📋 Complaint Procedure

1. General Provisions

This complaint procedure governs the mutual rights and obligations of the seller and buyer in the exercise of rights arising from defective performance (complaints).

1.1 Seller

ZION TerraNova
E-mail: shop@zionterranova.com
Web: www.zionterranova.com

2. Warranty Conditions

2.1 Warranty Period

• 24 months for consumers (individuals purchasing outside business)
• 12 months for entrepreneurs (legal entities and self-employed)
• The warranty period starts on the day of receipt of goods by the buyer

2.2 Warranty Exclusions

The warranty does not cover defects:

• Caused by improper use or maintenance
• Caused by mechanical damage by the buyer
• Resulting from force majeure
• Caused by unauthorized intervention in the goods
• For used goods marked as "used" or "B-stock"

3. How to File a Complaint

3.1 Methods of Filing Complaints

1. By email: shop@zionterranova.com
2. By form: Fill out the complaint form on our website
3. By mail: Send via registered mail with defect description and copy of purchase receipt

3.2 What to Include in Your Complaint

When filing a complaint, please provide:

• ✅ Order number (e.g., ORD-1736122900-abc)
• ✅ Purchase date
• ✅ Defect description (what exactly doesn't work)
• ✅ Photos of the defect (if visible)
• ✅ Your proposed solution (repair, replacement, refund)
• ✅ Contact details (email, phone)

4. Complaint Processing Deadlines

If we do not process the complaint within 30 days, you have the right to withdraw from the contract or demand a price reduction.

5. Complaint Resolution Options

5.1 According to Law, You Can Request

• 🔧 Defect removal (repair)
• 🔄 Replacement with defect-free goods
• 💰 Reasonable price discount
• 🔙 Withdrawal from contract (refund)

5.2 Refunds

If the complaint is justified and you choose withdrawal from contract:

• We will refund within 7 business days from complaint approval
• Refund via same payment method you used (unless stated otherwise)
• For ZION tokens: refund in CZK at purchase date rate

6. Right of Withdrawal (14 Days)

6.1 How to Withdraw

1. Send us an email to shop@zionterranova.com
2. State the order number and reason for withdrawal (optional)
3. Send the undamaged goods back to our address
4. We will refund within 14 days from goods receipt

6.2 Exceptions (When You Cannot Withdraw)

Right of withdrawal does not apply to:

• ❌ Digital content (ZION tokens, keys) - after wallet delivery
• ❌ Software licenses - after activation
• ❌ Custom-made goods produced specifically for you
• ❌ Sealed goods - after unsealing (health/hygiene reasons)

7. Alternative Dispute Resolution

If we do not agree on a complaint resolution, you have the right to contact an alternative dispute resolution body:

You can also use the EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

8. Contact Information

9. Final Provisions

This complaint procedure is an integral part of the Terms and Conditions. We process customer complaints in accordance with:

• 📜 Act No. 89/2012 Coll., Civil Code
• 📜 Act No. 634/1992 Coll., on Consumer Protection
• 📜 Act No. 121/2000 Coll., Copyright Act (for digital content)