1. Seller’s Liability

According to § 619 of Act No. 40/1964 Coll. (Civil Code), the Seller is liable for defects that the goods had at the time the Buyer took possession of them.

2. Warranty Period

The warranty period is 24 months and begins on the date of receipt of the goods by the Buyer.
If you discover a defect in the product during the warranty period, you have the right to file a complaint.

Please send complaints to the following address:

Cafézia s.r.o.
Bočná 6
040 01 Košice
Slovakia

Please note the following:

• Only clean goods, free from dirt and contamination, will be accepted for complaint processing.

• Include a copy of the purchase receipt (invoice), which also serves as the warranty certificate.

• Include a clear description of the defect or damage, and if possible, mark the affected area.

• If the complaint is accepted, please provide your bank account number for a refund, or let us know if you wish to receive a replacement product (subject to availability).

• Include your phone number and email address to allow us to process your complaint efficiently and keep you informed.

3. Complaint Handling

When a consumer files a complaint, the Seller or their designated employee must inform the consumer of their rights under applicable consumer protection laws.

Based on the consumer’s decision on how they wish to exercise those rights, the Seller is obliged to determine the method of complaint resolution immediately, or in complex cases, within 3 working days. In justified cases, particularly when a technical assessment is needed, the deadline is 30 days from the date the complaint was filed.

Once the resolution method is determined, the complaint must be resolved immediately or within a reasonable time. However, it must not exceed 30 days from the filing date.
If the complaint is not resolved within 30 days, the consumer has the right to withdraw from the contract or request a replacement.

4. Consumer Rights

4.1. Remediable Defects

If the defect is repairable, the Buyer has the right to have it repaired free of charge, properly, and without delay.
Instead of repair, the Buyer may request a replacement, or the replacement of a defective part, unless this causes the Seller disproportionate costs relative to the value or severity of the defect.

The Seller may choose to replace the defective product instead of repairing it, provided this does not cause significant inconvenience to the Buyer.

4.2. Irremediable Defects

If the defect cannot be repaired and prevents the proper use of the product, the Buyer may request a replacement or withdraw from the contract.

The same rights apply if a repairable defect reoccurs repeatedly or if the product has multiple defects that prevent proper use.

For other irremediable defects that do not prevent usage, the Buyer is entitled to a reasonable discount.

5. Time Limit

The complaint must be resolved within 30 days.
If this deadline is exceeded, the Buyer has the same rights as if the defect were irremediable (as per § 52(3) of the Civil Code).

6. Resolution Methods

The Seller is obliged to handle and resolve the complaint by one of the following methods:

a) Repair of the product
b) Replacement with a new product
c) Refund of the purchase price
d) Justified rejection of the complaint

If the complaint is rejected, the Seller must send the goods for expert evaluation at their own expense.

If the product is replaced, a new warranty period begins from the date of receipt of the new item.

7. Confirmation

The Seller will issue a written confirmation to the Buyer regarding the resolution of the complaint.