Complaints
1. At what point and how do I have to inform the customer about the possibilities of complaint?
Already at the time of sale. Therefore, for the purpose of offers on Zlavomat.sk, it is necessary to add a complaints procedure or terms and conditions to each offer ( if the complaints procedure is part of the terms and conditions):
2. How long does the customer have to make a claim?
The customer has 24 months from the receipt of the goods to exercise his/her rights from defective performance.
If the buyer is a business, you may or may not offer a warranty period.
3. Do I have to reimburse the customer for shipping costs?
Yes, if the claim is legitimate. You are obliged to reimburse the customer for the least necessary shipping costs. If the customer would like to send the goods to you, for example by courier, you only need to reimburse the cost of an ordinary parcel of the Slovak Post.
4. How is the time limit for resolving a complaint calculated?
You know that you have 30 days to resolve a complaint. But you may not know that you should decide on the complaint (i.e. accept it) immediately, within a maximum of 3 working days. This 3 working days does not include the time taken to have the defect assessed by a professional, as appropriate for the type of product or service.
Furthermore:
- You should resolve the complaint as quickly as possible.
- The time limit for resolution starts the next working day after the customer has requested the complaint.
- You can agree with the customer to extend this time limit. In this case, please keep the communication in writing.
- If the time limit expires and you fail to resolve the complaint within the time limit, the customer has the right to withdraw from the contract and you must refund the money in that case.
5. Who is liable for defects on receipt?
You as the seller. This also applies if the defect does not become apparent until later.
6. If the customer claims the goods, does he have to deliver them in the original packaging?
No.
Withdrawal from the contract
1. When can the customer withdraw from the contract?
- If the customer enters into a contract by means of distance communication (typically via the internet), he/she may withdraw from the contract within 14 days of receipt of the performance (i.e. the goods or the voucher).
- Personal collection, for example at your shop, does not affect this provision.
- You can also agree with the customer to withdraw from the contract prior to collection, for example, if he changes his mind about his purchase before dispatch.
- If you do not ship the goods at once ( for example, if one product in the order is delayed), the 14-day period only starts when the last part of the order is delivered.
In certain cases it is not possible to withdraw from the contract, for example when ordering photographic products.
2. If the customer withdraws from the contract, do I have to refund the amount, including postage?
- Yes, the customer must be refunded the full amount for the goods, including shipping costs. So if the goods cost €10 and the shipping cost €2.50, you will refund €12.50. Just cancel the order on Zlavomat.sk, the customer will get a refund and the order will not be included in your bill.
- However, the customer does not have to pay the shipping costs back to you. However, you must inform him that you will not pay for them, for example in the terms and conditions.
3. If the customer withdraws from the contract or makes a complaint, does the customer have to return the product in its original packaging?
They do not have to, the packaging is not part of the purchased item. At the same time, the customer cannot withdraw from the contract
- for the supply of goods in closed packaging which the consumer has removed from the packaging and which cannot be returned for hygiene reasons,
- the delivery of an audio or visual recording or a computer program if the original packaging has been damaged.
4. What to do if the customer damages the item and withdraws from the contract?
If the customer withdraws from the contract, you may charge him or her an amount equivalent to the reduced value of the goods for reimbursement.