Complaint, claim for goods replacement

The customer always comes first for us. We strive to ensure your satisfaction in every aspect. We aim to meet you halfway, even in less pleasant situations. For this reason, we have prepared some valuable information for you to use in the most common complaint scenarios, such as goods replacement or return.

Quick navigation:

• Didn't find what you expected in your parcel?
• How to return goods?
• Do you wish to exchange goods?
• How to proceed when making a complaint?

Have you received damaged goods?

When receiving goods, please carefully inspect the condition of the parcel. If the parcel appears damaged, do not accept it and notify us immediately.

If the goods inside are damaged (even though the packaging is intact), please first contact our complaints department or the relevant courier:

Czech Post: Report in person on the day of delivery

PPL: Report within 3 working days at +420 844 775 775

DPD: Report within 2 working days at +420 841 700 700

GLS: Report within 2 working days at +420 840 123 456 or +420 567 77 11 44

Please take photographs documenting the damaged goods for the fastest and smoothest complaint procedure.

Send the goods for a claim to the following address:
Vitalvibe s.r.o. – Reklamace
Pindula 28, Lelekovice, 66431, Brno-venkov, Czech Republic

Phone.: +420 777 156 677 (for courier purposes only –⁠⁠⁠⁠⁠⁠ not for complaint inquiries)

DIDN'T FIND WHAT YOU EXPECTED IN YOUR PARCEL?

Our parcels are prepared by human beings, and human beings can make mistakes. If this happens, we will do everything possible to rectify the situation. In case something is missing, incorrect, or redundant in your parcel, please contact us.

Do you want to return goods?

As a consumer, under Article 53, Section 7 of the Civil Code, you have the right to return goods purchased via our e-shop without providing a reason, within 14 calendar days of receiving the goods. This right also applies if you pick up the goods in person, even though the purchase was made online.

The right to withdraw from the contract of sale within 14 days, meaning to return goods, applies only to consumers. This right does not apply if the purchase was made as part of a business or commercial transaction (i.e., if a business registration number appears on the invoice).

How to return goods?

• Fill in the "Withdrawal from the Contract of Sale within 14 Days" form – Vitalvibe.doc
• Please pack the goods thoroughly as not to be damaged during shipping.
• If possible, return the goods in their original condition to avoid any reduction in the refund due to the cost of restoring them.
• Please pack the goods securely to prevent damage during transit.
• Send the goods, along with the withdrawal form, to the following address:

Wellpack s.r.o. – Vratka
Logistický areál P3, Hala DC06, Nehvizdy 1100, Nehvizdy 250 81

Phone: +420 604 243 339 (for courier purposes only –⁠⁠⁠⁠⁠⁠ not for complaint inquiries)

• Do not return goods by cash on delivery. We will not accept any parcels sent this way.

• You may also return goods in person at the above address, but only after prior arrangement.

• Once we receive the goods, we will refund the value of the returned items. You will receive the refund either by bank transfer or a discount voucher for use in our e-shop, corresponding to the value of the returned goods. Cash refunds by postal order are not possible.

Do you wish to exchange goods?

If you wish to exchange goods for a different product, flavour, package, etc., we are happy to assist. Please use the contact form to provide details of your desired exchange. Then pack the goods and send them to the following address:

Wellpack s.r.o. – Vratka
Logistický areál P3, Hala DC06, Nehvizdy 1100, Nehvizdy 250 81

Phone: +420 604 243 339  (for courier purposes only –⁠⁠⁠⁠⁠⁠ not for complaint inquiries)

After receiving the goods and confirming the arrangement, we will send you the new items. Shipping costs will be charged according to our current price list. You can also exchange goods in person at our shop (see the delivery address), by prior arrangement.

Do you need to make a complaint?

Each package of food, special-purpose nutrition, and dietary supplements will display a minimum expiration date.

Complaints can only be submitted within the warranty period. The warranty applies only to goods that have been properly ordered and paid for.

How to proceed while making a complaint?

• Use the contact form (select "Complaints and Orders"), fill in your contact details, order number, and describe the nature of the complaint. Attach the completed Complaint Sheet and send it with your form.
• To apply for a warranty, you must provide a copy of the tax document (deposit invoice or final invoice) or the warranty card if included in the order. Without these documents, the warranty claim cannot be processed. The burden of proof lies with the buyer.
• The goods must be returned in the same condition as received from the seller. For hygienic reasons, we will only accept goods that are properly cleaned.
• The warranty does not cover damage or excessive wear, defects caused by improper use, mishandling, failure to follow the instructions, or force majeure.
• Once you submit the contact form, we will get in touch regarding the next steps as soon as possible. Please note that the seller always decides how to proceed with complaints during the warranty period.
• Before sending any goods under complaint to our address, always make arrangements with our complaints department. Shipping costs will be reimbursed only in the case of a legitimate complaint, and only upon presentation of proof (e.g. shipping receipt).
• We will process consumer complaints within the statutory 30-day period. For wholesale customer complaints, where no specific timeframe is provided by commercial law, we will endeavour to resolve the issue as quickly as possible.

Send the goods for a claim to the following address:
Vitalvibe s.r.o. – Reklamace
Pindula 28, Lelekovice, 66431, Brno-venkov, Czech Republic

Phone.: +420 777 156 677 (for courier purposes only –⁠⁠⁠⁠⁠⁠ not for complaint inquiries)