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This Complaints Procedure is part hereof. This text is incorporated herein only to facilitate the search for customers of their rights and obligations to which the purchase undertake.

a) General conditions

As in any business, as well as in our e-shop is possible that you may want to advertise the goods purchased. While we strive to sell only products of superior quality, always can appear defective product, and this becomes manifest only after some time. We are certainly ready to up to accommodate the issues and complaints for these cases, the following Legal Notice. All complaints procedure in relation to the consumer shall be governed by the Civil Code.

The warranty shall not apply to supplies of electronic cigarettes - that the atomizer Clearomizer, liquid, cartridges, toners, tanks, spouts and the like. These components are covered only guarantee 14 days from receipt of the goods by the buyer.

The warranty does not cover defects caused by improper or careless handling, editing product, mechanical damage or excessive strain on, eventually. use of goods, which is contrary to the purpose of orders and instructions for its use. Returnable also expires in the event that an error has normal wear and tear, caused by normal use and warranty also does not cover damage caused by natural disaster and the damage to the goods during transport from the seller to the buyer.

b) The obligations of the buyer - claims of defective goods

The buyer is obliged to inspect the goods immediately upon receipt and check whether it is undamaged, complete and no other errors. Seller is not liable for damage to goods during transportation to the customer. Therefore, if the goods are damaged by shipping, the buyer rather carriers report the damage and recover damages from the carrier for such damage fully responsible. Recommended item damaged by carrier not incur and let it return to the address of the seller.

Goods which you advertise, you must return the original packaging, complete, including proof of purchase (invoice), which serves as a warranty. It must also be accompanied by a cover letter describing the claimed defect. The invoice is included with each shipment (the ordered goods), and this serves as a warranty. The seller recommends the use of the letter of complaint, which can be downloaded HERE.

If a customer (buyer) stop buying goods in person, it is understood acceptance of the goods and thus the date of commencement of the warranty period, the moment when the buyer takes over the goods from the carrier.

If the buyer finds any difference between what is stated on the invoice and actually delivered goods (for example, the type or quantity of goods supplied) or if the supply does not get properly completed delivery note or invoice is required immediately (no later than five days) a written message to the address of a seller to issue an invoice. If they do not, he could, that means any complaints will be considered.

c) The discrepancy between the contract of sale and goods

In the event that the matter on receipt by the buyer is not in conformity with the contract (hereinafter referred to as "conflict with the contract"), the buyer has the right to the seller free of charge and without undue delay, said the state corresponding purchase contract, according to requirements by exchanging the buyer, or a correction; there is no such procedure is not possible, the buyer may request a reasonable discount on things or withdraw from the contract. This does not apply if the buyer before the takeover of the conflict with the contract knew or conflict with the contract itself caused.

d) Filing a complaint within the warranty period

Merchandise must be sent to the address Zdenka Chládová, Havlíčkova 842, 584 01 Ledeč nad Sázavou. The package can not be sent by mail order, this will not be taken over by the seller. We recommend insurance package consigned to the claimed goods.

Goods which you advertise, you must return the original packaging, including proof of purchase, which serves as a warranty. It must also be accompanied by a cover letter describing the error. A model complaint letter can be downloaded here.

The buyer is obliged to package accompanied by the following information necessary for the complaint:

a) contact details

b) the name of the claimed product

c) the order number from which the claim applies, or invoice number

d) judgments, but about errors and expressions

The buyer has the possibility of using the letter of dispute.


The processing of claims or withdrawal from the contract, use the following contact information:

Schnella s.r.o.

Melechovská 539

Ledeč nad Sázavou



Mobile: +420608710116


e) The duty of the seller

The claim by the vendor to decide immediately, within 5 working days of receipt of the goods claimed and shall notify the claimant by electronic mail, or by telephone. The seller is obliged to issue a written complaint protocol, which contains information about when the consumer has exercised the right is a claim and further confirmation of the date and method of complaint, including confirmation of Correction and its duration, or a written justification for the rejection of the claim. Seller agrees to maximum eligible complaints resolved next working day after their receipt in exchange of goods "piece by piece".


If it is not possible for objective reasons legitimate claim to solve the next business day after its receipt by the seller, the seller's obligation to reclaim including Deficiency executed without undue delay and no later than 30 days from the date of the claim, unless the parties agree otherwise.


f) Guarantee conditions

The length of warranty is 24 months, if not in detail with particular goods otherwise specified, and starts counting from the date of receipt of the goods by the buyer. Warranty is extended by a period during which the product was in warranty repair. If the exchange of goods "piece by piece", the warranty period shall begin to run again from the receipt of new things.

For consumable goods with limited life such as batteries and evaporators (atomizer and cartomizer other) limited warranty in this case is the provision § 619 paragraph. 1 of Act no. 40/1964 Z.z. (Civil Code), which states that the warranty does not cover wear from normal use case.


Standard 6-month warranty applies to electrical and electronic components - namely batteries, rechargeable adapter, rechargeable housing PCC etc., If the Details otherwise stated. Battery life is set at max. 300 charging cycles.


Seller may, in agreement with the buyer to replace faulty goods and possibly irreparable other goods with the same parameters.


g) Final provisions complaint

If you fulfill the above conditions, we guarantee a maximum speed up the claim and its equipment in the form of exchange of goods or refund.

A complaint can not be applied to the atomizer errors caused by using non-genuine cartridges and e-liquid that the user has purchased elsewhere than from Schnella s.r.o.. The market is also cartridges and e-liquid with aggressive composition that can damage the atomizer. All cartridges and e-liquid sold by Schnella s.r.o. intended to electronic cigarettes sold by the company.