Complaints conditions
The seller is liable for any defect that the goods sold have at the time of their delivery and which becomes apparent within two years of the delivery of the goods or within one year of the delivery of used goods. If it concerns the repair or modification of the item, the warranty period is three months, unless otherwise stipulated by special regulations. The warranty certificate is issued at the request of the buyer. Proof of purchase is sufficient to file a complaint.
The seller is not liable for defects in used goods caused by their use or wear. In the case of goods sold at a lower price, he is not liable for a defect for which a lower price was agreed.
The warranty period for a buyer who is not a consumer is 12 months.
The seller is not liable for any defects, damage, depreciation or non-conformity of the goods that arose as a result of incorrect, unprofessional or faulty assembly or installation carried out by the buyer himself or by a third party other than the seller.
The defect can be reported at the seller's premises at Drevárska 1649/23, 902 01 Pezinok, at another person of whom the seller has notified the buyer before concluding the contract or before sending the order, or by means of distance communication at the address of the seller's registered office or place of business or at another address of which the seller has notified the buyer upon concluding the contract or after concluding the contract. The form for reporting the defect is available on the website.
If the buyer has reported the defect by postal mail, which the seller has refused to accept, the shipment is considered delivered on the day of refusal.
The seller will provide the buyer with a written confirmation of the report of the defect without delay after the buyer has reported the defect. The seller will indicate the deadline in the confirmation of the report of the defect within which the defect will be removed. The period notified pursuant to the preceding sentence may not exceed 30 days from the date of notification of the defect, unless a longer period is justified by an objective reason beyond the Seller's control.
If the Seller rejects liability for defects, it shall notify the Buyer of the reasons for the rejection in writing. If the Buyer proves the Seller's liability for the defect by means of an expert opinion or a professional opinion issued by an accredited person, an authorized person or a notified person, it may repeatedly report the defect and the Seller may not reject liability for the defect.
The Buyer has the right to choose to have the defect removed by replacing the item or repairing the item. The Buyer may not choose a method of removing the defect that is not possible or that would cause the Seller disproportionate costs in comparison with the other method of removing the defect, taking into account all the circumstances, in particular the value that the item would have without the defect, the seriousness of the defect and whether the other method of removing the defect would cause the Buyer significant difficulties. The seller may refuse to remedy the defect if repair or replacement is not possible or would require unreasonable costs having regard to all the circumstances.
The seller shall repair or replace the item within a reasonable period of time after the buyer has pointed out the defect, free of charge, at his own expense and without causing serious inconvenience to the buyer, having regard to the nature of the item and the purpose for which the buyer requested the item.
The buyer is entitled to a reasonable discount on the purchase price or may withdraw from the purchase contract without granting an additional reasonable period of time if
a) the seller has not repaired or replaced the item,
b) the seller has refused to remove the defect,
c) the item has the same defect despite the repair or replacement of the item,
d) the defect is of such a serious nature that it justifies an immediate discount on the purchase price or withdrawal from the purchase contract, or
e) the seller has declared or it is obvious from the circumstances that he will not remove the defect within a reasonable period of time or without causing serious difficulties for the buyer.
The buyer may not withdraw from the purchase contract if the buyer participated in the occurrence of the defect or if the defect is negligible. The burden of proof that the buyer participated in the occurrence of the defect and that the defect is negligible shall be borne by the seller.
If the contract concerns the purchase of several items, the buyer may withdraw from it only in relation to the defective item. In relation to other items, he may withdraw from the contract only if he cannot reasonably be expected to be interested in keeping the other items without the defective item.
Wear and tear characteristic of the given material or use is not considered a defect. It is not a defect if the nature of the item sold shows that its lifespan is shorter than the warranty period and if, during normal use of such an item, its total wear and tear occurs before the warranty period expires.
The last update of the complaint procedure was on 05.05.2025.