Complaints Procedure

This Complaints Procedure regulates the rights and obligations of the consumer when asserting the seller's liability for defects in goods (complaints) purchased in the hardmass.cz online store, operated by USA NUTRITION GROUP LLC. [EOS]It is governed by Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection, as amended.

A complaint (defect in goods) is not the same as withdrawing from a contract within 14 days without giving a reason — this is covered by our terms and conditions. This document describes the procedure if you receive goods damaged or defective.

Warranty period

The seller is liable to the buyer that the goods are free of defects upon receipt. If the items are not perishable or used, the seller is liable for defects that manifest themselves as a contradiction with the purchase contract after receipt of the item within the warranty period, which is 24 months, unless otherwise stated for a specific product.

How to file a complaint

File a complaint without undue delay after discovering the defect, by e-mail info@hardmass.cz or in writing to the seller's address. Please attach the following to the complaint:

• a description of the defect and the circumstances under which it occurred,
• proof of purchase (invoice, order confirmation) or other means of proving the purchase from the seller,
• The claimed goods are packed in such a way that they are not further damaged during transport.

Send the goods for complaint by transport service to the address we will provide you with in writing or electronically after receiving the complaint. The costs of sending the claimed goods are borne by the seller in the event of an accepted complaint.

Deadline for settling complaints

The Seller will decide on the complaint immediately, in complex cases within 3 working days. This period does not include the time reasonable for the type of product necessary for a professional assessment of the defect. The complaint, including the removal of the defect, must be settled without undue delay, no later than 30 days from the date of filing the complaint, unless the Seller and the Consumer agree on a longer period. The expiration of this period in vain is considered a material breach of the contract and the Buyer has the right to withdraw from the Purchase Contract.

You will be informed about the settlement of the complaint by e-mail or phone, and you will receive a written confirmation of the date and method of settlement of the complaint.

What the complaint does not cover

The warranty does not cover wear and tear of the item caused by its normal use, defects caused by improper storage, mechanical damage, use contrary to the instructions or intended purpose, or defects caused by external influences (natural disaster, improper handling by a third party, etc.). In the case of food and food supplements, it is not possible to complain about defects that occur after the expiry of the best before date or improper storage after receipt by the customer.

For hygienic reasons, it is not possible to claim a violation of the original packaging if it is not related to the defect claimed.

Complaint handling

If the complaint is recognized as justified, the buyer has the right to free removal of the defect, a reasonable discount on the purchase price, replacement of goods or — in the case of a material breach of contract — to withdraw from the contract and return the purchase price. The choice of the method of handling the complaint is the responsibility of the buyer within the limits of the law.

If the complaint is not recognized as justified (e.g. the defect was caused by improper use), the seller will inform the buyer of the reasons for the rejection in writing or electronically.

Out-of-court dispute resolution

If there is no agreement between the seller and the consumer, the consumer can turn to the Czech Trade Inspection Authority (www.coi.cz) with a proposal for out-of-court dispute resolution or use the online dispute resolution platform at ec.europa.eu/consumers/odr.

Contact for complaints

USA NUTRITION GROUP LLC, Northwest Registered Agent LLC, 90 State Street, Suite 700, Office 40, Albany, NY, 12207, United States of America.
E-mail: info@hardmass.cz