Complaints Policy
1. Introduction
1.1 This complaints policy governs the procedure for exercising rights arising from defective performance for goods purchased through the e-shop www.nikotin.cz.
1.2 The complaints policy is issued in accordance with the Civil Code No. 89/2012 Coll. and the Consumer Protection Act.
2. Rights from Defective Performance
2.1 The buyer has the right to file a complaint if the goods have a defect upon receipt or if a defect appears within the statutory period.
2.2 The warranty does not cover:
- normal wear and tear,
- defects caused by improper use,
- mechanical damage,
- interventions by third parties.
3. Specifics of Nicotine and Tobacco Products
3.1 For hygiene and safety reasons, goods that have been opened cannot be claimed, unless a manufacturing defect is proven.
3.2 A change in taste, nicotine strength, or subjective perception of the effect is not a product defect.
4. Filing a Complaint
4.1 A complaint can be filed:
- by email to: info@nikotin.com
- in writing to the seller's registered office address
4.2 The buyer is obliged to state:
- order number,
- description of the defect,
- the requested method of complaint resolution.
5. Complaint Resolution
5.1 The complaint will be settled no later than 30 days from the date of its filing.
5.2 The buyer will be informed of the outcome of the complaint by email.
6. Costs of Complaint
6.1 In the case of a justified complaint, the seller bears the transportation costs.
6.2 In the case of an unjustified complaint, costs may be charged to the buyer.
7. Final Provisions
7.1 The seller reserves the right to change or supplement these terms and conditions at any time.
7.2 This complaints policy is valid from January 6, 2026.