Returns, Withdrawal & Faulty Goods Claims

1. Seller and contact details

These Returns and Faulty Goods Rules apply to consumers who order goods from PraveBio.cz for delivery within the European Union or another country of the European Economic Area (EEA).

Seller

Returns and claims address

2. Returning unwanted goods within 14 days

If you are a consumer and concluded the purchase contract online, you may withdraw from it without giving a reason within 14 days from the day on which you, or a person designated by you other than the carrier, received the goods.

If one order contains several goods delivered separately, the period starts when the last item is received.

How to withdraw

Cost of returning the goods

You bear the direct cost of returning unwanted goods, as stated before the purchase was completed. This does not apply to reasonable and necessary costs incurred in connection with a justified faulty goods claim.

Refunds

We will refund the payments received from you without undue delay and no later than 14 days after you notify us of the withdrawal. We may withhold the refund until we receive the goods or you provide evidence that they have been sent back, whichever occurs first.

If you withdraw from the entire contract, we will also reimburse the original delivery costs up to the amount charged for the least expensive standard delivery method offered for the order. We will use the same payment method that you used for the original transaction unless we expressly agree otherwise, provided that this does not result in additional costs to you. Store credit or a voucher will be issued only with your express agreement.

Condition of returned goods

You may inspect and handle the goods only to the extent necessary to establish their nature, characteristics and functioning. If you handle them beyond that extent and their value is reduced as a result, we may make an appropriate deduction from the refund.

Pack the goods securely to prevent damage during return transport. If a product is sealed for health-protection or hygiene reasons, do not break the seal if you intend to exercise the right of withdrawal.

3. When unwanted goods cannot be returned

The right of withdrawal does not apply in the cases laid down by law. The following exceptions are particularly relevant to products sold by PraveBio.cz:

• goods liable to deteriorate or expire rapidly,
• sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery,
• goods made to the consumer’s specifications or clearly personalised,
• other statutory exceptions where they apply to the particular order.

These exceptions apply only to the return of non-faulty goods without giving a reason. They do not remove the right to make a claim for goods that are actually faulty or non-conforming.

4. Faulty, damaged or incorrect goods

We are responsible for ensuring that, when delivered, the goods conform to the contract, match the order, are supplied in the agreed quantity and description, and meet the applicable requirements for quality, functionality and safety.

Consumers may raise a claim concerning a lack of conformity that existed when the goods were delivered and becomes apparent within two years of delivery, or within any longer mandatory period that applies. This statutory period does not extend a product’s use-by date, best-before date, expected lifespan or period for use after opening. For food, food supplements, cosmetics and similar goods, each claim is assessed according to the specific issue, the nature and expected life of the product, the stated date or period of use, and compliance with the instructions for use and storage. Statutory rights do not cover damage caused by the consumer, normal wear and tear, or changes consistent with the nature and expected life of the product.

How to make a faulty goods claim

The quickest option is to email info@pravebio.cz. You may also send the claim by post to the returns and claims address above.

To help us process the claim promptly, please provide:

• your name and contact details,
• the order number or another detail that allows us to identify the purchase,
• the product name, a description of the issue and when it appeared,
• the batch or lot number, if it is shown on the product or packaging and remains legible,
• the remedy you are requesting,
• photographs or a short video where these can show the issue; for food, food supplements and cosmetics, we also recommend photographing the batch or lot marking.

Please provide the order number, invoice, order confirmation or another credible proof of purchase.

Your rights when goods are faulty

You may request that the goods be brought into conformity by repair or replacement, unless the chosen remedy is impossible or would impose disproportionate costs compared with the alternative. For food, food supplements, cosmetics and similar consumer goods, replacement will usually be the practical primary remedy.

You may be entitled to a proportionate price reduction or to terminate the contract, particularly where:

• we refuse to remedy the defect or fail to do so properly and within the required time,
• the defect recurs,
• the defect is sufficiently serious to justify an immediate price reduction or termination, or
• it is clear from the circumstances that the defect will not be remedied within a reasonable time or without significant inconvenience.

You are not entitled to terminate the contract if the lack of conformity is only minor, unless mandatory law applicable to you provides otherwise.

Procedure and time limit

When you make a claim, we will provide written confirmation stating the date on which it was made, its content, the remedy requested and your contact details.

We will resolve the claim, including the applicable remedy, without undue delay and no later than 30 days after the claim is lodged, unless we expressly agree a longer period with you.

After the claim has been resolved, we will provide confirmation of the date and method of resolution, including confirmation of any repair and its duration where relevant, or a written explanation if the claim is rejected.

Costs of a justified claim

If the claim is justified, you are entitled to reimbursement of reasonable and necessary costs incurred in exercising your statutory rights. Please agree the method of returning the goods with us in advance so that unnecessary or disproportionate costs can be avoided.

5. Delivery, damaged parcels and sensitive goods

We recommend checking the condition of the parcel when it is delivered. If the packaging is visibly damaged, you may refuse the parcel or ask the carrier to record the damage.

Please report visible transport damage, substituted goods, missing items or an incorrect quantity as soon as possible. Keep the shipping packaging and, where possible, take photographs of the parcel, shipping label and contents. These materials help us assess the claim and pursue the matter with the carrier.

Temperature-sensitive and fragile goods

Some products are sensitive to high or low temperatures, direct sunlight, significant temperature fluctuations, impact or prolonged storage in an outdoor parcel locker. Parcel lockers may not have a controlled temperature. Recommended storage conditions are stated on the product packaging or in the product description.

For temperature-sensitive or fragile goods, delivery to an outdoor parcel locker may be restricted or excluded entirely depending on the nature of the product and current weather conditions. If the selected delivery method is not suitable for safe delivery, we may contact the customer and propose a different delivery method.

6. Shelf life, opening and storage

When assessing a claim, it is important to distinguish between a use-by date, a best-before date and the period after opening.

Each claim is assessed individually on the basis of the particular product, the reported issue and the available evidence.

7. Alternative dispute resolution

The competent alternative dispute resolution entity is the Czech Trade Inspection Authority (Česká obchodní inspekce). Information is available at coi.gov.cz/en/information-about-adr/.