Complaints and Statutory Rights — Consumer Purchases

Effective date: Upon publication and incorporation into applicable future orders. This policy explains how to report suspected defects and exercise statutory rights relating to consumer purchases from PlantScraper.

1. Your statutory rights

We are responsible for delivering goods conforming to their description, quality, quantity and other applicable legal requirements. Under applicable Czech consumer law, a consumer may generally report a non-conformity that was present at delivery and becomes apparent within two years of receipt, subject to mandatory applicable rules. A separate commercial guarantee is not offered unless specifically and expressly advertised.

Depending on the circumstances and statutory requirements, remedies may include repair, replacement, an appropriate price reduction or termination with a refund. Where allowed, an appropriate replacement component may resolve the defect without unnecessarily replacing an entire functioning set. We cannot require a new purchase as a condition of providing a statutory remedy.

2. How to make a complaint

Contact hello@plantscraper.com or telephone +420 705 932 574. Claims may also be made through other legally valid channels. To help us assess the situation efficiently, please provide your order reference, description of the suspected defect, when it appeared and supporting photographs or video if available. Photographs are helpful but not universally mandatory.

Where inspection of the physical goods is reasonably needed, we will explain how to provide them. Claims and products requiring examination can be sent to PlantScraper, Roztylské sady 2998/11A, 141 00 Prague 4, Czech Republic. We provide the confirmations and information required by law when a complaint is registered and resolved.

3. Resolution and expenses

We assess consumer claims promptly and complete their handling, including applicable remedy, within the statutory time limits. Under Czech consumer law this is generally within 30 days of the complaint unless an extension is validly agreed. Where a claim is justified, remedy is provided free of charge and the necessary, reasonable costs associated with the claim are borne by us.

Where a replacement is agreed, it may be sent with another order only if the consumer freely chooses that option; customers are not obliged to place or pay for another purchase to receive their legal remedy.

4. Natural characteristics of growing media

Growing media made from natural materials may vary slightly in texture, colour and moisture and may contain or develop naturally occurring organisms and fungal activity. Examples can include harmless springtails or other decomposers, mushrooms under suitable moisture conditions, or superficial white deposits that may arise from minerals or biological activity. These observations do not automatically prove that a product is defective.

They also do not automatically prove that a product is safe or compliant. We assess complaints individually, including evidence of harmful pests, abnormal infestation, unsafe contamination, material misdescription or unsuitability for the advertised purpose. Statutory conformity and product-safety rights are not restricted by this explanation.

5. Normal wear, compatibility and misuse

Damage caused solely by accidental breakage after receipt, incorrect assembly, inappropriate or incompatible use, inadequate storage or ordinary wear is not automatically a defect attributable to the seller. We examine the actual cause of reported problems and the product information provided at sale. Nothing in this paragraph excludes a defect for which we remain legally responsible.

6. Get in touch

We encourage you to explain any issue to our team promptly so we can investigate and resolve it efficiently. This request for timely communication does not shorten statutory claim periods. For change-of-mind returns, see our Withdrawal, Returns and Refunds Policy.