Garantie légale et réclamations
In the EU the legal guarantee for new products is of 2 years from the date of the invoice.
This means that as manufacturers we have to ensure that the products you purchase are in good condition and comply with the conditions of use and operation to fullfill its function for a specified period of time, in our case, the items of wood can last up to 10 years, the textile products 5 years and the scratching pads up to 2 years.
Exclusion of legal guarantee:
- We are not responsible for a faulty use of the product. This also includes the damage to the product itself or harm to others.
- The product is solely meant for the use specified in the description of the product, any other uses and its consequences like any kind of damage will not be of our responsibility.
-The product is not meant for children under 16 years. You must be 18 years or older to purchase our products.
F.A.Q.
If the product is defective, who is responsible for putting things right?
The seller, in this case, Halcyon Home.
By when must the consumer notify the seller of a defect?
Within 2 months of noticing the defect.
Who has to prove the presence/absence of a defect and how long do they have to do this?
The seller must prove that the item was not defective for the first 2 months after the delivery of the product ("reversal of burden of proof"). After that, the consumer must prove that it was defective.
Is there a third party testing body that can help to provide proof?
The consumer can ask any repair shop for an expert opinion, but this might not be accepted by the seller. In the event of a court procedure, the judge may accept the consumer's expert's opinion or ask for an independent expert opinion.
What remedies is the consumer entitled to free of charge? Is there a deadline for implementing the solution?
There is a "hierarchy of remedies":
Firstly, repair or replacement according to the consumer's wishes, within a reasonable time frame and free of charge.
Secondly, refund or reduction of the purchase price if repair or replacement is impossible, but only under certain conditions
There is no deadline for implementing a solution.
Is the repaired/replaced product covered by a new guarantee?
In the case of repairs, the legal guarantee period is only extended by the time necessary for repair. In the case of replacement, a new guarantee comes into force for 2 years from delivery of the replacement.
If no amicable solution can be found, what is the deadline for taking the case to court?
The prescription period is 3 years from delivery of the goods unless there is a suspension of the statutory limitation.
Are any other legal guarantees laid down in national law coexisting with the legal conformity guarantee?
Yes. There is a guarantee against hidden defects, but the consumer must prove the existence of any such defect.
What is the procedure in case of a faulty product?
In the unlikely event that you encounter a faulty product, please, fill in the form below and we will get back to you as soon as possible.