DEAR CONSUMERS,

IN THIS SECTION YOU WILL FIND INFORMATION ABOUT THE ACTIONS YOU SHOULD TAKE IN ORDER TO MAKE A COMPLAINT ABOUT GOODS, PURCHASED FROM RETAIL STORES, OPERATED BY CHIPOLINO EOOD’S DISTRIBUTORS.

GENERAL TERMS AND CONDITIONS

The children’s products, manufactured by CHIPOLINO EOOD have a warranty period of two years from the date of their purchase.

When the retailer offers a commercial warranty greater than the statutory two-year warranty for a specific product, at the time of purchase the retailer must provide an assurance thereof in written form or other durable medium available to the Consumer. The commercial warranty does not affect consumer rights and CHIPOLINO EOOD is liable for the lack of conformity of the consumer products with the sales contract.

In case the Consumer finds a non-conformity of the purchased product, he/she has the right to make a complaint within two years from the product purchase or delivery, however, not later than two months from the time when the non-conformity was found.

Upon making a complaint, the Consumer may claim free repair, replacement of the product with another, corresponding to the agreement made in the sales contract, a deduction from the price or a refund of the amount paid.

The retailer is obliged to satisfy a request for cancellation of the contract and to refund the amount paid by the Consumer, when after satisfying three complaints by the Consumer by repairing the same product, within the warranty period there is another occurrence of non-conformity of the product with the sales contract.

When the complaint is satisfied by repairing the product, the performed repairs are reflected in a repair service protocol and/or in the warranty card and the repair period is added to the warranty period.

IMPORTANT INFORMATION ABOUT PRODUCTS UNDER WARRANTY

YOU MUST KEEP THE ORIGINAL STORE RECEIPT AND/OR THE INVOICE ISSUED AT PURCHASE THROUGHOUT THE WHOLE WARRANTY PERIOD.

WHEN DURING THE WARRANTY PERIOD YOU DETECT A NON-CONFORMITY, DEFECT OR PROBLEM WHILE USING THE PRODUCT, YOU MUST PROVIDE THE STORE RECEIPT AND/OR INVOICE, IN ORDER FOR THE RETAILER OR AN AUTHORIZED PERSON TO RECEIVE AND REGISTER THE COMPLAINT.

WITHOUT A STORE RECEIPT, YOU LOSE YOUR RIGHT TO FREE OF CHARGE WARRANTY SERVICE AND ALL EXPENSES FOR REMEDYING THE NON-CONFORMITY, DEFECT OR PROBLEM, INCLUDING FOR TRANSPORTATION TO A SPECIALIZED SERVICE FACILITY, SHALL BE BORNE BY YOU.

BEFORE MAKING A COMPLAINT, YOU MUST MAKE SURE THAT THE PRODUCT’S WARRANTY PERIOD IS VALID. FOR THIS PURPOSE, IT IS NECESSARY TO CHECK THE PURCHASE DATE ON THE STORE RECEIPT AND / OR INVOICE ISSUED TO YOU AT PRODUCT PURCHASE.

THE CONSUMER CANNOT CLAIM A REFUND OF THE AMOUNT PAID OR REDUCTION OF THE PRICE, WHEN THE RETAILER OFFERS TO REMEDY THE NON-CONFORMITY BY REPAIRING OR REPLACING THE PRODUCT.

THE NUMBER OF DAYS FOR REPAIRING THE PRODUCT IS ADDED TO THE WARRANTY PERIOD.

THE CONSUMER CANNOT CLAIM TERMINATION OF THE SALES CONTRACT, WHEN THE NON-CONFORMITY OF THE PRODUCT WITH THE CONTRACT IS MINOR.

BRINGING THE PRODUCTS INTO CONFORMITY WITH THE SALES CONTRACT IS CARRIED OUT WITHIN ONE MONTH, DEEMED AS FROM THE DATE WHEN THE COMPLAINT WAS MADE. THIS IS THE REGULATORY MAXIMUM PERIOD. CHIPOLINO EOOD HAS MADE ARRANGEMENTS FOR MINIMISING SUCH PERIOD.

BRINGING THE PRODUCTS INTO CONFORMITY WITH THE SALES CONTRACT IS FREE OF CHARGE FOR THE CONSUMER. THE CONSUMER SHALL NOT BE OBLIGATED TO COVER ANY COSTS OF PRODUCT TRANSPORTATION, SPARE PARTS, MATERIALS AND LABOUR, ASSOCIATED WITH THE REPAIR AND WARRANTY SERVICE.

