Complaints policy

Complaints policy of the online shop (e-shop)

an integral part of the general terms and conditions

Only goods that have been purchased from the Seller and that are the property of the Consumer may be claimed.
If the buyer is a consumer (a natural person who does not act within the scope of his/her business activity, employment or profession), all goods offered are guaranteed for 24 months, unless otherwise specified in the goods and are subject to the Consumer Protection Act and the Civil Code and these Complaints Conditions. If the buyer has ordered a used item and has been informed of this, the warranty period is 12 months. If the buyer is not a consumer, the provisions of the Commercial Code shall apply and the warranty period shall be 1 year and these warranty conditions shall not apply to such claims.
The warranty period shall commence on the date of receipt of the goods from the shipping company or directly from the seller if the goods are collected by the buyer in person, on the date of receipt.
The Buyer is obliged to lodge a claim with the Seller without delay, as soon as the defect has been discovered.
Liability for defects does not apply to defects caused by the following use:
- the defect was caused by mechanical damage to the product caused by the buyer,
- improper handling of the product in a manner other than that specified in the instructions for use,
- use of the goods in conditions which do not correspond in their humidity, chemical and mechanical effects to the natural environment of the goods according to the instructions,
- neglecting the care and maintenance of the goods,
- damage to the goods by excessive loading,
- use of the goods in violation of the conditions specified in the documentation, general principles, technical standards or safety regulations or other breach of warranty.
Defects caused by natural disasters are also excluded from liability for defects.
Liability for defects also excludes normal wear and tear of the goods (or parts thereof) caused by the use of the goods. A defect may not be considered to be a defect, as is already apparent from the nature of the goods, from the period of their minimum durability or from the period of consumption, which may be limited to a shorter period of time. The period of minimum durability, shelf life, expiry date or similar period shall be indicated on the goods if the goods are subject to such indication.
Complained goods must be sent to our address below but not COD or delivered in person to the contact address. The goods should be packed appropriately to prevent damage to the goods during transit and we recommend that the goods are sent by recorded delivery or as insured delivery. The goods must be accompanied by a copy of the proof of purchase (invoice) and a description of the defect or we recommend enclosing a completed Complaint Form together with the proof of purchase. (http://www.nakupujbezpecne.sk/docs/form/reklamacia.pdf). It is advisable to send the complaint in writing (by post) or in person.
The Seller will acknowledge receipt of the claim and issue the Buyer with a confirmation of the claim in a suitable form. The day of the
The Seller is obliged to determine the method of handling the complaint immediately, in complex cases within 3 days from the date of the complaint. In justified cases, in particular where complex technical evaluation of the goods is required, no later than 30 days from the date of the complaint. After determining how the complaint is to be handled, the Seller shall handle the complaint immediately; in justified cases, the complaint may be handled later. However, the processing of the complaint may not take longer than 30 days from the date of the complaint. After the expiry of the 30-day period for processing the complaint, the buyer has the right to withdraw from the purchase contract and will be refunded the full amount for the goods or has the right to exchange the goods for new ones.
Buyer's rights when making a claim:
- if the defect is one that can be rectified, the buyer has the right to have it rectified free of charge, in a timely and proper manner, and the defect must be rectified without undue delay,
- the buyer may, instead of having the defect removed, require the item to be replaced or, if the defect relates only to a part of the item, the part to be replaced, provided that this -does not incur disproportionate costs for the seller in relation to the price of the goods or the seriousness of the defect,
- the seller may, instead of removing the defect, replace the defective item with a faultless item if this does not cause the buyer serious inconvenience,
- if the defect cannot be remedied and prevents the proper use of the item, the buyer has the right to have the item replaced or to withdraw from the contract. The buyer shall have the same right if the defect is a remediable defect, but if the buyer cannot use the item properly due to the recurrence of the defect after repair or due to a large number of defects,
- in the case of other irremediable defects, the buyer is entitled to a reasonable discount on the price of the item.
The complaint shall be deemed to be settled if the complaint procedure ends with the handing over of the goods complained of, their replacement or refund of the purchase price of the goods, a written invitation to accept performance or its reasoned rejection. The consumer shall be informed of the outcome of the complaint procedure within the statutory time limit.
The undamaged nature of the goods or the intactness of the packaging (according to the instructions) must be checked when taking delivery of the goods, as the goods may be damaged in transit. Buyers are advised to unpack the goods and inspect them in the presence of the carrier. By your signature to the courier you declare that the packaging is undamaged.
These Complaints Conditions are an integral part of the General Terms and Conditions, and the Seller reserves the right to change them at any time without prior notice to the Seller.