How can I claim goods?

Although the percentage of claims for our products is small, if the goods are damaged, you can claim the products and we will try to resolve your claim without unnecessary delays. We deal with complaints on the basis of our terms and conditions.

When can I make a complaint?

Our company is legally liable for defects in the goods that are present on delivery and that become apparent within the next 24 months. However, we shall not be liable for new defects, especially if they have arisen from improper use. For second-hand goods, we are not liable for defects corresponding to the level of use or wear and tear that the second-hand goods had when they were received by you. In the case of goods with an expiry date, we are also liable for the fact that the goods will be fit for use for that period.

Please note that increased sensitivity or allergic reactions to the delivered goods cannot be considered in itself as a defect of the goods. Similarly, defects in gifts and other gratuitous services provided by us over and above your order cannot be considered as a defect in the goods. The pictures of the goods in our online shop are for illustrative purposes only and do not constitute a binding representation of the characteristics of the goods (the packaging of the goods may, for example, differ due to a change in the design of the packaging).

What are the possible solutions to the complaint?

    • In the event of a defect in the goods, we can agree together on compensation in the form of a voucher.
        • You are also entitled to demand the rectification of the defect by means of replacement delivery or repair.
        • If it would be impossible or unreasonable for us to remedy the defect in this way, you are entitled to claim a discount on the purchase price. In this case, you will keep the goods and we will refund part of the purchase price.
        • You can also withdraw from the contract if the defect is significant. In this case, you will send the goods back to us and we will refund the full purchase price paid (including the cost of the cheapest shipping method).

      How should I proceed with a complaint?

      If you decide to make a complaint, please send us this information by e-mail first: reklamace@aussiemaison.com , or use the complaint information form to inform us of the reason for your complaint. We will agree on how to resolve the complaint, it is not necessary to send the defective goods immediately.

      If we agree to return the goods, please send the defective products to BENADA s.r.o., Hraběcí 234, 46008 Liberec, Czech Republic, phone: +420774828490

      In case you are filling in the form without the help of our staff, do not forget to indicate what you see as a defect in the goods or how the defect manifests itself, or a request for a method of handling.

      We will inform you in writing by e-mail about the progress of the complaint, in particular about its acceptance, settlement or rejection. We may also contact you by telephone.

      We will decide on the complaint without delay. As a rule, it will not take more than 30 days to settle the complaint, including the removal of the defect. Otherwise, you are entitled to withdraw from the purchase contract. In order to comply with this time limit, it is essential that you provide the necessary cooperation.

      Contact

      We will be happy to answer any questions you may have about your claim if you contact us by e-mail: reklamace@aussiemaison.com, or by phone at +420774828490.

      Complaint form

      [contact-form-7 id=”b9ef321″ title=”Reklamace”]