

9.5.2 the email from which you ordered the goods; 

9.5.3 select the damaged goods from the list of ordered goods to be included in the complaint;

9.5.4 select one of the offered reasons for the complaint and/or describe the defect in your own words;

9.5.5 the chosen method of resolving the complaint, while the customer is not entitled to change the chosen method of resolving the complaint without our prior consent; 

9.5.6 selection of the method of returning the complained goods to BEWIT;

9.5.7 your address for any return of goods after the complaint process is concluded.

9.6 We will confirm receipt of the complaint. After claiming a defect in the goods, you will receive a confirmation of its receipt from us via email. The moment of making a complaint is considered to be the moment we receive the details of your complaint regarding the goods.

9.7 Where can I complain about the goods? You can also complain about the goods in person at the dispatch point of the BEWIT Natural Medicine, s.r.o. e-shop, Podnikatelská 878, 720 00 Ostrava - Hrabová during operating hours 7:30 - 21:00 on working days. A complaint protocol will be drawn up and signed on our form between the customer and our employee. In it, the customer will state the facts according to point 10.4 of this article of the complaint rules, including a description of their identification and contact details (phone, email). 

9.8 Returning advertised goods to the seller. The complaint process does not end with the completion of the complaint form. It is your duty to send the faulty goods you are complaining about to us at BEWIT Natural Medicine, s.r.o., Podnikatelská 878, 720 00 Ostrava - Hrabová and/or to store the faulty goods according to our instructions and document the defect (for example, by taking and sending a photograph of the faulty goods / video to our complaints department staff) so that the alleged defect can be examined. The goods must be returned complete, undamaged (with the exception of the advertised defect), ideally in their original undamaged packaging, so that we can adhere to proper hygiene procedures. Along with the goods, the customer is obliged to provide a copy of the delivery note or invoice. You can use our free service for delivering advertised goods as part of the complaints process via the Retino application. 

9.9 The customer shall bear the costs of any other method of transport than as stated in point 10.8 of these complaints rules (exercising the right from defects in goods at any branch of Zásilkovna s.r.o.).  Please note that advertised goods sent cash on delivery will not be accepted by us and will be returned to you at your expense. 

9.10 Confirmation. Upon receipt of the advertised goods, a confirmation of receipt of the complaint and its content will be sent to your designated email address. 

10 DISCOVERY OF A DEFECT IN DIGITAL CONTENT

10.1 When to complain. You are obliged to report a defect in a webinar and/or digital content (complain about it) immediately, without undue delay after the defect appeared, otherwise the court would not grant you the right from defective performance. 

10.2 What should I do to report a defect? To report defects in goods, you can use the Retino service, which is available here: https://bewit.love/reklamace/. The Retino service will facilitate communication with us and speed up the processing of your request. In this case, select the "Goods Complaint" button. In the form, please state in particular:

10.2.1 order number;

10.2.2 telephone number and email from which you ordered the product; 

10.2.3 describe the defect in your own words;

10.2.4 the chosen method of handling the complaint, whereby the customer is not entitled to change the chosen method of handling the complaint without our prior consent;

10.2.5 your address.

10.3 Confirmation of receipt of complaint. After reporting the defect, e.g. by completing and submitting the product defect report form or by other means, you will receive a confirmation of its receipt to your email. The moment the defect is reported is considered to be the moment we receive your complaint details.

11 HOW QUICKLY YOUR COMPLAINT WILL BE HANDLED

11.1 When will the complaint process be closed? The Civil Code gives us a maximum period of thirty (30) days from the reporting of the defect to close the complaint process. Within this period at the latest, the complaint process will be closed by us.

11.2 Assessment of the defect. As a rule, however, within three (3) working days of receiving the necessary documentation (photographs and other essential data for assessing the goods' defect) or receiving the claimed goods back to us, an immediate assessment of the defect is carried out, and the customer is informed of the result of the assessment of the legitimacy of the claim. This period does not include the time required for expert assessment of the defect (e.g., it will be necessary for us to request cooperation from our supplier or manufacturer). 

11.3 If the goods are defective. If the claimed goods are found to be defective, the claims process is concluded no later than thirty (30) days from the notification of the defect. In justified cases, an authorised employee may agree on a longer period with the customer. We are obliged to request additional documents from you as soon as possible.

11.4 If the goods are not found to be defective. If the goods are not found to be defective, you will be informed to arrange an individual procedure.

