return policy
In the event of the buyer discovering a defect in the purchased goods during the warranty period, which was not caused by improper use, but a defect of the goods themselves, or the goods do not perform the function even if the instructions for use are followed, he has the right to claim the goods.
The warranty period begins when the goods are taken over by the buyer (customer). The seller provides a guarantee for the delivered goods provided by the Civil Code, which are 24 months. The warranty period is extended by the time for which the goods were under warranty repair, i.e. the time when the claimed goods were subjected to tests and all analyzes necessary for the acceptance or rejection of the complaint. If the item is replaced, a new warranty of 24 months begins to run when the goods are taken over.
The warranty covers manufacturing defects of the goods or other defects that were not caused by unprofessional or careless handling, use of the product contrary to its purpose or mechanical damage. The warranty does not cover normal wear and tear of the goods (or part thereof caused by use) and goods that have expired.
Lack of conformity with the contract
In case that the goods are not in accordance with the purchase contract upon receipt by the buyer (hereinafter referred to as "conflict with the purchase contract"), the buyer has the right to return the goods to the seller free of charge and without undue delay, in condition corresponding to the purchase contract, according to the buyer's request, either by exchanging the goods or by repairing them; if such a procedure is not possible, the buyer may request to withdraw from the contract. This does not apply in the case that the buyer knew about the conflict with the purchase before taking over the goods or caused the conflict with the purchase contract himself. A discrepancy with the purchase contract, which manifests itself within six months from the date of receipt of the goods, shall be considered a conflict already existing at the time of its receipt, unless it contradicts the nature of the goods or unless proven otherwise.
Goods can be claimed only if:
1) The content of the purchased goods contains min. 85% of the original package volume.
2) The goods are not expirated.
The defect of the goods is not a weight deviation, if it does not exceed more than 10 %.
Compliance with the purchase contract means, in particular, that the sold goods are defective when taken over by the buyer, and that the quality and useful properties required by the contract, described by the seller and the manufacturer or his representative, or expected on the basis of advertising, or quality and utility characteristics which are customary for goods of such a kind as to comply with the requirements of the legislation, in an equivalent quantity, measure or weight and correspond to the purpose stated by the seller for the use of the thing or for which the goods are normally used.
Complaints procedure
If the buyer wants to complain about goods purchased in the CannaCare online store, we recommend that you notify us immediately by e-mail to poradna@cannafamily.cz or via telephone. The buyer should provide the following information to facilitate the identification of the consignment and speed up the execution of the request:
- the whole name of the buyer,
- ID number,
- address,
- phone,
- e-mail,
- order number,
- a detailed description of the defect or deficiency, or a description of how the defect (deficiency) arose or manifested itself,
- the bank account number of the buyer in case of reimbursement of costs associated with the claimed goods.
Accepted goods will be tested only for the specified defect. Shipments for which it is not clear why they were sent to us will be returned to the sender.
The customer sends the claimed goods to the address: Italská 438/36, 130 00 Prague 3-Žižkov. Complained goods sent from the customer to CannaCare, s.r.o. on freight collect will not be accepted and will be returned to the address.
It is advisable to send the goods in a suitable transport package, because the seller does not guarantee for any mechanical damage before the actual delivering of the goods. In the case of a justified complaint, the buyer has the right to reimbursement of the costs of making a complaint in the amount necessary for safe delivery (the buyer must provide proof of this transport). In the case of an unjustified complaint, the buyer is not entitled to reimbursement of its costs associated with the settlement of the complaint and at the same time the seller is not entitled to reimbursement of costs incurred on his part (unless the buyer has claimed that it was an abuse of consumer rights).
The seller will decide about the complaint immediately, in difficult cases within 5 working days from the receiving of the claimed goods. This period does not include the time appropriate to the type of product required for a professional assessment of the defect. Complaints, including defects, will be settled without undue delay, but no later than 30 calendar days from the date of the complaint, unless the seller agrees otherwise with the buyer. The seller will notify the buyer of the result of the complaint by e-mail. After the expiration of this period, the buyer has the same rights as if it were a defect that can not be removed and the seller is obliged to send the buyer new goods or return the money.