Complaints

COMPLAINT TERMS OF THE INTERNET STORE (e-shop) an inseparable part of the general terms and conditions

1. Complaints can only be made on goods that were purchased only from the seller and that are the property of the buyer.
2. In the event that the ownership right has not yet passed from the seller to the buyer, the buyer, in accordance with the applicable legislation, will process the claim only after full payment in accordance with § 151a of the Civil Code.
3. 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 Consumer Protection Act and the Civil Code. If the buyer is not a consumer, the procedure is in accordance with the provisions of the Commercial Code and the warranty period is 1 year. 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.
4. The buyer is obliged to file a claim with the seller immediately after discovering the defect.
5. Liability for defects does not apply to defects caused by the following use:
   1. the defect was caused by mechanical damage to the product caused by the buyer,
   2. improper handling of the product, in a way other than what was stated in the instructions for use,
   3. using the goods in conditions that do not correspond to the humidity, chemical and mechanical effects of the natural environment of the goods,
   4. neglecting the care and maintenance of the goods,
   5. damage to goods due to excessive loading,
   6. using the goods in violation of the conditions stated in the documentation, general principles, technical standards or safety regulations or other violation of the warranty conditions.
6. Defects caused by a natural disaster are also excluded from liability for defects.
7. Liability for defects also does not apply to normal wear and tear of the goods (or parts thereof) caused by the use of the goods. A shorter product lifespan cannot therefore be considered a defect and cannot be claimed.
8. The claimed goods must be sent to our address listed below, but not cash on delivery, or delivered personally to our contact address. The goods must be properly packed so that they are not damaged during transport. We recommend sending the goods by registered mail or as an insured shipment. If the goods are packed in a special transport package (Christmas trees), please wrap this package properly and do not label it with markers or a pen, but we recommend using labels with all the necessary description. A copy of the proof of purchase (invoice) must be attached to the goods, and we recommend attaching a completed complaint form. The complaint must be sent exclusively in writing (by post) or in person (not by e-mail).
9. 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 undue delay, but at the latest together with a document on the completion of the claim. Confirmation of the processing of the complaint will be sent in writing.
10. 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 claim. 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.
11. Práva kupujúceho pri uplatňovaní reklamácie:
    1. in case of a defect that can be removed, the buyer has the right to have it removed free of charge, properly and on time. The seller decides on the method of removing the defect. The buyer can demand instead of repairing the defect (repair) the exchange of the defective item for a faultless one, if this does not incur disproportionate costs for the seller in view of the price of the goods or the severity of the defect,
    2. in the event of an irreparable defect that prevents the proper use of the item for the given purpose, the buyer has the right either to exchange the item or to withdraw from the purchase contract (refund) or a price discount.
    3. in the event that the item has at least three defects that prevent proper use, the consumer has the right to exchange the goods or withdraw from the purchase contract (refund). The buyer has the same right if the same error occurs on the item, which has already been repaired twice and the item was sent for a claim for the third time.
    4. the 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 the performance or its justified rejection.
12. No damage to goods, or the integrity of the packaging (according to the instructions for receiving the goods) must be checked when receiving the goods, as the goods may be damaged during transport, we recommend that buyers unpack the goods and inspect them in the presence of the carrier. With your signature, you declare to the courier that the packaging is undamaged.
13. 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 buyer.
14. Kontakt :Suang s. r. o. Budatínska 3230/16 Bratislava – mestská časť Petržalka 851 06 IČO: 53122470.

TO PRINT, TO DOWNLOAD:
“Withdrawal from a purchase contract concluded at a distance”
“Complaint protocol“