{"id":16517,"date":"2022-12-09T10:24:54","date_gmt":"2022-12-09T09:24:54","guid":{"rendered":"https:\/\/okruhari.sk\/complaints-procedure\/"},"modified":"2026-11-07T18:12:44","modified_gmt":"2026-11-07T17:12:44","slug":"complaint-policy","status":"publish","type":"page","link":"https:\/\/okruhari.sk\/en\/complaint-policy\/","title":{"rendered":"Complaints Procedure"},"content":{"rendered":"\t\t
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Complaints Procedure<\/strong><\/p>\n

ARTICLE I.GENERAL PROVISIONS<\/p>\n

1. This complaints procedure is issued in accordance with Act No. 40\/1964 Coll. Civil Code (hereinafter referred to as the Civil Code) as amended, Act No. 250\/2007 Coll. on Consumer Protection and on amendments to Act No. 372\/1990 Coll. on Offenses as amended, as well as other generally binding legal regulations of the Slovak Republic.2. This complaints procedure governs the process for filing a complaint regarding goods sold by Nerio s.r.o., with its registered office at: Gork\u00e9ho 129\/10, 811 01 Bratislava, ID No.: 50 206 460, in accordance with its business activities. It is binding for both the seller and the buyer.3. Through this complaints procedure, the seller informs the buyer about the scope, conditions, and method of filing a complaint, including information on where a complaint can be filed, as well as the performance of warranty repairs.4. This complaints procedure is published on the website of the seller’s online store www.okruhari.sk.5. By taking over the goods, the buyer agrees to this complaints procedure and confirms that they have been familiarized with its content. <\/p>\n

ARTICLE II.DEFINITION OF TERMS<\/p>\n

1. For the purposes of this complaints procedure, the Seller means the commercial company Nerio s.r.o., with its registered office at: Gork\u00e9ho 129\/10, 811 01 Bratislava, ID No.: 50 206 460, registered in the Commercial Register of the District Court Bratislava III, Section: Sro, Entry No.: 109818\/B.<\/p>\n

2. For the purposes of this complaints procedure, the Buyer means a natural person or legal entity who, as a consumer, has purchased goods from the seller within its sales network or through the electronic store on the seller’s e-commerce website, and who has the right to exercise claims arising from liability for defects.<\/p>\n

3. For the purposes of this complaints procedure, a Complaint means the exercise of liability for product defects.<\/p>\n

4. For the purposes of this complaints procedure, Settlement of a Complaint means the termination of the complaint procedure by handing over the repaired product, replacing the product, refunding the purchase price of the product, paying a reasonable discount on the price of the product, a written invitation to take over the performance, or a justified rejection of the complaint.<\/p>\n

5. For the purposes of this complaints procedure, Professional Assessment means the statement of an expert or an opinion issued by an authorized, notified, or accredited person, or the opinion of a person authorized by the manufacturer to perform warranty repairs.<\/p>\n

ARTICLE III.LIABILITY FOR DEFECTS<\/p>\n

1. The sold goods must have the required quality, quantity, measure, or weight, or that prescribed by legal regulations, and must be free of defects; in particular, they must comply with binding technical standards.<\/p>\n

2. The seller is liable for defects that the sold goods have upon takeover by the buyer and for defects that occur after takeover of the goods during the warranty period. For goods sold at a lower price, the seller is not liable for defects for which the lower price was agreed. <\/p>\n

3. The warranty period is 24 months.<\/p>\n

4. If a period of use is marked on the sold goods, their packaging, or the instructions attached to them, the warranty period shall not end before the expiry of this period.<\/p>\n

5. For goods intended to be used for a longer period, special regulations establish a warranty period longer than 24 months. A warranty period exceeding 24 months may also apply to only a certain component of the goods. <\/p>\n

6. The warranty period begins to run from the date of takeover of the goods by the buyer. If the purchased goods are to be put into operation by an entrepreneur other than the seller, the warranty period begins to run only from the date the goods are put into operation, provided the buyer ordered the commissioning no later than three weeks from the takeover of the goods and provided the necessary cooperation for the performance of the service properly and on time. <\/p>\n

