1. When a complaint can be submitted
The customer may submit a complaint regarding product defects in line with the applicable law.
This mainly covers damaged deliveries, goods defects, or mismatch between the order and delivered items.
legal
Complaints & Returns
Working version of the complaints policy for WeStřik 2.0. Real claim handling processes and the final contact point must be added before publishing.
TODO: confirm the claims workflow, owner, response times, and support channel.
2. How to submit a complaint
Complaints will be submitted electronically or through another designated support channel. TODO: add the final email address or form.
Customers should include the order number, defect description, and ideally photo documentation.
3. Complaint handling
Complaints will be handled without undue delay within the legal or previously communicated time frame.
TODO: confirm the exact internal SLA, responsible owner, and connection to the Shopify order workflow.