Complaints and product returns

The Seller is responsible for defects present in the goods at the time of receipt, even if such defects become apparent after receipt. The Buyer is not entitled to rights arising from defective performance if the defect was caused by the Buyer. Normal wear and tear resulting from regular use is not considered a defect.

The Buyer may raise claims for defects within two years from the date of receipt of the goods. This period does not expire during the time the Buyer cannot use the goods due to a reported defect. Within one year of receipt, it is presumed that the defect existed at the time of receipt unless the nature of the goods or defect excludes this possibility.

The Buyer must file a complaint with the Seller or a person designated to repair the goods without undue delay upon discovering the defect. When submitting the complaint, the Buyer must provide contact information, a description of the defect, and the requested resolution. The Buyer must also prove the purchase of the goods (e.g., with a purchase receipt) and deliver or hand over the defective goods to the Seller without undue delay at the time of the complaint or afterward.

If the defect is remediable, the Buyer is entitled to request that it be corrected free of charge within a reasonable period in a manner that does not cause undue inconvenience. This can be achieved by repairing the item or delivering a new item. The Buyer may decide whether the defect is remedied through repair or replacement, except where the chosen method is impossible or disproportionately costly compared to the alternative. The feasibility or cost-effectiveness of the chosen method must be assessed based on the severity of the defect, the item’s value without the defect, and whether the defect can be remedied without significant inconvenience to the Buyer by the alternative method.

Complaints, including defect resolution, must be addressed within 30 days from the date of the complaint unless a longer period is agreed upon by the Seller and Buyer. This does not apply if the Buyer fails to provide necessary cooperation required by the Seller to resolve the complaint (e.g., by not delivering the defective goods).

The Seller may refuse to remedy the defect if it is impossible or unreasonably costly, particularly in relation to the defect’s severity and the value of the goods without the defect. If the Seller refuses to remedy the defect or if it is evident that the defect cannot be remedied within a reasonable time or without undue inconvenience to the Buyer, the Buyer is entitled to withdraw from the contract or request a reasonable discount on the purchase price (calculated as the difference between the value of the flawless item and the defective item received by the Buyer).

The Buyer is also entitled to withdraw from the contract or request a reasonable discount if the defect recurs, if the defect is substantial, or if the Seller fails to resolve the complaint and inform the consumer within the specified period.

The Buyer is not entitled to withdraw from the contract if the defect is insignificant. A defect is presumed to be non-insignificant unless the Seller proves otherwise. If the goods have a defect that constitutes a fundamental breach of the contract, the Buyer is entitled to withdraw from the contract immediately without first demanding the defect’s rectification or replacement. Upon withdrawal, the Seller must refund the purchase price to the Buyer without undue delay after the Buyer has returned the item or provided proof that the item has been sent.

The Seller is obligated to provide the consumer with confirmation of the complaint’s resolution, including details of the repair, the duration of the repair, or written justification for rejecting the complaint. In the case of a justified complaint, the Buyer is entitled to reimbursement of costs associated with the complaint. The Buyer is not required to pay the outstanding purchase price or a portion thereof until the Seller fulfills their obligations arising from defective performance.