Only goods purchased from the seller and owned by the buyer can be claimed.
In the case where ownership has not yet been transferred from the seller to the buyer, the buyer may handle the complaint only after full payment in accordance with § 151 of the Civil Code.
If the buyer is a consumer (a natural person who is not acting within the scope of their business activity, employment, or profession), a 24-month warranty is provided for all offered goods unless otherwise stated for the product, and the procedure follows the Consumer Protection Act and the Civil Code. If the buyer is not a consumer, the procedure follows the provisions of the Commercial Code, and the warranty period is 1 year. The warranty period starts on the day the goods are received from the transport company or directly from the seller if the buyer collects the goods personally on the day of receipt.
The buyer is obliged to lodge a complaint with the seller without delay, immediately after discovering the defect.
Liability for defects does not apply to defects caused by the following usage: a) the defect was caused by mechanical damage to the product caused by the buyer, b) improper handling of the product, in a manner different from that stated in the user manual, c) using the goods in conditions that do not correspond in terms of humidity, chemical, and mechanical influences to the natural environment of the goods, d) neglect of care and maintenance of the goods, e) damage to the goods due to excessive load, f) using the goods in contradiction with the conditions stated in the documentation, general principles, technical standards, or safety regulations, or any other violation of warranty conditions, g) defects caused by natural disasters are also excluded from liability for defects, h) Liability for defects does not apply to normal wear and tear of the goods (or its parts) caused by use. A shorter product life span cannot be considered a defect and is not subject to a complaint.
The claimed goods must be sent to the seller’s address, but not by cash on delivery. The goods must be properly packaged to prevent damage during transport, and it is recommended to send the goods by registered mail or as an insured shipment. A copy of the purchase document (invoice) must be attached to the goods, and it is recommended to include a completed Complaint Form.
The seller shall confirm receipt of the complaint and issue a confirmation to the buyer regarding the claim of the goods in an appropriate form. The day the complaint is considered to have been made is the day it is delivered to the seller. If it is not possible to issue a confirmation immediately, it must be delivered without undue delay, but no later than with the document about the resolution of the complaint. The confirmation of the complaint resolution will be sent in writing.
The seller is obliged to determine the method of resolving the complaint no later than 3 days from the date the complaint is lodged. In justified cases, especially if a complex technical evaluation of the goods is required, the deadline is no later than 30 days from the date of the complaint. After determining the method of resolving the complaint, the seller will address the complaint immediately; in justified cases, the complaint may be resolved later. However, the resolution of the complaint must not exceed 30 days from the date the complaint is lodged. After the 30-day period for resolving the complaint expires, 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 a new one.
The buyer’s rights when making a complaint:
In the case of a removable defect, the buyer has the right to have it removed free of charge, properly, and in a timely manner. The seller decides on the method of defect removal. The buyer may request the replacement of the defective item with a faultless one instead of repair if this does not result in unreasonable costs for the seller given the price of the goods or the severity of the defect.
In the case of an irreparable defect that prevents proper use of the item for the given purpose, the buyer has the right either to replace the item or to withdraw from the purchase contract (refund).
A complaint is considered resolved when the complaint process is completed by handing over the claimed goods, replacing them, or refunding the purchase price of the goods, by a written notice to collect the fulfillment, or by its justified rejection.
It is necessary to check that the goods are undamaged and the packaging is intact (according to instructions when receiving the goods) at the time of receipt. Since the goods may be damaged during transport, we recommend that buyers unpack and inspect the goods in the presence of the carrier. By signing for the delivery, you declare that the packaging is undamaged.
These complaint terms 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 buyer.
The contact address for sending complaints is: Ravenala Design s.r.o., Palárikova 17, 92101, Piešťany.
