1. Introduction and Scope

This Policy for Returns of Goods (hereinafter referred to as the "Policy") governs the conditions and procedures for returning products purchased from Lékárna Bílina s.r.o. (hereinafter referred to as the "Seller" or "Lékárna Bílina"), operating at the site Lékárna Bílina in Česko. This Policy is in accordance with Czech legal regulations, particularly the Civil Code (Občanský zákoník) and the Consumer Protection Act (Zákon o ochraně spotřebitele).

This Policy applies to all consumers (hereinafter referred to as the "Customer") who purchase goods from Lékárna Bílina, whether through our physical store or via our online shop (if applicable). For goods purchased online, this Policy supplements and does not replace the general terms and conditions of sale.

It is important for the Customer to understand their rights and obligations regarding product returns. We strive to make the return process as smooth and transparent as possible.

2. General Principles of Returns

Lékárna Bílina adheres to the legal framework concerning product returns. The primary distinction in return rights is based on whether the purchase was made by a consumer or a business entity, and whether the goods were purchased online or in a physical store.

For Consumers (purchases made for personal use):

• Withdrawal from Contract (Online Purchases): Consumers have the right to withdraw from a contract concluded remotely (e.g., via an online shop) without giving any reason and without any penalty within 14 days from the date of receipt of the goods. This right is regulated by § 1829 and subsequent sections of the Civil Code.
• Returns for Goods Purchased in Physical Store: For goods purchased directly in our physical pharmacy, the return is generally subject to the Seller's discretion and goodwill, as there is no statutory right of withdrawal for purchases made in a brick-and-mortar store. However, Lékárna Bílina may offer returns under specific conditions, which will be clearly communicated at the point of sale or in our general terms and conditions.

For Business Entities (purchases made for business purposes):

Business entities generally do not have the statutory right to withdraw from a contract or return goods unless otherwise agreed upon in writing or stipulated in the specific terms of sale.

3. Withdrawal from Contract for Online Purchases (Consumer Right)

As a consumer, you have the right to withdraw from the contract of sale without stating a reason within 14 days of the day you, or a designated third party other than the carrier, took possession of the last item of the order. If the contract is for the regular delivery of goods over a period, this period begins on the day you, or a designated third party other than the carrier, took possession of the first item.

3.1. How to Exercise the Right of Withdrawal

To exercise your right of withdrawal, you must inform Lékárna Bílina s.r.o. of your decision to withdraw from the contract by means of an unambiguous statement. You can do this in several ways:

• By Email: Send an email to [email protected] clearly stating your intention to withdraw. Please include your order number, full name, and contact details.
• By Post: Send a written notice to our registered address: Lékárna Bílina s.r.o., [Insert Full Registered Address Here if different from physical store, otherwise state physical store address for clarity], Česko. We recommend using a trackable postal service.
• Using a Model Withdrawal Form: You may use the model withdrawal form provided by the Seller. While not mandatory, using this form can help ensure all necessary information is included. A model withdrawal form can be downloaded from our website [if applicable, provide a link] or requested from our customer service via email or phone.

It is recommended to keep a copy of your withdrawal notification for your records.

3.2. Consequences of Withdrawal

If you withdraw from the contract, we will reimburse you all payments received from you, including the costs of delivery (except for the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence that you have sent the goods back, whichever is the earlier.

3.3. Returning the Goods

You shall send back the goods or hand them over to us or to a person authorized by us to receive them without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

The direct cost of returning the goods will be borne by you. You are responsible for ensuring the goods are returned safely and securely. We recommend using a tracked and insured shipping method.

3.4. Condition of Returned Goods

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. This means you can inspect and test the goods as you would be able to in a shop. If the goods are damaged or used beyond what is necessary for inspection, we reserve the right to reduce the reimbursement accordingly.

3.5. Exceptions to the Right of Withdrawal

Please note that the right of withdrawal does not apply to certain types of goods as stipulated by law. These exceptions typically include:

• The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons if they were unsealed after delivery (e.g., certain personal care products, opened cosmetics).
• The supply of goods which are, after delivery, by reason of their nature, inseparably mixed with other items.
• The supply of digital content which is not supplied on a tangible medium if the performance has begun with the consumer's prior express consent and his acknowledgment that he thereby loses his right of withdrawal.
• Contracts for the provision of services, if the service has been fully performed with your prior express consent and your acknowledgment that you lose your right of withdrawal once the contract has been fully performed.
• Contracts for the supply of foodstuffs, beverages or other goods intended for current consumption in the household supplied by the seller on frequent and regular rounds to your dwelling, place of residence or workplace.