YOU CAN BE INFORMED BY THE RETAILER OR THE MANUFACTURER WHAT OR WHICH PARTS OF THE PRODUCT ARE NOT SUBJECT TO WARRANTY SERVICE.

THE RETAILER IS OBLIGATED TO RECEIVE THE COMPLAINT THROUGHOUT THE BUSINESS HOURS OF THE RETAIL STORE.

CIRCUMSTANCES IN WHICH THE RETAILER OR SERVICE FACILITY HAVE THE RIGHT TO REFUSE WARRANTY SERVICE OF THE PRODUCT:

THE WARRANTY BECOMES VOID AND THE COMPLAINT IS NOT SERVICED FREE OF CHARGE:

YOU HAVE NOT KEPT THE STORE RECEIPT AND /OR INVOICE

THE INSTRUCTIONS FROM THE USER MANUAL WERE NOT FOLLOWED

THE INSTRUCTIONS FOR ASSEMBLY, INSTALLATION AND MAINTENANCE WERE NOT FOLLOWED

THE PRODUCT IS INCORRECTLY OR PARTIALLY ASSEMBLED

THERE ARE SURFACE DAMAGES INCURRED DURING THE USE OF THE PRODUCTS, DURING CARRIAGE, TRANSPORTATION OR STORAGE

THE DAMAGE HAS OCCURRED AS A RESULT OF NEGLIGENT USE, OVERLOADING, STORAGE IN AN UNSUITABLE ENVIRONMENT

THE DAMAGE HAS OCCURRED AS A RESULT OF THE USE OF THE PRODUCT FOR PURPOSES OTHER THAN THE INTENDED ONES - E.G. FOR TESTS, DEMONSTRATIONS, RENTAL, ETC.

THE PRODUCT HAS BEEN REPAIRED IN A SERVICE FACILITY NOT AUTHORIZED BY THE MANUFACTURER, OR BY OTHER PERSONS

THE CONSTRUCTION HAS BEEN CHANGED OR MODIFIED

THE DAMAGE HAS OCCURRED AS A RESULT OF CONSUMER-MOUNTED PARTS AND ACCESSORIES, DIFFERENT FROM THE SPECIFICATION OF THE PRODUCT WHEN SOLD

THE DEFECTS HAVE OCCURRED DUE TO THE INFLUENCE OF EXTERNAL FORCES - NATURAL DISASTERS, BREAKS AFTER IMPACT WITH A HARD OBJECT OR CRASH, INDUSTRIAL FUMES, AGGRESSIVE DETERGENTS, ETC.

CIRCUMSTANCES IN WHICH THE WARRANTY FOR THE PRODUCT IS VALID, BUT FOR SOME PARTS, SUBJECT TO WEAR AND TEAR DURING THE NORMAL OPERATION OF THE PRODUCT, SUCH PARTS AND THEIR REPAIR ARE PAID BY THE CONSUMER

SUCH PARTS ARE:

FOR STROLLERS - UPHOLSTERY, BAG, COVER, CANOPY, TYRES - INNER AND OUTER AND BEARINGS, STORAGE BASKET, RAIN COVER, ZIPPER, SNAP BUTTONS, ACCESSORIES

FOR CAR SEATS - UPHOLSTERY, CANOPY, COVER, ACCESSORIES

FOR SLEEPING AND PLAYING COTS - UPHOLSTERY, MATTRESS, CANOPY, ZIPPER, ACCESSORIES

FOR JUMPER, SWING, ROCKER, WALKER, HIGH CHAIR, HANGING MAT - UPHOLSTERY, ACCESSORIES, BATTERIES AND CHARGERS.

FOR BABY PHONES AND VIDEOPHONES - BATTERIES AND CHARGERS.

FOR CARRY COTS, HARD EXTERIOR STROLLER COTS - UPHOLSTERY, ZIPPER, SNAP BUTTONS, ACCESSORIES

FOR WOODEN COTS - DAMAGED AND INJURED BOARDS, DAMAGE DUE TO NON-COMPLIANCE WITH THE ASSEMBLY INSTRUCTIONS 

FOR TOYS - TYRES, BATTERIES, ACCESSORIES

The Consumer can buy these parts from CHIPOLINO EOOD. For this purpose it is necessary to make an inquiry to the e-mail address service@chipolino.com, indicating the name of the product, brand, model and product number. The Consumer will receive a response in which the price and terms of delivery and/or repair will be specified. 

