Complaint conditions

Method of reporting claims about undelivered goods.

We would like to draw your attention to changes in the reporting of claims for damaged or undelivered goods. This will apply to the time by which the claim must be reported to the claims department. After delivery of the goods by the transport company or Slovakia Trend car, it is necessary to report a claim of either damaged or undelivered goods no later than 48 hours from receipt of the shipment in order to improve services. This is due to a faster assessment of the claims and subsequently its positive acceptance. It is not possible to accept such a claim after the expiration of the specified period.

Report the damaged goods to reklamacie@slovakia-trend.sk or tel. 0915392687 - Lubos Lechman. Undelivered goods report to the address jana.gorejova@slovakia-trend.sk or on tel. 056/628 1405 (__121). Please state in the note whether the goods were delivered by our driver or an external carrier. In case of non-compliance with the reporting deadline, it will no longer be possible to accept such a claim.

The request to collect a claim for defective goods or goods for warranty repair must be reported to the dispatching of Slovakia Trend, directly to the dispatcher on tel. no. 0915/800 011 or by email to dispecer@slovakia-trend.sk or our sales representative.

The change becomes effective from 1.10.2016.

Please download this official claim form for reporting the claimed goods and use it when submitting the claim to our employees. Keep a copy of the letter for your records.

Download - Claim form (PDF)

Download - Claim form (XLS)

Download - Return list (PDF)

Download - Return list (XLS)

 

The claim procedure is issued in accordance with the provisions of:
• Act no. 40/1964 Coll. Civil Code as amended
• Act no. 513/1991 Coll. Commercial Code as amended
• Act no. 250/2007 Coll. On consumer protection as amended

Definitions:
• buyer - a business partner whose business relations are governed by the Commercial Code.
• consumer - final customer

Article 1 Right to file a claim

If a defect occurs in the purchased goods, the buyer (consumer) has the right to complain about this defect upon receipt of the goods or during the warranty period. For the correct assessment of the claim, it is necessary that the claimed goods are complete, clean in accordance with hygienic regulations or general hygienic principles.
The buyer (consumer) is obliged to use the goods only for the intended purpose and to follow the known rules, conditions and instructions for use. The exercise of the right to make a claim applies only to defects not caused by the buyer (consumer).

Article 2 Place and manner of claim

The buyer files a claim at the claim department in Slovakia-Trend, if the warranty states the warranty service, which is in the place of the seller or the buyer (consumer) can exercise the right under the warranty directly in this service, unless decided otherwise.
To handle the claim is authorized the employee of the claim department, who is obliged to assess the claim.

To assess the claim for a defect in the goods, the buyer is obliged to submit:
• identification data of the buyer, possibly telephone contact,
• delivery note or invoice number,
• catalog number of the goods, name of the goods,
• price of goods without VAT
• exact description of the defect of the goods, possibly how the defect of the goods occurred,
• goods in the condition as specified in Art.1.

When making a consumer claim, the consumer is obliged to submit:
• proof of purchase - cash receipt,
• guarantee certificate, if issued,
• name and address of the consumer, possibly telephone contact,
• exact description of the defect of the goods, or how the defect of the goods occurred,
• goods in the condition as specified in Art.1.

On receipt of the claim, the employee of the claim department issues a document to the buyer (consumer) stating the identification data of the buyer (consumer), the date when the claim was filed, what goods are claimed, when the goods were purchased, at what price the goods were purchased, brief description of the defect, stamp and signature of the employee of the claim department.
If the buyer finds quantitative differences in the delivery of the goods or its incompleteness, he must file this claim with the seller within 3 days of receipt.
In the case that the buyer files a claim by mail, transport service or sends the claim to the driver of the seller is obliged to:
» Send the goods in the condition as stated above together with a cclaim letter containing:
• identification data of the buyer,
• a description of the defect, possibly how the defect occurred,
• delivery note or invoice number,
• catalog number of the goods, name of the goods,
• price of goods without VAT,
• the date of the claim,
• stamp and signature of the claimant.

» Without the documents above, your claim will not be accepted.
» After receiving the claim, the employee of the claim department will send the claimant a document of the claim with the buyer's identification data, the date when the claim was delivered, what goods are claimed, when the goods were purchased, at what price the goods were purchased, a brief description of the defect, stamp and signature of the employee of the claim department.

Article 3 Responsibility of the seller

The seller is responsible for defects that appear on the goods during the warranty period, but not for defects:
• caused by the buyer (consumer) himself,
• of which the buyer (consumer) knew before taking over the goods,
• for which a discount on the price of the goods has been provided,
• which arose during the warranty period as a result of wear and tear of the goods, their incorrect or excessive use, incorrect care, incorrect service, use of incorrect cartridges and filters, accessories other than those specified by the manufacturer, or at the end of their service life,
• associated with a breach of the protective seal on the goods,
• were caused by the intervention of an unauthorized person on the goods or its components.

Article 4 Warranty period, deadlines for making claims

The buyer has the right to file a claim for defects in the goods within 24 months of receipt of the goods by the buyer.
The consumer has the right to file a claim for a period of 24 months from receipt of the item, if on the goods or the warranty do not state a longer period.
If the claim for defective goods for which the seller is responsible is not made during the warranty period, the right of liability for the defect expires.
» If the buyer (consumer) has the right to claim about a defect in the goods, the employee of the claim department is obliged to properly check the claim and decide on its accepance immediately, or in complex cases within 3 working days. The time required for a professional assessment of the defect is not included in this period. However, the handling of the claim must not be longer than 30 days. This period begins on the day the claim is delivered to the seller. The employee of the claim department is obliged to inform the buyer (consumer) in writing form by registered letter about the handling of the claim and, if necessary, to invite him to take over the goods.
» In the case that the buyer (consumer) does not accept the goods within the specified period, he will be charged a storage fee of 0.30 € for each day of delay for up to 6 months, after which the goods may be sold. If the claimed goods have been delivered by post, they will also send a settled claim in this way.

Article 5 Rights of the buyer

» The buyer (consumer) has the right in the case of remediable defects claimed during the warranty period to have the defect rectified free of charge, properly and in a timely manner.

» In the case of defects which cannot be remedied and which prevent the thing from being properly used as a thing without defects, the buyer (consumer) has the right to:
• to exchange items, or
• the right to withdraw from the contract and demand a refund of the purchase price.
The buyer (consumer) has the right to choose the options.

If the defect is remediable, but due to the recurrence of the defect (at least 2 previous repairs of the same defect), or for a larger number of defects (at least 3 different remediable defects) the goods cannot be used properly, the buyer has (consumer) right to:
- exchange of goods or the right to withdraw from the contract and demand a refund of the purchase price.
The buyer (consumer) has the same rights as for defects that cannot be removed even if the repair of the defective goods was not made within 30 days of the claim being filed. The buyer (consumer) may request a reasonable discount from the price in the event of defects that do not prevent the proper use of the item.

Article 6 Effectiveness of the Claims Procedure

The claim procedure becomes valid and effective on 1.1.2010.

Claims filed before this date are assessed by previous claim procedure, with the proviso that goods purchased from 1.1.2010 are covered by a 24-month warranty.