Complaints procedure

1. We provide our customers with a standard warranty period of 24 months, which runs from the moment the buyer takes over the goods, with the exception of the cases specified in Article V, paragraph 1 of these complaints procedures.
2. This warranty period may be longer/shorter depending on the expiration date indicated on the product packaging. The warranty period is then limited by the expiration date. The expiration date is most often marked on the packaging as “use by/best before” or “best before date”. The expiration date may not be marked on the packaging if its minimum shelf life exceeds 30 months.
3. In the event of a product complaint, the warranty period is automatically extended by the duration of the complaint.
4. In the event of a complaint being settled by exchanging the goods for a new one, the original warranty period continues.

1. The customer has the right to complain about the goods if they receive them in violation of the purchase contract, or if circumstances arise during the warranty period that prevent their normal use.
2. The customer is obliged to inspect the goods upon receipt to detect any defects or damage. If any are found, they are obliged to report them to the seller immediately.
3. If the buyer receives the shipment from the carrier or at the delivery point of the intermediary (not the seller), the buyer is obliged to check the integrity of the packaging of the shipment and, in the event of any defects, immediately notify the carrier or intermediary, see the terms and conditions of the e-shop.
4. If the shipping packaging is found to be damaged, indicating unauthorized entry or damage to the shipment, the customer does not have to (we recommend!) accept the shipment from the carrier. Such a rejected shipment will be returned to the seller, who will then dispatch replacement products at his own expense as soon as possible.

1. We recommend that customers first contact us by phone or e-mail using our contact details, where we will try to find the most optimal solution to your problem:
   • Company email: megbrand@meg.cz
   • phone: + 420 774 444 104
2. The claimed goods can also be sent directly to the seller, by parcel without cash on delivery, together with a cover letter containing a brief statement of the reasons for the claim, to the seller's warehouse address: Libušina 514/34, Karlovy Vary 360 01;
3. To make a complaint, it is necessary to attach the original or a copy of the cash receipt or complaint protocol or invoice. In extreme cases, only the order number can be used, in which case the seller can search for the document himself.
4. To make a complaint, it is necessary for the customer to leave contact information (name, surname, telephone number, e-mail, ideally also an account number for refunding the purchase price in the event of recognition of the complaint).
5. Send photos of the claimed goods to the company's email: megbrand@meg.cz

1. The seller informs the customer about the method of assessing the complaint within 3 working days of receiving the complaint and confirms receipt of the claimed goods.
2. The seller has 30 days to assess and implement the complaint.
3. The seller informs the customer about the settlement of the complaint by telephone or electronically using the contact details provided immediately after assessing the complaint.
4. The seller may replace or repair the claimed goods. If this is not possible, the goods may be reduced in price proportionate to the damage or the amount for which they were purchased may be refunded by bank transfer or, upon agreement, in cash or by voucher.
5. If the seller fails to assess the complaint within the statutory period of 30 days, the customer has the right to a new product or a refund of the amount for which the goods were purchased.
6. If the complaint is recognized as justified, the customer has the right to reimbursement of reasonably incurred shipping costs associated with filing a complaint at the usual shipping rate for similar shipments.

1. The seller declares that the following goods cannot be claimed:
   • goods with an expired or limited use or expiration date, if this fact was already known to the customer at the time of purchase;
   • Used cosmetics and dietary supplements without obvious defects cannot be returned for hygiene reasons;
   • goods whose defect was caused by normal wear and tear;
   • goods that have a defect caused by the customer's improper use, storage, maintenance or mechanical damage to the goods;
   • goods that have a defect due to an external event beyond the seller's control.

This complaint procedure is valid and effective from 28. 8. 2022