Consumer Complaints Procedure

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

 

1 INTRODUCTORY SECTION

1.1 This Complaints Procedure applies to goods supplied by BEWIT Natural Medicine, s.r.o., with registered office at Michalská 2030, 710 00 Ostrava - Slezská Ostrava, IČO: 294 43 237 VAT NUMBER: CZ29443237, registered at 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 Procedure 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 Procedure is intended ONLY for the CUSTOMER of the CONSUMER. A consumer customer means any person (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").

1.4Governing 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 case of contractual warranty rights, the specific warranty terms and conditions shall govern the resulting relationship.

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

By telephone:+420 552 305 105 (hereinafter referred to as “telephone contact")

By e-mail:info@bewit.love (hereinafter referred to as "e-mail contact")

1.6Where to deliver the goods in case of a complaint?

You can deliver the goods to us at our registered office:

Michalská 2030, 710 00 Ostrava - Slezská Ostrava

E-mail: reklamace@bewit.love

 

2 HOW OUR GOODS SHOULD LOOK ON RECEIPT

2.1 What are the condition of our goods at the time of receipt? We are responsible for ensuring that the goods are free from defects upon receipt. In particular, we are responsible for the fact that at the time you take delivery of the goods:

2.1.1 the goods have the characteristics that we have agreed, that we or the manufacturer have described (including in advertising) or that you have come to expect given the nature of the goods,

2.1.2 the goods are fit for the purpose for which we specify their use or for which goods of this kind are usually used,

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

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

2.1.5 the goods comply with the legal requirements.

2.2 Presumption that the goods are defective. If the defect becomes apparent within 12 months of receipt of the goods, the goods shall be deemed to have been defective upon receipt, unless we prove otherwise.

 

3 SITUATIONS IN WHICH YOUR CLAIM WILL NOT BE ACCEPTED

3.1What defects are we not liable for? We are not liable to you for defects in these cases:

3.1.1 a defect which the goods had at the time of acceptance and for such defect a discount on the purchase price was agreed,

3.1.2 the defect has been caused by wear and tear caused by normal use or by the nature of the goods,

3.1.3the defect is caused by you and has been caused by improper storage, improper maintenance, your intervention or mechanical damage, all in conditions that do not correspond to the temperature, dustiness, humidity, other environmental influences and is directly specified by us or the manufacturer (usually on the package leaflet / label of the goods) or as a result of legal regulations,

3.1.4 a defect in goods that have been modified by the customer and if the defect has arisen as a result of this modification,

3.1.5 the use of the goods in unsuitable conditions which do not correspond to the temperature, dustiness, humidity, chemical and mechanical influences of the environment, which is directly specified by the seller or the manufacturer or which is required by law,

3.1.6 the defect was caused by an external event beyond our control (e.g. a natural event).

 

4 WHEN CAN DIGITAL CONTENT BE DEFECTIVE?

4.1Delivery of Digital Content. We will respond to the Customer that in order to properly provide the Digital Content, we will send a message to the Customer's email address with a link to download the Digital Content or to start an online webinar and/or make the link to download the Digital Content available in the Customer's user account.

4.2Delivery time (including seminars). We will respond to the customer that they will be allowed to launch other digital content in their user account and/or that we will send a link to the customer's email address to launch the online webinar at the agreed time. In the same way, we are responsible for informing the customer of the location of the seminar at least 7 days prior to the seminar via e-mail.

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

 

5 DELIVERY OF THE WEBINAR AND OTHER DIGITAL CONTENT, THE VENUE OF THE SEMINAR

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

5.2Broken/non-existing link. Upon receipt of confirmation of payment for the ordered digital content, the customer is obliged to check whether the digital content (usually a recording of a webinar) is available in the user account. If you will not be able to access the digital content in your user account after receiving confirmation, please contact us at info@bewit.love.

5.3 Seminar Venue. If you do not receive information about the venue of the seminar by the agreed date, please contact us at info@bewit.love.

