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These Complaints Rules govern the conditions and manner of exercising rights arising from defective performance (hereinafter referred to as "complaints") in connection with purchase agreements concluded between the customer and the company:
Národní export, s.r.o.
Registered office: Vejvodova 445/1, 110 00 Prague 1
Company ID: 24311120, VAT No.: CZ24311120
Registered in the Commercial Register under file no. C 195528/MSPH
Tel.: +420 777 419 496
E-mail for complaints:objednavky@bohemecollection.cz
These Complaints Rules form an integral part of the Terms and Conditions and are binding on all customers of the Seller.
The customer may file a complaint:
a)In person
nd Vlastina 889/23, 161 00 Prague 6
b)Via the online complaint form
https://docs.google.com/forms/d/e/1FAIpQLSe8H7mqDK6YmBQ-UpsEq_Y_WSCvMJ4ueIK4eAxhG2e5MJT4ow/viewform
The customer is obliged to present the goods subject to complaint and proof of purchase.
Complaints must be made without undue delay after the defect is discovered. Continued use of defective goods may result in the complaint being rejected.
Complaints can only be accepted for clean, uncontaminated, and hygienically safe goods.
The seller is entitled to refuse to accept goods that do not meet these principles.
For cosmetics, food supplements, and consumables, only goods can be returned:
– unopened,
– unused,
if the defect does not appear until after opening in a manner not caused by the customer.
Upon receipt of the shipment, the customer is obliged to check that the packaging is intact.
In the event of obvious damage, we recommend that you do not accept the shipment or fill out a damage report with the carrier.
Seller:
– will decide on the complaint immediately, within 3 working days at the latest,
– will handle the complaint within 30 days of its submission, unless otherwise agreed with the customer.
Failure to meet the deadline is considered a material breach of contract and the customer has the right to withdraw from the contract.
The customer will receive:
– confirmation of receipt of the complaint,
– confirmation of how the complaint will be handled.
Refunds will be made in the same form as the payment was made, unless the parties agree otherwise.
The consumer has the right to claim a defect that becomes apparent within two years of receiving the goods.
If the defect becomes apparent within six months, it is assumed that it already existed at the time of receipt.
The seller is liable to the consumer that the goods upon receipt:
– are in accordance with the purchase contract,
– correspond to the description, quality, and design,
– are suitable for their usual purpose,
– are in the appropriate quantity, measure, and weight.
A warranty period of 6 months has been agreed for entrepreneurs.
Liability is governed by Sections 2099–2112 of the Civil Code.
The seller is not liable for defects caused by:
– improper use,
– normal wear and tear,
– neglected maintenance,
– improper handling.
The consumer may request:
– repair of the goods,
– replacement of the goods or part thereof,
– a reasonable discount on the price,
– withdrawal from the contract (in the event of a substantial defect or failure to remedy the defect).
The entrepreneur may request:
– repair of the goods,
– a reasonable discount on the price.
Withdrawal from the contract is only possible in the event of a material breach of contract.
The following are not considered defects:
– normal wear and tear,
– mechanical damage,
– damage caused by improper use,
– changes in properties due to the nature of the material,
– defects caused by the customer or a third party.
Cosmetics, food supplements, and consumables cannot be returned if they have been opened, used, or have expired.
If the goods have digital functions, the Seller shall provide updates for a period that can reasonably be expected. Failure to provide updates constitutes a defect.
Entity for out-of-court dispute resolution:
Czech Trade Inspection Authority (ČOI)
Štěpánská 15, 120 00 Prague 2
www.coi.cz
These complaint rules are published on the Seller's website and are also available at the Seller's registered office and warehouse.
The Seller reserves the right to amend this document. The version valid on the date of conclusion of the purchase contract shall always apply to the customer.
These Complaints Rules shall take effect onDecember 23, 2025.
Becoming a client of Bohéme Collection is easy, you just need to be in business and have a valid ID number. In addition to an easier ordering process, you can receive discounts of up to 25% depending on the size of your facility.