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Complaint conditions of the online store (e-shop)
an integral part of the general terms and conditions
It is only possible to complain about goods that were purchased from the seller and that are owned by the consumer.
If the buyer is a consumer (a natural person who does not act within the scope of his business activity, employment or profession), all offered goods are guaranteed for a period of 24 months, unless otherwise stated with the goods and the procedure is in accordance with the Act on consumer protection and the Civil Code and these complaint conditions. If the buyer ordered a used item and the buyer was informed about it, the warranty period is 12 months. If the buyer is not a consumer, the procedure is carried out in accordance with the provisions of the Commercial Code and the warranty period is 1 year, and these conditions do not apply to these complaints.
The warranty period begins on the day of receipt of the goods from the transport company or directly from the seller, if the goods are collected by the buyer personally, on the day of receipt.
The buyer is obliged to file a claim with the seller immediately after discovering the defect.
Responsibility 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 way other than what was stated in the instructions for use,
using the goods in conditions that do not correspond to the humidity, chemical and mechanical effects of the natural environment of the goods according to the instructions,
by neglecting the care and maintenance of the goods,
damage to the goods by excessive loading,
using the goods in violation of the conditions stated in the documentation, general principles, technical standards or safety regulations or other violation of warranty conditions.
Defects caused by a natural disaster are also excluded from liability for defects.
Responsibility for defects also does not apply to normal wear and tear of the goods (or parts thereof) caused by the use of the goods. It is not possible to consider as a defect, as already follows from the nature of the thing, the period of its minimum shelf life or the period of consumption, which can be limited to a shorter time. The minimum durability period, shelf life, consumption period or similar period is indicated on the goods if the goods are subject to such marking.
The claimed goods must be sent to our address listed below, but not cash on delivery or personally delivered to the contact address. The goods need to be packed appropriately so that there is no damage to the goods during transport, and we recommend sending the goods by registered mail or as an insured shipment. A copy of the proof of purchase (invoice) and a description of the defect must be attached to the goods, or we recommend attaching 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 confirms the receipt of the claim and issues the buyer a confirmation of the application of the goods claim in the appropriate form. The day of its delivery to the seller is considered the day of application of the claim. If it is not possible to deliver the confirmation immediately, it must be delivered without unnecessary delay, but at the latest together with the document on the processing of the claim. Confirmation of the processing of the complaint will be sent in writing.
The seller is obliged to determine the method of handling the claim immediately, in complex cases within 3 days from the date of application of the claim. In justified cases, especially if a complex technical evaluation of the goods is required, no later than 30 days from the date of application of the complaint. After determining the method of handling the complaint, the seller will handle the complaint immediately, in justified cases, the complaint can be handled later. However, processing of the claim must not take longer than 30 days from the date of application of the claim. After the expiry of the 30-day period for processing the complaint, the buyer has the right to withdraw from the purchase contract and the full amount for the goods will be returned to him or he has the right to exchange the goods for a new one.
Buyer's rights when applying for a claim:
if it is a defect that can be removed, the buyer has the right to have it removed free of charge, on time and properly, while this defect must be removed without unnecessary delay,
instead of removing the defect, the buyer may demand the replacement of the item, or the defect concerns only a part of the item, the replacement of the part if this does not result in disproportionate costs for the seller considering the price of the goods or the severity of the defect,
instead of removing the defect, the seller can exchange the defective item for a perfect item, if this does not cause serious difficulties for the buyer,
if it is a defect that cannot be removed and which prevents the proper use of the item, the buyer has the right to exchange the item or withdraw from the contract. The buyer has the same right in the event that it is a defect that can be removed, but the buyer cannot properly use the item due to the reappearance of the defect after repair or due to a larger number of defects,
if there are other irreparable defects, the buyer has the right to a reasonable discount from the price of the item.
A complaint is considered settled if the complaint procedure ends with the handover of the claimed goods, its exchange or return of the purchase price of the goods, a written invitation to take over performance or its justified rejection. The consumer is informed about the outcome of the complaint procedure within the statutory period.
No damage to the goods, or the integrity of the packaging (according to the instructions when receiving the goods) must be checked when receiving the goods, as the goods may be damaged during transport. We recommend buyers to unpack the goods and inspect them in the presence of the carrier. With your signature, you declare to the courier that the package is undamaged.
These complaint conditions are an integral part of the general terms and conditions, and the seller reserves the right to change them at any time, even without prior notice to the seller.