Specific to pharmacies, items dispensed as prescription medicines are generally non-returnable due to strict regulations on pharmaceutical handling and safety. Over-the-counter (OTC) medicines, supplements, and other health products may be returnable if they meet the conditions outlined above and are not subject to the exceptions.

4. Returns for Goods Purchased in a Physical Store

For purchases made directly at our physical location, Lékárna Bílina s.r.o. does not offer a statutory right of return. However, in cases of exceptional circumstances, or for specific product categories where we deem it appropriate, we may offer a return or exchange. Any such return or exchange is at the sole discretion of Lékárna Bílina management.

If you wish to request a return for a product purchased in our store, please bring the product and your original proof of purchase (receipt) to the pharmacy. Our staff will assess the situation and advise you on the possibilities. Conditions for such returns typically include:

• The product must be in its original, unopened, and undamaged packaging.
• The return request must be made within a reasonable timeframe, usually a few days from the purchase.
• The product must not be a prescription medicine or a product that cannot be resold due to hygiene or safety reasons.

Please note that this is a gesture of goodwill and not a legal entitlement.

5. Defective or Non-Conforming Goods

This section deals with situations where the goods you received are defective or do not conform to the contract of sale. In such cases, you have rights under the provisions of warranty for defects, as regulated by the Civil Code (§ 2099 and subsequent sections).

5.1. Rights in Case of Defects

If the goods are found to be defective, you are entitled to request:

• Repair: The seller shall repair the item.
• Replacement: The seller shall replace the item with a new one.
• Reasonable Discount: A reasonable discount on the purchase price.
• Withdrawal from Contract: Withdrawal from the contract (return of the goods and refund of the purchase price).

The choice of remedy generally lies with the customer, unless the chosen remedy is impossible or disproportionately costly compared to the other, or if the seller cannot perform the chosen remedy. If the defect is minor and does not interfere with the use of the product, the customer may not be entitled to withdraw from the contract.

5.2. How to Report Defects

If you receive defective or non-conforming goods, please contact Lékárna Bílina immediately:

• By Phone: +420 417 823 946
• By Email: [email protected]
• In Person: At our physical store at Lékárna Bílina.

Please provide a detailed description of the defect and, if possible, photographic evidence. You will be instructed on how to return the defective goods. The costs of returning defective goods will be borne by the Seller.

5.3. Warranty Period

The warranty period for defects is generally 24 months for new goods sold to consumers, starting from the date of receipt. For goods purchased by business entities, the warranty period may differ and is typically specified in the contract or general terms and conditions.

6. Exclusions and Limitations

This Policy does not cover returns or refunds for:

• Products that have been misused, damaged by the customer, or altered in any way.
• Products that are not in their original packaging, unless the return is due to a defect.
• Products that have expired and are being returned after their expiry date.
• Prescription medications, as per pharmaceutical regulations.
• Products that are explicitly marked as non-returnable.

7. Contact Information

For any questions regarding this Policy or the return process, please do not hesitate to contact us:

Company: Lékárna Bílina s.r.o.

Site: Lékárna Bílina

Address: [Insert Full Physical Store Address Here], Česko

Email: [email protected]

Phone: +420 417 823 946

We are available during our business hours to assist you.

8. Final Provisions

Lékárna Bílina s.r.o. reserves the right to amend this Policy at any time. Any changes will be published on our website and will take effect from the date of publication. Customers are advised to check the Policy periodically for any updates.

This Policy is governed by and construed in accordance with the laws of the Czech Republic. Any disputes arising from or in connection with this Policy shall be subject to the exclusive jurisdiction of the Czech courts.

By proceeding with a purchase from Lékárna Bílina, you acknowledge that you have read, understood, and agree to comply with the terms and conditions of this Policy.

Last updated: [Insert Date of Last Update Here, e.g., 26. října 2023]