This complaints policy sets out the procedure for complaints about goods and services purchased through the Melodio Foundation.
1. Basic provisions
This complaints policy applies to all products and services offered by the Melodio Foundation, in particular to goods purchased in the e-shop and to participation in events and workshops. The complaints policy complies with the Civil Code and the Consumer Protection Act.
2. Deadline for filing a complaint
The buyer is entitled to file a complaint of a defect in goods within 24 months of receipt of the goods. For services (participation in events), a defect may be complained of without undue delay after its discovery, but no later than 6 months after the provision of the service.
3. Place and method of filing a complaint
You can file a complaint in the following ways:
- By e-mail at: info@melodio.cz
- In writing to: Melodio, nadační fond, [registered office address]
- In person at foundation events, by prior arrangement
In your complaint, please state: your name and contact details, a description of the complained defect, the date of purchase and the order number (if available).
4. Handling of complaints
Complaints will be handled without undue delay, and no later than 30 days from the date of filing. You will be informed of the outcome of the complaint by e-mail or phone. In the case of a justified complaint, you are entitled to have the defect remedied, to a replacement of the goods, to a reasonable discount, or to withdraw from the contract.
5. Returning goods within 14 days
As a consumer, you have the right to withdraw from the contract within 14 days of receipt of the goods without giving a reason. Send the goods back to our address in their original packaging, undamaged and unused. The cost of returning the goods is borne by the buyer. We will refund your money within 14 days of receiving the returned goods.
6. Contact details
Melodio, nadační fond
E-mail: info@melodio.cz
Phone: +420 777 888 999
If your complaint is not handled to your satisfaction, you can contact the Czech Trade Inspection Authority (www.coi.cz).