Emerosa return policy
eFor the simplest and fastest handling of your claim, please contact us. During the complaints process, we are here for you to resolve every situation with the utmost care and consideration. If you encounter issues with our products or services, we want you to know that we will thoroughly review your claim – complaint form. 
Preamble
This Complaints Policy specifies the procedure of the customer and BIORUŽA, s. r. o., registered office: Laborecká 1, 010 01 Žilina, Company ID: 52234070, registered in the Commercial Register at the District Court Žilina, Section: Sro:, Insert No.: 71761/L, place of business: Laborecká 1, 010 01 Žilina, and the operating site: BIORUŽA, Rosinská 13, 010 08 Žilina, in the event that, despite the company’s best efforts to maintain the high quality of the goods offered, the customer (end consumer or trader) has a legitimate reason to exercise rights arising from liability for defects of the sold goods. We strive to resolve all claims, including unjustified ones, to the satisfaction of all parties involved.
Article I
Prevention
1. When placing an order, please check the selected type, quantity of products, and packaging size on www.emerosa,com before confirming the order. This helps avoid delivery of originally unwanted goods or packaging.
2. When using the goods, please pay sufficient attention to the recommended use indicated on the product packaging, in leaflets or on our website; if needed, contact us at info@emerosa.com or by phone at +421 905 864 140 with questions about use in a specific case. This helps prevent dissatisfaction with product effectiveness.
3. It is our duty to respond to your suggestions, improve all processes, and supplement available product information to prevent any justified claim.
Article II
Basic conditions for a claim
1. If a defect occurs in the purchased goods during the warranty period, you have the right to claim this defect.
2. A defect means a discrepancy between the order, the invoice and/or the delivered goods, a damaged parcel or damaged goods inside it.
3. The following cannot be considered a defect: visual or olfactory sensations unpleasant to the customer, changes resulting from the natural character of the raw materials used, a mistake by the customer when ordering goods, wear or consumption of goods caused by normal use or where this follows from the nature of the item (e.g., expiry of service life).
We are not liable for a defect if the defect existed at the time of receipt of the goods and a discount on the purchase price was agreed for this reason, or if the goods were supplied as a gift with the order.
4. To ensure proper submission and processing of a claim, please contact us.
5. If you exercise the right arising from a defect properly, the claim will be handled without undue delay, no later than 30 days from the date the claim is submitted.
Article III
Place and method of submitting a claim
1. If you wish to claim our goods, do so immediately after detecting the defect.
2. As an end customer, submit the claim directly with the e-shop where you purchased the goods, upon presentation of proof of payment and in accordance with the complaints policy of the given store or e-shop.
3. As an end customer or trader who purchased goods directly on www.emerosa.com, inform us without delay about submitting a claim:
- by phone at +421 905 864 140,
- by e-mail at info@emerosa.com ,
- via the complaint form,
- by post or in person at the operating address: Rosinská cesta 13, 010 08 Žilina.
4. In the initial information about submitting a claim (by e-mail or phone), please state your identification details, order/invoice number, the type and scope of defects of the claimed goods, how the defect manifests itself, what remedy you seek due to the claim, the date, and, if available, photo documentation.
5. We are obliged to respond to the submitted claim within 24 hours with a confirmation stating when you submitted the claim, what the subject of the claim is, and which method of resolution you request (initiation of the complaint procedure).
6. For a successful resolution of the claim, we ask for your necessary cooperation.
7. In the case of a justified claim, you are entitled to reimbursement of postage in the necessary amount. In the case of an unjustified claim, you are not entitled to reimbursement of your costs associated with handling the claim, and likewise www.emerosa,com is not entitled to reimbursement of costs incurred on its side (unless, for example, it concerns a repeated unfounded claim, where it may be presumed that rights were abused).
Article IV
Procedure for submitting a claim
The right arising from a defect in the goods (claim) must be exercised within twenty-four months from receipt of the goods. If a use-by period is indicated on the item sold, its packaging or the instructions attached to it, the warranty period shall not end before the expiry of this period.
1. Damaged parcel
When receiving the shipment, in the event of visible damage to the parcel or the goods in it, you are entitled (and we recommend) not to accept the parcel. If you accept the shipment, you are obliged to draw up a report on the damaged shipment (the carrier’s driver has the form available) and have it confirmed by the carrier’s driver. You must then provide us within 24 hours of receipt of the shipment with the documents required for the claim so that we can handle the claim with the carrier.
Documents required for the claim include:
a) a claim report including the report on the damaged shipment,
b) photo documentation of the damaged parcel and goods,
Unclear, missing or delayed submission of the documents necessary to initiate the complaint procedure may be a reason for rejecting the claim.
2. Damaged goods
If the shipment was accepted and damage to the contents was not apparent upon delivery, proceed similarly to a damaged shipment, without the report on the damaged shipment confirmed by the carrier’s driver.
3. Hidden defect
Report a defect that appears later immediately after its detection or manifestation. Contact us by e-mail or by phone.
When reporting the claim, state what defect you perceive in the product and how it manifests itself. We will then contact you and agree on the next steps.
To prove the defect, please send back the defective product. If more than ¼ of the product contents has been used, the claim may not be accepted.
If the product does not meet your expectations regarding its effects, the claim may not be accepted; however, we will look for a way for the product to work under your conditions, or how to address your need through other products.
4. Discrepancy between the order, the invoice and/or the delivered goods
Before reporting a discrepancy between the order and the delivered goods, please check whether all parcels have been delivered.
If any parcel was not delivered or the order is not delivered within 3 business days from order confirmation, inform us without delay.
If the discrepancy is caused by a reason other than non-delivery of a parcel, contact us by phone or e-mail and we will agree on the next steps to resolve the claim.
Article V
Ways of resolving a claim
1. In the case of a justified claim, you have the right to have the goods brought, free of charge and without delay, to a condition corresponding to your requirements, and to have the defect remedied by one of the following methods.
2. In the case of a removable defect, the customer has the right to have it removed free of charge, in a timely and proper manner. Emerosa is obliged to remove the defect without undue delay, but no later than 30 calendar days from the date the claim is submitted.
3. If it is not disproportionate given the nature of the defect, the customer may request replacement of the goods (at the customer’s request, replacement for any goods is possible). If replacement of the goods is not possible, the customer may withdraw from the contract or request a reasonable price reduction.
4. In the case of an irremovable defect, the customer has the right to replacement of the goods, withdrawal from the contract and a refund of the price of the goods, or a reasonable price reduction.
5. In the event of a negative decision on the claim, we will inform you in writing (by e-mail or by post), including the reasoning for rejection (completion of the complaint procedure).
Article VI
Final provisions
Changes to this Complaints Policy are reserved. In Žilina on 01.01.2024
