Complaints Procedure

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This Complaints Procedure regulates the conditions and method of claiming defects of orthodontic and dental products (hereinafter referred to as "products" or "product") purchased from our company:

‍SvětSvět rovnátek s.r.o., with registered office at Nad Vršovskou hora 1423/10, Michle, 101 00 Prague 10, ID No.: 186 27 218, registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, Insert 1857, telephone: + 420 220 910 920, contact email: info@svetrovnatek.cz (hereinafter referred to as "Svět rovnátek").

1. What product defects are we responsible for?

Svět rovnátek is responsible for ensuring that products are free from defects upon receipt. This means that the products:

• have the characteristics that have been agreed between us, that we describe or that you could have expected in view of the nature of the products or the usual characteristics;
• are in adequate quantities;
• comply with the requirements of the legislation.

2. Instruction on the use of the products

You have been provided with an Instruction Booklet for the Product (the " Instruction Booklet"). You must follow the Instruction Booklet carefully and follow all instructions contained therein.

3. What is the warranty period?

The warranty period is twenty-four (24) months from receipt of the goods, unless a longer warranty period is specified on our website or in the documents accompanying the product.
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If the defect in the product becomes apparent after twelve (12) months, i.e. in the second year of use, it will be up to you as the consumer to provide proof that the goods were defective from the factory.

4. When can the rights arising from defective performance not be exercised?

You are not entitled to the rights of defective performance in the following cases:

1. failure to follow the instructions in the Instruction Manual, i.e. in particular:
   • improper and/or careless handling of the product in the mouth resulting in damage to the product, including improper and/or careless removal and insertion of the product
   • deformation of products caused by improper handling outside the mouth (shape can be affected by hot water, fire, high pressure, strong strokes, etc.)
   • Failure to keep the prescribed appointments at our workplace (this does not apply to failure to keep appointments due to illness or other unexpected events, but it is necessary to have the prescribed number of appointments, give or take, at the prescribed intervals, in order to respond to any complications in a timely manner)
   • improper product care and improper and/or inadequate dental hygiene (at each check-up, the doctor decides, depending on the condition of the oral cavity, whether a dental
     hygienist intervention is necessary, whether the product needs to be improved at home, etc.)
2. damage to the product by accident, as well as in the event of defects caused by improper or inappropriate use of the product (biting glass, bones, etc.)
3. defects caused by a change in health(Example: 5 months after receiving the product, the crown breaks or a large defect needs to be treated and the product needs to be adjusted or re-made to fit properly. In this case, you are responsible for the cost of adjusting the product or making a new one, because there is a change in the condition that could not have been anticipated before the treatment.)
4. intervention by a third party - a dentist or dental hygienist at another person's workplace (damage to bone or tooth, damage to gums, etc.)
5. tooth movement during treatment and/or retention phase (during treatment and/or retention phase, unexpected/unplanned tooth movement may occur and the product may need to be adjusted or a new product made)
6. concealment of a health problem or a bad habit in the medical history that may affect the treatment undergone at the World of Braces
7. wear and tear caused by normal use of the goods (" normal wear and tear").

5. What is normal wear and tear?

Normal wear and tear means the slight and gradual deterioration of a product caused by normal use.

Examples of normal product wear:

• scratching in case you suffer from bruxism (teeth grinding);
• the colouring of the product;
• flavouring of the product;
• plaque and tartar build-up on the product;
• product biting through due to strong tooth clamping.

6. What rights do you have from defective performance?

Removable defects - in the event that a product defect occurs during the warranty period for which the product cannot be properly used and this defect can be removed, you have the right to have such defect removed free of charge. If such remedy is not possible, you may demand a reasonable discount on the price or withdraw from the contract concluded between you and Braces World.

Irremovable defects - in the event of a defect that cannot be removed and which prevents the products from being properly used as products without defects, you have the right to a replacement of the product, a reasonable discount on the price of the product or you have the right to withdraw from the contract concluded between you and the World of Braces .

7. How to proceed with a complaint?

File a complaint with World of Braces without undue delay after the defect has been discovered.

Complaints can be made by email or otherwise in writing, including a description of the defect and its photograph, where possible, and a proposal for its solution. The claim period starts from the date of receipt of the product/set of products. The date of each receipt is recorded in your medical record, so there is no need for any proof on your part.

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The moment of filing a claim is the moment when the World of Braces is notified of the occurrence of a defect and the right of liability for defects is exercised.

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We will deal with complaints received without undue delay, but no later than 30 days from the date of the complaint, unless we agree otherwise. We will issue a written confirmation of the claim via email.

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This Complaints Procedure is valid and effective from 1.1.2025