Complaints Procedure

I. Subject of the complaints procedure

1. This complaint procedure is issued by the company Zdravé stravování s.r.o. with its registered office at Jiřího z Poděbrad 978, Strážnice, ZIP code 696 62, ID number: 292 92 069, registered in the commercial register maintained by the Regional Court in Brno, section C, file 71602 (hereinafter referred to as the "seller") in accordance with § 2079 et seq. . of Act No. 89/2012 Coll., Civil Code and further in accordance with §13 of Act No. 634/1992 Coll., on consumer protection.

2. The purpose of this complaints procedure is to inform the buyer - consumer (hereinafter referred to as the "buyer") about the scope, conditions and method of making a complaint about goods (refrigerated bills made according to the buyer's individual demand) with an emphasis on quick and correct handling of complaints.

II. Goods defects

1. The buyer has the right to claim such defects that appear on the goods at the time designated for their consumption. This time is marked on the product box with the words use by with a specific date. After this period of use, the product should no longer be consumed, as its safety and soundness can no longer be guaranteed.

2. A defect in the goods is in particular: non-delivery of the goods; delivery of goods that do not match the agreed composition, program or variant; sensory defects of goods - taste, appearance, smell. The characteristics of the goods that do not suit the buyer due to his individual preference (amount of salt, spices, etc.) are not considered to be defects of the goods, if they do not obviously deviate from the usual measure of the recipe.

3. Defects in the goods are not those defects that arose on the goods after they were handed over to the buyer, when, in accordance with the seller's General Terms and Conditions, the handing over of the goods is also considered to be handed over by so-called "hanging on a handle." Defects in the goods in particular are not those defects that arose because the buyer did not comply with the conditions for storage, which are indicated on the label of the goods.

III. Making a complaint

1. The buyer is obliged to make a complaint in writing by e-mail to the address: This email address is being protected from spambots. You need JavaScript enabled to view it., immediately after discovering it, no later than on the day of consumption of the goods.

2. The buyer is obliged to specify the alleged defect in the goods in the complaint and to support the complaint with photographs of: the code on the yellow bag in which the goods were delivered; boxes with a label in which the goods were packed; or of the goods themselves, in the case of a defect in the goods that can be documented in this way.

3. The buyer has the right to exchange defective goods for faultless ones (i.e. for goods of the same program and variant) or to refund the purchase price of defective goods.

4. The seller is obliged to give the buyer a written (i.e. even in the form of e-mail) confirmation of when the buyer made the claim, what the content of the claim is and what method of claim the buyer requires.

IV. Complaint handling

1. The seller will make a decision on the applied complaint immediately, no later than three working days after its application. In the event that the buyer does not provide the seller with the necessary cooperation, in particular a photo or specification of the defect, this period is extended until the buyer supplies the seller with the missing documents and information.

2. The complaint must be handled without undue delay, no later than 30 days from the day the complaint is made. The seller is obliged to issue the buyer with a written (i.e. even in the form of an e-mail) confirmation of the date and method of settlement of the claim, or the justification for the rejection of the claim.

3. In the event that the buyer requests the exchange of defective goods for faultless ones, the seller will agree with the buyer when the goods should be delivered to the buyer. However, replacement faultless goods cannot be delivered to the buyer earlier than three working days after they have been freshly manufactured for the buyer. The buyer acknowledges that the replacement goods will not be of the same recipe, but will correspond to the given current menu.

4. In the event that the buyer requests a refund of the purchase price of defective goods, the seller will issue a credit note for the returned purchase price and return the purchase price to the buyer by cashless transfer to the account provided by the buyer.

5. The buyer is obliged to provide the seller with the necessary cooperation required to settle the complaint.

6. If the buyer is not satisfied with the handling of the complaint, he can contact the ČOI as part of the out-of-court settlement procedure.

In Strážnice, on 8 February 2023