 

6 IF THE GOODS HAVE BEEN DAMAGED DURING TRANSPORT

6.1Inspection of packaging prior to receipt of goods from the carrier. Upon receipt of the parcel from the delivery agent, check the integrity of the packaging. By accepting the shipment, you confirm that you have received the shipment without obvious defects. If the packaging is damaged, tell the carrier directly and write a damage report. The parcel will be retained by the bearer. This is the easiest way to handle a damaged shipment claim, the shipment will be returned to us by the carrier and a new shipment will be sent to you.

6.2 You will not discover that the goods have been damaged until you have unpacked the package. How to proceed? If you discover that the contents of a shipment are damaged after you have received and unpacked it, please notify us immediately upon receipt, no later than five (5) days after receipt of the shipment, preferably via the Retino service available here: https://bewit.love/reklamace/. The Retino service will facilitate your communication with us and speed up the processing of your request. In this case, please select the button "Returns". Please include your order number, the email from which you ordered the goods and select the damaged goods from the list of ordered goods to include in the claim.

6.3When can we no longer make a transport claim? Please note that if you report a claim on or after the sixth (6th) day after receipt of the shipment, such claim will most likely not be accepted by the carrier. We may incur damages as a result of your late claim for a damaged shipment (the damaged shipment will not be reimbursed by the carrier for your late claim), we are entitled to recover such damages from you. Keep the parcel and make its photo documentation (to clearly see the damaged goods, packaging, filling).

6.4What will be the procedure when you tell us everything? After completing the claim form, you will receive a confirmation by e-mail, after which you will usually be contacted by telephone by our customer service staff to discuss the next steps. You can contact us at any time by phone at +420 552 305 105 or by e-mail at reklamace@bewit.love to verify that your claim is already being processed.

 

7 IF YOU HAVE RECEIVED INCORRECTLY SENT GOODS

7.1How to proceed and what do we need to know from you? If you have received incorrectly sent goods, incorrect quantities or different colours, or completely different goods that you did not order, etc., please contact us preferably via Retino, which is available here: https://bewit.love/reklamace/. The Retino service will facilitate your communication with us and speed up the processing of your request. In this case, please select the button "Returns". Write us the order number, the e-mail from which you ordered the goods and select the damaged goods from the list of ordered goods to include in the claim and select one of the offered reasons for returning the goods and/or describe the error in your own words. We try to prevent such mistakes by carefully checking the goods we send out, but even we are not completely infallible. We apologise in advance for any discrepancies in your order and we will do our best to make the claim process as convenient and quick as possible for you.

7.2 What will happen next? After completing and submitting the appropriate return form, you will receive a confirmation to your email. We will check everything as soon as possible and contact you to agree on the next steps. You can contact us at any time by phone at +420 552 305 105 or by e-mail at reklamace@bewit.love to verify that your claim is already being processed.

 

8 DISCOVERY OF DEFECTS IN THE GOODS WITHIN 14 DAYS OF RECEIPT

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

8.2A complaint is not the same as a right of withdrawal. Within 14 days of receipt of the goods, we guarantee you the right to withdraw from the purchase contract or exchange the goods for another. However, the goods must be returned undamaged or in sealed or hygienic packaging. Otherwise, you are liable for the diminished value of the goods and/or risk not having the right of withdrawal. If you have already unpacked the goods and found a defect during one of the first uses, we recommend that you return the goods as the most appropriate course of action. 

8.3What will happen next? After completing the claim form, you will receive a confirmation by e-mail, after which you will usually be contacted by telephone by our customer service staff to discuss the next steps. You can contact us at any time by phone at +420 552 305 105, or by e-mail at reklamace@bewit.love, to verify that the complaint is already being processed.

 

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

9.1When to claim for defective goods. You are obliged to complain to us without undue delay after the defect has appeared. Otherwise, the court would not grant you the right of defective performance.

9.2 You are entitled to complain about any defect in the consumer goods within 24 months of receipt of the goods. This shall not apply to goods where the packaging, label, instructions accompanying the goods or advertising, in accordance with other legislation, indicates the period for which the goods may be used. The provisions of the quality guarantee (contractual guarantee) apply here.

9.3What happens after 24 months? After the expiry of this period (24 months), defects in the goods cannot be complained about. If possible for the goods in question, this period is extended by the time you were unable to use the goods because they were in the process of a legitimate complaint. Although we always try to resolve complaints to your satisfaction, some products must be handled according to the instructions on the packaging/label/package information - otherwise they will be damaged. Even if the 24-month period has not yet expired in these cases, we cannot accept your claim (point 2.1.3 or point 2.1.5 of this Complaints Procedure).

