Claims & Returns
1. General provisions
The 'Seller' is considered to be the owner of the online store under these terms
Registered office: M.Benku 2341/9
955 03 Topoľčany
Company ID: 36564583
VAT ID: SK2021898857
The "Purchaser" is a natural person who, when entering into a sales contract with the Seller, does not act in the course of his business or business or in the independent exercise of his profession.The product (product) is the subject of the purchase contract.
a) The warranty on the product sold or the service provided is legally defined period of time during which the Seller is responsible for defects occurring on the product sold or the service provided. The warranty period emanates from the moment of taking over by the Purchaser or if someone else (eg an authorized center) puts the product into operation, the warranty period begins to run when the product comes into operation.The warranty period does not run during the time of which the item was not available for the Purchaser so it does not elapse between the time when liability for mistakes was accepted until the buyer was required to take over the item after the repair was complete. In the event that a claim is exchanged for a new item, the warranty period will begin to run again from the receipt of the new item. The new warranty period begins to run even when replacing the warranty part.
b) The 24-month general warranty applies to the sale of new (unused) goods purchased in a store, by means of distance communication (internet, catalog, print, telephone, electronic mail, etc.) or in the case of a door-to- door sales (At the Purchaser's home) or at different sales outlets outside the vendor's premises;
c) A 12-month special warranty period applies to the sale of second-hand goods (the Seller is required to provide it to the Purchaser; in case of purchase of the item from another Purchaser, the provision of the guarantee depends on the agreement of the two Purchasers);
3. Consumer Rights
a) In case of defect that can be eliminated, the Purchaser has the right to be removed on time, properly and free of charge. The Seller is required to remove the defect without undue delay. Instead of removing the defect, the consumer may require a replacement of the product or if the defect affects only part of the item, the replacement of this part, in case the Seller does not incur excessive costs in relation to the price of the goods or the severity of the defect. Instead of removing the defect, the Seller may always replace faulty item for faultless if it does not cause serious difficulties to the Purchaser.
b) If there is a defect that can not be eliminated and which prevents the item from being properly used as an item without defect, the Purchaser has the right to exchange the item or has the right to withdraw from the contract. These same rights, that is to say, the right to exchange the item or the repayment of the purchase price, are the same to the consumer even if the same removable error, which has already been claimed and repaired twice, occurs for the third time during the warranty period or if there are three different errors at the same time. According to the Civil Code, the Purchaser has the right to choose whether to exchange the item or to refund the purchase price. However, if he chooses one of these rights, he can no longer change this choice unilaterally.
c) In the case of other unrecoverable errors, that is, those which can not be removed but do not prevent proper use of the item (eg a functional but scarred product), the Purchaser has the right to a reasonable discount on the purchase price. The amount of the discount is a matter of agreement between the Purchaser and the Seller.
If the Purchaser discovers that the item he purchased is faulty, he / she will not continue to use it, but is obliged to file a claim with the Seller without undue delay. Generally, manufacturing errors, mistakes that have been caused by inappropriate material use, or mistakes due to incorrect engineering practices are being applied. The wear and tear characteristic for the material or use is not considered a fault. It is not an error if the nature of the case is that its lifespan is shorter than the warranty period, and when it is used normally, it will result in its total depreciation before the warranty period expires. The Purchaser may make a claim by sending the goods to the Seller to the address mentioned in paragraph 1 or to bring it personally in agreement with the seller to the agreed place. In the event of a complaint of a service provided, the claim may be filed in writing at the seller's e-mail address or sent to the address mentioned in paragraph 1.
Given the nature of the merchandise offered at the Seller's website, it is only possible to claim the goods at the Seller‘s. There are no warranty repair centers.
5. How to handle complaints
After determining the way in which the complaint is handled under paragraph 3, in justified cases it might take longer to execute it, e.g. if the claimed product is being sent for repair. Refunds may not take longer than 30 days from the date of the claim. After expiry of the deadline for handling the complaint, the Purchaser has the right to withdraw from the contract or has the right to exchange the product for a new product. Complaints are terminated by submitting a repaired product, replacing the product, returning the purchase price of the product, paying a reasonable discount on the product price, a written request for payment (if a complaint is rejected) or a reasoned rejection of the complaint. The Seller can only provide a complaint in one of these ways!
a) If the Purchaser claimed the product during the first 12 months of purchase, the Seller may only reject the claim on the basis of expert judgment; Irrespective of the outcome of the expert judgment, it is not possible to claim reimbursement for professional judgment or other costs related to professional judgment from the Purchaser. The Seller is obliged to provide the Purchaser with a copy of the professional judgment justifying the rejection of the complaint within 14 days from the date of the complaint.
b) If the Purchaser claimed the product after 12 months from the purchase and the Seller refused it, the complainant is obligated in the proof of complaints to indicate to whom the Purchaser can send the product for expert judgment. If a product is sent to an expert assessment of the intended person, the professional judgment costs and all other related expenses incurred shall be borne by the Seller irrespective of the outcome of the expert judgment. If the Purchaser, through professional judgment, demonstrates the Seller's liability for the fault, he may claim a retrieval; No warranty period runs during expert judgment. The Seller is obligated to pay the Purchaser all costs incurred for professional judgment as well as all related expenditure expensively incurred within 14 days of the date of claiming the claim. The resubmitted claim can not be denied.
6. Dispute resolution
The Purchaser has the right to contact the Seller with a request for redress (by sending an e-mail to firstname.lastname@example.org) if case he / she is not satisfied with the Seller's handling of his / her claim, complaint or if he / she believes that the Seller has violated his / her rights. If the Seller does not respond to this request or refuses this request within 30 days of dispatch, the Purchaser has the right to file a claim for alternative dispute resolution (ADR entity) in accordance with Act 391/2015 Zz.. ADR entities are bodies and authorized legal entities under §3 of Act 391/2015 Z.z. The proposal may be submitted by the Purchaser according to the procedure specified in §12 of Act 391/2015 Zz.The consumer can also file a complaint through the RSO Alternative Dispute Resolution Platform, which is available online at https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN
The supervising authority is
Inšpektorát SOI pre Nitriansky kraj
950 50 Nitra, Slovakia