Complaints
1. At what point and how do I have to inform the customer about the possibilities of making a complaint?
Already during the sale itself. Therefore, for the purposes of offers on Zlavomat.sk, it is necessary to add a complaint policy or business terms and conditions to each promotion (if your complaint policy is part of the business terms and conditions):
2. How long does a customer have to file a complaint?
The customer has 24 months from receipt of the goods to exercise their rights from defective performance.
If the buyer is a business owner, you may or may not offer them a warranty period.
3. Do I have to reimburse the customer for shipping costs?
Yes, if the complaint is justified. You are obliged to reimburse the customer for the minimum necessary shipping costs. If the customer would like to send the goods to you, for example, by courier, it is enough for you to reimburse them for the costs of a regular Slovak Post package.
4. How is the deadline 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. its acceptance) immediately, within a maximum of 3 working days. This 3 working day period does not include the time appropriate to the type of product or service required for a professional assessment of the defect.
The following applies:
- You should resolve the complaint as quickly as possible.
- The resolution period begins on the next business day after the customer requests the complaint.
- You can agree with the customer to extend this period. In this case, keep the communication in writing.
- If the deadline expires and you fail to resolve the complaint within the given period, the customer has the right to withdraw from the contract and in that case you must refund the money.
5. Who is responsible for defects upon acceptance?
You as the seller. This applies even if the defect only becomes apparent later.
6. If the customer complains about the goods, must they be delivered in the original packaging?
No.
Withdrawal from the contract
1. When can the customer withdraw from the contract?
- If the customer concludes a contract through distance communication (typically via the internet), he or she may withdraw from the contract within 14 days of receiving the performance (i.e. goods or voucher).
- Personal collection, for example at your store location, does not affect this provision.
- You can also agree with the customer to withdraw from the contract even before receipt, for example, if they change their mind about their purchase before shipping.
- If you do not send the goods all at once (for example, if one product from the order is delayed), the 14-day period only begins with the delivery of the last part of the order.
In certain cases, it is not possible to withdraw from the contract, for example when ordering photo products.
According to Act No. 102/2014 Coll., Section 7, point 6, the consumer cannot withdraw from a contract whose subject is a) provision of a service, if its provision began with the express consent of the consumer and the consumer declared that he was duly informed that by expressing this consent he loses the right to withdraw from the contract after the service has been fully provided, and if the service has been fully provided, b) the sale of goods or the provision of services, the price of which depends on price movements on the financial market, which the seller cannot influence and which may occur during the withdrawal period, c) sale of goods made according to the specific requirements of the consumer, custom-made goods or goods intended specifically for one consumer, d) sale of goods subject to rapid deterioration or spoilage, e) sale of goods enclosed in protective packaging which is not suitable for return due to health protection or hygiene reasons and whose protective packaging was broken after delivery, f) sale of goods which, due to their nature, may be inseparably mixed with other goods after delivery, g) sale of alcoholic beverages, the price of which was agreed at the time of conclusion of the contract, while their delivery can be carried out after 30 days at the earliest and their price depends on market price movements that the seller cannot influence, h) carrying out urgent repairs or maintenance that the consumer has expressly requested from the seller; this does not apply to service contracts and contracts whose subject matter is the sale of goods other than spare parts necessary for carrying out repairs or maintenance, if they were concluded during the seller's visit to the consumer and the consumer did not order these services or goods in advance, i) sale of sound recordings, video recordings, audiovisual recordings or computer software sold in protective packaging, if the consumer has opened this packaging, j) sale of periodicals, with the exception of sales based on subscription agreements and sales of books not supplied in protective packaging, k) provision of accommodation services for purposes other than housing, transport of goods, car rental, provision of catering services or provision of services related to leisure activities and under which the seller undertakes to provide these services at the agreed time or within the agreed period, l) provision of electronic content other than on a tangible medium, if its provision began with the consumer's express consent and the consumer declared that he was duly informed that by expressing this consent he loses the right to withdraw from the contract. |
2. Do I have to refund the amount including shipping costs to the customer if they withdraw from the contract?
- Yes, the customer needs to be refunded the full amount for the goods, including shipping costs. So if the goods cost €10 and the shipping cost was €2.50, you will refund €12.50. Simply cancel the order on Zlavomat.sk, and the customer will be refunded the money and the order will not be included in your bill.
- However, you do not have to pay the customer for the shipping costs back to you. However, you must inform them 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, must he return the product in its original packaging?
It doesn't have to, the packaging is not part of the purchased item. At the same time, the customer cannot withdraw from the contract.
- on the delivery of goods in a sealed package that the consumer has removed from the packaging and cannot be returned for hygiene reasons,
- on the delivery of a sound or video recording or a computer program, if their original packaging has been damaged.
4. What to do if the customer damages the item and withdraws from the contract?
When withdrawing from the contract, you can charge him an amount corresponding to the reduced value of the goods.