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    Complaints and claims policy

    COMPLAINTS AND CLAIMS POLICY

    Aroma Global s.r.o. | Sale of fragrances, fragrance oils and related products

    1. GENERAL PROVISIONS AND DEFINITIONS

    1.1

    This Complaints and Claims Policy has been prepared in accordance with Act No. 89/2012 Coll., the Czech Civil Code (hereinafter referred to as the “Civil Code”), and Act No. 634/1992 Coll., on Consumer Protection, both as amended.

    It applies to consumer goods (hereinafter referred to as the “goods”) for which the buyer exercises rights arising from defects (hereinafter referred to as a “claim”).

    1.2

    The seller is Aroma Global s.r.o., Company ID No.: 21349584, with its registered office at Lohniského 845/23, Hlubočepy, 152 00 Prague 5, registered under file No. C 400506 with the Municipal Court in Prague (hereinafter referred to as the “seller”).

    The buyer is a person or company that has entered into a purchase agreement with the seller within the meaning of Section 2079 et seq. of Act No. 89/2012 Coll., the Czech Civil Code (hereinafter referred to as the “buyer”).

    This Complaints and Claims Policy applies, as appropriate, both to purchases made through the seller’s online shop at https://www.aromaglobal.cz and to goods purchased directly at the seller’s premises at Lisabonská 2394/4, 190 00 Prague 9 (hereinafter referred to as the “premises”).

    1.3

    For buyers who are not consumers, the seller may apply this Complaints and Claims Policy as appropriate. Otherwise, their rights regarding defective goods are governed by the concluded agreement and the Czech Civil Code.

    2. LIABILITY FOR DEFECTIVE GOODS

    2.1

    The seller is responsible to the consumer for ensuring that the goods are free from defects when received and that they meet the agreed and legal quality requirements.

    The consumer may make a claim for a defect that appears within two years from receiving the goods.

    If a defect appears within one year from receiving the goods, it is assumed that the goods were already defective when received, unless the nature of the goods or the defect makes this impossible.

    2.2

    Goods are not considered to be in breach of the purchase agreement if the buyer was informed about and accepted their condition before purchase.

    This applies especially to goods marked as “opened” or “used”, as well as to other characteristics of the goods that the buyer had the opportunity to review before purchase in accordance with the General Terms and Conditions.

    3. CONDITIONS OF LIABILITY FOR DEFECTS

    3.1

    If a defect appears after the goods have been received, the buyer may exercise their rights regarding defective goods in accordance with this Complaints and Claims Policy and applicable law.

    3.2

    A consumer may make a claim for a defect that appears within two years from receiving the goods, unless a shorter period has been legally agreed for used goods.

    If the seller or manufacturer provides an additional quality guarantee beyond the consumer’s statutory rights, its duration and conditions are governed by the relevant guarantee statement.

    3.3

    The seller is responsible for defects that existed when the goods were received, even if they become apparent later during the period specified in Article 3.2.

    If the seller or manufacturer has provided a quality guarantee, the seller is also responsible within the scope of that guarantee.

    3.4

    Rights relating to defective goods or a quality guarantee cannot be exercised in the following cases:

    • The defect appeared after the period specified in Article 3.2, unless the claim is covered by an additional quality guarantee.

    • The defect was caused by improper use or improper storage of the goods.

    • The defect was caused by failure to follow the manufacturer’s instructions.

    • The defect was caused by improper handling, manipulation or insufficient care of the goods. The seller may request information and documents concerning the way the goods were used, handled or stored if these are necessary to professionally assess the cause of the defect. Failure to provide such information alone is not a reason to reject a consumer’s claim.

    • The defect was caused by an unauthorised intervention or modification of the goods without the manufacturer’s consent.

    • The goods were damaged by natural events or disasters.

    • The defect was caused by the buyer for another reason.

    • The goods or services were provided free of charge, for example as a gift or free item.

