We produce our products with love, in quality factories in Slovakia, the Czech Republic, Italy or outside the EU. Before putting each product on sale, we first thoroughly test it for several months and check it before shipping. We sincerely apologize if there was an error in packaging the shipment or if your product was damaged.
COMPLAINTS INFORMATION
The warranty period is set at 24 months and cannot be confused with the service life of the goods, i.e. the period during which, with proper use and proper care including maintenance, the goods can last due to their properties, purpose and differences in the intensity of their use. A change (property) of the goods that occurred during the warranty period due to wear and tear, improper use, insufficient or inappropriate maintenance, due to natural changes in the materials from which the goods are made, due to any damage by the user or a third party or other improper intervention cannot be considered a defect.
The seller is responsible for defects in goods or services. Warranty service is provided by the online store operator.
Incompleteness of the shipment or damage to the goods must be reported within 24 hours of receipt of the shipment by e-mail or complaint form. Later complaints about incompleteness of the shipment or mechanical damage to the product cannot be accepted.
Please send us the goods you are complaining about for assessment. We recommend that you send the parcel as a package by registered mail, or after filling out the form, you will be sent a gate code for the Shipping Company. Please do not send the goods to us on delivery.
ADDRESS FOR SENDING ADVERTISED GOODS:
TIMME & DNA
Bartoskova 1411/22
140 00 Prague 4
Czech Republic
Once we receive the shipment, we will contact you with a solution. In the event of an approved complaint, we will proceed as follows: if the goods are in stock, we will immediately exchange them for a new one; if they are not in stock, we will refund the full amount to your bank account.
If, after receiving the goods, you discover that the goods are different from what was ordered or are defective, please contact us ideally within 7 days by e-mail: info@timme.sk
The complaint is considered to be properly filed if the claimed goods are complete and the complaint is not prevented by general principles of hygiene. The customer is obliged to send the claimed goods cleaned and hygienically undamaged. The company TIMME brand sro operating the e-shop www.timme.cz , www.timme.sk, is entitled to refuse to accept for complaint handling any goods that do not meet the above-mentioned principles of general hygiene.
The complaint, including the removal of the defect, will be handled without undue delay, but no later than 30 calendar days from the date of application.
OUT-OF-COURT DISPUTE RESOLUTION
If you are not satisfied with the processing of your order, the delivered goods or our services, please send us a complaint by e-mail to info@timme.sk . If you are not satisfied with the way your complaint was handled or if you believe that we may have violated your rights, you may, pursuant to Act 391/2015 Coll., submit a proposal to initiate alternative dispute resolution to a subject. You may submit a proposal in the manner specified in Section 12 of Act 391/2015 Coll. A list of ADR subjects can be found on the website of the Ministry of Economy of the Slovak Republic www.mhsr.sk .
You can file a complaint here .