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Complaints Policy and Right of Withdrawal
This Complaints Policy governs the procedure for exercising rights arising from liability for defects in goods purchased in our e-shop. It ensures that the terms of the complaint process are clear, transparent, and understandable for all parties involved. This policy applies to our customers—consumers (individuals purchasing outside their business activities) as well as business customers (companies, sole traders), unless expressly stated otherwise.
When processing complaints, we proceed in accordance with the applicable legal regulations of the Slovak Republic, particularly the provisions of Act No. 40/1964 Coll., Civil Code, and Act No. 250/2007 Coll. on Consumer Protection, including their later amendments and supplements. This document supplements our General Terms and Conditions and provides a more detailed explanation of your rights in the event of a defect in goods or services, as well as our obligations as the seller or service provider.
Complaint Procedure
1. Filing a Complaint and Contacts
The customer is entitled to file a complaint without undue delay after discovering a defect, but no later than within the statutory or contractual warranty period. A complaint can be sent by mail to the correspondence address or electronically via e-mail. The seller's contact details (address, e-mail, phone) are always listed in the General Terms and Conditions and on the tax document (invoice).
2. Information Required from the Customer
When filing a complaint, the customer is required to provide the following information:
First and last name (or company name and ID number).
Contact details (mailing address, phone, e-mail).
Order or invoice number, or another purchase identifier.
A precise description of the defect and how it manifests.
Information on when the defect was first discovered.
Preferred method of resolution (repair, replacement, reasonable discount, or withdrawal from the contract – if the nature of the defect allows).
This data is used for the clear identification of the customer and the goods or services, ensuring a quick and proper resolution of the complaint.
3. Mandatory Attachments
The customer is required to attach the following to the complaint:
Proof of purchase (invoice, receipt, contract, or order confirmation).
The claimed goods, if the nature of the defect requires it.
Photo documentation of the defect, if the complaint is filed remotely or if it is a defect that can be reliably documented by photo or video.
If the customer fails to provide all necessary information or attachments, the seller may request their completion. The period for resolving the complaint begins only from the day of proper completion.
4. Deadlines for Filing and Resolution
A complaint can be filed during the extended warranty period of 36 months from the receipt of the goods by the consumer, unless stated otherwise. For used or discounted goods, the warranty period may be appropriately shortened, and the customer will be informed in advance. The customer is obliged to report the defect without undue delay after its discovery.
The seller is obliged to resolve the complaint without undue delay, no later than 30 calendar days from the date of its proper submission by the consumer, unless the parties agree on a longer period. After this period, the consumer has the right to withdraw from the contract or request a replacement for new goods, if possible.
5. Methods of Submission
By Mail: When sending a complaint by mail, the goods must be securely packaged, accompanied by a written description of the defect, the preferred resolution method, and a copy of the proof of purchase. It is recommended to send the package via registered mail and insure it.
By E-mail: The customer may also file a complaint electronically. In this case, all required information should be provided, along with scans or photos of the documents and the defect. The seller may subsequently request the delivery of the goods for physical inspection.
6. Assessment and Customer Notification
Upon receiving the complaint, the seller assesses whether it was filed within the warranty period and whether the defect is covered by liability for defects. The customer is informed about the receipt of the complaint and the expected method and deadline for its resolution.
After completing the assessment, the seller decides whether to accept or reject the complaint. The customer is informed of the result in an appropriate manner – in writing, by e-mail, or via their customer account. In the case of an accepted complaint, the seller ensures the agreed resolution method (repair, replacement, discount, or refund) and issues a written confirmation of the complaint resolution to the customer.
Procedure for Withdrawal from the Purchase Agreement
As a consumer, you have the right to withdraw from the purchase agreement concluded in our e-shop without giving any reason within 14 days. This period begins on the day following the day you or a person designated by you received the goods.
1. Notification: Inform us of your decision to withdraw from the agreement with a clear statement (for example, by a letter sent by mail or by e-mail). You can use our withdrawal form for this purpose.
2. Returning the goods: Send the goods back to us or deliver them in person to our address no later than 14 days from the day you withdrew from the agreement. The goods should be complete, undamaged, and, if possible, in the original packaging.
3. Refund: Upon receiving the returned goods (or upon presentation of proof of shipment), we will refund all payments received from you, including the costs of delivery (up to the amount of the cheapest standard delivery method offered by us)."
NOTICE: In the event of withdrawal from the agreement, the consumer bears the cost of returning the goods to the seller. You are also liable for any reduction in the value of the goods resulting from handling them in a way other than what is necessary to establish their nature, characteristics, and functionality (i.e., the goods should not show signs of intensive wear or washing).