Seller:
Name: beauty.ukraine s.r.o.
Company ID: 14410583
VAT ID: CZ 14410583
Address: Vlkova 532/8, Žižkov Praha 3, 13000
registered in the Commercial Register maintained in Prague, Section C, File 365250
Contact details:
Business premises address: Thamova 221/9
Phone: 776627318
E-mail: mikeladzebeauty@gmail.com
Website: mikeladzenailstore.com
as the seller of goods on the e-shop (hereinafter referred to as the “Seller”)
This Complaint Policy regulates the manner of exercising rights arising from defective performance by the Buyer against the Seller, which arise based on the purchase contract (hereinafter referred to as the “Contract”) concluded between the Seller and the Buyer as a result of an order of Goods placed through the Seller’s e-shop (hereinafter referred to as the “Website”).
Introductory Provisions
1.1. The Complaint Policy forms an integral part of the Seller’s General Terms and Conditions (hereinafter the “Terms and Conditions”). Before ordering Goods, the Buyer is obliged to familiarize himself with the Seller’s Terms and Conditions, including this Complaint Policy. By ticking consent before submitting the Order, the Buyer confirms agreement with the valid Terms and Conditions and the Complaint Policy.
1.2. Terms used in this Complaint Policy with an initial capital letter carry the meaning defined in this document. If certain terms are not defined herein, they have the same meaning as in the Terms and Conditions or the Contract.
1.3. The rights and obligations contained in this Complaint Policy are governed by generally binding legal regulations, particularly Sections § 2099 to § 2117 and § 2161 to § 2174b of Act No. 89/2012 Coll., the Civil Code, as amended, and Act No. 634/1992 Coll., on Consumer Protection, as amended.
Quality Guarantee
2.1. The Seller is responsible to the Buyer for the quality of the Goods, i.e., that the Goods have no defects until the moment of the passing of the risk of damage — that is, at the moment of the Buyer’s receipt of the Goods or the moment at which the Goods could have been received.
2.2. The Seller is responsible to the Buyer in particular for ensuring that the Goods correspond to:
- the description,
- type,
- quantity,
- quality,
- functionality,
- compatibility,
- interoperability,
- and other properties agreed between the Contracting Parties,
- are suitable for the purpose for which the Buyer intended them, and of which the Seller was informed,
- are delivered to the Buyer with any accessories, including instructions for use, assembly, or installation.
2.3. Furthermore, the Seller is responsible to the Buyer for ensuring that the Goods:
- are suitable for the purpose for which Goods of this type are normally used,
- correspond in quantity, quality, and other features — including durability, functionality, compatibility, interoperability, and safety — to the usual characteristics of Goods of this type that the Buyer may reasonably expect, also considering public statements made by the Seller, particularly through advertising or labeling,
- are delivered with accessories, including packaging, assembly or installation instructions, and other instructions for use, which the Buyer may reasonably expect,
- correspond in quality or workmanship to a sample or model that was provided to the Buyer before concluding the Contract.
2.4. The statements referred to in section 2.3 shall not be considered if the Seller informed the Buyer that certain properties of the Goods differ, and the Buyer agreed to this before concluding the Contract.
2.5. The Seller provides proof of purchase of the Goods — an invoice — which also serves as a warranty certificate. It contains all details required by law, particularly the name of the Goods, the Price, the quantity of Goods, the serial number of the Goods, and the warranty period.
2.6. The Seller shall also provide the Buyer, upon request, with a warranty card. The Seller shall state in the warranty card the content of the guarantee provided, including its scope, conditions, the method of exercising rights arising from it, and the warranty period. Providing a warranty does not affect the Buyer’s statutory rights related to the purchase of the Goods.
Rights from Defective Performance
3.1. The Buyer is entitled to exercise rights from defective performance (hereinafter the “Complaint”) if the Goods are defective, meaning they do not meet one of the conditions listed in the preceding section of this document.
