The warranty period for goods purchased in the online store www.sonnecrystal.com is 12 months as standard. The warranty period starts with the day the goods are collected over by the customer.
As this is physical, time-consuming, and financially demanding manual work, each product is different and original, so we do not accept complaints about any small differences in products that are in line with the standards of this production.
Goods shipped incomplete or damaged must be reported immediately, but no later than 48 hours after receipt of the shipment by e-mail to firstname.lastname@example.org or by phone on a working day to one of these numbers: +421 918 246 576, +421 915 650 002.
Despite careful packaging, the goods may come damaged, so we recommend that you check it before taking it over. Subsequent claims for incomplete shipments or mechanical damage to the product may be accepted. The buyer has the right not to take over the goods from the carrier upon delivery of another type of goods or in case of delivery of goods contrary to the buyer’s order, in case of delivery of goods in damaged packaging or delivery of goods without relevant tax and sales documents (invoice).
If you want to complain about the purchased goods, please contact us in advance. Send the claimed goods (only after agreement with us) to the address Ondrej Trčan – SONNE CHRYSTAL, Kvetná 669/9, 987 01 Poltár. We recommend that you send the goods as a package by registered mail with the additional service fragile and insured.
You can download the complaint form here.
After receiving the claimed goods, we will contact you immediately by e-mail or telephone, and we will agree with you on a quick resolution of the complaint. If the complaint is accepted, we will exchange the claimed goods piece by piece according to your decision, or we will provide another one that you choose (in the value of the claimed goods), and we also bear the costs of returning it and delivering new goods. Your complaint will be resolved as soon as possible. No later than 30 days from the submission of the complaint and receipt of the claimed goods. We will inform you about the result of the complaint immediately after the end of the complaint procedure by e-mail. The complaint protocol will be delivered to you together with the goods.
The provisions of the Civil Code, Act no. 250/2007 Coll. on consumer protection and Act no. 102/2014 Coll. on consumer protection in the sale of goods or provision of services based, a contract concluded at a distance or a contract concluded outside the premises of the seller and on the amendment of some laws.