of the online store www.biomefix.eu | effective from 1 August 2026

1. Basic Provisions

This Complaints Procedure governs the process for exercising rights from defective performance for goods purchased from BIOMEFIX s.r.o. through the online store www.biomefix.eu. If the buyer is a consumer, the mandatory provisions of the legal regulations on consumer protection shall apply preferentially.

2. Liability for Defects

The Seller is liable for the goods being free of defects upon receipt, corresponding to the agreed description, quantity and quality, being fit for the usual purpose, and meeting the requirements of legal regulations.

For food and food supplements, a natural variation in colour, taste, or consistency that does not affect the safety, declared characteristics, or usability of the product does not constitute a defect. The Seller is not liable for defects caused by improper storage, damage to the packaging, improper handling, or use contrary to the instructions on the packaging.

The Consumer may claim a defect that becomes apparent in the goods within a period of two years from receipt, unless a legal regulation provides otherwise given the nature of the goods. This does not affect the requirements to observe the expiry date or minimum durability date and the storage instructions.

3. How to Make a Complaint

A complaint may be made by e-mail at info@biomefix.eu or in writing to the Seller’s registered office address. The complaint should contain:

• the buyer’s name and contact details;
• the order number and identification of the product;
• a description of the defect and the moment it was discovered;
• the requested method of resolution;
• photographs of the defect, the batch number, and the minimum durability date, if available.

The Seller may request that the product complained about, or part thereof, be sent, where this is necessary for a professional assessment. The Seller shall bear the costs reasonably incurred by the consumer in connection with a justified complaint.

4. Confirmation and Assessment of the Complaint

The Seller shall issue the consumer with a written confirmation of the date the complaint was made, its content, and the requested method of resolution, and subsequently a confirmation of the date and method of resolution, or a written justification of rejection, as applicable.

The goods complained about may be assessed by the manufacturer, a laboratory, or another professionally qualified person. This does not affect the Seller’s liability towards the buyer.

5. Methods of Resolution

If the complaint is justified, the consumer has the right, depending on the nature of the defect and the statutory conditions, in particular to remedy of the defect by repair or delivery of a new item, a reasonable discount from the purchase price, or withdrawal from the contract. For food products, given their nature, replacement, a discount, or a refund of the purchase price will generally be the applicable option.

6. Time Limit for Resolution

The consumer’s complaint, including the remedy of the defect, must be resolved and the consumer informed thereof no later than 30 days from the date the complaint was made, unless the Seller and the consumer agree on a longer period.

7. Product Safety and Traceability

If a possible risk to health or safety is identified, the Seller may suspend sale, withdraw the product from the market, call on customers to return it, or offer a replacement or a refund of the purchase price. The buyer is obliged to provide reasonable cooperation, in particular by stating the batch number and the minimum durability date.

8. Out-of-Court Dispute Resolution

If an amicable resolution of the dispute with the consumer is not reached, the entity for out-of-court resolution is the Czech Trade Inspection Authority (Česká obchodní inspekce), Ústřední inspektorát – oddělení ADR, Gorazdova 1969/24, 120 00 Praha 2, e-mail: adr@coi.gov.cz, website: www.coi.cz/informace-o-adr/.

9. Final Provisions

This Complaints Procedure is inseparably linked to the General Terms and Conditions. It takes effect on 1 August 2026.