Complaints & Returns Policy
This Complaints & Returns Policy governs the procedure and conditions for exercising rights arising from defective performance (complaints/claims) regarding goods purchased through this online store and forms an integral part of the Terms and Conditions.
1) Rights arising from defective performance
The Seller is responsible for ensuring that the goods are free from defects at the time of delivery. In particular, the Seller guarantees that:
- the goods have the characteristics agreed upon or described by the Seller,
- the goods are delivered in the agreed quantity, measure, or weight,
- the goods comply with applicable legal regulations.
The Buyer is entitled to exercise rights arising from defective performance within the statutory time limits in accordance with applicable laws.
2) How to submit a complaint
A complaint may be submitted:
- by e-mail to the Seller's contact address,
- or in writing by another verifiable method.
The Buyer must provide:
- the order number,
- a description of the defect,
- contact details for handling the complaint.
The goods submitted for complaint must be delivered clean, complete, and properly packaged to prevent damage during transport.
3) Complaint handling
The complaint will be handled without undue delay, no later than 30 days from the date of its submission, unless otherwise agreed between the Seller and the Buyer.
The Buyer will be informed of the outcome of the complaint via the same communication channel used to submit the complaint.
4) Method of complaint resolution
In the event of a justified complaint, the Buyer is entitled in particular to:
- removal of the defect,
- a reasonable reduction in the purchase price,
- replacement of the goods,
- or withdrawal from the contract, if permitted by law.
The specific method of complaint resolution will be determined with regard to the nature of the defect and applicable legal regulations.
5) When a complaint cannot be accepted
The complaint does not apply to defects caused by:
- improper use of the goods,
- use contrary to their intended purpose,
- mechanical damage,
- normal wear and tear,
- unauthorized intervention or modification.
6) Final provisions
This Complaints & Returns Policy is valid and effective from the date of its publication on the Seller's website. The Seller reserves the right to amend its wording in accordance with applicable legal regulations.
Quick info
Complaints contact info@hhc-store.com
Always include Order number + defect description
Tip: To speed up the process, please attach photos of the defect (if possible).
What is the time limit for handling a complaint?
Complaints are handled without undue delay, no later than 30 days from the date of submission, unless otherwise agreed.
Do I need to return the goods?
In most cases, the goods must be sent back for assessment. Please send them clean, complete, and properly packaged.
What happens if the complaint is justified?
Depending on the nature of the defect, we will provide repair, replacement, a price reduction, or – if permitted by law – withdrawal from the contract.
Important:
- Please keep your proof of purchase (for order identification).
- Package the goods to prevent damage during transport.
- Mechanical damage and normal wear and tear are not considered defects.
