Complaints Procedure

Complaints Procedure

For the homba online store

1. General provisions

1.1. This complaints procedure governs the legal relationship between the seller, which is:

Business name: MADlife, s.r.o.

Registered office: Jaurisova 515/4, 140 00 Prague 4, Czech Republic

Registered in the Register of the Municipal Court in Prague, File No. C 276476

Company ID No.: 061 20 407

Bank account: CZ78 2010 0000 0029 0123 2019

The seller is not a VAT payer /Value Added Tax/

(hereinafter also "Seller") and any person who is a buyer of goods or services offered by the Seller in the Seller's online store and who acts as a consumer within the meaning of the further provisions of the General Terms and Conditions and the relevant laws defining a consumer, within the meaning of applicable European legislation

1.2. The Seller's contact details are:

MADlife, s.r.o., Jaurisova 515/4, 140 00 Prague 4, Czech Republic

Email: info@homba.store

Tel. no.: +421 948 368 947

1.3. These Complaints Procedure Rules govern the rights and obligations of the buyer, who is a consumer, when exercising their rights arising from defects in goods or services within the meaning of a distance purchase contract concluded with the seller via the seller's e-shop homba.store.

1.4.The buyer is any person (natural or legal) who has completed and sent an order via the seller's website, received an email notification of order acceptance, and paid the purchase price. The buyer is also any person who has placed an order by telephone or by sending an email.

1.5. A consumer is a Buyer who is a natural person and who, when concluding a purchase contract in accordance with these Complaints Procedure Rules and the General Terms and Conditions published on the Seller's website, is not acting within the scope of their business activities.

1.6. These Complaints Procedure Rules govern the legal relations between buyers who are consumers and the seller.

1.7. Legal relationships arising from the exercise of rights arising from liability for defects between the seller and the buyer who is a legal entity or natural person entrepreneur acting within the scope of their business activities (persons who are not in the position of consumers) are governed by the Commercial Code, as amended.

1.8. Products are goods or services that are intended for sale and are also published in the Seller's online store.

1.9. The term "item" is, in cases where the nature of the item within the meaning of these Complaints Rules allows, identical to the term "goods" or "service."

2. References

2.1. The legal relationship between the Seller and the Buyer (consumer) is governed by the Civil Code in accordance with applicable regulations and regulations relating to distance selling.

2.2. The legal relationship between the Seller and the Buyer who is an entrepreneur is governed by the Commercial Code in accordance with its current wording.

3. Seller's liability for product defects (goods and services)

3.1. The Seller is obliged to deliver the item (goods) or service in accordance with the concluded purchase contract, i.e. in the required quality, quantity, and without defects (factual, legal).

3.2. The seller is liable for defects in the sold item or service upon acceptance by the buyer. Unless the items are used, the seller is liable for defects that occur after acceptance of the item during the warranty period (warranty). We recommend that the buyer report defects in goods or services to the seller without undue delay. In the case of used items, the seller is not liable for defects caused by their use or wear and tear. In the case of items sold at a lower price, the seller is not liable for defects for which a lower price was agreed.

3.3. The buyer is entitled to inspect the item or service being sold before taking delivery.

4. Warranty period

4.1. The warranty period is 24 months. The warranty period for used items is 12 months. The warranty periods begin to run from the moment the item or service is taken over by the buyer.

4.2. Unless the items are perishable or used, the seller is liable for defects that occur after the item is taken over during the warranty period (warranty). The warranty period is 24 months. If the item sold, its packaging, or the instructions attached to it indicate a period of use, the warranty period shall not expire before the expiry of this period.

4.3. In the case of used items, the buyer and seller may agree on a shorter warranty period, but not shorter than 12 months.

4.4. For items that are intended to be used for a longer period of time, special regulations stipulate a warranty period longer than 24 months. A warranty period exceeding 24 months may also apply to only certain parts of the item.

4.5. At the buyer's request, the seller is obliged to provide a warranty in writing (warranty certificate). If the nature of the item allows, it is sufficient to issue a proof of purchase instead of a warranty certificate.

