1. We provide our customers with a standard warranty period of 24 months, which starts from the moment the goods are received by the buyer, except for cases mentioned in Art. V, Sec. 1 of this complaint procedure.
2. This warranty period may be longer/shorter depending on the expiration date indicated on the product packaging. The warranty period is then limited to the expiration date. The expiration date is most commonly marked on the packaging as “consume by/best before” or “minimum durability date”. The expiration date does not need to be marked on the packaging in case its minimum durability exceeds 30 months.
3. In the event of a product complaint, the warranty period is automatically extended by the duration of the complaint process.
4. In the case of handling a complaint by exchanging the goods for a new item, the original warranty period continues.

1. The customer has the right to claim the goods if they are received in contradiction to the purchase agreement, or if during the product's warranty period, circumstances arise that prevent its usual use.
2. The customer is obliged to inspect the goods upon their receipt to detect any defects or damage. If any are found, they must be immediately reported to the seller.
3. In case the buyer receives the shipment from the carrier or at the pick-up point of an intermediary (not the seller), the buyer is obliged to check the integrity of the shipment's packaging and, in case of any defects, immediately report this to the carrier or the intermediary, as per the e-shop's terms and conditions.
4. In case of finding violations of the transport packaging indicating unauthorized entry or damage to the shipment, the customer is not obliged (we recommend!) to accept the shipment from the carrier. Such a refused shipment will be returned to the seller, who will at their expense dispatch replacement products as soon as possible.

1. We recommend that customers first contact us by phone or email at our contact details, where we will try to find the most optimal solution to your problem:
   • Company email: info@megbrand.com
   • Phone: + 420 774 444 104
2. The claimed goods can also be directly sent to the seller, as a package without cash on delivery, along with a cover letter containing a brief statement of the reasons for the claim, to the seller's warehouse address: Libušina 514/34, Karlovy Vary 360 01;
3. To make a claim, it is necessary to attach the original or a copy of the cash receipt, claim protocol, or invoice. In extreme cases, just the order number can be used, and the seller can search for the document themselves.
4. To make a claim, it is necessary for the customer to provide contact details (name, surname, phone number, email, ideally also an account number for the refund of the purchase price in case the claim is accepted).
5. Send photographs of the claimed goods to the company email: info@megbrand.com

1. The seller informs the customer about the method of evaluating the claim within 3 working days of receiving the claim and confirms the receipt of the claimed goods.
2. The seller has 30 days to assess and resolve the claim.
3. The seller informs the customer about the resolution of the claim by phone or electronically at the provided contact details immediately after evaluating the claim.
4. The seller may replace or repair the claimed goods. If this is not possible, the seller may proportionally reduce the price of the goods considering the damage, or refund the amount for which the goods were purchased, via bank transfer, or, upon agreement, in cash or as a voucher.
5. If the seller fails to assess the claim within the legal deadline of 30 days, the customer has the right to a new product or a refund of the amount for which the goods were purchased.
6. If the claim is acknowledged as justified, the customer is entitled to reimbursement of reasonably incurred transportation costs associated with filing the claim, in the usual amount for shipping similar parcels.

1. The seller states that the following goods cannot be claimed:
   • goods with an expired or limited consumption or use date, if this fact was known to the customer at the time of purchase;
   • used cosmetic products and dietary supplements without obvious defects cannot be returned for hygienic reasons;
   • goods whose defect was caused by normal wear and tear;
   • goods that have been damaged due to the customer's incorrect use, storage, maintenance, or mechanical damage to the goods;
   • goods that have been damaged due to external events beyond the influence of the seller.

This complaint procedure is valid and effective from August 28, 2022.