7. If the warranty period begins to run from a day other than the date of takeover of the goods by the buyer, this fact must be indicated in the warranty certificate.<\/p>\n

8. At the request of the buyer, the seller is obliged to provide the warranty in writing (warranty certificate). If the nature of the goods allows it, it is sufficient to issue a proof of purchase instead of a warranty certificate. <\/p>\n

9. By a declaration in the warranty certificate issued to the buyer or in an advertisement, the seller may provide a warranty exceeding the scope of the warranty established by law. In the warranty certificate, the seller shall specify the conditions and scope of this warranty. <\/p>\n

10. The period from the exercise of the right from liability for defects until the time when the buyer was obliged to take over the goods after the repair is completed is not included in the warranty period.<\/p>\n

11. If the goods are replaced, the warranty period begins to run again from the takeover of the new goods. The same applies if a component for which a warranty was provided is replaced. In the event of replacement of defective goods, the buyer will receive a document on which the replaced goods will be identified. Any further complaints are filed based on the original delivery note and this complaint document. <\/p>\n

12. The buyer’s rights from liability for defects in the goods shall expire if they are not exercised within the warranty period.<\/p>\n

ARTICLE IV.WARRANTY CONDITIONS<\/p>\n

1. Upon takeover of the goods, the buyer is obliged to inspect the goods and check the completeness of the goods and relevant documents (tax document, invoice, warranty certificate, manual, or other document necessary for the operation of the purchased goods). In the case of personal collection of the goods, the buyer is obliged to check the goods and immediately report any discovered obvious defects regarding mechanical damage to the goods or their packaging, the quantity of delivered goods, completeness of documents, or other obvious defects. Upon delivery of the goods by courier service or post, the buyer is obliged to draw up a complaintreport at the place of takeover regarding discovered obvious defects \u2013 regarding the incompleteness of the shipment, mechanical damage to the goods, its packaging, or other obvious defects. Later complaints regarding obvious defects of the goods, detectable upon takeover of the goods, and incompleteness of the goods and documents, cannot be accepted and such a complaint will be considered unjustified. The seller is not liable for obvious defects detectable upon takeover of the goods andincompleteness of the handed-over goods and documents even if the buyer does not exercise the right to perform an inspection of the goods upon takeover. <\/p>\n

2. Complaints regarding mechanical damage to the goods that were not obvious upon takeover must be filed without undue delay after takeover of the goods, no later than 24 hours from takeover. Later complaints will not be accepted. <\/p>\n

3. Liability for damage to the goods during transport is borne by the carrier, as all goods are insured. Based on the record made, the customer will be provided with a reasonable discount or delivered new goods after the damage event is closed with the carrier. <\/p>\n

4. In the event that the goods handed over to the buyer do not correspond to the quality stated by the seller on its website, the buyer is obliged to notify the seller of this fact no later than 2 working days from the takeover of the goods. Additional complaints of this type will not be accepted. <\/p>\n

5. Before the first use of the purchased goods, the buyer is obliged to study the warranty conditions, including the operating instructions, and subsequently follow this information.<\/p>\n

6. The buyer is obliged to exercise rights from liability for defects without undue delay after their discovery, no later than the expiry of the warranty period.<\/p>\n

7. The warranty only covers functional failures of the goods caused by a manufacturing defect.<\/p>\n

8. The warranty specifically does not cover defects caused by wear and tear or excessive use of the item, defects caused by using the goods in conditions that do not correspond to the nature of the goods or those stated in the relevant documentation for the goods, defects caused by improper handling of the goods contrary to the instructions for use, improper operation, care, and maintenance of the goods, defects caused by the use of components other than those recommended by the manufacturer or supplier, defects caused by mechanical damage to the goods that occurred after takeover by the buyer, defects caused by unprofessional assembly or unprofessional commissioning of the goods, defects caused by repair or modification of the goods performed by persons other than an authorized service center, defects caused by natural elements, goods with broken protective seals and stickers if they are on the goods, mechanical damage to the goods or other obvious defects and incompleteness of the handed-over goods that were not reported to the seller upon takeover of the goods and, in the case of mechanical damage that could not be detected upon takeover, without undue delay after takeover of the goods, goods used with a defect if the use of the goods with defects prevents the removal of the defect or increases the scope of the defect, parts of a consumable nature consumed before the expiry of the warranty period, if the buyer knew about the defect before taking over the goods or was warned about the defect and a discount on the price of the goods was provided for the defect, or if the buyer claims the goods after the expiry of the warranty period. <\/p>\n

