Warranty & Complaints Policy

1. Introduction

RenKet Holdings s.r.o. is committed to supplying authentic, quality products and providing fair support when customers experience product-related concerns.

This Warranty & Complaints Policy explains how customers can submit complaints, how claims are reviewed, and the remedies available where products do not meet applicable quality standards.

This policy applies to products purchased through www.renket.org.

2. Product Quality Commitment

RenKet Holdings s.r.o. works with trusted suppliers and partners to provide genuine products that meet applicable quality requirements.

We are committed to ensuring that products supplied to customers:

• Match their description.
• Are authentic.
• Meet applicable safety and quality standards.
• Are suitable for normal intended use.

3. Legal Consumer Guarantee

Consumers are protected by applicable consumer protection laws regarding defective, damaged, or non-conforming products.

Nothing in this policy limits any mandatory rights granted to consumers under applicable legislation.

Where required by law, customers may request appropriate remedies when products:

• Have manufacturing defects.
• Do not correspond with their description.
• Are delivered damaged.
• Do not meet legally required quality standards.

4. Product Warranty

Where a manufacturer provides an additional warranty or guarantee, the applicable warranty terms may apply.

Manufacturer warranties may include:

• Specific warranty periods.
• Conditions of use.
• Repair or replacement procedures.

Details will be provided where applicable.

5. What Is Not Covered

Warranty and complaint claims generally do not cover issues caused by:

• Incorrect use of products.
• Failure to follow manufacturer instructions.
• Improper storage.
• Accidental damage.
• Normal wear and tear.
• Modification or alteration of products.
• Allergic reactions where ingredients were correctly disclosed.

For beauty and skincare products, customers should review ingredients before use and consider personal sensitivities.

6. Cosmetic and Beauty Product Considerations

Beauty products may produce different results depending on:

• Individual skin type.
• Personal sensitivity.
• Environmental conditions.
• Method of use.

Differences in personal results do not automatically indicate a product defect.

A product complaint may be considered where there is evidence of:

• Incorrect product supplied.
• Damaged packaging affecting product integrity.
• Manufacturing issue.
• Expired or compromised product.

7. Submitting a Complaint

Customers should contact RenKet Holdings s.r.o. as soon as possible after identifying an issue.

Complaints can be submitted through:

Email: info@renket.org

or through:

• Website chatbot
• WhatsApp customer support

Customers should provide:

• Full name.
• Order number.
• Product details.
• Date of purchase.
• Description of the problem.
• Photographs or supporting evidence where relevant.

8. Complaint Review Process

After receiving a complaint, RenKet Holdings s.r.o. will:

1. Confirm receipt of the complaint.
2. Review the information provided.
3. Request additional information if necessary.
4. Assess whether the issue qualifies under applicable consumer rights.
5. Provide a proposed resolution.

Resolutions may include:

• Replacement.
• Refund.
• Price adjustment where appropriate.
• Other suitable remedy.

9. Inspection and Verification

To assess certain complaints, RenKet Holdings s.r.o. may require:

• Photos of the product.
• Packaging information.
• Batch numbers.
• Additional product details.

In some cases, customers may be requested to return the product for inspection.

10. Counterfeit and Authenticity Protection

RenKet Holdings s.r.o. guarantees that products sold through our official channels are genuine.

Customers who believe they have received a counterfeit or unauthorized product should contact us immediately.

We take authenticity concerns seriously and will investigate such claims.

11. Manufacturer and Supplier Cooperation

Where appropriate, RenKet Holdings s.r.o. may cooperate with:

• Manufacturers.
• Authorized distributors.
• Brand partners.

This allows us to properly investigate product quality concerns and provide accurate solutions.

12. Response Times

We aim to respond to complaints within a reasonable timeframe.

The time required to resolve a complaint may depend on:

• Complexity of the issue.
• Need for product inspection.
• Manufacturer feedback.
• Shipping circumstances.

13. International Customer Complaints

For customers outside the Czech Republic:

• Local import rules may apply.
• Shipping and inspection procedures may take additional time.
• Customs requirements may affect return procedures.

RenKet Holdings s.r.o. will make reasonable efforts to assist international customers.

14. Contact Information

RenKet Holdings s.r.o.

Primátorská 296/38
Libeň
180 00 Prague 8
Czech Republic

Email: info@renket.org

Customer support:

• Website chatbot
• WhatsApp communication channel