12 HOW TO CHOOSE THE METHOD OF HANDLING A COMPLAINT

12.1 What will affect my options. You will have the right to request the rectification of the defect. You can choose from the following:

12.1.1 repair of the item;

12.1.2 delivery of a new item; or 

12.1.3 delivery of the missing part.

This should not be an unreasonable request on your part. If the repair of the item would cause us significant difficulties or if it would not be a reasonable request given the value of the item and the significance of the defect, we will inform you. We will proceed in the same way if we assess your request for the delivery of a new item as unreasonable given the defect of the goods or the value of the goods. 

12.2 If it constitutes a material breach of the purchase contract. If the defect constitutes a material breach of the purchase contract, you will have the right to withdraw from the purchase contract or request a reasonable discount from the purchase price of the goods. 

12.3 When will it be possible to request a refund of the purchase price? In some situations, it will be possible to withdraw from the purchase contract and request a refund of the purchase price. This will not be possible if the defect of the goods is not significant. What situations will allow you to withdraw from the purchase contract and request a refund of the purchase price: 

12.3.1 we refuse to rectify the defect of the goods or have not repaired this defect within a reasonable period;

12.3.2 from our statement or other circumstances, it will be evident that the defect will not be removed within a reasonable time or without significant difficulties for the buyer;

12.3.3 the defect of the goods recurs; or 

12.3.4 it constitutes a material breach of the purchase contract. 

12.4 When else will it be possible to request a reasonable discount from the purchase price of the goods? In some situations, you will also be able to request a reasonable discount from the purchase price. This will not be possible if the defect of the goods is not significant. What situations will allow you to request a reasonable discount from the purchase price? 

12.4.1 we refuse to rectify the defect of the goods or have not repaired this defect within a reasonable period;

12.4.2 from our statement or other circumstances, it will be evident that the defect will not be removed within a reasonable time or without significant difficulties for the buyer;

12.4.3 the defect of the goods recurs; or 

12.4.4 it constitutes a material breach of the purchase contract. 

12.5 You will inform us of the method of handling the complaint. If not, we will ask you. You are obliged to inform us of the right you have chosen from defective performance, either when notifying us of the defect or without undue delay after notifying us of the defect. You cannot change the choice made without our consent; this does not apply if you request a repair of a defect that proves to be irreparable. 

12.6 Return of original goods. When handling a complaint by delivering new goods, you are obliged to return the originally delivered goods to us (unless we agree otherwise). 

13 COMPLETION OF COMPLAINT

13.1 Handling of complaint. After the lodged complaint has been handled, you will be notified of the completion of the complaint, either by telephone, SMS, or email, and you will be asked to collect the complained goods without undue delay, no later than thirty (30) days from the day you were informed of its handling. Upon collection of the complained goods, we will issue you with a written confirmation of the date and method of handling the complaint, including confirmation of the remedy carried out and the duration of the complaint, or a justification for rejecting the complaint. 

13.2 If you sent us the goods for complaint. If the complained goods were sent to us for complaint by a carrier, after its handling, they will be automatically sent to the customer's address along with a confirmation of the date and method of handling the complaint, including confirmation of the remedy carried out and the duration of the complaint, or a justification for rejecting the complaint. 

13.3 If we are refunding the purchase price. In the event that the complaint is deemed justified and the customer legitimately requests a refund of the purchase price as the method of handling the complaint, we will send the paid purchase price back to the bank account you specify in the complaint form, without undue delay. 

13.4 Collection of complained goods. You are obliged to collect the complained goods no later than thirty (30) days from the day you were informed of its handling. After this period, we are entitled to charge a storage fee for the goods in accordance with Section 2120 (1) in conjunction with Section 2159 (2) of the Civil Code. The daily storage fee is charged at 20 CZK.

13.5 Sale of uncollected goods. If you do not collect the goods from a handled complaint within three (3) months from the day you were informed of the handling, we reserve the right to sell the goods and use the proceeds to cover storage costs.

13.6 Obligation upon collection of complained goods. You are also obliged to check the completeness of the complained goods upon collection, in particular that the consignment with the goods contains everything it should. Later objections will not be considered. 

14 FINAL SECTION

14.1 Rights arising from law. The customer's rights arising from law are not affected by these complaint regulations.

14.2 Validity. These complaint regulations (intended only for consumers) are valid from 29.05.2023 and revoke the validity of previous complaint regulations.