1. COMPLAINTS PROCEDURE

1.1. This complaints procedure governs the method of complaint and the procedure for resolving complaints about goods purchased through the merchant's portal www.beautiebee.eu www.beautiebee.cz

Complaints are handled in accordance with this complaints procedure, the Civil Code, and the Consumer Protection Act. Only a person who has a contractual relationship with Beautie Bee s.r.o. based on an order and invoice and has purchased the product from us may complain about the product. No third party is authorized to complain about the product.

1.2. The merchant is responsible for any defect that the sold item has at the time of its delivery and which appears within two years of the item's delivery.

1.3. If the goods show defects, the buyer has the right to file a complaint by delivering the goods to the merchant's address, using the merchant's complaint form.

1.4. When filing a complaint, the buyer is obliged to accurately specify the type and extent of the goods' defects. The day the complaint is filed is the day on which both of the above conditions were met. The buyer can assert rights arising from liability for defects only if they reported the defect within two months of discovering the defect.

1.5. The merchant will issue a written Confirmation of Defect Report to the buyer, stating the deadline for resolving the defect and informing the consumer of their rights under Section 618 et seq. of the Civil Code. The deadline announced in the preceding sentence may not exceed 30 days from the date of reporting the defect, unless a longer period is justified by an objective reason beyond the merchant's control.

1.6. The buyer has the right to choose to have the defect removed by replacing the item or repairing it. The buyer cannot choose a method of defect removal that is not possible or that would cause the merchant disproportionate costs compared to the other method, taking into account all circumstances, especially the value the item would have without the defect, the severity of the defect, and whether the other method of defect removal would cause the buyer significant difficulties.

1.7. The merchant may refuse to remedy the defect if repair or replacement is not possible or if, given all circumstances, it would require disproportionate costs.

1.8. The buyer has the right to a reasonable discount on the purchase price or may withdraw from the purchase agreement even without being granted an additional reasonable period if:

• the merchant has not repaired or replaced the item,
• the merchant has not repaired or replaced the item in accordance with Section 623 (4) and (6) of the Civil Code,
• the merchant refused to remedy the defect according to Section 623 (2) of the Civil Code,
• the item has the same defect despite repair or replacement of the item,
• the defect is of such a serious nature that it justifies an immediate discount on the purchase price or withdrawal from the purchase agreement, or
• the merchant declared or it is clear from the circumstances that they will not remedy the defect within a reasonable period or without causing significant difficulties for the buyer.
• The discount on the purchase price must be proportionate to the difference in value of the sold item and the value the item would have if it were without defects.
• The buyer cannot withdraw from the purchase agreement according to point 9.8. if the buyer contributed to the defect or if the defect is negligible.
• After determining the method of handling the complaint, the merchant will handle the complaint immediately, or in justified cases, within 30 days at the latest from the date the complaint was filed.
• The merchant may refuse liability for defects. The reasons for refusal will be communicated to the buyer in writing. If the buyer proves the merchant's liability for the defect through an expert opinion or professional statement issued by an accredited person, authorized person, or notified person, they may report the defect again, and the merchant cannot refuse liability for the defect.
• This complaint policy does not apply to products from competitions or given as gifts.

1.14 Please note that complaints do not cover normal wear and tear (i.e., possible stretching of the inner elastic, soiled silk, or other damage to the silk caused by its use), mechanical damage, or other defects caused by the buyer's fault. Gifts received for free or as prizes from competitions are not covered by the warranty.

The right to a free warranty period also expires if:

1. incomplete goods, including accessories, are not presented
2. obvious defects are not reported upon receipt of the goods
3. the warranty period of the goods has expired
4. unprofessional or careless handling or neglect of goods care
5. mechanical damage to the goods caused by the buyer

THE FOLLOWING CANNOT BE CONSIDERED A DEFECT: a change in the goods that occurred during the warranty period due to wear and tear or improper use. Especially if

1. the defect occurred during the warranty period due to normal wear and tear or improper use or inadequate or inappropriate care.
2. the defect arose due to natural changes in the materials from which the goods are made
3. (possible stretching of the inner elastic, soiled silk, faded silk, or other damage to the silk caused by its use.)
4. the defect arose due to any damage caused by the buyer or a third party, or other incorrect intervention

10. WITHDRAWAL FROM THE CONTRACT

10.1. The merchant is entitled to withdraw from the purchase agreement due to stock depletion, unavailability of goods, or if the manufacturer, importer, or supplier of the goods agreed in the purchase agreement has discontinued production or made such significant changes that made it impossible for the merchant to fulfill their obligations arising from the purchase agreement, or due to force majeure, or if, despite all reasonable efforts, they are unable to deliver the goods to the buyer within the period specified in these terms and conditions or at the price stated in the online store. The merchant is obliged to immediately inform the buyer of this fact and return any advance payment already made for the goods agreed in the purchase agreement within 14 days of the notification of withdrawal from the contract, by transfer to the account specified by the buyer.

