Complaints

If the Buyer discovers a defect in the purchased goods, they have the right to submit a complaint.

The Seller is responsible for ensuring that the goods are free from defects upon receipt.

The Buyer is entitled to submit a complaint within 24 months from the receipt of the goods.

What is not considered a defect

The following are not considered defects:

• normal wear and tear caused by use
• damage caused by improper handling
• use contrary to the intended purpose of the product
• mechanical damage occurring after receipt
• products after their expiration date

Conditions for complaints

A complaint may be submitted provided that:

• the goods are not clearly damaged due to improper use
• the goods are not past their expiration date

For products in sealed packaging, complaints cannot be submitted once the packaging has been opened, if the goods cannot be returned for hygiene or safety reasons.

Complaint procedure

The Buyer must first notify the complaint by email at:

info@stickygarden.eu

Please include the following information in your message:

• full name
• order number
• description of the defect

Based on this communication, the Buyer will be informed about the next steps.

Goods sent without prior contact may not be accepted.

Goods sent on delivery (cash on delivery) will not be accepted.

Complaint resolution

The complaint will be resolved without undue delay, no later than 30 days from its submission, unless agreed otherwise.

The Buyer will be informed about the outcome of the complaint via email.