Return policy
Complaints Policy
of the homba.store Online Store
1. General Provisions
1.1. This complaints policy regulates the legal relationship between the seller, which is:
Business name: MADlife, s.r.o.
Registered office: Jaurisova 515/4, 140 00 Prague 4, Czech Republic
Registered in the register of the Municipal Court in Prague, File No. C 276476
Company ID: 061 20 407
Bank account: CZ78 2010 0000 0029 0123 2019
The Seller is not a VAT payer /Value Added Tax/
(hereinafter also referred to as “Seller”) and any person who is a buyer of goods or services offered by the Seller in the Seller's Online Store, and who acts as a consumer in accordance with the further provisions of the General Terms and Conditions and relevant laws defining a consumer, in accordance with applicable European legislation.
1.2. Contact for the seller is:
MADlife, s.r.o., Jaurisova 515/4, 140 00 Prague 4, Czech Republic
Email: info@homba.store
Tel. No.: +421 948 368 947
1.3. This Complaints Policy regulates the rights and obligations of the buyer, who is a consumer, when exercising rights arising from defects in goods (products) or services in accordance with a distance purchase contract concluded with the seller through the seller's online store homba.store.
1.4. Buyer is any person (natural or legal) who has completed and sent an order through the Seller's website and has received an email notification of order acceptance and has paid the purchase price. A buyer is also any person who has placed an order by phone or by sending an email.
1.5. A consumer is a Buyer who is a natural person and who, when concluding a purchase contract under this Complaints Policy and the General Terms and Conditions published on the seller's website, does not act within the scope of their business activity.
1.6. This complaints policy governs the legal relations between buyers who are consumers and the seller.
1.7. Legal relations arising from the exercise of rights from liability for defects between the seller and a buyer who is a legal entity or a natural person entrepreneur acting within the scope of their business activity (persons who are not consumers) are governed by the Commercial Code in its valid wording.
1.8. Products are goods or services that are intended for sale and are published in the Seller's Online Store.
1.9. The term "thing" (vec) is, in cases where the nature of the thing within the meaning of this complaints policy allows, identical to the term "goods" (tovar) or "service" (služba).
2. References
2.1. The legal relationship between the Seller and the Buyer (consumer) is governed by the Civil Code in accordance with applicable regulations and regulations related to distance selling.
2.2. The legal relationship between the Seller and the business Buyer is governed by the Commercial Code in its valid wording.
3. Seller's Liability for Product Defects (Goods and Services)
3.1. The Seller is obliged to deliver the item (goods) or service in accordance with the concluded purchase agreement, i.e., in the required quality, quantity, and without defects (factual, legal).
3.2. The Seller is responsible for defects that the sold item or service has at the time of acceptance by the buyer. If these are not used items, the seller is responsible for defects that appear after the acceptance of the item during the warranty period (warranty). We recommend that the buyer notify the seller of defects in goods or services without undue delay. For used items, the seller is not responsible for defects caused by their use or wear and tear. For items sold at a lower price, the seller is not responsible for the defect for which the lower price was agreed.
3.3. The buyer is entitled to inspect the sold item or service before taking possession of it.
4. Warranty Period
4.1. The warranty period is 24 months. For used items, the warranty period is 12 months. Warranty periods begin from the date of acceptance of the item or service by the buyer.
4.2. Unless it concerns perishable goods or used goods, the seller is responsible for defects that occur after the goods are taken over during the warranty period (warranty). The warranty period is 24 months. If a period of use is indicated on the goods sold, their packaging or the instructions attached thereto, the warranty period shall not expire before the end of this period.
4.3. In the case of a used item, the buyer and seller may also agree on a shorter warranty period, but no shorter than 12 months.
4.4. For items intended for long-term use, special regulations stipulate a warranty period longer than 24 months. A warranty period exceeding 24 months may also apply only to a specific part of the item.
4.5. At the buyer's request, the seller is obliged to provide a written warranty (warranty certificate). If the nature of the item allows, a proof of purchase is sufficient instead of a warranty certificate.
4.6. By a declaration in the warranty certificate issued to the buyer or in an advertisement, the seller may provide a warranty exceeding the scope of the warranty established by this law. The seller shall specify the conditions and scope of this warranty in the warranty certificate.