9. If the seller, when selling the goods, offers the buyer another item as a gift free of charge with the sold goods, it is up to the buyer whether to accept the offered gift. A gift is not sold goods and therefore is not covered by the warranty, and the seller is not liable for any defects in it. If the seller knows about defects in the goods offered to the buyer as a gift, they are obliged to warn the buyer about them when offering the gift. If defects appear in the gifted goods that the seller did not warn the buyer about, the buyer is entitled to return the gift. In the event that the buyer acquires the right to withdraw from the contract for the purchase of goods, they are obliged to return to the seller everything they received under the contract, i.e., along with the purchased goods, they are also obliged to return the goods received as a gift. <\/p>\n

ARTICLE V.EXERCISING THE RIGHT FROM LIABILITY FOR DEFECTS<\/p>\n

1. The buyer may exercise rights from liability for defects in the goods at the company’s headquarters in Bratislava at Gork\u00e9ho 129\/10 or at an authorized service center (the buyer can obtain information about authorized service centers from the seller via the contacts listed on this page in the “Contact” section). The buyer must send goods for a complaint or for withdrawal from the contract to the address: Nerio s.r.o., with its registered office at: Gork\u00e9ho 129\/10, 811 01 Bratislava. <\/p>\n

2. In the event that the buyer requests the repair of defective goods and the warranty certificate lists another entrepreneur designated for repair who is at the seller’s location or at a location closer to the buyer, the buyer shall exercise the right to repair with the entrepreneur designated to perform the warranty repair.<\/p>\n

3. The buyer may exercise the right to repair the goods at authorized service centers, the list of which is provided in the documentation for the goods, or which the seller will notify the buyer of upon request.<\/p>\n

4. The buyer may file a complaint by handing over the defective goods and relevant documents, or by sending them (by post or courier service), to the location specified in points 1 to 3 of this article. <\/p>\n

5. If the nature of the goods does not allow the goods to be delivered to the seller or to an authorized service center, the buyer has the right to request the removal of the defect on-site or to agree with the seller on the method of transporting the goods.<\/p>\n

6. When filing a complaint, the buyer is obliged to submit the warranty certificate (if issued) and proof of purchase of the goods or payment of the purchase price. If these documents are not submitted, the complaint will not be recognized as a warranty claim. An incomplete or incorrectly altered warranty certificate is invalid. The buyer is also obliged to submit documents regarding any previous repairs related to the warranty. <\/p>\n

7. When filing a complaint, the buyer shall accurately describe the defect of the goods and the way the defect manifests itself. At the same time, they shall provide a contact address (address of residence, stay, or registered office, telephone number, e-mail) at which the seller will notify them of the method of settling the complaint. The seller is not liable for any incorrect data provided by the buyer and for the impossibility of delivering documents to the contact address provided by the buyer. The buyer shall also state which of the claims from liability for defects they are exercising and how they request to take over the settled complaint (personal collection, sending by post). <\/p>\n

8. If the buyer sends defective goods to the seller or a service center, they are obliged to pack them in suitable packaging that sufficiently protects the goods and meets the requirements for transporting fragile goods, while being obliged to mark the shipment with the appropriate symbols. The seller is not liable for damage to the goods caused by unsuitable packaging. <\/p>\n

9. The day the complaint procedure begins is considered the day the buyer filed the complaint with the seller or at an authorized service center. In the case of a personal complaint, it is the day the defective goods are handed over along with the relevant documents to the seller or authorized center. When sending defective goods to the seller or service center, the day the complaint procedure begins is considered the day the defective goods along with the relevant documents were delivered to the seller or service center. <\/p>\n

