Complaints Policy.

Complaints Policy

This Complaints Policy governs the rights arising from defective performance for goods purchased in the formion.art e-shop.

1. Scope of Liability and Warranty Period

1.1. The Seller is responsible for ensuring that the goods are free from defects upon receipt.

1.2. The warranty period for a Buyer who is a consumer is 24 months from the receipt of the goods. For a Buyer who is a business entity (B2B), the warranty period is reduced to 12 months.

2. Specifics of Handmade and Custom Production (What does not constitute a defect)

2.1. Goods produced in the formion.art workshop use natural materials and handcrafting techniques. Characteristics arising from the nature of these materials and processes cannot be considered defects, particularly:

• Natural variations in the color, grain, and texture of wood or other natural materials.

• The presence of natural knots, minor cracks, or the natural shrinkage and swelling of wood due to changes in humidity.

• Minor asymmetries and variations resulting exclusively from the process of manual craft or artistic production.

• Minor color deviations of the physical product compared to its visualization on a digital monitor (caused by display calibration).

2.2. Furthermore, the warranty does not cover defects caused by mechanical damage by the Buyer, improper maintenance, or placement in unsuitable climatic conditions.

3. Filing and Handling a Complaint

3.1. The Buyer should file a complaint without undue delay by email to support@metaversemedia.cz or in writing to the registered office address. A description of the defect and a proof of purchase (or other evidence of purchase) must be attached to the complaint.

3.2. The Seller will issue the Buyer (consumer) a written confirmation of the filed complaint (complaints protocol).

3.3. A consumer's complaint will be handled without undue delay, no later than 30 days from the date it was filed.

3.4. In the event of a justified complaint, the Buyer has the right to the free removal of the defect (repair), or the delivery of new goods or a part thereof. If this is not possible or disproportionately expensive, the Buyer has the right to a reasonable discount or to withdraw from the Contract. In the case of a justified complaint, the Seller covers the purposefully incurred costs for transporting the goods for the complaint.