9.4Contractual warranty. If the goods have been guaranteed under a voluntary contractual warranty for more than 24 months from the date of receipt of the goods, you will be able to complain about defects in the goods for that period. The period is extended by the time you were unable to use the goods because they were in the process of a legitimate claim.

9.5What should I do to complain about a defect in the goods? In order to point out defects in the goods, you can use the Retino service, which is available here: https://bewit.love/reklamace/. The Retino service will facilitate your communication with us and speed up the processing of your request. In this case, please select the button "Returns". In particular, please indicate in the form:

9.5.1 the 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 include in the claim;

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

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

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

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

9.6We will acknowledge receipt of the claim. After the defect has been pointed out, you will receive a confirmation of receipt from us by e-mail. The moment of making a claim is considered to be the moment when we receive the details of the claim from you.

9.7Where can I make a complaint? You can also complain in person at the place of dispatch of the e-shopBEWIT Natural Medicine, s.r.o., located at Michalská 2030, Ostrava - Slezská Ostrava 710 00 during working hours 7:00 - 15:30 on weekdays. On the spot, a complaint report will be drawn up and signed between the customer and our employee on our form. In it, the customer shall state the facts according to point 10.4 of this article of the Complaints Procedure, including a description of their identification and contact details (telephone, e-mail).

9.8Delivery of the claimed goods back to the Seller. Filling out the claim form is not the end of the claim process. It is your responsibility to deliver the defective and claimed goods back to us at BEWIT Natural Medicine, s.r.o., located at Michalská 2030, Ostrava - Slezská Ostrava 710 00 and/or to store the defective goods according to our instructions and to document the defect (e.g. taking and sending to our claims department a photo/video of the defective goods) so that the claimed defect can be examined. The goods must be returned complete, undamaged (except for the claimed defect), ideally in their original undamaged packaging so that we can comply with the principles of good hygiene. The customer is obliged to provide a copy of the delivery note or invoice with the goods. You can use our free service for delivery of the claimed goods as part of the claims process via the Retino app.

9.9The cost of transport other than as specified in clause 10.8 of this Complaints Procedure (exercising the right to claim defects in the goods at any branch of Zásilkovna s.r.o.) shall be borne by the customer.  Please note that goods sent by cash on delivery will not be collected by us and will be returned to you at your expense.

9.10Confirmation. Upon receipt of the claimed goods, a confirmation of receipt of the claim and its contents will be sent to the e-mail address you specify.

 

 

10 DIGITAL CONTENT DEFECT DETECTION

10.1When to make a claim. You are obliged to complain about the defect of the webinar and/or the digital content immediately after the defect has been discovered, otherwise you will not be granted the right of defective performance by the court.

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

10.2.1 order number;

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

10.2.5 your address.

10.3Acknowledgement of receipt of the claim. Once you have complained about a defect, e.g. by completing and submitting the product complaint form or by other means, you will receive a confirmation of receipt from us by e-mail. The moment when the defect is identified is the moment when we receive the details of the claim from you.

 

11 HOW QUICKLY YOUR CLAIM WILL BE RESOLVED

11.1 When will the complaint process be concluded? The Civil Code gives us a maximum period of thirty (30) days from the date of the defect to conclude the complaint process. Within this period at the latest, the complaint process is closed from our side.

11.2Defect assessment. As a rule, however, within three (3) working days after delivery of the necessary documentation (photographs and other necessary data for the assessment of the defect of the goods) or delivery of the claimed goods back to us, an immediate assessment of the defect is carried out and the result of the assessment of the validity of the claim is communicated to the customer. This time limit does not include the time required for a professional assessment of the defect (e.g. it may be necessary for us to request the assistance of our supplier or the manufacturer).

11.3If the goods are defective. In the event that the goods complained of are found to be defective, the complaint process shall be concluded within thirty (30) days of the defect. In justified cases, the authorised employee may agree a longer period with the customer. We are obliged to request additional documents from you as soon as possible.

11.4Unless the goods are found to be defective. If the goods are not found to be defective, you will be informed in order to achieve individual action.

 

12 HOW TO HANDLE A COMPLAINT

12.1What will affect my options. You will have the right to ask for the defect to be rectified. Depending on your choice, you can select:

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 repairing the item will cause us considerable difficulty or is not a reasonable requirement in view of the value of the item and the significance of the defect, we will tell you. We will do the same if we judge your request for delivery of a new item to be unreasonable given the defect in the goods or the value of the goods.

12.2If there is a material breach of the Purchase Agreement. If the defect constitutes a material breach of the purchase contract, you will have the right to withdraw from the purchase contract or claim a reasonable discount on the purchase price of the goods.

12.3 When can I 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 in a situation where the defect in the goods is not significant. What will be the situations when you can withdraw from the purchase contract and ask for a refund of the purchase price:

12.3.1 we refuse to remedy a defect in the goods or we have not remedied the defect within a reasonable time;

12.3.2 it is apparent from our statement or other circumstances that the defect will not be rectified within a reasonable time or without significant inconvenience to the purchaser;

12.3.3 the defect appears repeatedly; or

12.3.4 is a material breach of the Purchase Agreement.

12.4 When will it be possible to claim a reasonable discount on the purchase price of the goods? In some situations, you may also be able to claim a reasonable discount on the purchase price. This will not be possible in a situation where the defect in the goods is not significant. What will be the situations where you can claim a reasonable discount on the purchase price?

12.4.1 we refuse to remedy a defect in the goods or we have not remedied the defect within a reasonable time;

12.4.2 it is apparent from our statement or other circumstances that the defect will not be rectified within a reasonable time or without significant inconvenience to the purchaser;

12.4.3 the defect appears repeatedly; or

12.4.4 is a material breach of the Purchase Agreement.

12.5 You will tell us how to deal with the complaint. If not, we'll ask you. You are obliged to tell us which right of defective performance you have opted for, either at the time of notification of the defect or without undue delay after notification of the defect. You cannot change the choice you have made without our consent; this does not apply if you request the repair of a defect that proves to be irreparable.

12.6 Return of original goods. In the event of a claim being settled by delivery of new goods, you are obliged to return the goods originally delivered to us (unless we agree otherwise).

 

13 TERMINATION OF THE CLAIM

13.1 Complaint Handling. After the claim has been settled, you will be notified of the termination of the claim by telephone, SMS or e-mail and you will be asked to take delivery of the claimed goods without undue delay, no later than thirty (30) days from the date on which you were informed of its settlement. Upon receipt of the claimed goods, we will issue you with a written confirmation of the date and method of handling the claim, including confirmation of the remedy and the duration of the claim, or the reasons for rejecting the claim.

13.2 If you have sent the goods to us for complaint. If the claimed goods have been sent to us for complaint by the carrier, they will be automatically sent to the customer's address together with confirmation of the date and method of complaint settlement, including confirmation of the remedy and the duration of the claim, or the reasons for rejection of the claim.

13.3 If we refund the purchase price. In the event that the complaint is accepted as justified and the customer rightfully requests a refund of the purchase price as a way of settling the complaint, we will send you the purchase price paid in cash back to the bank account you specify in the complaint form without undue delay.

13.4 Acceptance of the claimed goods. You are obliged to take delivery of the claimed goods no later than thirty (30) days from the date on which you were notified of the claim. After the expiry of this period, we are entitled to charge a storage fee within the meaning of Section 2120 (1) in conjunction with Section 2159 (2) of the Civil Code. A daily storage fee of CZK 20 is charged.

13.5 Sale of unclaimed goods. If you do not collect the goods from a settled claim within three (3) months of being informed of the settlement, we reserve the right to sell the goods and use the proceeds to pay the storage charges.

13.6Obligation upon receipt of the claimed goods. You are also obliged to check the completeness of the goods claimed upon receipt, in particular that the consignment of goods contains everything it is supposed to contain. Later objections will no longer be taken into account.

 

14 FINAL SECTION

14.1 Legal rights. The customer's statutory rights are not affected by this Complaint Procedure.

14.2 Validity. This Complaints Procedure (for consumers only) is valid from 29.05.2023 and cancels the validity of previous Complaints Procedures.