COMPLAINTS PROCEDURE

BELOGRAD Dental Group s.r.o.
 Last updated: 1 September 2025

1. Company Identification

  • Company name: BELOGRAD Dental Group s.r.o.
  • Registered address: Českomoravská 2532/19b, 190 00 Praha 9 – Libeň, Czech Republic
  • Company ID (IČO): 17183146
  • Contact details:

    • General inquiries: Info.Belograd@gmail.com, +420 777 759 544
    • Online shop: shop@belograd.com, +420 720 176 465
  • Registered in: Czech Republic

2. Scope and Applicability

This Complaints Procedure applies to the sale of dental instruments and materials by BELOGRAD Dental Group s.r.o., through its online shop.

  • All sold products are new physical goods.
  • This procedure applies to both consumers (natural persons) and legal entities (companies).

3. Warranty

Products are divided into two groups:

Group 1

Products:

  • Retraction cord packers
  • Composite instrument – TDI-50m
  • Composite instrument – TDI-40/T3
  • Composite instrument – TDI-40/T4
  • Composite instrument – TDI-40/T1

Warranty rules:

  1. Returns: All products are returnable if unused and in original packaging, in accordance with applicable legislation.
  2. Warranty: Product shelf-life is not limited and follows the legislation of the country of purchase.
  3. Extended warranty: Not offered.
  4. Defects covered: Manufacturing defects and defects in materials.
  5. Exclusions: Complaints are not accepted in cases of misuse, negligent handling, mechanical damage unrelated to intended use, or self-modification of the product.
  6. Other exclusions: Use contrary to intended purpose or exposure to aggressive treatment (e.g., inappropriate sterilization).

Group 2

Products:

  • All ceramic preparations bur kit
  • Occlusal shaper
  • Depth markers
  • Composite finisher

Warranty rules:

  1. Returns: The bur set is non-returnable (produced to customer specifications). Non-sterile standard packaged items are returnable within 6 months from the invoice date; if returned later than 4 weeks from the invoice date, a 20% handling fee applies.
  2. Warranty: Provided for 1 year.
  3. Extended warranty: Not offered.
  4. Defects covered: Errors in production or packaging.
  5. Exclusions: Defects resulting from incorrect use by the customer.
  6. Other exclusions: None identified.

For Group 2 products, the “GENERAL TERMS AND CONDITIONS OF SALE” apply in addition to this Complaints Procedure.

4. Making a Complaint

Complaints may be submitted in accordance with applicable laws of the European Union and the Czech Republic.

  • Submission options:

    • In person or by postal delivery to the registered address:
       Českomoravská 2532/19b, 190 00 Praha 9 – Libeň, Czech Republic.
  • Costs:

    • The customer pays for the return shipping when submitting the complaint.
    • If the complaint is recognized as justified, BELOGRAD Dental Group s.r.o. will cover return shipping costs in accordance with EU law.

5. Required Documentation

To process a complaint, the customer must include:

  • Proof of payment (e.g., invoice or confirmation email).

6. Processing Time

The company undertakes to process all complaints within 30 calendar days from the date of receipt of the returned goods and required documentation.

  • Customers will be notified of the outcome by email.

7. Exclusions from Complaints

Complaints will not be accepted in the following cases:

  • Damage caused by the customer (e.g., drops, impacts, chemical exposure).
  • Improper storage, use, or installation.
  • Modification or repair by third parties.
  • Normal wear and tear during standard use.
  • Consumable items (e.g., single-use instruments).
  • Misuse, negligent handling, or use contrary to intended purpose.
  • Aggressive or inappropriate treatment (e.g., improper sterilization).

8. Dispute Resolution

  • Out-of-court resolution:
     Customers may contact the Czech Trade Inspection Authority (Česká obchodní inspekce, ČOI) for alternative dispute resolution.
     Website: https://www.coi.cz

  • Judicial resolution:
     All legal disputes will be resolved by the competent courts of the Czech Republic.
     Jurisdiction: Městský soud v Praze (Municipal Court in Prague)
     Company registry: BELOGRAD Dental Group s.r.o., C 367846

9. Governing Law

This Complaints Procedure is governed exclusively by the laws of the Czech Republic.

10. Language

This Complaints Procedure is available in English and Czech.
 In case of discrepancies, the Czech version prevails.