4.7. Warranty periods begin from the date of acceptance of the item by the buyer. If the purchased item is to be put into operation by another entrepreneur than the seller, the warranty period begins only from the date the item is put into operation, provided that the buyer ordered the commissioning no later than three weeks from the acceptance of the item and properly and timely provided the necessary cooperation for the performance of the service.
4.8. If the buyer is not a consumer, the provisions of the Commercial Code apply and the warranty period is 1 year. The warranty period begins to run in accordance with the provisions of Article 4, point 4.1 of this Complaints Policy.
4.9. If an item is exchanged for a new one, the warranty period begins again from the date of acceptance of the new item.
4.10. If a part of a new item is replaced, where the nature of the item allows. The warranty period for the replaced part begins again from the date of acceptance of the new item.
4.11. Rights arising from liability for defects in an item for which a warranty period applies shall expire if they are not exercised within the warranty period.
4.12. The warranty period is extended by the time the goods were under complaint. Rights arising from liability for defects in goods for which a warranty period applies shall expire if they were not claimed within the warranty period.
4.13. If the item is replaced, the warranty period begins again from the date of acceptance of the new item. The same applies if a part for which a warranty was provided is replaced.
5. Procedure for Exercising Rights from Liability for Defects (Complaint)
5.1. The Buyer is entitled to assert rights arising from liability for defects in an item, goods, or service at the address: MADlife, s.r.o., complaints department, Tokajská 11, Košice 040 18, Slovak Republic
The Buyer may always exercise the right to personally submit a complaint at any branch of the company where receiving a complaint is possible given the nature of the item, or at the company's registered office, or through third parties, e.g., transport companies, mail order companies, etc. We recommend that the Buyer use the Complaint Form provided on the homba.store website for submitting a complaint.
When making a complaint, the seller recommends that the buyer enclose the warranty certificate or other proof of payment of the purchase price. The buyer is advised, when claiming a complained item or service, to describe the defect and state how the defect manifests itself.
5.1.1. In the event that the Buyer complains about goods or services in a way other than in person, the seller recommends that the Buyer send the goods along with a detailed description of the defect, and a document proving the purchase of the goods in our store /e.g., proof of payment, invoice, warranty card/, in order to expedite the complaint process.
5.1.2. In case of a complaint, we recommend sending the goods by registered mail. The seller advises not to send goods by cash on delivery, as these will not be accepted by us.
5.1.3. The seller is obliged to issue a confirmation to the consumer upon receipt of a complaint. If a complaint is made through distance communication, the seller is obliged to deliver the confirmation of the complaint to the consumer immediately; if it is not possible to deliver the confirmation immediately, it must be delivered without undue delay, but no later than together with the document of settlement of the complaint; a confirmation of the complaint does not have to be delivered if the consumer has the possibility to prove the complaint by other means.
5.1.4. The seller is obliged to issue a written document about the settlement of the complaint within 30 days from the date of the complaint at the latest.
5.2. The settlement of the complaint does not affect the consumer's right to compensation for damages according to a special regulation.
5.3. The seller is obliged to determine the method of handling the complaint immediately, in complex cases within 3 days from the date of the complaint. In justified cases, especially if a complex technical evaluation of the goods is required, no later than 30 days from the date of the complaint. After determining the method of handling the complaint, the seller will handle the complaint immediately, in justified cases the complaint may be handled later. However, the handling of the complaint must not take longer than 30 days from the date of the complaint. After the expiration of the 30-day period for handling the complaint, the buyer has the right to withdraw from the purchase contract and will be refunded the full amount for the goods or has the right to exchange the goods for new ones.
5.4. If the consumer made a complaint about the product during the first 12 months from the purchase, the seller may only reject the complaint on the basis of an expert assessment; regardless of the outcome of the expert assessment, the consumer cannot be required to pay the costs of the expert assessment or other costs related to the expert assessment. The seller is obliged to provide the consumer with a copy of the expert assessment justifying the rejection of the complaint no later than 14 days from the date of settlement of the complaint.
