Return of Goods and Complaints

When purchasing remotely (online purchase), the customer has the option to withdraw from the order within fourteen (14) days of purchase or acceptance of the goods, without having to state the reason for their decision. Withdrawal from the order must be submitted in writing via the form available on the company's website. The customer shall be deemed to have given their statement of withdrawal in due time if they send it within the time limit set for withdrawal from the order.

If the customer has already received the goods and withdraws from the order, they shall return them immediately or no later than 14 days after notification to the company or person authorized by the company for the delivery of goods, unless the company offers to pick up the returned goods itself. The customer is considered to have returned the goods on time if they send them before the expiry of the 14-day return period. The customer must return the product to the seller in the condition in which they received the product. The product must not be damaged or used. The direct cost of returning the goods represents the only cost borne by the buyer in connection with the withdrawal from the order. The customer can not claim reimbursement of the additional costs incurred if he explicitly decided on another type of shipment, other than the most cost-effective standard shipment offered by the seller.

In the event of withdrawal from the order, the company will return all payments received no later than in 14 days after receipt of the returned goods. The company shall return the payments to the customer with the same means of payment as used by the customer.

Because we want the withdrawal process to run smoothly, we've put together a short list of things to look out for when buying remotely:

  • Carefully open the packaging and keep it intact until you are completely sure that the product is suitable (please return the undamaged original packaging to us when you return the goods).
  • Be careful not to damage and/or scratch the product, especially products with black surfaces.
  • Be sure to carefully remove any protective foils and materials that may cause damage to the product (especially on dark surfaces).

We guarantee that in the case of normal use or in accordance with the enclosed instructions (in the case of Bokashi Organko 1, Bokashi Organko 2 and Bokashi Organko 2 Ocean), there is no possibility of any defect due to material, properties, operation, shape, nature or any other reason. In the event of a defect in the product or a functional defect of an individual part of the product (tap or lid in the case of Bokashi Organko 1 and pump or cap in the case of Bokashi Organko 2 and Bokashi Organko 2 Ocean), we will replace it free of charge in case of an appropriately submitted complaint. The customer is liable for the reduction in the value of goods if the reduction in value is the result of conduct rather than a defect in material, properties, performance, shape or nature. The customer is not liable for the reduction in the value of goods if the company does not inform him of his right to withdraw from the order.

In cases where the product does not have the properties necessary for its normal use or does not have the properties necessary for the specific use for which the customer bought the product, the customer can report a material defect in the product within two months from the discovery of the alleged defect or within two years from time he received the goods. Complaints can only be made through the form available on the company's website and only if the customer provides the company with all the necessary information and evidence (marked with * in the form) and allows the product to be inspected. In the case of sending goods by post, the shipping costs are borne by the customer. The customer will be notified of the resolution of the complaint within 8 days of receipt of the goods.

The possibility of withdrawal from the contract, the return of goods and submitting complaints is not possible in the following cases:

  • Custom-made products cannot be returned or exchanged, nor can personalized products (such as printed jars) be returned or exchanged. Returns, exchanges or complaints about personalized products are only possible if it is established that a defect has occurred in the manufacturing of the product, which is the fault of the company and not the customer.
  • Goods that are inseparably mixed with other items are not suitable for exchange, return or complaints.
  • Goods with visible traces of use (dust, hair, scratches, stains, dirt) are not suitable for return or exchange due to hygienic reasons.
  • The entire Bokashi Organko 1, Bokashi Organko 2 and Bokashi Organko 2 Ocean product is not the subject of a complaint.
  • The function of the whole product in the case of Bokashi Organko composters (fermentation and formation of fermentation liquid) is not the subject of a complaint.
  • All mechanical damage caused by improper use is not the subject of a complaint. This includes damage or irregularities due to mechanical impacts, where e.g. an external force causes scratching, damage or breakage of the product. Example: if a product falls to the ground and cracks, this is not the subject of a complaint.