The warranty period for the goods begins to run from its acceptance by the buyer and lasts 24 months. The warranty does not apply to normal wear of the goods caused by its normal use, and therefore this fact cannot be the reason for a complaint. Proof of purchase issued by the seller is the warranty.
If it is a defect removable: the buyer has the right to free, proper and timely removal of defects, if it is not due to the disproportionate nature of the defect; the buyer has the right to exchange the defective goods or defective parts thereof; and if such a procedure is not possible, the buyer has the right to an adequate discount from the purchase price of the goods or the right to withdraw from the purchase contract.
If the defects are removable, occurring in greater numbers and repeatedly preventing proper use of goods: the buyer has the right to exchange the defective goods or the right to withdraw from the purchase contract.
If it is a defect irreparable, preventing proper use of the goods: the buyer has the right to exchange the defective goods or the right to withdraw from the purchase contract. If other unrecoverable defects and the buyer does not require to exchange things: a buyer has the right to an adequate discount from the purchase price of the goods or the right to withdraw from the purchase contract.
If defect occurs during the duration of the warranty period for purchased goods that was not caused by inappropriate and unusual use, but defect of the goods themselves, the buyer has the right to claim the goods. The buyer can ask for such a claim the seller and report it:
and then, without delay, send the claimed goods in the original packaging (if possible), or in any other convenient packaging to transport, with a cover letter containing a sufficient indication of the buyer and the seller, accurate and complete description of the defects/faults in the goods and the original receipt of purchase to the above address of the seller. Such shipment we recommend to insure. Responsibility for damage to the goods due to improper packaging shall be borne by the buyer. The content of the cover letter should also include contact of the buyer so the seller shall notify him of the complaint procedure. If it is not included then information stated in the order will be based on. The seller shall settle the claim without delay, in complicated cases within 3 working days. In reasoned cases, in particular where a complex technical assessment of the condition of the product is needed, it is within 30 days from the date of the claim. After this period, the buyer is entitled to cancel the contract or has the right to exchange the goods claimed for a new product.
The seller is obliged to settle the complaint and terminate the complaint procedure in one of the following ways:
deliver the repaired goods,
exchange of goods,
refund the purchase price,
payment of an appropriate discount from the price of goods,
legitimate refusal to claim the goods,
written notice to the seller of acceptance of a particular transaction.
If the buyer lodges a complaint of product within the first 12 months of purchase, the seller can refuse to settle the complaint in writing only on the basis of peer review; regardless the outcome of peer review it can not be required from the buyer to pay the costs of the peer review or other costs related to it. The seller shall inform the buyer about the settlement of the claim without delay after the complaints procedure by sending e-mail, if necessary contact the buyer on the phone number provided by him/her.
At the same time the seller sends a copy of the complaint report to the buyer by e-mail or other way it is sent with the goods.
If the buyer lodges a complaint after 12 months have elapsed from the purchase of goods from the seller, and the seller of the product rejects the claim, the person who was managing the complaint is obliged to state at the confirmation about managing the complaint to whom said goods are sent to for peer review. If the product is sent to a specified person, the costs of a peer review, as well as all other related costs will be incurred by the seller regardless of the outcome of a peer review. If the buyer provides a professional assessment of the liability of the seller of the defect, he/ she may claim again; during the implementation of a vocational assessment of the warranty, the period shall be suspended. The seller is obliged to make a refund to the purchaser within 14 days from the date of a new claim of the its submission to a peer review. As well as any costs incurred as a result of a professional assessment, as well as all related costs which are reasonably incurred. A re-filed complaint cannot be dismissed.
The seller is not obliged to accept not clean goods, or otherwise contaminated goods inadequate to hygiene standards.
For the rights and obligations of liability for defects the seller is obliged to follow § 622 et seq. of the Civil Code.
The complaint is brought by a natural or legal entity that points to specific defects, in particular the infringement and the like. For complaint or suggestion it will be considered only a signed filing, from which it is clear who it serves. Complaint or suggestion will be forwarded without delay to the person responsible for the execution. The responsible person is obliged to execute a complaint or suggestion within 30 days from its receipt to the seller.
The responsible person is obliged to inform the complainant about the execution of the complaint.