Consumer Protection Policy

1. Introduction

RenKet Holdings s.r.o. is committed to protecting the rights of our customers and ensuring transparent, fair, and responsible business practices.

This Consumer Protection & Right of Withdrawal Policy explains the rights available to customers purchasing products from www.renket.org, including applicable cancellation, return, refund, and complaint procedures.

This policy should be read together with our Terms and Conditions, Returns & Refund Policy, and Privacy Policy.

2. Consumer Protection Principles

RenKet Holdings s.r.o. is committed to:

• Providing accurate product information.
• Supplying authentic and quality products.
• Processing orders fairly and transparently.
• Protecting customer personal information.
• Handling complaints professionally.
• Respecting applicable consumer protection laws.

Customers have the right to receive products that:

• Match their description on our website.
• Are of acceptable quality.
• Are suitable for their intended purpose where applicable.
• Are delivered as agreed.

3. Customer Information Before Purchase

Before completing an order, customers are provided with information regarding:

• Product description and characteristics.
• Total price.
• Applicable delivery costs.
• Available payment methods.
• Delivery options.
• Return and complaint procedures.
• Customer service contact details.

By completing a purchase, customers confirm that they have reviewed and accepted this information.

4. Right of Withdrawal for EU Consumers

Under European Union consumer protection legislation, consumers purchasing online generally have the right to withdraw from a distance contract within 14 days without giving a reason.

The withdrawal period begins:

• On the day the customer, or a person designated by the customer, receives the goods.

To exercise the right of withdrawal, customers must clearly inform RenKet Holdings s.r.o. of their decision before the withdrawal period expires.

Requests can be submitted through:

Email: info@renket.org

or through our website customer support channels.

5. Withdrawal Procedure

To request withdrawal, customers should provide:

• Full name.
• Order number.
• Date of purchase.
• Product(s) being returned.
• Reason for return (optional but helpful).

Customers will receive confirmation of their withdrawal request.

Products should then be returned according to the instructions provided by RenKet Holdings s.r.o.

6. Condition of Returned Products

Returned products must be:

• Unused.
• Unopened.
• In original packaging.
• Complete with all accessories, labels, and documentation.

For health, hygiene, and safety reasons, certain products may not be eligible for return once opened or used.

This includes, where applicable:

• Cosmetics.
• Skincare products.
• Beauty products.
• Personal care products.

This restriction applies where returning the product after opening would make it unsuitable for resale or compromise health protection requirements.

7. Return Shipping Costs

Unless otherwise required by applicable law:

• Customers are responsible for return shipping costs when exercising the right of withdrawal.
• Customers should use a trackable shipping service for returned goods.
• RenKet Holdings s.r.o. is not responsible for products lost during customer-arranged returns.

If a product is defective, damaged, incorrect, or incorrectly supplied, RenKet Holdings s.r.o. will handle the matter according to applicable consumer protection rules.

8. Refund Process

Once returned products are received and inspected, RenKet Holdings s.r.o. will process eligible refunds.

Refunds will include:

• The purchase price of returned products.
• The original standard delivery cost where required by applicable law.

Refunds will not normally include:

• Additional delivery upgrades chosen by the customer.
• Return shipping costs unless legally required.

Refunds will be made using the same payment method used for the original transaction unless another arrangement has been agreed.

9. Refund Timing

Refunds will be processed within the legally required timeframe after:

• Receiving the returned goods; or
• Receiving evidence that the goods have been sent back.

The refund may be delayed until the returned goods are received or proof of return shipment is provided.

10. Products Excluded From Withdrawal Rights

The right of withdrawal may not apply to certain products where permitted by law, including:

• Products that have been opened after delivery and cannot be returned for hygiene or health protection reasons.
• Products that have been used or damaged by the customer.
• Products altered or modified after delivery.

11. Defective or Incorrect Products

If a customer receives:

• A damaged product.
• A defective product.
• An incorrect product.
• A missing item.

The customer should contact RenKet Holdings s.r.o. as soon as possible.

Customers should provide:

• Order number.
• Description of the issue.
• Photographs where relevant.
• Supporting information requested by our customer service team.

We will assess the claim and provide an appropriate solution, which may include:

• Replacement.
• Repair where applicable.
• Refund.
• Other suitable resolution.

12. Product Authenticity Protection

RenKet Holdings s.r.o. guarantees that products supplied through our official channels are authentic and sourced from legitimate suppliers and partners.

We do not sell counterfeit, imitation, or unauthorized products.

Customers are encouraged to purchase only through official RenKet Holdings s.r.o. sales channels.

13. International Consumer Protection

RenKet Holdings s.r.o. supplies products internationally.

Customers outside the European Union acknowledge that:

• Local consumer laws may differ.
• Import regulations vary by country.
• Customs authorities may apply additional requirements.

Where mandatory consumer protection rules apply, RenKet Holdings s.r.o. respects those requirements.

14. Complaints and Customer Support

Customers may contact us regarding complaints, returns, or consumer rights through:

Email: info@renket.org

Website Support: Chatbot and WhatsApp communication channels available through www.renket.org

We aim to review and respond to customer concerns as quickly as reasonably possible.

15. Alternative Dispute Resolution

We encourage customers to contact us directly before pursuing external procedures.

Where applicable, consumers may use recognized alternative dispute resolution mechanisms available under applicable legislation.

16. Updates to This Policy

RenKet Holdings s.r.o. reserves the right to update this policy to reflect changes in:

• Applicable legislation.
• Business practices.
• Customer service procedures.

The latest version published on www.renket.org will apply.