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Complaints

Even if the defect of the delivered products is minimal, please be assured we will solve the problem immediately and to your satisfaction. It is in our interest to handle everything as quickly as possible, so you do not need to worry about having to wait longer than necessary (we are usually able to have everything resolved within a few days).

When can I file a complaint?

We are liable for defects of the goods at the time of delivery. However, we are not liable for new defects, especially if these were caused by incorrect use of the product. For used goods, we are not liable for errors corresponding to the degree of use or wear and tear that the used goods had on delivery. In case of products with a stated expiration date, we also bear responsibility for the product being suitable for use during this time. Images of goods in our online store are illustrative and do not represent a binding representation of the properties of the goods (the packaging of the goods may differ, for example, due to a change in packaging by the manufacturer).

What are my rights when filing a complaint?

In the event of a defect in the goods, we can jointly agree on compensation.

You are also entitled to demand a remedy of the defect through replacement or repair.

If such remedy is impossible or excessive on our part, you are entitled to demand a discount from the price you have paid. In that case, you shall keep the goods and we will repay you part of its purchase price. If the defect is substantial, you can also withdraw from the contract. In that case, you will send us the goods back and we will reimburse you in the full extent of the purchase price.

How do I file a complaint?

If you decide to file a complaint, send the products to the address: European distribution, logistic and customer service center, Export team s.r.o., Bodická ulica 162/2, Liptovský Mikuláš, 031 01, Slovakia, along with a filled-out complaint form.

We will inform you of the progress of the complaint, in particular of its receipt, acceptance or rejection, via e-mail or text messages. We may also contact you by phone.

We will make a decision regarding your complaint without delay. The processing of the complaint including the remedy of the defect will not exceed 30 days. Otherwise, you shall be entitled to withdraw from the purchase contract. It is necessary for you to provide us with the assistance required to meet the above time limit. In case the parcel arrives damaged or there are items missing, we advise our customers to keep all packaging for at least 5 business days as a proof of the claim: photographic evidence of the damage possibly speeds up the claim resolution.

Contact information

We will be happy to answer all your questions related to the complaint if you contact us at the e-mail address info@mrbacteria.eu or the phone number +421 907 840 000.