10. In the event that the buyer does not hand over all required documents when filing a complaint, or if these are not legible or the handed-over goods are not complete, the complaint procedure begins only on the day the complete goods and all required documents are handed over. If the buyer does not supplement the missing documents and goods even upon the seller’s request, the complaint will be considered groundless. <\/p>\n

ARTICLE VI.SETTLEMENT OF THE COMPLAINT<\/p>\n

1. When a complaint is made in person, the seller’s employee shall issue a receiving protocol to the buyer, which is a confirmation of receipt (filing) of the complaint.<\/p>\n

2. If the complaint is filed through means of distance communication, the seller is obliged to deliver the confirmation of receipt (filing) of the complaint to the buyer immediately; if it is not possible to deliver the confirmation immediately, it must be delivered without undue delay, but no later than together with the document on the settlement of the complaint; the confirmation of filing the complaint does not need to be delivered if the buyer has the opportunity to prove the filing of the complaint in another way.<\/p>\n

3. If the buyer files a complaint, the seller or an employee authorized by them or a designated person is obliged to instruct the buyer about their rights under \u00a7 622 and \u00a7 623 of the Civil Code. Based on the buyer’s decision as to which of the rights from liability for defects they are exercising, the seller is obliged to determine the method of settling the complaint immediately, in complex cases no later than 7 working days from the date of filing the complaint, and in justified cases, especially if a complex technical evaluation of the condition of the product or service is required, no later than 30 days from the date of filing the complaint. After determining the method of settling the complaint, the complaint shall be settled immediately; in justified cases, the complaint may also be settled later; however, the settlement of the complaint must not take longer than 30 days from the date of filing the complaint. <\/p>\n

4. After the expiry of the period for settling the complaint specified in point 3 of this article, the buyer has the right to withdraw from the contract or has the right to exchange the goods for new goods. <\/p>\n

5. If the buyer filed a complaint about the goods during the first 12 months from purchase, the seller may settle the complaint by rejection only based on a professional assessment; regardless of the result of the professional assessment, the consumer cannot be required to pay the costs of the professional assessment or other costs related to the professional assessment.<\/p>\n

6. If the buyer filed a complaint about the goods after 12 months from purchase and the seller rejected it, the person who settled the complaint is obliged to state in the document on the settlement of the complaint to whom the consumer can send the product for professional assessment. If the product is sent for professional assessment to the designated person, the costs of the professional assessment, as well as all other related purposefully incurred costs, shall be borne by the seller regardless of the result of the professional assessment. If the consumer proves the seller’s liability for the defect through a professional assessment, they may file the complaint again; duringthe performance of the professional assessment, the warranty period does not run. The seller is obliged to reimburse the consumer within 14 days from the date of re-filing the complaint for all costs incurred for the professional assessment, as well as all related purposefully incurred costs. A re-filed complaint cannot be rejected. <\/p>\n

7. In the case of an obviously groundless complaint filed by the buyer, the seller has the right to demand from the buyer reimbursement of the costs incurred in connection with the filed complaint.<\/p>\n

8. The seller shall issue an output protocol to the buyer regarding the settlement of the complaint no later than 30 days from the date of filing the complaint, which is a confirmation of the settlement of the complaint. Along with the handover of the output protocol, the seller also fulfills its obligation arising from the complaint (hands over the repaired claimed goods, hands over new goods for which the claimed goods were exchanged, returns the purchase price or part thereof, or returns the unrepaired claimed goods if the complaint was rejected). <\/p>\n

9. The seller informs the buyer about the settlement of the complaint by sending an e-mail messageif the buyer provided an e-mail address for these purposes. At the same time, it invites the buyer totake over the goods or other claim to which they are entitled from the filed complaint(refund of the purchase price, exchange of the item) if the buyer requested personalcollection of the settled complaint. In the event that the buyer requests the settled complaintby post, the seller shall send the repaired goods, exchanged new goods, or the purchase price tothe buyer’s address along with the confirmation of the settlement of the complaint (output protocol). <\/p>\n

10. The seller is obliged to keep records of complaints and submit them at the request of the supervisory authority for inspection. The record of the complaint must contain data on the dateof filing the complaint, the date and method of settling the complaint, and the serial number of the document on filing the complaint. <\/p>\n

