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COMPLAINTS POLICY FOR BUSINESS PARTNERS
Procedure for receipt of damaged shipment
Upon receipt of each shipment from the carrier, the customer is required to inspect the packaging of all parts of the shipment for integrity.
If there is visible damage to the shipment, the customer may refuse such damage, but if the customer accepts the shipment, the customer is obliged to:
state on the carrier's handover report: 'Damaged consignment'.
unpack the parcel and check for damage and completeness
document the damage and take photographs
inform the Supplier of the damage and any differences as soon as possible (within 24 hours of the discovery of the defect at the latest) via his sales representative or by e-mail to firstname.lastname@example.org , including sending any documentation taken.
In the event that the customer accepts the damaged shipment and fulfils his obligation as stated above, the supplier undertakes to send the missing or damaged goods to the customer at his own expense and as soon as possible. If the missing or damaged goods can no longer be provided, the customer has the right to withdraw from the purchase contract without penalty and to claim a refund of the purchase price paid, including compensation for transport costs.
Resolving delivery errors
A delivery defect shall be understood as any discrepancy between the goods ordered and the goods delivered, except where the customer is informed in advance of the discrepancy and the customer has approved the discrepancy. Typically, this is an error in number, a product substitution or an error in variant.
The discrepancy must be reported within two working days of receipt of the shipment and will be followed by a statement from the supplier.
Exchange of goods
If the customer requires an exchange of goods, the supplier must first be informed by email to email@example.com and the exact procedure agreed, which may vary according to the nature of the goods being exchanged.
The Supplier shall endeavour to make the situation easier for the Customer by facilitating the exchange of goods and shall do so to the best of its ability and free of charge. However, the exchange of goods is not and cannot be a matter of entitlement, it is a voluntary service of the supplier and the supplier has the right to refuse the exchange. This is particularly the case if the goods are not normal goods that are in stock at the supplier or if they have been procured directly at the customer's request.
Unless otherwise agreed, the customer, after the supplier has agreed on the exchange, shall deliver the goods at his own expense to the supplier at the address of KROKIDO GROUP, s.r.o., B.Egermanna 322, Nový Bor, 47301, Czech Republic. The goods and their original packaging must not be damaged, must not show any signs of wear and tear and must be fully interchangeable with the new original packaged goods. The goods sent in this way shall be accompanied by the information that they are replacement goods and shall be accompanied by the delivery identifier = order number and delivery note number, as well as the quantity, name and number of the goods requested.
After inspection and receipt of the returned goods, the customer is sent new goods. If the goods are sent separately, the customer pays the shipping costs in this case.
The returned goods are credited at the price at which the customer originally purchased the goods from the supplier and the newly delivered goods are invoiced at the current price as if the customer had just ordered the goods.
Unjustified return of goods
An unjustified return of goods in this case means a return for which there is no lawful reason and is not caused by an error by the supplier in processing the order, such as the substitution of the ordered item for another.
If the customer requests the return of goods, it is necessary to inform the supplier by e-mail to firstname.lastname@example.org and agree on the exact procedure, which may vary according to the nature of the returned goods.
The Supplier tries to make things easier for the Customer by allowing the exchange, but this is a paid service and the Supplier has the right to refuse the exchange.
As a rule, the Supplier will only accept recently sold goods (usually 30 days ago) which are in their original packaging, must not be damaged, must not show any signs of wear and tear and must therefore be fully interchangeable with new goods in their original packaging. They must also be normal goods and must not have been procured directly at the request of the customer.
Unless otherwise agreed, the customer shall, after the return has been agreed by the supplier, transport the goods to the supplier at his own expense. He shall attach to the goods sent in this way information that they are returns and add the delivery identifier = order number and delivery note number.
Upon inspection and receipt of the returned goods, the customer is issued a credit note at the price for which the customer originally purchased the goods from the supplier. The supplier is entitled to deduct a fee of up to 50% of this price. The specific amount of the fee is always determined by agreement and may be different for each returned item.
If the goods cannot be accepted for return due to a defect or if such return has not been agreed in advance or if the customer fails to supply all the required information or if the customer decides to refuse the return, the supplier shall send the goods back to the customer, in which case the customer shall pay the freight charges.