Complaints conditions

Complaints procedure and withdrawal from the contract

The entire eshop team always tries its best to process all orders to the satisfaction of the customers, nevertheless something may happen and the customer will not be satisfied. In case you wish to return the goods or make a complaint please folo the below:

Resignation from the contract based on law no § 7, 8, 9, 10 102/2014 Z. z. on consumer protection in the sale of goods or provision of services under a distance contract or a contract concluded away from the seller’s business premises and on amendment and supplementation of certain laws (hereinafter referred to as the “Act on Consumer Protection in the Sale of Goods under a Distance Contract”):

• The Buyer is entitled to withdraw from the Purchase Contract within 14 working days of receipt of the goods in accordance with the Delivery Conditions without giving any reason in accordance with Art. § 7 ods. 1 law no. 102/2014 Z.z. customer protection law
• By sending the order to the Seller, the Buyer confirms that the Seller has timely and properly fulfilled its information obligations under the provisions of. based on law § 3 customer protection law
• To complain about the goods and their defects, the buyer must submit the following form in writing, by e-mail or by using the form
• Withdrawal from the contract must be made by the buyer in writing – by e-mail or by post or by using the form
• Withdrawal from the purchase contract must include the identification of the buyer, the number and date of the order, the exact specification of the goods, the manner in which the seller is to return the performance already received, in particular the account number and/or the postal address. The buyer is obliged to deliver the goods, he is returning to the adress of the seller alltogether with all paperwork included with the goods. in oroginal packaging
• The buyer may not withdraw from the contract in accordance with the provision § 7 ods. 6 the subject of which is the sale of goods made according to the specific requirements of the consumer – goods made specifically to order, e.g.:
  – custom paint mixing,
  – goods made to measure
  – goods designed specifically for a single consumer.

• The buyer may not withdraw from the contract in accordance with the provision § 7 ods. 6 about customised services, If the sevices begun by agreement of the buyer and he was made avare in advance, that once he agrees, he loses the right to resign from the contract
• If the buyer withdraws from the contract, he is obliged to deliver the goods to the seller within 14 days from the withdrawal from the contract
• The Seller is not obliged to refund payments to the Buyer when withdrawing from the contract, the subject of which is the sale of goods, before the goods are delivered to the Buyer, or the Buyer fails to prove the sending of these goods to the Seller /for example, by proving the delivery slip at the post office/.
• Pri odstúpení od zmluvy, znáša kupujúci náklady na vrátenie tovaru predávajúcemu
• The Seller shall refund to the Buyer the purchase price already paid for the goods specified in the binding acceptance of the order, including the costs incurred by the Buyer in connection with the ordering of the goods within 14 days of receipt of the withdrawal from the purchase contract and after delivery of the goods to the Seller by wire transfer to the Buyer’s account designated by the Buyer in writing; however, the Seller and the Buyer may also agree on a different method of refunding the payment. fax mail or post

CUSTOMER COMPLAINT PROCEDURE

Complaints conditions

• Only goods purchased on the Seller’s e-commerce website that have defects caused by the manufacturer, supplier or Seller and are covered by the warranty may be claimed.
• The Buyer is obliged to inspect all delivered goods and to check the quality and functionality of the delivered goods as soon as possible after their delivery and acceptance, including the completeness of the delivery. If he fails to do so, he can only claim for defects detected during this inspection if he proves that the goods were already defective at the time of receipt of the goods.
• If the goods are defective, the Buyer has the right to file a claim in the Seller’s e-shop either by filling in the claim form on the Seller’s website or in another written form and delivering the claim to the Seller in person, electronically or in writing to the Seller’s postal address.
• On the day of commencement of the complaint procedure, the Seller shall issue to the Buyer a proof of receipt of the complaint in a suitable form specified by the Seller, where the Seller is obliged to indicate the defects of the goods and the date of commencement of the complaint procedure. This document serves as a proof for the buyer to pick up the claimed goods again.
• The complaint procedure for goods that can be objectively delivered to the Seller begins on the day when the Buyer fulfils the following conditions:
  – Delivery of a written complaint to the Seller in person, by post or by electronic mail (e-mail).
  – Delivery of the claimed goods including accessories. Complained goods must be delivered to the Seller’s registered office, unless the Seller specifies otherwise (e.g. deliver the goods directly to the service centre), either in person or by post.
• The Seller shall settle the complaint within 30 days from the commencement of the complaint procedure and shall issue the Buyer with a written document to that effect.

The buyer does not have the right to claim for:

• guarantee against defects of which the seller was aware at the time of conclusion of the contract or of which, taking into account the circumstances under which the contract of sale was concluded, he should have been aware.
• for an unsatisfactory shade of colour, because the seller is not responsible for the display of individual shades on the output device (monitor, printer) of the buyer.

The buyer has been duly informed that the shade of the ordered goods may differ from the reality and thus the buyer assumes full responsibility for the chosen shade.

The Buyer’s right to claim the warranty from the Seller shall be extinguished:

1. Failure to produce proof of payment, delivery note or warranty card, accessories or documentation of the goods.
2. Failure to notify obvious defects upon receipt of the goods.
3. The expiry of the warranty period of the goods.
4. Mechanical damage to the goods caused by the buyer.
5. The use of goods in conditions that do not correspond to the natural environment in terms of humidity, chemical and mechanical influences.
6. Improper handling, servicing or neglect of the goods.
7. Damage to the goods by excessive loading or use contrary to the conditions specified in the documentation, general principles, technical standards or safety regulations in force in the Slovak Republic.
8. Damage to the goods by unavoidable and/or unforeseeable events.
9. Unskilled intervention, damage during transport, damage by water, fire, static or atmospheric electricity or other acts of God.
10. Tampering with the goods of an unauthorised person.

In the case of a remediable defect, the claim will be handled as follows:

• The Seller shall ensure the removal of the defect or the Seller shall replace the defective goods (the determination of the method of handling the complaint depends on the decision of the Seller and the Buyer cannot claim the determination of the handling of his complaint).
• If there is a defect that cannot be removed, or one repeatedly repeated removable defect, or a greater number of different removable defects that prevent the goods from being properly used as without defect, the Seller shall settle the claim: by replacing the goods with other, functional goods of the same or better technical parameters, or if the Seller is unable to replace the goods with other goods, the Seller shall settle the claim by issuing a credit note for the defective goods.
• For the purposes of a claim, the occurrence of a single repetitive defect more than twice shall be deemed to be a repetitive repetitive repairable defect.
• For the purposes of the complaint, the occurrence of more than three different repairable defects at the same time shall be deemed to be a greater number of different repairable defects
• This Complaint Procedure applies to all cases, except in cases where other warranty and complaint conditions have been agreed in the purchase contract.