ARTICLE VII.METHODS OF SETTLING THE COMPLAINT<\/p>\n

1. If a defect that can be removed occurs in the goods during the warranty period, the buyer has the right to its free, timely, and proper removal. The seller is obliged to remove the defect without undue delay. The seller decides on the method of removing the defect. Instead of removing the defect, the buyer may request a replacement of the goods, or if the defect concerns only a part of the goods, a replacement of the part, if this does not incur disproportionate costs for the seller considering the price of the goods or the severity of the defect. The seller may always replace the defective goods with defect-free ones instead of removing the defect if this does not cause serious difficulties for the buyer. Removable defects are defects whose removal does not deteriorate the quality and utility properties of the goods. <\/p>\n

2. If the appearance of the goods has deteriorated due to the warranty repair performed and its functionality has not been compromised, it is possible to resolve the complaint with a discount on the purchase price.<\/p>\n

3. The buyer has the right to request a free replacement of the goods or to withdraw from the purchase contract if a defect occurs in the goods that cannot be removed and which prevents the goods from being properly used as goods without a defect; if the defects are removable, but the buyer cannot properly use the goods due to the re-occurrence of the defect after repair; a re-occurrence of the defect after repair is considered a state where the same defect occurs for the third time after at least two previous repairs; if the defects are removable, but the buyer cannot properly use the goods due to a larger number of defects; at least three different removable defects occurring simultaneously that prevent the proper use of the goods are considered a larger number of defects; or if the seller does not settle the complaint within the statutory 30-day period (in this case, it is considered an irremediable defect).<\/p>\n

4. If other irremediable defects appear in the goods, the buyer has the right to a reasonable discount on the price of the goods.<\/p>\n

5. When settling a complaint by providing a discount on the purchase price, the nature of the defect, the degree and method of wear and tear of the goods, and the possibility of its further use will be taken into account. The seller decides on the amount of the discount provided. <\/p>\n

6. If goods sold at a lower price have a defect for which the seller is liable, the buyer has the right to a reasonable discount on the purchase price instead of the right to exchange the goods.<\/p>\n

7. The seller is obliged to settle the complaint and terminate the complaint procedure by handing over the repaired goods, replacing the goods, refunding the purchase price of the goods (upon the buyer’s withdrawal from the contract), paying a reasonable discount on the price of the goods, a written invitation to take over the performance, or a justified rejection of the complaint.<\/p>\n

8. The settlement of the complaint does not affect the buyer’s right to compensation for damage under Act No. 294\/1999 Coll. on Liability for Damage Caused by a Defective Product as amended. <\/p>\n

ARTICLE VIII.FINAL PROVISIONS<\/p>\n

1. This complaints procedure becomes valid and effective on 01. 05. 2022.<\/p>\n

2. The seller reserves the right to change this complaints procedure without prior notice.<\/p>\n

3. In Bratislava on May 1, 2022.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Complaints Procedure ARTICLE I.GENERAL PROVISIONS 1. This complaints procedure is issued in accordance with Act No. 40\/1964 Coll. Civil Code (hereinafter referred to as the…<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"ngg_post_thumbnail":0,"_jetpack_hide_featured_image":false,"_jetpack_featured_image_duplicate_dismissed":0,"footnotes":""},"class_list":["post-16517","page","type-page","status-publish","hentry"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/okruhari.sk\/en\/wp-json\/wp\/v2\/pages\/16517","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/okruhari.sk\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/okruhari.sk\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/okruhari.sk\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/okruhari.sk\/en\/wp-json\/wp\/v2\/comments?post=16517"}],"version-history":[{"count":8,"href":"https:\/\/okruhari.sk\/en\/wp-json\/wp\/v2\/pages\/16517\/revisions"}],"predecessor-version":[{"id":22049,"href":"https:\/\/okruhari.sk\/en\/wp-json\/wp\/v2\/pages\/16517\/revisions\/22049"}],"wp:attachment":[{"href":"https:\/\/okruhari.sk\/en\/wp-json\/wp\/v2\/media?parent=16517"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}