10.2. The buyer has the right to withdraw from the purchase agreement without giving a reason under the conditions regulated in § 19 et seq. of the Consumer Protection Act, within 14 days from the date of receipt of the goods. The buyer may withdraw from a contract for the delivery of goods even before the withdrawal period begins. The withdrawal period is considered observed if the notification of withdrawal from the contract was sent to the merchant no later than the last day of the period.

10.3. Withdrawal from the contract cancels the contract from the outset. If the buyer withdraws from the contract, any ancillary contract related to the contract from which the buyer withdrew is also canceled from the beginning.

• Upon withdrawal from the contract, the buyer will only receive a refund for the product or products – excluding the shipping cost. This amount will be sent to their chosen account.

10.4. The buyer cannot withdraw from a contract whose subject is:

• the supply of goods manufactured according to the consumer's specifications or custom-made goods,
• in other cases defined in Section 19(1) of the Consumer Protection Act;

10.5. In the case of purchasing consumer goods, withdrawal from the contract is only possible if the buyer returns the goods undamaged and unused in their original intact packaging.

10.6. The buyer may exercise the right to withdraw from the contract with the merchant in writing or in the form of a record on another durable medium, and if the contract was concluded orally, any clearly formulated statement by the consumer expressing their will to withdraw from the contract is sufficient to exercise the consumer's right to withdraw from the contract. The buyer may use the sample withdrawal form.

10.7. The buyer is obliged to send the goods, together with proof of payment and other relevant documents, and if possible, in the original packaging, back to the merchant at the address: Beautie Bee s.r.o, Helsínska 1, Piešťany 92101

10.8. The merchant is obliged to return to the buyer all payments received from them under or in connection with the purchase agreement or an ancillary agreement, including shipping, delivery, postage, and other costs and fees, within 14 days of receiving the notice of withdrawal from the contract.

10.9. Upon withdrawal from the contract, the buyer bears the direct costs of returning the goods to the merchant or to a person authorized by the merchant to receive the goods, as well as the costs of returning goods that, due to their nature, cannot be returned by post.

10.10. The merchant is not obliged to return payments to the buyer according to point 11.8. before the goods are delivered to them or until the buyer proves that the goods have been sent back to the merchant.

10.11. The merchant is not obliged to reimburse the buyer for additional costs if the buyer explicitly chose a different delivery method than the cheapest usual delivery method offered by the merchant.

10.12. In the event that the buyer withdraws from the contract and delivers goods to the merchant that are used, damaged, incomplete, or whose value has decreased due to handling beyond what is necessary to ascertain the goods' properties and functionality, the merchant is entitled to compensation from the buyer for damages in the amount of the cost of repairing the goods and restoring them to their original condition, or the merchant has the right to demand from the buyer reimbursement for the decrease in the goods' value.

11. DISPUTE RESOLUTION

11.1. If the buyer was not satisfied with the seller's handling of the complaint, or if the buyer contacted the seller with a request for rectification and was not satisfied with the way the seller handled their complaint, or if they believe that the seller violated their rights, the buyer has the right, in accordance with the provisions of Act No. 391/2015 Coll. on alternative dispute resolution for consumer disputes and on the amendment and supplementation of certain laws, to contact the seller with a request for rectification. If the seller rejects such a request or does not respond to it within 30 days from the date of its sending, the buyer has the right to submit a proposal for the initiation of alternative dispute resolution to an alternative dispute resolution entity. The alternative dispute resolution entity is the Slovak Trade Inspection, Prievozská 32, P.O. Box 5, 820 07 Bratislava, or another relevant authorized legal entity registered in the list of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic (the list is available on the website http://www.mhsr.sk). The buyer is entitled to choose the alternative consumer dispute resolution entity to which they will turn.

11.2. In accordance with Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC, the buyer is entitled to use the online dispute resolution platform (hereinafter referred to as "ODR") to resolve disputes with the trader, in the language of their choice. The buyer may use the ODR platform, which is available on the website http://ec.europa.eu/consumers/odr/, for the alternative resolution of their dispute. When submitting a submission to the ODR platform, the buyer fills out an electronic complaint form. The information provided must be sufficient to identify the relevant online alternative dispute resolution entity. The buyer may attach documents to support their complaint.

Appendix No. 1 Complaint Form

Appendix No. 2 Withdrawal from Contract Form