PROCEDURE FOR MAKING A COMPLAINT ABOUT A PRODUCT,

PURCHASED FROM RETAIL STORES OPERATED BY CHIPOLINO EOOD’S DISTRIBUTORS 

A COMPLAINT IS MADE TO THE RETAILER OR TO A PERSON AUTHORIZED BY THEM. COMPLAINTS ARE RECEIVED THROUGHOUT THE BUSINESS HOURS OF THE RETAIL STORE FROM WHICH THE PRODUCT WAS PURCHASED.

FOR A COMPLAINT TO BE RECEIVED BY THE RETAILER IN THE RETAIL STORE FROM WHICH THE PRODUCT WAS PURCHASED OR BY A PERSON AUTHORIZED BY THEM, YOU MUST:

1.        PRESENT THE STORE RECEIPT /FINANCIAL RECEIPT/ AND / OR INVOICE, issued at the purchase of the product. This is the most important document from which the retailer can make sure that the product is under warranty and that it was purchased from their retail store.

2.        TO PRESENT OTHER DOCUMENTS, if any - for example, protocols, statements, expert opinions, etc., which reflect the non-conformity of the product with the agreement or Your claim in its cause and amount. This will facilitate the retailer's actions on the complaint.

3.        TO STATE TO THE SELLER WHAT IS THE PRODUCT - SUBJECT TO THE COMPLAINT. To explain, show and demonstrate to the retailer what You think is the non-conformity, defect or problem in the use of the product.

4.        TO DELIVER TO THE RETAILER THE OBJECT OF THE COMPLAINT AS А WELL-CLEANED, FULLY-COMPLETED PRODUCT, AS IT WAS PURCHASED.

5.        To state to the retailer the preferred METHOD FOR SATISFACTION OF THE COMPLAINT, respectively the claimed amount.

6.        To state Your geographical address.

7.        To state Your e-mail address.

8.         To state Your contact telephone number.

OBLIGATIONS OF THE RETAILER OR THE PERSON AUTHORIZED BY THEM WHEN RECEIVING A COMPLAINT, TAKING ACTIONS TO REMEDY THE NON-CONFORMITY AND DELIVERING THE PRODUCT TO THE CONSUMER

1.        To receive Your complaint, if it is made in a timely manner, after You have provided the product, the listed documents, Your contact details and have shown and demonstrated the non-conformity, defect or problem in the use of the product.

2.        To maintain a register of the complaints made to them or the persons authorized by them and TO ALWAYS ENTER THE COMPLAINTS MADE BY YOU IN THE REGISTER.

3.        To issue a document to You, containing the following details:

-          date and number under which the claim is entered in the retailer's register

-          the type of the product

-          name and signature of the person who received the complaint

-          contact telephone and / or e-mail-address of the retail store, if necessary

4.        When the retail store has a specialized software product for complaints processing, the retailer provides You with a personal access code and a service card number, through which You can perform an online check for the status of Your complaint.

5.        The retailer is obliged to immediately send the product to a service facility for repairs and remedy of the non-conformity.

6.        The maximum period for remedying the non-conformity is one month, starting from the date when the complaint was made. After the expiration of this period, the Consumer has the right to cancel the contract and to receive a refund of the amount paid or to request a reduction in the price of the product.

7.        After the actions in the service facility are completed, the product is returned to the retailer, who has the obligation to notify You and deliver the product to You. When the retailer notifies You to receive the product within one month, but You receive it later, is not considered a breach.

8.        When the retailer satisfies the complaint, they issue a statement for satisfaction of the complaint, which is prepared in two copies, one of which must be delivered to You together with the product.

9.        The Consumer cannot claim a refund of the amount paid or reduction of the price, when the retailer offers to remedy the non-conformity by repairing or replacing the product.

10.    The retailer is obliged to satisfy a request for cancellation of the contract and to refund the amount paid by the Consumer, when after satisfying three complaints by the Consumer by repairing the same product, within the warranty period there is another occurrence of non-conformity of the product with the sales contract.

11.    The Consumer cannot claim termination of the sales contract, when the non-conformity of the product with the contract is minor.