4.6. By a statement in the warranty certificate issued to the buyer or in an advertisement, the seller may provide a warranty exceeding the scope of the warranty provided for in this Act. The seller shall specify the conditions and scope of this warranty in the warranty certificate.

4.7. Warranty periods begin to run from the moment the item is taken over by the buyer. If the purchased item is to be put into operation by an entrepreneur other than the seller, the warranty period shall commence on the date of putting the item into operation, provided that the buyer ordered the putting into operation no later than three weeks after taking delivery of the item and provided the necessary cooperation for the performance of the service in a proper and timely manner.

4.8. If the buyer is not a consumer, the provisions of the Commercial Code shall apply and the warranty period shall be 1 year. The warranty period shall commence in accordance with the provisions of Article 4, point 4.1 of these Complaints Rules.

4.9. If the item is replaced with a new item, the warranty period shall commence again from the date of receipt of the new item.

4.10. If a part of a new item is replaced, where the nature of the item allows it. The warranty period for the said part shall commence again from the date of receipt of the new item.

4.11. Rights arising from liability for defects in goods covered by the warranty period shall expire if they are not exercised during the warranty period.

4.12. The warranty period shall be extended by the period during which the goods were under complaint. Rights arising from liability for defects in goods covered by the warranty period shall expire if they are not exercised during the warranty period.

4.13. If an item is replaced, the warranty period shall commence again from the date of receipt of the new item. The same applies if a part covered by the warranty is replaced.

5. Procedure for exercising rights arising from liability for defects (Complaints)

5.1. The buyer is entitled to exercise their rights arising from liability for defects in goods or services at the following address: MADlife, s.r.o., Complaints Department, Tokajská 11, Košice 040 18, Slovak Republic.

The buyer may always exercise the right to file a complaint in person at any of the company's establishments where it is possible to accept complaints due to the nature of the matter, or at the company's headquarters, or through third parties, e.g., transport companies, shipping companies, etc. We recommend that the buyer use the Complaint Form available on the homba.store website to file a complaint.

When making a complaint, the seller recommends that the buyer attach the warranty card or other proof of payment of the purchase price. When making a complaint about a product or service, the buyer is advised to describe the defect and how it manifests itself.

5.1.1. If the buyer makes a complaint about goods or services other than in person, the seller recommends that the buyer send the goods together with a detailed description of the defect and proof of purchase from our store (e.g., proof of payment, invoice, warranty card), in order to speed up the complaint process.

5.1.2. In the event of a complaint, we recommend sending the goods by registered mail. The seller recommends not sending the goods by cash on delivery, as we will not accept them.

5.1.3. When a complaint is made, the seller is obliged to issue a confirmation to the consumer. If the complaint is made by means of distance communication, the seller is obliged to deliver the confirmation of the complaint to the consumer immediately; if it is not possible to deliver the confirmation immediately, it must be delivered without undue delay, but no later than together with the document confirming the handling of the complaint; Confirmation of the complaint does not have to be delivered if the consumer has the opportunity to prove the complaint in another way.

5.1.4. The seller is obliged to issue a written document on the handling of the complaint no later than 30 days from the date of the complaint.

5.2.The settlement of the complaint does not affect the consumer's right to compensation for damages under a special regulation.

5.3.The seller is obliged to determine the method of settling the complaint immediately, in complex cases within 3 days from the date of filing the complaint. In justified cases, especially if a complex technical evaluation of the goods is required, no later than 30 days from the date of filing the complaint. After determining the method of handling the complaint, the seller shall handle the complaint immediately; in justified cases, the complaint may be handled later. However, the complaint must be handled within 30 days of the date of filing the complaint. After the 30-day period for handling the complaint has expired, the buyer has the right to withdraw from the purchase contract and will be refunded the full amount for the goods or has the right to exchange the goods for new ones.

5.4. If the consumer has filed a complaint about the product within the first 12 months of purchase, the seller may only reject the complaint on the basis of an expert assessment; regardless of the result of the expert assessment, the consumer cannot be required to pay the costs of the expert assessment or other costs related to the expert assessment. The seller is obliged to provide the consumer with a copy of the expert assessment justifying the rejection of the complaint within 14 days of the date of handling the complaint.

