Article I

Introductory Provisions

This Complaints Policy governs the procedure, location, and method for handling complaints and warranty claims.

It forms an integral part of the Terms and Conditions and the Purchase Agreement concluded between the Seller and the consumer (Buyer).

This Complaints Policy applies to goods purchased by the consumer from the Seller:

Company name: Cafézia s.r.o.
Registered: Commercial Register of the District Court Košice I., Section: Sro, Insert No. 38660/V
Registered office: Bočná 6, 040 01 Košice
Company ID (IČO): 50 196 219
VAT ID (DIČ): 2120207881
EU VAT ID (IČ DPH): SK2120207881
Email: shop@cafezia.sk

By concluding a purchase agreement and accepting the goods, the Buyer confirms agreement with the Terms and Conditions and this Complaints Policy.

Complaints can be submitted in two cases:

• Warranty claims within the warranty period

• Claims concerning quantity, type, price, etc.

Article II

Liability for Defects

The Seller is liable to the Buyer for ensuring that the delivered goods conform to the purchase agreement and are free of defects. Conformity means that the goods have the qualities and functionality expected, as described by the Seller, or that are typical for such products, in compliance with legal regulations and their intended purpose.

Legal responsibility for defects is governed by § 620 et seq. of the Slovak Civil Code.

The Seller is responsible for defects present at the time the goods are received by the Buyer.
For discounted goods, the Seller is not responsible for the specific defect for which the discount was applied.

For goods that are not perishable or second-hand, the Seller is responsible for defects arising within the warranty period of 24 months from receipt.

At the Buyer’s request, the Seller shall provide a written warranty certificate. If the nature of the product allows, a purchase invoice serves as the warranty document.

The warranty does not cover damage caused by:

• Mechanical damage

• Improper storage conditions (temperature, humidity, chemicals)

• Improper handling or neglect

• Excessive use beyond normal conditions

• Natural disasters or force majeure

Article III

How to File a Complaint

The Buyer may file a complaint in one of the following ways:

• By completing and submitting a complaint form by post or email

• By submitting a written complaint by post or email

The complaint must include:

• The defective product

• A completed complaint form

• Proof of purchase (invoice)

• Delivery confirmation

The complaint form must contain:

• Buyer’s identification details

• Order number

• Description of the returned/exchanged product, including code, color, size, quantity, price

• Bank account details

• Date and signature

If the required documents are missing, the Seller will contact the Buyer to complete them.

If the product is not enclosed, the Seller may refuse to process the complaint and assume that the Buyer does not intend to claim a defect.

The Seller will not accept cash-on-delivery returns.

The goods must be packed properly to prevent damage during transport. Damage caused during return shipping may result in rejection of the complaint.

Article IV

Claims and Buyer Rights

The Seller is responsible for defects existing at the time of receipt. The Buyer has the right to claim defects within the warranty period.

• If the defect is repairable, the Buyer has the right to free, timely, and proper repair.
  The Buyer may instead request replacement of the product or part (if applicable), provided it doesn’t cause the Seller unreasonable costs.
  The Seller may also replace the product instead of repairing it, if it does not cause significant inconvenience.

• If the defect is non-repairable and prevents proper use, the Buyer may request a replacement or withdraw from the contract.
  The same rights apply to recurring or multiple repairable defects that prevent proper use.

• In case of other non-repairable defects, the Buyer is entitled to a reasonable discount.

Article V

Complaint Resolution

If the complaint is submitted remotely, the Seller shall provide confirmation of receipt without undue delay, and no later than with the final complaint resolution notice.
Confirmation may be omitted if the Buyer can prove the complaint submission by other means.

The Seller must determine how the complaint will be resolved:

• Immediately, or

• In complex cases, within 3 business days

• In justified cases requiring technical assessment, within 30 days

Once the method of resolution is determined, the complaint shall be processed immediately. However, the complaint must be resolved within 30 days from submission.

If this period is exceeded, the Buyer may withdraw from the contract or request a replacement.

If the complaint is submitted within 12 months of purchase and is rejected, the Seller may do so only based on expert assessment, which must be provided to the Buyer within 14 days. The Buyer shall not bear the cost of this assessment.

If the complaint is submitted after 12 months, and is rejected, the resolution document must include contact information for an independent expert to whom the Buyer may send the product.
If the expert confirms the defect, the Buyer may reclaim the complaint, and the Seller must reimburse the Buyer for all related costs within 14 days.

The time taken to resolve a complaint is excluded from the warranty period. If the product is replaced, a new warranty begins on the date of receipt.

The Seller must provide a written confirmation of complaint resolution no later than 30 days from the date the complaint was submitted.

The Buyer is entitled to reimbursement of reasonable and actual costs incurred in asserting legitimate claims (e.g., postage).

Article VI

Final Provisions

This Complaints Policy was prepared by the law firm Lanikova Group, s.r.o. for the operator of the online store www.cafezia.sk and is protected under Act No. 185/2015 Coll. (Copyright Act), as amended.
Without the author’s consent, it is forbidden to use this document in any form, including but not limited to copying, publishing, modifying, adapting, distributing, or otherwise misusing it.

This Complaints Policy enters into force on May 25, 2022.