1.1 The Complaints Regulations regulate the rules for handling complaints within the E-shop operated by the Seller - MALINNA Products s.r.o., with registered office at Písečná 451/6, Troja, 182 00 Prague 8, ID number: 08082391, company registered at the Municipal Court in Prague under sp. stamp C 311857, on the Web available at: www.malinna.com . In the case of the Buyer entrepreneur, a complaint is understood as the exercise of rights arising from liability for product defects.

2.1 In order to quickly deal with all complaints, we recommend a prior telephone consultation regarding the appropriate procedure.

2.2 Notices about product complaints are accepted during business hours from MON – FRI, 8:00 a.m. – 4:00 p.m.:

2.2.1 Electronically at the email address info@malinna.com

2.2.2 By phone at +420 774 701 888

2.2.3 By delivering a written notice of complaint, including the claimed goods, via delivery service to the address of the establishment: MALINNA Products, Branice 119, 398 43 Branice or to the address intended for repair (will be communicated to you).

2.2.4 In person at the Business in Slovakia: Malinna Store, Klemensova 1, 81109 Bratislava, Slovakia

2.3 The complaint is duly applied if the Buyer has notified the Seller of the defect in the goods and the goods:

2.3.1 handed over to the seller;

2.3.2 according to the instructions of the Seller, he kept it or disposed of it in another appropriate way.

2.4 The buyer acknowledges that it is necessary to hand over the goods for a claim in a clean condition. The seller reserves the right to refuse to accept contaminated goods (i.e. dirty, smelly, etc.) or otherwise hygienically objectionable to settle the claim. In such a case, the Seller does not bear the Buyer's costs related to the delivery of such contaminated goods.

2.5 In the complaint notification, the Buyer shall state / provide the following information in particular:

2.5.1 Identification and contact details of the Buyer (name, surname, residential address, correspondence address, e-mail, telephone).

2.5.2 Designation of the claimed goods and when they were purchased.

2.5.3 Designation of the defect or indication of how the defect manifests itself.

2.5.4 What method of settlement of the complaint the Buyer requires with regard to the nature of the alleged defect.

2.5.5 Document proving the purchase of goods from the Seller (it does not necessarily have to be proof of payment, for example, confirmation of the order, if the goods have been paid for, an account statement, etc., will suffice).

2.6 As part of the complaint, the Buyer may exercise the rights specified in Article 9 of the Terms and Conditions.

2.7 Complaints can be made using the complaint form, which is available here .

2.8 Upon receipt of the complaint, the Seller shall immediately issue a confirmation and forward a copy (send to an e-mail address) of the Confirmation to the Buyer.

2.9 The confirmation of acceptance contains in particular the following data:

2.9.1 The day the Buyer exercised the right;

2.9.2 What is the subject of the complaint - the claimed goods and the alleged defect;

2.9.3 What method of settlement of the complaint the Buyer requires.

3.1 In the case of the Buyer-consumer, the Seller is obliged to make a decision on the complaint immediately, in more complex cases within three days from the application of the complaint. If a professional assessment is required, the stated periods may be longer, but a maximum of 30 days, unless expressly agreed otherwise with the Buyer-consumer.

3.2 In the case of an entrepreneur Buyer, the Seller is obliged to decide on the exercise of rights for defective goods within a reasonable period of time.

3.3 The buyer is obliged to provide the necessary cooperation to the seller. In particular, the buyer is obliged to send/hand over the claimed goods to the Seller for verification without undue delay, but no later than within 3 days from the application of the claim. In the event that the goods are not sent / handed over within the specified period, there is a risk that the Seller will not be able to ensure timely handling of the claim due to the Buyer's failure to provide the necessary cooperation.

4.1 In the event that the Seller assesses the claim as justified (ie it is clear that it is a defect on the part of the Seller, not a defect caused by the Buyer), the Buyer has the right he chose in accordance with Article 9 of the Terms and Conditions.

4.2 In the event of a justified complaint, the Buyer also has the right to reimbursement of costs purposefully incurred in making the complaint (ie, for example, postage or transport costs). The right to reimbursement of costs must be exercised within a period of one month, starting from the time when the defect had to be pointed out.

4.3 In the event that the Seller considers the complaint to be unjustified, it will reject the complaint and state the reasons on which it bases its conclusion in the settlement confirmation. In the event of an unauthorized claim, the Buyer has no right to reimbursement of costs.

5.1 The Seller informs the Buyer as soon as the claim is settled. In connection with handling the claim, the Seller will send. To the buyer, a confirmation of claim handling (" Confirmation of handling "). The confirmation of processing contains, according to the method of processing, in particular: the date and method of processing the claim, or confirmation of
execution of the repair and its duration and written justification for the rejection of the claim, if the claim is rejected.

These Complaints Regulations take effect on July 1, 2025.