Garantie de satisfaction

We are committed to the highest ethical standards of business and customer protection, represented by our 100% satisfaction guarantee.

We offer a 30-day right of return, referred to as the satisfaction guarantee. The customer (user) can take advantage of the satisfaction guarantee by returning the item-s within 30 days of receiving them. We will refund the customer the full purchase price of the items (excluding delivery and return costs).

Products that have a satisfaction guarantee are visibly marked in the online store. If the customer (buyer) is not satisfied with the purchase, the Seller will fully reimburse the customer (buyer) within 30 days of the guarantee claim being issued. The only cost to the customer (buyer) when a satisfaction guarantee is issued is the cost of returning products to the Seller.

The satisfaction guarantee is valid for 30 days from the date of receiving the order for products. The customer (buyer) must return the unused products to the Seller undamaged, in the original packaging and quantity, and include the packaging of used products, unless they have been destroyed, damaged, lost, or their quantity has decreased without them being used by the customer (buyer).

The satisfaction guarantee only be claimed with the original invoice.

The customer (buyer) cannot claim the satisfaction guarantee more than once annually for the same product. The customer (buyer) can claim three satisfaction guarantees per year for different products.

The Seller ensures that the product will work in accordance with its purpose, if the customer (buyer) follows the instructions. This is the basis for claiming a satisfaction guarantee. For more information about the returns process, please e-mail us at info@ehorti.com.

The customer (buyer) has the right to cancel the sales contract without providing any reason. The cancellation period expires after 30 days from the day on which the customer (buyer) acquires, or a third party other than the carrier and indicated by the customer (buyer) acquires, pyhsical possession of the goods. To exercise their right to cancel, the customer (buyer) has to inform the Seller of the decision to cancel the contract by a clear statement (sent by a letter or e-mail). To meet the cancellation deadline, it is sufficient to send the communication concering the customer’s right to cancel before the cancellation period has expired.

Technical Goods Warranty

The product is covered by the warranty stated in the warranty certificate or the invoice, for the EU the warranty period is 24 months. The seller, upon fulfilling the warranty conditions and within the warranty period, guarantees that the product operates faultlessly. When claiming the warranty, the warranty conditions, as stated in the warranty certificate, apply. The seller guarantees the faultless operation of the product for the warranty period, starting from the time the product is delivered to the buyer. The buyer can claim the warranty with the warranty certificate or the invoice, so they should be saved after receiving the item.

If the product for which the warranty is mandatory does not work flawlessly or does not have the characteristics listed in the warranty certificate or advertising message, the buyer may first request the seller to rectify the defects within the warranty period under the Consumer Protection Act. The seller undertakes to eliminate the defects that may occur during the warranty period at their own expense, within a period not exceeding 45 days, starting from the day they receive the returned item. If the product is not repaired within 45 days, the seller must replace the product with an identical faultless product. If the seller does not repair or replace the item within the deadline, the buyer may withdraw from the contract and demand a full refund.

The warranty takes effect on the day the product is delivered to the customer and applies to defects in the material and workmanship and all parts of the product except any consumable items. The warranty is not valid:

  • With failures because of non-compliance to the instructions for use,
  • In the event of failures because of incorrect installation, storage or maintenance,
  • Mechanical damage to the product caused by the customer and failures in the event of force majeure (voltage surge, lightning strike, etc.),
  • If the product has been tampered with by a customer or other unauthorised person (including unauthorised service technicians),
  • When connected to the wrong voltage or type of current,
  • When using other components that do not originally belong to the product.

In the event of a warranty claim, the seller will check whether there is a defect in the material or the manufacturing of the product, and a warranty repair will be performed upon confirmation. If it is found that the damage or defect resulted from improper use of the product, the claim will be rejected.

Solving clerical errors

An error is considered clerical:

  • if the product is missing an essential characteristic, necessary for its normal use,
  • if the product is missing a characteristic necessary for the use that the customer is purchasing it for and that characteristic is known or should be known to the Seller,
  • if the product does not have the characteristics and qualities that were agreed upon or prescribed,
  • if the Seller has delivered a product that does not match the sample or model, except when the sample or model was shown only for the purpose of a notice.

The customer (buyer) must inform the Seller and exactly describe the issue, no later than 2 months after discovering the error, by contacting info@ehorti.com. The Seller is not accountable for errors that occur 2 years after the purchase of the product. The customer (buyer) must enable the seller to inspect the product.

The customer (buyer) who correctly informed the Seller of the error has the right to demands that the Seller:

  • remedies the error,
  • returns part of the amount paid in proportion to the error,
  • replaces the defective goods with new products,
  • returns the amount paid.

If the existence of the error is not disputable, the Seller must comply with the user’s request as soon as possible and no later than within 14 days.

The seller must reply to the customer (buyer) in writing upon request no later than 8 days after receiving the request, if the existence of a defect is disputable.

Effects of cancellation

If the customer (buyer) cancels the contract, they will be reimbursed for any payments to the Seller, including costs of delivery (except for the supplementary costs arising if they chose a delivery type other than standard delivery). The Seller might make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by the customer.

The Seller will make the reimbursement without undue delay, and not later than:

a) 14 days after the day the Seller receives the returned goods

b) (if earlier) 14 days after the day the customer (buyer) provides evidence that they have returned the goods, or

c) if no goods were supplied, 14 days after the day the Seller is informed of the cancellation.

The Seller will make the reimbursement using the same means of payement as the initial transaction, unless agreed otherwise. The customer (buyer) will not incur any fees as a result of the reimbursement. The seller may withold reimbursement if they have not received the returned goods or have not received evidence that the goods were sent back.

The customer (buyer) has to return the goods not later than 14 days from the day on which the cancellation was communicated. The deadline is met if the customer (buyer) sends the goods back before the period of 14 days expires. The customer (buyer) bears the costs of returning the goods.

The products sent back to the Seller must be returned intact, in their original packaging and in unchanged quantity, except in the event that the products have been damaged, lost, expired or their quantity is not adequate and all this is not the fault of the customer.

The customer (buyer) is liable for any diminished value of the goods resulting from improper handling.

The Seller packages all the products in the delivery box before shipping them. All the products are undamaged before packaging, carefully inspected and in their original packaging.

For returned products, the Seller will, in the shortest time possible, or within a maximum of 14 days from having received the notice of withdrawal from the customer, credit the customer with the sum paid or, in the case of purchase with a gift voucher, the gift certificate of the same value. Any discounts or promotional codes used for the purchase cannot be given to the customer in case of withdrawal. The reimbursement of the amount paid will be made by the seller on the client’s current account. In case of payment with a gift voucher, this will be returned in the form of a credit.

While implementing in good faith, in updating the data on the site it is not possible to exclude any errors. The Seller will undertake to resolve the detected error as quickly as possible. The customer can inform the Seller of any errors by e-mail.

If there were any unjustified costs due to the error, the Seller is obligated to reimburse the customer (buyer) as soon as possible.