5.5. If the consumer has filed a complaint about the product after 12 months from the date of purchase and the seller has rejected it, the person who handled the complaint is obliged to state in the complaint handling document to whom the consumer can send the product for expert assessment. If the product is sent for expert assessment to the designated person, the costs of the expert assessment, as well as all other related reasonable costs, shall be borne by the seller, regardless of the outcome of the expert assessment. If the consumer proves the seller's responsibility for the defect through expert assessment, they may file the complaint again; the warranty period does not expire during the expert assessment. The seller is obliged to reimburse the consumer within 14 days of the date of the renewed complaint for all costs incurred for the expert assessment, as well as all other related reasonable costs. A renewed complaint cannot be rejected.

5.6. The consumer is entitled to reimbursement of necessary costs (in particular postage paid when sending the goods subject to complaint) incurred in connection with the exercise of their legitimate rights arising from liability for defects in goods and services. In the event of withdrawal from the contract due to a defect in the goods or services, the consumer is also entitled to reimbursement of the costs of such withdrawal.

5.7.Requirements for expert assessment within the meaning of point 5.4 of this article:

The expert assessment must include:

a)identification of the person performing the expert assessment,

b)precise identification of the product being assessed,

c)description of the condition of the product,

d)result of the assessment,

e)date of the expert assessment.

5.8. The Seller is obliged to inform the Consumer about the handling of the complaint and the manner of its handling in an appropriate and demonstrable form, no later than 30 days from the date of filing the complaint. The Seller is obliged to issue a written document on the handling of the complaint no later than 30 days from the date of filing the complaint.

5.9. The complaint procedure/complaint is considered to be completed upon its handling. The resolution of a complaint is understood to mean the termination of the complaint procedure by handing over the repaired product to the person who made the complaint, replacing the product, refunding the purchase price of the product, paying an appropriate discount on the price of the product, issuing a written request to accept the performance, or rejecting the complaint in accordance with the conditions established by law.

6. If the nature of the product allows it, the consumer shall hand over the product to the seller (designated person) when making a complaint. If the nature of the product does not allow it to be delivered to the seller (designated person), the consumer may, when making a complaint, request that the defect be removed at the place where the product is located or agree with the seller (designated person) on the method of transporting the product.

7. The period from the exercise of the right of liability for defects until the time when the buyer was obliged to take over the item after the repair was completed is not included in the warranty period. The seller is obliged to issue the buyer with a confirmation of when the right was exercised, as well as of the repair and its duration.

6. Rights of the buyer when exercising rights arising from liability for defects

6.1. If the defect can be removed, the buyer has the right to have it removed free of charge, in a timely manner, and properly. The seller is obliged to remove the defect without undue delay.

6.2. Instead of removing the defect, the buyer may request replacement of the item, or if the defect concerns only a part of the item, replacement of the part, if this does not incur unreasonable costs for the seller in relation to the price of the goods or the seriousness of the defect.

6.3.The seller may always replace the defective item with a non-defective one instead of removing the defect, if this does not cause serious difficulties for the buyer.

6.4. If the defect cannot be removed and prevents the item from being used properly as an item without a defect, the buyer has the right to exchange the item or withdraw from the contract. The buyer has the same rights in the case of removable defects if the buyer cannot use the item properly due to the recurrence of the defect after repair or due to a larger number of defects.

6.5. In the case of other irreparable defects, the buyer has the right to a reasonable discount on the price of the item.

7. Final provisions

7.1. The seller reserves the right to change these Complaints Rules. The obligation to notify changes to the Complaints Rules in writing is fulfilled by posting them in the seller's online store.

7.2. These Complaints Procedure Rules form an integral part of the General Terms and Conditions and the Privacy Policy of this online store. Documents – The General Terms and Conditions and the Privacy Policy of this online store are published on the Seller's online store domain.

7.3. In the event of a change in the Complaints Procedure, the relationship between the Buyer and the Seller shall be governed by the Complaints Procedure valid and effective at the time of conclusion of the Purchase Agreement, until its termination.

7.4. These Complaints Procedure Rules are valid and effective from the moment of their publication in the Seller's online store on September 29, 2025.