Complaints policy
1.1. This Complaints Policy governs the manner and conditions for exercising rights arising from liability for defects in goods purchased through the online store www.kanobeauty.sk.
1.2. The operator of the online store is: Kano Beauty s.r.o. Gorkého 10, 811 01 Bratislava Company ID: 57226717 (hereinafter "the Seller") 1.3. This Complaints Policy forms an integral part of the Terms and Conditions.
2. Liability for defects
2.1. The Seller is responsible for ensuring that the goods are free from defects at the time of handover and meet the agreed specifications.
2.2. The Buyer is entitled to file a complaint if a defect appears in the goods.
2.3. The following shall not be considered defects: — wear and tear caused by normal use, — improper storage (e.g. exposure to high temperatures or sunlight), — incorrect use or application of the product, — use contrary to the manufacturer's instructions, — mechanical damage, — individual skin reactions, unless caused by a product defect.
3. Specifics for cosmetic products
3.1. Given the hygiene-sensitive nature of the goods, the Buyer is required to use the products in accordance with their intended purpose and instructions.
3.2. A complaint will not be accepted in particular where the defect was caused by: — improper storage (e.g. exposure to heat or sunlight), — incorrect use or application, — contamination of the product by the Buyer, — mechanical damage to the packaging or contents.
3.3. The fact that a product has been opened or tried does not in itself exclude the right to file a complaint, provided the defect is attributable to the product itself.
4. Filing a complaint
4.1. The Buyer is required to inspect the goods upon receipt.
4.2. A complaint may be submitted: — by email: info@kanobeauty.sk — by post: Adam Kákoš - Kano Beauty, Brnianska 2530 - FirmBox, 911 05 Trenčín
4.3. The Buyer is required to provide: — order number, — description of the defect, — preferred resolution method.
4.4. Upon receipt of the complaint, the Seller will promptly confirm receipt and issue the Buyer with a complaint acknowledgement.
5. Complaint resolution
5.1. The Buyer is entitled to request: — replacement of the goods, — a reasonable price reduction, — a refund of the purchase price (where the defect cannot be remedied or is a recurring defect).
5.2. The Seller will assess the validity of the complaint and determine the method of resolution in accordance with applicable law.
5.3. In the case of a valid complaint, it will be resolved by one of the following: — replacement with a new item, — refund of the purchase price, — a reasonable price reduction.
6. Complaint resolution timeframe
6.1. The complaint will be resolved no later than 30 days from the date it was filed.
6.2. The Buyer will be notified of the outcome by email or in writing.
7. Costs of the complaint procedure
7.1. The costs of a valid complaint are borne by the Seller.
7.2. In the case of an unjustified complaint, the Seller may request reimbursement of reasonable costs associated with its assessment and shipping.
8. Final provisions
8.1. This Complaints Policy takes effect on the date of its publication on the website www.kanobeauty.sk.
COMPLAINT FORM
Kano Beauty s.r.o. Gorkého 10, 811 01 Bratislava Email: info@kanobeauty.sk
1. Customer details: Full name: Address: Email / Phone:
2. Order details: Order number: Date of purchase:
3. Item being complained about: Product name:
4. Description of the defect: …………………………………………………………………… ……………………………………………………………………
5. Preferred resolution: ☐ Replacement ☐ Price reduction ☐ Refund
Date: Signature: