Claims for goods

This article is to guide you through the MALL complaints process.
Complaints are one of the most negative situations that can affect the customer experience. This process is set up to be handled in the best way possible and leave the customer with an overall good memory.

Steps in the claim process

Receipt from the customer

If the customer complains about the goods, he/she usually contacts MALL / Mimovrste, who is listed as the seller. If this happens, the customer sends the goods to our company's warehouse. There, the goods are checked and the complaint report is checked, which contains the following information:

• claim number (starts with the number series 2600*)
• date of receipt of the claim in MALL / Mimovste
• details of the complainant = customer
• the subject of the complaint (always for 1 piece of goods). In case the customer is claiming e.g. 4pcs of goods, there must always be 4 claim reports attached.
• type and description of the defect - this describes the defect of the goods or other requirements from the customer
• the contents of the package - what is included in the package of the claimed goods
• the condition of the goods on receipt and a note - any visible defects in the goods on receipt of the claim should be recorded here

The customer can also contact the partner directly, who handles the complaint as if they were handling a complaint in their own e-shop. If the result is a refund to the customer, a credit note must be issued to MALL and we will then issue a credit note to the customer.

You can see what the complaint protocol looks like here.

The following points in the protocol are intended exclusively for the Internet Mall

• In case of irreparable goods I demand:
  • the customer can choose the form of refund
  • the customer may request an exchange for new goods
    • Satisfying this step of the customer is possible in two ways:
      • the partner manages to deliver the new piece to us as part of the claim process within the legal timeframe against the customer, at which point the claim would be settled by replacing the new piece and the customer's original warranty period would run
      • the partner fails to deliver the new piece within the time limit specified in the GTC, the customer is refunded and a new order for a new piece can be created. At this point, the customer is entitled to a new warranty period.
• I demand a settled complaint:
  • the place where the customer wishes to send the settled complaint

Goods up to CZK 500 incl. VAT, which is claimed, is solved by returning the money to the customer.
We will send you the claimed goods together with other Withdrawals from purchase contracts specially marked as "Acknowledged Claim" with a request for a credit note.
Please do not reply to this e-mail and send us a credit note to e-mail. urgence_mp@mall.cz, for SI and HR reklamacije@mimovrste.si.

Goods up to CZK 200 incl. VAT, which is claimed, is solved by returning the money to the customer.
MALL is not obliged to return these goods to you and the partner issues a corrective tax document for these goods.

Partners always send the resolved complaint to the address of the Internet Mall complaints department:

Internet Mall - Complaints Department for CZ, SK, PL, HU
Logistics centre MALL CZ
Prologis Park Jirny, Hall DC5, ramp 79
Poděbradská 771
25090 Jirny
tel: 739 542 848 (contact for the driver)

Mimovrste - Complaints Department for SI
Out-of-breath doo
Return department
Pod Lipami 1
1218 Komenda
Republic of Slovenia

For SI and HR, the goods claimed are taken to the Slovenian department and if the partner is from SI or HR, the goods are sent to their warehouse.
If the partner is CZ, SK, PL or HU, the goods are sent to the CZ complaints department twice a week and then sent to the partner's warehouse.

WARNING:
The time limit for CZ to settle a complaint is 30 days by law.
In Slovenia, there is a 45-day time limit for complaints. There are 24 days to settle a claim due to a hidden defect/material shortage (8 days for assessment, 8 days in the workshop, 8 days for verdict).

It starts on the day following the day on which the claim is made at the branch.
In the case of its dispatch by the customer to the address of the Complaints Department, the commencement date is the day following its receipt at the Distribution Centre in Jirnech. This date is also binding for you as our partner, i.e. the time limit does not start until the date of receipt of the shipment by you (GTC Art. 7.5).

In the case of shipment directly to your warehouse, the time limit does not start to run until receipt at your address today (GTC Art. 7.4).

Processing on Complaints Department in the Distribution Centre

At the claims department, claims are queued for processing from the oldest.
If the customer has sent the claimed goods directly to the address of the Distribution Centre, the claim report is drawn up in the same way as in the case of a claim filed at the branch. from the information on the customer's cover letter.

During the processing of the claim, the goods are again quickly checked and the customer's request is evaluated. Defects, unless they are obviously the customer's fault, will be assessed by our partner as an expert in his goods. We process the goods in the system and physically hand over the claim for packing and subsequent transport partner.

Send to supplier

We securely pack each claim in our company boxes (MALL / Mimovrste) and tape them with company tape. We then hand over to dispatch, which uses up the capacity of the carriers at regular intervals.
Within the Czech Republic, parcels are delivered to partners' addresses on a daily basis.
Packages for the countries CZ, SK and PL are delivered from Slovenia to Jirny twice a week and then to the addresses of the partners.
SI and HR packages are delivered from the Slovenian claims department directly to the partners.

We do not give advance notice when sending a claim to our partners.

We expect you to always be prepared to resolve customer complaints to the customer's satisfaction.

Goods up to CZK 500 incl. We send you, together with other Withdrawals from purchase contracts specially marked as Complaints, with a description of the defect and a request for a credit note.

Supplier (partner) requirements

We expect that all possible complaints will be settled by you within the specified time limits according to the Terms and Conditions (T&C) of MALL Group and MALL Partner.
We believe that it is in your interest to treat the complaint in the same way as if the customer had complained directly to you - a B2C relationship subject to the Civil Code. https://www.zakonyprolidi.cz/cs/2012-89.

The MP partner, who has a CU Shop_ID, is obliged to accept the provisions of Section 2161 of the CC, which stipulates the obligation of the seller of goods over the Internet to accept a so-called "hidden defect" that has manifested itself within 6 months of the sale. In such a case, it is up to the seller to prove that the goods did not exhibit such a defect at the time of delivery. In such cases, the MP partner is obliged to accept the Internet Mall's position or to duly refute it within the limits of the law.

the complaint is settled by the partner (repaired, replaced with a new piece, rejected) and the goods are returned to the customer

• Partners settled complaint always sent to the address of the MALL / Mimovrste claims department or to the customer's address if the claim is made directly with the partner
  • At the moment, we require claims to be sent back to the customer via our head office within 14 days. If we do not have information about the settlement of the claim, we will consider it as unresolved, on the 15th day after the claim is delivered to you, we will close the claim by issuing a credit note to the customer and we will claim the amount from you.
• Complaints must include a service certificate/professional assessment.
  • In the event of a rejection of a claim, it is essential to properly describe the reason for the rejection so that the reasoning will stand up in any court case. The absence of this justification may lead to a legitimate claim by Internet Mall to cover the costs of the proceedings and possibly a fine by the CTIA.

The address for sending a settled complaint is:

Internet Mall - Complaints Department for CZ, SK, PL, HU
Logistics centre MALL CZ
Prologis Park Jirny, Hall DC5, ramp 79
Poděbradská 771
25090 Jirny
tel: 739 542 848 (contact for the driver)

Mimovrste - Complaints Department for SI
Out-of-breath doo
Return department
Pod Lipami 1
1218 Komenda
Republic of Slovenia

the complaint is settled by the partner - by refunding the money

• You can send us an email to urgence_mp@mall.cz / for SI reklamacije@mimovste.si the decision to terminate the claim by refunding the money, at the same time agreeing with us to issue a corrective tax document (credit note) identifying the claim number and then we return the funds to the customer.

Complaints not settled by the partner within the time limit set

• In the event of your failure to comply with the time limit set out in the GTC, we will contact you directly and issue a correcting tax document to claim.

repeated complaints

• Repeated claims may occur during the product warranty period.
  In this case, we follow the principle of "3 equal/4 different claims" and expect you to accept our position towards the customer.
• there is no maximum limit on the number of claims for Slovenian shipments

In the case of a request to pick up the claimed goods directly from the customer (it may relate to excessive goods, dangerous substances, etc.), the process of resolving the claim is identical to the procedures described above.

In the event that the customer claims the goods directly from you, such claim must be resolved in the same way as if it were your own customer, including the return of the goods directly to the customer within the time limits set by the relevant legislation.
Please inform our claims department by e-mail about the receipt, progress and settlement of the claim: reklamace_mp@mall.cz / for SI reklamacije@mimovste.si.
If the claim would be terminated by a decision to refund the customer, follow the "the complaint is settled by the partner - refund" described above.

In case you have any further questions, you can contact us via Help Centre.