Complaints policy
1. General Provisions
1.1. This Complaints Procedure governs the manner and conditions for exercising rights arising from liability for defects of goods purchased through the online store www.adoraniche.sk.
1.2. The operator of the online store is:
Kano Beauty s.r.o.
Gorkého 10, 811 01 Bratislava, Slovakia
Company ID (IČO): 57226717
(hereinafter referred to as the "Seller")
1.3. This Complaints Procedure is 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 of defects upon receipt and meet the agreed properties.
2.2. The Buyer has the right to file a complaint if the goods show a defect.
2.3. The following are not considered defects:
- wear 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 an actual product defect.
3. Specifics for Cosmetic Products
3.1. Due to the hygienic nature of the goods, the Buyer is obliged to use the products in accordance with their intended purpose and instructions.
3.2. A complaint will not be accepted, in particular, if the defect arose from:
- 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 tested does not, in itself, exclude the right to file a complaint if an actual product defect is involved.
4. Filing a Complaint
4.1. The Buyer is obliged to inspect the goods upon receipt.
4.2. A complaint can be filed:
- by e-mail: info@adoraniche.sk
- by post: Adora Niche Store, Námestie sv. Anny 7993/1A, 911 01 Trenčín, Slovakia
4.3. The Buyer is required to state:
- the order number,
- a description of the defect,
- the requested method of resolving the complaint.
4.4. The Seller will promptly confirm receipt of the complaint and issue the Buyer with confirmation that the complaint has been filed.
5. Resolution of Complaints
5.1. The Buyer has the right to request:
- replacement of the goods,
- a reasonable discount on the price,
- a refund of the purchase price (if the defect cannot be remedied or in the case of a recurring defect).
5.2. The Seller will assess the validity of the complaint and determine the method of resolution in accordance with applicable legal regulations.
5.3. In the case of a justified complaint, it will be resolved by one of the following means:
- replacement of the goods with a new item,
- refund of the purchase price,
- provision of a reasonable discount.
6. Time Limit for Resolving Complaints
6.1. The complaint will be resolved no later than 30 days from the date it was filed.
6.2. The Buyer will be informed of the outcome of the complaint by e-mail or in writing.
7. Costs of the Complaint
7.1. The costs of a justified 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 assessing it and with transport.
8. Final Provisions
8.1. This Complaints Procedure takes effect on the date of its publication on the website www.adoraniche.sk.
COMPLAINT FORM
Kano Beauty s.r.o.
Adora Niche Store
Námestie sv. Anny 7993/1A, 911 01 Trenčín, Slovakia
E-mail: info@adoraniche.sk
1. Customer details:
Full name:
Address:
E-mail / Phone:
2. Order details:
Order number:
Date of purchase:
3. Returned item:
Product name:
4. Description of the defect:
……………………………………………………………………
……………………………………………………………………
5. Requested method of resolution:
☐ replacement
☐ reasonable discount
☐ refund of the purchase price
Date:
Signature: