RETURN POLICY
Article I.
Introductory provision
Callservis, sro IČO: 500 069 934, with its registered office at Budovateľská 44 / F, 08001Prešov (hereinafter referred to as the “courier”), issues in accordance with the relevant provisions of Act no. 40/1964 Coll. Civil Code, Act no. 250/2007 Coll. On consumer protection and on the amendment of the Act of the Slovak National Council no. 372/1990 Coll. on offenses as amended and Act no. 102/2014 Coll. On consumer protection in the sale of goods or provision of services on the basis of a contract concluded at a distance or a contract concluded outside the premises of the seller and on the amendment of some laws this complaint procedure.
Article II.
General provisions
The courier is responsible for defects in the goods sold by him when taken over by the buyer. With the courier service, the owner of the goods is responsible for the goods, the courier is responsible for the delivery service and the logistics of the consignment.
When used goods, the courier is not liable for defects caused by its use or wear. In the case of goods sold at a lower price, the courier is not liable for the defect for which a lower price was agreed.
If the goods are not perishable or used, the courier is responsible for defects that occur after receipt of the goods during the warranty period.
The warranty period for non-food goods is 24 months. Foodstuffs must retain their quality until the date of minimum durability and their safety until the expiry date indicated on the packaging. If the period of use is marked on the goods sold, their packaging or the instructions attached to them, the warranty period does not end before the expiry of this period.
The guarantee may also provide a guarantee exceeding the scope of the statutory guarantee by a statement in the guarantee certificate issued to the buyer or in advertising; the warranty card contains the trade name of the seller, its registered office, the content of the warranty, its scope and conditions, the length of the warranty period and the data necessary to claim the warranty. If the warranty card does not contain all the requisites, this does not invalidate the warranty.
If the courier does not issue a warranty card to the buyer when selling the goods, the proof of purchase is sufficient to assert claims for liability for defects.
The warranty period begins from the receipt of the goods by the buyer. In the event that the claimed goods are delivered to the buyer by post or courier service, the warranty period begins to run from the receipt of the goods from the courier or postal deliveryman.
Article III.
The method of making a complaint
Complaint means the application of liability for defects of goods or services, goods and services purchased through the E-shop, the buyer is entitled to complain at the following address: CALLSERVIS, sro Budovateľská 44 / F, Prešov 080 01.
Goods delivered by the service / courier, call center / where the courier is not the owner of the goods, the goods are claimed directly from the supplier at the address according to the delivery notes attached to the goods, in accordance with the general terms and conditions.
The courier provides cooperation in resolving complaints about foreign goods, report the complaint to the email info@callservis.eu.
(hereinafter referred to as the “complaint address”)
Along with the claimed goods, the buyer is also obliged to send a proof of purchase of the claimed goods, or warranty card (hereinafter collectively referred to as the “relevant documents”), describe the reason for the complaint, as well as fill in the complaint form ( pdf ), where oi describes the reason for the complaint. In the description of the reason for the complaint, the buyer is obliged to clearly and clearly define the claimed facts, the rights he asserts from liability for defects, state the account number for possible refund, e-mail address or other (postal) address for communication and possibly. also telephone contact (hereinafter referred to as the “complaint description”).
In the event of a complaint made by post or courier service, we recommend that you send the goods together with the relevant documents to the complaint address as a registered item clearly marked with the word “COMPLAINT”. We do not accept cash on delivery – the cost of returning the goods is borne by the buyer. The claimed goods are sent by the buyer at his own expense and risk.
In the event that the buyer is issued a warranty card in which another entrepreneur is specified for the repair of goods, which is closer to the buyer in the place, the buyer is obliged to exercise the right to repair the goods with this entrepreneur.
Defect liability rights will lapse if they have not been exercised in the manner described above during the warranty period.
The buyer can only claim defective goods, and is not entitled to return or exchange goods that are free of defects. The buyer is obliged to check the goods immediately after receiving the shipment.
Article IV.
Buyer’s rights from liability for defects
In the case of a defect that can be rectified, the buyer has the right to have it rectified free of charge, in good time and properly. The seller is obliged to eliminate the defect without undue delay and no later than 30 days from the date of the complaint.
The courier is always entitled to replace the defective goods with perfect ones instead of eliminating the defect, or if the defect concerns only its part, to replace the given part, if this does not cause serious difficulties for the buyer; if the goods are exchanged, a new warranty period begins to run from the receipt of the new goods.
The buyer may, instead of remedying the defect, request an exchange of the item or, if the defect concerns only a part of the item, a replacement of the part, provided that this does not involve disproportionate costs due to the price of the goods or the severity of the defect.
Article V.
Method of handling the complaint
Complaint handling means the termination of the complaint procedure by handing over the repaired goods, exchanging the goods, returning the purchase price of the goods, paying a reasonable discount on the price of the goods, a written request to take over the performance or reasoned rejection.
The courier is obliged to issue a confirmation to the buyer about the receipt of the complaint. Confirmation of receipt of a complaint means, in particular, a copy of the complaint protocol with a record of receipt of the complaint or a message addressed to the buyer containing a written notice of receipt of the complaint. Confirmation of receipt of the complaint can be sent to the buyer to the e-mail address, or another (postal) address provided by the buyer for the purposes of communication in the description of the complaint.
The courier is obliged to determine the method of handling the complaint immediately, in difficult cases no later than 3 working days from the date of the complaint, in justified cases, especially if a complex technical assessment of the condition of the goods is required, no later than 30 days from the date of the complaint. It is bound by the buyer’s decision on which of the rights within the meaning of Article IV. applies.
The courier is entitled to inform the buyer about the determination of the method of handling the complaint by sending a message to the e-mail address, or another (postal) address provided by the buyer for the purposes of communication in the description of the complaint.
After determining the method of handling the complaint, the complaint will be settled immediately, in justified cases, the complaint can be settled later; however, the settlement of the complaint may not take longer than 30 days from the date of the complaint. After the expiration of the period for handling the complaint, the buyer has the right to withdraw from the contract or has the right to exchange the goods for new goods.
The courier is obliged to issue a written confirmation to the buyer about the handling of the complaint within 30 days from the date of the complaint. Written confirmation of the handling of a complaint means a copy of the complaint protocol with a record of the handling of the complaint or a letter addressed to the buyer containing a written notice of the handling of the complaint. Confirmation of the handling of the complaint can be sent to the buyer to the e-mail address, or another (postal) address provided by the buyer for the purposes of communication in the description of the complaint.
If the buyer files a claim for the goods within the first 12 months of purchase, the courier can handle the claim by rejection only on the basis of professional judgment; regardless of the result of the professional assessment, the buyer may not be required to pay the costs of the professional assessment or other costs related to the professional assessment; professional assessment is a written statement of an expert, or an opinion issued by an authorized, notified or accredited person, or an opinion of a person authorized by the manufacturer to perform warranty repairs.
If the buyer files a complaint about 12 months after its purchase and the courier rejects it, the person who handled the complaint is obliged to state in the document on the handling of the complaint to whom the buyer can send the goods for professional assessment. If the goods are sent for expert assessment to a designated person, the costs of the expert assessment, as well as all other related expediently incurred costs, shall be borne by the courier, regardless of the result of the expert assessment. If the buyer proves the courier’s liability for the defect by professional assessment, he can file a complaint again; the warranty period does not run during the professional assessment. The courier is obliged to reimburse the buyer within 14 days from the day of re-filing the complaint with all costs incurred for professional assessment, as well as all related purposefully incurred costs. Re-submitted claims cannot be rejected.
Article VI.
Final provisions
The legal relations valid in the territory of the Slovak Republic apply to the legal relations regulated by this complaint procedure. This complaint procedure only applies to relationships that arose between
seller and buyer, who is a consumer in accordance with Act no. 250/2007 Coll. On consumer protection as amended. The seller’s liability for defects in the goods, including the quality guarantee, in relations between the seller and the buyer, who is not a consumer within the meaning of Act no. 250/2007 Coll. On consumer protection, as amended, are governed by the relevant provisions of the Commercial Code.
These complaint rules apply to all contracts agreed and concluded exclusively through one or more means of long-distance communication without the simultaneous physical presence of the parties, in particular through the use of a website, e-mail, telephone, fax, address letter or offer catalog, or the provision of a courier service.
This Complaints Procedure shall enter into force on 1.1.2021.