Warranty and Returns Policy

COMPLAINTS POLICY

of HOMA BONA s.r.o.

1. INTRODUCTORY PROVISIONS

1.1. This Complaints Policy (hereinafter referred to as the “Complaints Policy”) supplements the Terms and Conditions of HOMA BONA s.r.o., with its registered office at Libonice 57, 508 01 Hořice, Company ID: 28817036 (hereinafter referred to as the “Seller”).

1.2. This Complaints Policy governs the terms and process for claiming rights arising from defective performance (complaints) by a Buyer acting as a consumer (hereinafter referred to as the “Buyer”) in connection with a purchase agreement concluded through the online store at www.homabona.cz.

1.3. All legal relationships arising from this Complaints Policy shall be governed by the laws of the Czech Republic. This does not affect the consumer's rights resulting from generally binding legal regulations of the country of the consumer’s habitual residence.

2. SCOPE OF LIABILITY AND PRODUCT SPECIFICS

2.1. The Seller is responsible to the Buyer that the goods are free from defects upon receipt and that they correspond to the agreed description, quantity, quality, and purpose for which they were sold.

2.2. The Buyer acknowledges that the offered products may have the character of handmade products. Due to the nature of craftsmanship and materials used, individual pieces may slightly differ in visual details (such as texture, shade, or small surface irregularities) or may exhibit individual sound characteristics. These characteristics are a natural feature of handmade production and are not considered defects.

2.3. The right to file a complaint does not apply to wear and tear caused by normal use of the goods, defects caused by improper storage, mechanical damage caused by the Buyer, or failure to follow maintenance instructions.

3. TIME LIMITS FOR FILING COMPLAINTS

3.1. The Buyer is entitled to claim a defect that appears within two (2) years of receipt of the goods.

3.2. If a defect becomes apparent within one (1) year of receipt, it shall be presumed that the goods were defective upon receipt unless the nature of the goods or defect excludes this.

3.3. These time limits apply to all consumers regardless of the location of delivery of the goods.

4. PLACE AND METHOD OF FILING COMPLAINTS

4.1. A complaint can be filed using the following methods:

  • Electronically: By sending an e-mail to kalista@homabona.cz (recommended for initial notification of the defect).

  • By mail or courier: By sending the goods subject to the complaint to the Seller’s registered office address: HOMA BONA s.r.o., Libonice 57, 508 01 Hořice, Czech Republic.

  • In person: At the Seller's registered office by prior arrangement.

4.2. The Buyer is required to provide proof of purchase (invoice or order confirmation) and describe the detected defect.

4.3. IMPORTANT NOTICE FOR SHIPMENTS OUTSIDE THE EU: When sending goods subject to the complaint from countries outside the European Union, the Buyer is obliged, for customs purposes, to clearly mark the shipment with the text “RETURNED GOODS – WARRANTY CLAIM” and attach a copy of the original invoice. Failure to do so may result in customs clearance delays or additional costs.

5. RECEIPT OF SHIPMENT AND DAMAGE DURING TRANSPORT

5.1. Upon receipt, the Buyer is obliged to inspect the integrity of the packaging. If the packaging is visibly and significantly damaged, the Buyer is entitled to refuse to accept the shipment, or to immediately report this fact in the carrier’s damage report.

5.2. If the Buyer discovers damage to the goods only after unpacking the shipment, please take and send the following photographic documentation immediately to the e-mail kalista@homabona.cz (these photos are required to claim compensation from shipping companies, e.g., FEDEX):

  • a general view of the damaged shipping (outer) packaging,

  • a detail of the damaged area of the outer packaging,

  • photographs of the internal padding and the method of product packaging inside the box,

  • photographs of the damaged product (general view and detail of the damage).

5.3. The Buyer is obliged to retain the damaged goods and the complete packaging until instructions are received from the Seller or until the complaint procedure is concluded.

6. SHIPPING COSTS

6.1. In the case of a justified (approved) complaint, the Buyer is entitled to reimbursement of reasonably incurred costs for shipping the goods for the complaint process. The costs of sending the repaired or replacement goods back to the Buyer shall be borne by the Seller.

6.2. In the case of an unjustified (rejected) complaint, the costs of transporting the goods to the Seller and back to the Buyer shall be borne in full by the Buyer.

6.3. For shipments from countries outside the European Union, the Buyer bears sole responsibility for the correct customs declaration of the returned shipment. Any additional costs, customs duties, or fees incurred as a result of an incorrect customs declaration by the Buyer shall be borne by the Buyer, and the Seller is entitled to request reimbursement of such actually incurred costs from the Buyer.

7. RESOLUTION OF COMPLAINTS

7.1. A justified complaint, including defect removal, must be resolved without undue delay, no later than thirty (30) days from the date the complaint was submitted, unless a longer period is agreed with the Buyer.

7.2. The Seller shall provide the Buyer with written confirmation of the submission of the complaint, its outcome, and any repair performed.

This Complaints Policy becomes effective on June 3, 2026.