    3.5

    The seller is not responsible for a defect or damage to the extent that it was caused by using the goods contrary to the instructions, safety information or agreed purpose of use.

    3.6

    If the buyer enters into the agreement as part of their business activities or independent professional activities, the consumer provisions starting from Section 2158 et seq. of the Czech Civil Code do not apply.

    Unless otherwise agreed, the seller provides such buyers with a contractual 12-month quality guarantee from the date the goods are received.

    The buyer’s other rights are governed by the concluded agreement and the Czech Civil Code, in particular Sections 2100, 2103, 2112, 2113 and 2121.

    4. RIGHTS ARISING FROM DEFECTS AND GUARANTEE

    4.1

    The period specified in Article 3.2 is extended by the period during which the buyer could not use the goods because of a justified claim.

    If the goods are replaced, a new two-year period does not begin. The original period continues and is extended by the time during which the justified claim was being handled.

    4.2

    When exercising rights relating to defective goods, the consumer has the following rights:

    • If the goods are defective, the consumer may request that the defect be corrected. The consumer may choose between receiving new goods without the defect or having the goods repaired, unless the chosen solution is impossible or disproportionately expensive compared with the alternative.

    • The seller may refuse to correct the defect if this is impossible or disproportionately expensive, particularly considering the importance of the defect and the value the goods would have without the defect.

    • The consumer may request an appropriate discount from the purchase price or withdraw from the purchase agreement if the seller refuses to correct the defect, fails to correct it properly and within a reasonable period, the defect appears repeatedly, the defect represents a substantial breach of the agreement, or it is clear from the circumstances that the defect will not be corrected within a reasonable period or without significant inconvenience to the consumer.

    • The consumer may not withdraw from the purchase agreement if the defect is insignificant.

    5. MAKING AND HANDLING A CLAIM

    5.1

    A claim may be made at the seller’s premises or at the seller’s registered office:

    Aroma Global s.r.o.
    Lohniského 845/23
    Hlubočepy
    152 00 Prague 5
    Czech Republic

    5.2

    After the claim has been properly resolved, the staff will ask the buyer to collect the claimed goods.

    5.3

    A written claim report will be prepared, describing the identified defects and the way the claim was resolved.

    We recommend that the buyer keeps these documents for the duration of the applicable guarantee period.

    5.4

    If the claim is not justified (see Article 3.4 of this Policy), the seller will provide the reason for rejecting the claim in writing in the claim report.

    In such a case, the buyer is not entitled to reimbursement of necessary costs incurred in connection with exercising rights relating to defective goods.

    5.5

    The seller will decide on a claim within 7 working days, or within 14 working days in more complicated cases.

    This period does not include the reasonable time required for professional assessment of the defect, depending on the type of product or service.

    The claim, including correction of the defect, will be resolved without unnecessary delay and no later than 30 calendar days from the date the claim was made, unless the seller and the buyer agree otherwise.

    5.6

    The seller will provide the consumer with written confirmation stating:

    • the date the claim was made,

    • what the claim concerns,

    • how the consumer wishes the claim to be resolved.

    After the claim has been resolved, the seller will also provide written confirmation of the date and method of resolution, including confirmation of any repair and its duration.

    If the claim is rejected, the seller will provide the consumer with a written explanation of the reason for rejection.

    6. SPECIAL PROVISIONS – SPECIFIC CHARACTERISTICS OF THE GOODS SOLD

    7. FINAL PROVISIONS

    7.1

    If any provision of this Complaints and Claims Policy becomes invalid, ineffective or unenforceable, the remaining provisions will remain unaffected.

    In such a case, the buyer and the seller agree to replace the invalid, ineffective or unenforceable provision with a valid provision that is as close as possible to its original purpose and meaning and complies with applicable law.

    7.2

    This Complaints and Claims Policy is valid and effective from 1 September 2026.

    The seller reserves the right to change this Complaints and Claims Policy without prior notice.

    Any changes to this Policy do not affect rights and obligations that arose while the previous version was in effect.