Complaints and conformity
We believe in the quality of what we make. If the product does not work as it should, we want to put it right – quickly and without complications.
Your rights (in short)
- 2 years of legal conformity from the date the product is received
- Response to your complaint within 8 days
- Resolution of your complaint within 15 days
- Option of product replacement, refund or another appropriate solution
How to file a complaint in 3 steps
1. Send an e-mail to info@moleculepetbowl.eu with:
- your order number
- a description of the problem
- photos (if the problem is visible)
2. Wait for our reply – we will get back to you within 8 working days at the latest with instructions for the next step (usually: sending the product back).
3. We resolve it – within 15 days we will replace the product, issue a refund or propose another solution in accordance with the law.
What is covered?
- Manufacturing faults and defects in material or workmanship
- Damage that occurred in transport (important: report the damage when collecting the parcel, before signing)
- Malfunction of the device that shows as a visible defect
- Non-conformity with the specifications (e.g. wrong size)
What is not covered?
- Damage caused by washing in a dishwasher
- Damage caused by improper use
- Mechanical damage from dropping, impact or breakage
- Normal wear and tear that does not affect the functionality of the product
- Damage caused by the use of chemical cleaning agents (the product is cleaned with water only)
Presumption of conformity
If a lack of conformity appears within 6 months of receiving the product, it is presumed to have existed at the time of delivery, unless this is incompatible with the nature of the product. In practice, this means that in the first 6 months you do not have to prove that the problem was not your fault.
Warranty
No additional commercial warranty is given for the products, unless specifically stated on the product or in the order confirmation. Legal conformity of 2 years applies to all products.
Service
We do not offer repairs. In the case of a justified complaint, we provide a product replacement or a refund. The complete bowl is replaced to guarantee the full effect of the technology.
We use the data from this form exclusively to process your complaint, in accordance with our Privacy Policy.
Contact
📧 Complaints: info@moleculepetbowl.eu