5.5. If the consumer makes a complaint about the product after 12 months from the purchase and the seller rejects it, the person who handled the complaint is obliged to state in the document of settlement of the complaint to whom the consumer can send the product for expert assessment. If the product is sent for expert assessment to a designated person, the costs of the expert assessment, as well as all other related expediently incurred costs, are borne by the seller regardless of the outcome of the expert assessment. If the consumer proves the seller's responsibility for the defect by means of an expert assessment, they can re-file the complaint; during the expert assessment, the warranty period does not run. The seller is obliged to reimburse the consumer within 14 days from the date of re-filing the complaint for all costs incurred for the expert assessment, as well as all related expediently incurred costs. A re-filed complaint cannot be rejected.
5.6. The consumer has the right to reimbursement of necessary costs (especially postage, which they paid when sending the complained goods), which they incurred in connection with the exercise of legitimate rights from liability for defects in goods and services. In case of withdrawal from the contract due to a defect in the item or service, the consumer also has the right to reimbursement of costs related to this withdrawal.
5.7. Requirements for expert assessment in accordance with point 5.4 of this article:
The expert assessment must contain:
a)identification of the person performing the expert assessment,
b)precise identification of the product being assessed,
c)description of the product's condition,
d)result of the assessment,
e)date of completion of the expert assessment.
5.8. The Seller is obliged to inform the Consumer about the settlement of the complaint and the method of its settlement, in a suitable and demonstrable form, no later than 30 days from the date of the complaint. The Seller is obliged to issue a written document about the settlement of the complaint no later than 30 days from the date of the complaint.
5.9. The settlement of a complaint is considered to be its final resolution. Settlement of a complaint means the conclusion of the complaint procedure by handing over the repaired product to the person who filed the complaint, exchanging the product, refunding the purchase price of the product, paying a reasonable discount from the product price, a written request to take over the performance, or rejecting the complaint in accordance with the conditions stipulated by law.
6. If the nature of the product allows, the consumer hands over the product to the seller (designated person) when making a complaint. If the nature of the product does not allow delivery of the product to the seller (designated person), the consumer may request the removal of the defect at the place where the product is located or agree with the seller (designated person) on the method of transport of the product.
7. The period from the assertion of the right from liability for defects until the time when the buyer was obliged to take over the item after the repair is completed is not counted into the warranty period. The seller is obliged to issue to the buyer a confirmation of when the right was asserted, as well as of the repair performed and its duration.
6. Buyer's Rights when Asserting Rights from Liability for Defects
6.1. If there is a removable defect, the buyer has the right to have it removed free of charge, promptly, and properly. The seller is obliged to remove the defect without undue delay.
6.2. The buyer may, instead of removing the defect, demand an exchange of the item, or, if the defect concerns only a part of the item, an exchange of the part, if this does not incur disproportionate costs for the seller given the price of the goods or the seriousness of the defect.
6.3. The seller may always, instead of removing the defect, exchange the defective item for a flawless one, if this does not cause significant difficulties for the buyer.
6.4. If there is an irreparable defect that prevents the item from being properly used as a defect-free item, the buyer has the right to an exchange of the item or the right to withdraw from the contract. The same rights apply to the buyer if the defects are remediable, but the buyer cannot properly use the item due to repeated occurrence of the defect after repair or due to a larger number of defects.
6.5. In the case of other irreparable defects, the buyer has the right to a reasonable discount from the price of the item.
7. Final Provisions
7.1. The Seller reserves the right to change this Complaints Policy. The obligation to notify changes to the Complaints Policy in writing is fulfilled by publishing it in the Seller's Online Store.
7.2. This Complaints Policy forms an integral part of the General Terms and Conditions and the Principles and Instruction on Personal Data Protection of this online store. The documents - General Terms and Conditions and the Principles and Instruction on Personal Data Protection of this online store are published on the Seller's Online Store domain.
7.3. In the event of a change in the Complaints Policy, the relationship between the Buyer and the Seller shall be governed by the Complaints Policy valid and effective at the time of concluding the Purchase Agreement, until its termination.
7.4. This complaints policy is valid and effective as of its publication in the Seller's Online Store on September 29, 2025.