3.2. The Buyer may do so via e-mail sent to mikeladzebeauty@gmail.com
, by written letter to the address Thamova 221/9, or in person at the Seller’s business premises at Thamova 221/9.
3.3. When exercising a Complaint, the Buyer is obliged to choose the method by which the Complaint shall be resolved. The choice made is binding and cannot be changed without the Seller’s consent. The Seller will subsequently handle the Complaint in accordance with the Buyer’s chosen method.
3.4. If the Goods have a defect, the Buyer has the right to:
- removal of the defect by delivery of new Goods without defects or delivery of the missing part of the Goods,
- removal of the defect by repairing the Goods,
- a reasonable discount on the purchase price of the Goods,
- withdrawal from the Contract.
3.5. Changing the method of resolving the Complaint is possible if the Buyer requested repair of the Goods but the defect proves impossible to remove.
3.6. The Seller is entitled to refuse removal of the defect by repair if the defect proves irreparable or if the removal would be disproportionately costly, especially considering the significance of the defect and the value the Goods would have without the defect.
3.7. The Buyer has the right to withdraw from the Contract or to receive a reasonable discount on the purchase price if:
- the Seller refuses to remove the defect by repair,
- the same defect reappears repeatedly,
- the defect represents a fundamental breach of the Contract,
- the Seller does not remove the defect by repair within a reasonable period.
3.8. The Buyer is not entitled to withdraw from the Contract if the defect of the Goods is insignificant.
3.9. The Buyer is not entitled to exercise a Complaint if he caused the defect by his own fault or if he was aware of the defect upon receipt of the Goods.
3.10. A Complaint cannot be exercised regarding Goods sold at a lower price due to a defect for which the lower price was agreed.
3.11. Wear and tear of the Goods caused by normal use, or wear corresponding to the level of previous use of second-hand Goods, is not considered a defect.
3.12. The right to exercise a Complaint expires if the defect was caused by improper installation or assembly of the Goods, or by improper handling of the Goods.
Exercising a Complaint
4.1. If the Complaint is made by a Consumer, he is entitled to do so within 24 months from the date of receipt of the Goods.
4.2. If the Complaint is made by an Entrepreneur, he is obliged to notify and report the defect without undue delay after he discovered or could have discovered it, but no later than three days after receipt of the Goods. In the case of a hidden defect, the Entrepreneur must report it without undue delay after discovery, but no later than two years from the date of receipt of the Goods.
4.3. A template for exercising a Complaint titled “Complaint Form for Goods Purchase Agreement” is available on the Seller’s website: https://mikeladzenailstore.com/formular-reklamace/
4.4. When exercising a Complaint, the Seller will issue the Buyer a written confirmation containing in particular:
- the date of the Complaint,
- the content of the Complaint — specification of the Goods, including description of its condition and the defect,
- the method of resolving the Complaint requested by the Buyer,
- the Buyer’s contact details for providing information regarding the Complaint resolution.
4.5. The period for removing the defect by repairing the Goods is 30 days from the date the Complaint is made, unless otherwise agreed by the Contracting Parties. The deadline is suspended if the Seller has not received all necessary documents for resolving the Complaint until the Buyer provides them.
4.6. The Buyer will be informed of the Complaint resolution by the Seller via the e-mail address or telephone number stated in the written confirmation of the Complaint, or otherwise based on mutual agreement. The Seller will subsequently issue the Buyer written confirmation of the date and method of resolving the Complaint. If the Complaint is resolved by repairing the Goods, the Seller will invite the Buyer to collect the Goods.
Final Provisions
5.1. By creating and submitting an Order for the purchase of Goods, the Customer confirms that he has familiarized himself with this Complaint Policy and expresses full agreement with it via the web form.
5.2. The Seller is entitled to amend the Complaint Policy. The new Complaint Policy will be published on the Seller’s Website.
This Complaint Policy enters into force on 13.11.2025