Widerrufsrecht
COMPLAINTS PROCEDURE – Returns and Refunds
Seller:
Tender Care Beauty s.r.o.
Company ID (IČO): 117 17 556
Registered office: náměstí Kinských 601/3, 150 00 Prague 5
1. Introduction
1.1.
This Complaints Procedure regulates the rights and obligations of the contracting parties regarding rights arising from defective performance in accordance with generally binding legal regulations (in particular the provisions of Sections § 1914 to 1925, § 2099 to §2117 and §2161 to §2174b of Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection, as amended).
1.2.
The Seller is responsible to the Buyer that the goods are free from defects upon receipt. Goods shall be considered defective especially if they do not have the usual or presented characteristics, do not serve their intended purpose, do not comply with the requirements of legal regulations, or were not delivered in the agreed quantity.
The Seller points out that increased sensitivity or possible allergic reactions to the received goods cannot in themselves be considered a defect of the goods. Likewise, deficiencies in gifts and other gratuitous performances provided by the Seller beyond the Buyer’s order cannot be considered defects of the goods.
Images of goods in the online store are illustrative and do not constitute a binding representation of the properties of the goods (the packaging of the goods may differ, for example, due to changes made by the manufacturer).
In the case of goods with a marked expiration or usability date, the Seller is also responsible for ensuring that the goods will be suitable for use during that period.
1.3.
The Buyer shall not be entitled to rights arising from defective performance if the Buyer caused the defect themselves. Wear and tear of an item caused by its normal use shall not be considered a defect.
1.4.
The Seller is responsible for defects in the goods if they occur within two years (24 months) from the receipt of the goods, or until the expiration date stated on the packaging of the goods.
1.5.
Costs associated with returning the goods shall be borne by the Seller in the case of a justified complaint.
2. Making a Complaint
Tender Care Beauty s.r.o.
náměstí Kinských 601/3
150 00 Prague 5
The complained goods must be sent to the address:
Tender Care Beauty s.r.o., náměstí Kinských 601/3, 150 00 Prague 5
together with a completed complaint form, which forms an annex to the complaints procedure.
2.2.
If the goods have a defect, the Seller may agree with the Buyer on compensation in the form of a voucher.
Furthermore, the Buyer is entitled to request removal of the defect by replacement delivery or repair. If such removal of the defect would be impossible or disproportionate for the Seller, the Buyer is entitled to request a discount from the purchase price.
In such a case, you keep the goods and we will refund part of the purchase price.
If the defect is also significant, the Buyer may withdraw from the purchase contract. In such a case, you send the goods back to us and we will refund the full purchase price paid.
3. Handling of Complaints
3.1.
The complaint, including the removal of the defect, will be settled without undue delay, no later than 30 days from the date it is submitted, unless the Seller and the Buyer agree on a longer period.
If the period specified in this article expires without result, the Buyer is entitled to withdraw from the purchase contract or request a reasonable discount.
In order to comply with the stated period, it is necessary that the Buyer provides the required cooperation.
3.2.
The Buyer will be informed about the progress of the complaint, in particular about its receipt, settlement or rejection (including the reason for rejection), by e-mail or text message.
4. Final Provisions
4.1.
This Complaints Procedure forms an integral part of the Seller’s Terms and Conditions.
4.2.
This Complaints Procedure is valid and effective from 25 October 2025.
Annex No. 1
SELECT ONE OF THE OPTIONS a–c
A.
Subject: Exercise of the right to have the defect removed by repair
On ………. I ordered goods ……….. on your website / in your online store …………., order number …………, in the amount of …..….. CZK.
I received the ordered goods on ………..
The goods have defects consisting in the following:
...............................................................................
...............................................................................
For the above-mentioned reasons, in accordance with § 2169(1) and § 2172 of Act No. 89/2012 Coll., the Civil Code, I exercise my right to have the above-mentioned defects removed free of charge and I am sending the goods back.
In ………. on ……….
B.
Subject: Exercise of the right to free removal of the defect by replacement with a new item
On ………. I ordered goods ……….. on your website / in your online store …………., order number …………, in the amount of …..….. CZK.
I received the ordered goods on ………..
The goods have defects consisting in the following:
...............................................................................
...............................................................................
This is an irreparable defect.
For the above-mentioned reasons, in accordance with § 2169(1) and § 2172 of Act No. 89/2012 Coll., the Civil Code, I exercise my right to delivery of a new item without defects.
In ………. on ……….
C.
Exercise of the right to a discount from the purchase price
On ………. I ordered goods ……….. on your website / in your online store …………., order number …………, in the amount of …..….. CZK.
I received the ordered goods on ………..
The goods have defects consisting in the following:
...............................................................................
...............................................................................
Since this is an aesthetic defect that does not prevent the use of the item, I hereby exercise my right to a discount from the purchase price.
I consider a reasonable discount from the purchase price to be a discount in the amount of _______ %