This is an English translation provided for convenience. The Czech version of this Complaints Policy is the legally binding one.
Complaints Policy of Edith K s.r.o., registered office Nádražní 75, 691 81 Březí, Czech Republic, Company ID: 07064853, VAT ID: CZ07064853, registered in the Commercial Register kept by the Regional Court in Brno, file No. C 105955 (the “Seller”), for the e-shop www.osme.cz.
1. General provisions
1.1. This Complaints Policy governs the procedure for exercising rights arising from defective performance (claims) and is drawn up in accordance with Act No. 89/2012 Coll., the Czech Civil Code, and Act No. 634/1992 Coll., on Consumer Protection.
1.2. It applies to goods purchased in the e-shop www.osme.cz by a Buyer who is a consumer.
2. Quality on receipt and warranty period
2.1. The Seller is liable to the Buyer that the goods are free from defects on receipt — in particular that they correspond to the agreed description, kind, quantity and quality, and that they are fit for the purpose for which goods of this kind are usually used.
2.2. The Buyer may complain about a defect that appears within two years of receipt. If a defect appears within one year of receipt, the goods are deemed to have been defective on receipt, unless the nature of the goods or the defect excludes this.
2.3. Liability for defects does not cover normal wear and tear, defects caused by improper storage (e.g. exposure to direct sunlight or high temperatures), improper use, or mechanical damage caused by the Buyer. For perfumes, a natural change in the shade or intensity of the fragrance over time after opening is not a defect.
3. Making a claim
3.1. Claims can be made by e-mail at info@osme.cz or in writing to Edith K s.r.o., Nádražní 75, 691 81 Březí, Czech Republic. Phone enquiries: +420 725 560 016.
3.2. Please state: the order number, a description of the defect and how it manifests itself, and your preferred way of settling the claim. Send the claimed goods to the Seller’s registered office (not cash on delivery).
3.3. The Seller will issue a written confirmation (by e-mail) stating the date of the claim, its content and the requested method of settlement.
4. Settlement of the claim
4.1. The claim, including removal of the defect, must be settled and the Buyer informed no later than 30 days from the date the claim was made, unless a longer period is agreed. If this period expires in vain, it is considered a material breach of contract and the Buyer may withdraw from the contract.
4.2. If the goods are defective, the Buyer may demand removal of the defect — delivery of new goods without the defect, or repair. If this is impossible or disproportionate, the Buyer may demand a reasonable discount on the purchase price or withdraw from the contract (in particular if the Seller fails to remove the defect within a reasonable time, the defect appears repeatedly, or it constitutes a material breach of contract).
4.3. In the case of a justified claim, the Buyer is entitled to reimbursement of the costs reasonably incurred in making the claim (in particular postage).
4.4. In the case of withdrawal or a price discount, the Seller will refund the relevant amount within 14 days, using the same payment method by which the payment was received, unless agreed otherwise.
5. Out-of-court dispute resolution
5.1. If no agreement is reached, the Buyer may contact the Czech Trade Inspection Authority (adr.coi.cz) as the body for out-of-court resolution of consumer disputes, or the EU online dispute resolution platform (ec.europa.eu/consumers/odr).
This Complaints Policy takes effect on 23 July 2026.