Complaint Process at Epoxio

Checking the shipment of goods

We recommend that the buyer checks the contents of the delivery when receiving the package from the carrier. If the contents of the delivery are not complete, the goods are damaged or the goods do not correspond to what is stated on the attached invoice, the buyer claims the shipment directly with the carrier. If it is not possible for objective reasons to inspect the delivery immediately upon taking over the shipment from the carrier, the buyer is obliged to do so without undue delay within 24 hours and to inform the seller immediately of any detected defects.

If the buyer is a consumer, the above-mentioned method is recommended, but this does not affect the right of the consumer to complain about the goods directly to the seller within the legal time limits.

Deadline for making a claim

The right of complaint must be exercised within twenty-four months of receipt of the goods. It is absolutely necessary to apply the complaint without unnecessary delay, as soon as the defect appears. Any delay in the continued use of the goods may cause the defect to worsen and the goods to deteriorate, or make it impossible to objectively assess the real causes of the current state of the goods and may be a reason for the rejection of the claim.

Solution of complaint

In the event of a product complaint, please fill out the complaint form. If the product defect requires it, take photos of the claimed product and its defects, and send the photos together with the complaint form to the e-mail address info@epoxio.cz. Your request will be processed immediately and you will be informed in writing about the method of resolving the complaint and the expected duration by the next working day at the latest. You will be informed again in writing about the handling of the complaint.

Transport of claimed goods

The customer must deliver the claimed goods personally or send them to the place where the claim is made (supplier). If the complaint is recognized as justified, after its settlement, the customer will be invited to collect the goods or the claimed goods will be sent to the customer at the supplier's expense. If the complaint is found to be unjustified, after it has been processed, the customer will be invited to collect the goods or the claimed goods will be sent to the customer at his expense.

Unjustified complaint

In the event of an unauthorized complaint (if the reported defect is not detected, or if it is a defect not covered by the warranty), the seller can demand from the buyer, who is not a consumer, payment of the incurred costs for testing, repair) according to the current price list of service services.

For any further questions, contact us at +420 737 108 685 or by email at info@epoxio.cz.