COMPLAINT RULES

of the Internet shop glowycats.shop

 

I. General provisions

These complaint rules are issued in accordance with Act no. 40/1964 Coll. Civil Code as amended (hereinafter referred to as the “Civil Code”), Act no. 250/2007 Coll. on Consumer Protection, as amended (hereinafter referred to as the “Consumer Protection Act”), 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, as amended, and Act no. 22/2004 Coll. on electronic commerce as amended. And regulates the legal relationship between the Seller, which is:

1.2.The seller is a company 

Business name: Gence Group, s.r.o.
Registered office: Martina Benku 1685/17, Malacky 901 01, Slovak Republic

Registered in the register of the District Court Bratislava III, Section Sro, File number 156362 / B
IČO: 54168767

DIČ: 2121595883

IČ DPH: SK 2121595883
Bank account: SK59 1100 0000 0029 4511 5770 The

seller is a VAT payer / Value added tax / 

(hereinafter referred to as the “Seller”) and any person who is the Buyer of goods or services offered by the Seller on the Seller’s Website and who acts as a consumer in accordance with the provisions of the General Terms and Conditions published on the Seller’s Website, these Complaints Procedure and applicable laws consumer, in accordance with the valid legislation of the Slovak Republic, especially the laws: 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, as amended, Act no. 250/2007 Coll. On consumer protection as amended and Act no. 40/1964 Coll. Civil Code as amended

1.3. Email contact and telephone contact of the Seller is: 

Email: [email protected]

Tel. No .: +421911526776

1.4.Address for sending documents, complaints, withdrawals from contracts and also is:

Gence Group, s.r.o., Martina Benku 1685/17, Malacky 901 01, Slovak Republic

1.5.This Complaints Procedure regulates the rights and obligations of the Buyer, who is a consumer in exercising the rights from defects of goods (goods) or services in accordance with the concluded purchase contract at a distance with the Seller through the Seller’s e-shop glowycats.shop

Buyer is any person (natural person or legal entity) who , through the Seller ‘s website, or other remote communication means.

1.7. The consumer is the Buyer, who is a natural person and who does not act within the scope of his business activities when concluding the purchase contract through the Seller’s Website.

1.8. This complaint procedure regulates the legal relations between the Buyers, who are consumers, and the Seller. With the exception of point 4.12. of this Complaints Procedure (Seller’s statement of the warranty period in the event that the Buyer does not act as a consumer).

1.9. Products (hereinafter also “Things”) are goods, services that are intended for sale and are also published on the Seller’s Website. 

1.10. Term The goods also include electronic content not supplied on a tangible medium.

II. References

2.1. in addition to the general provisions of Act No. 40/1964 Coll. Civil Code as amended, as well as special regulations, especially 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 Act no. 250/2007 Coll. On consumer protection.

2.2. Legal relations arising from the exercise of rights from liability for defects between the Seller and the Buyer, which is a legal entity or a natural person entrepreneur who acts in the course of its business activities / persons who are not in the position of consumers / are governed by Act no. 513/1991 Coll. Commercial Code as amended. With the exception of point 4.12. of this Complaints Procedure (Seller’s statement of the warranty period in the event that the Buyer does not act as a consumer).

2.3. Pursuant to §3, par. 1, letter n), Act no. 102/2014 Coll., The Seller informs the consumer that there are no special codes of conduct to which the Seller has committed itself to complying with them, where the Code of Conduct means an agreement or set of rules defining the conduct of the Seller who has undertaken to comply with this Code of Conduct in relation to to one or more specific commercial practices or industries, unless these are provided for by law or other legislation or public authority measure) which the seller has undertaken to comply with, and the manner in which the consumer may become acquainted with them or obtain them; wording.

III. Seller’s liability for defects of products (goods and services)

3.1. The seller is obliged to deliver the thing (goods) or service in accordance with the concluded purchase contract, ie in the required quality, quantity and without defects (factual, legal).

3.2. The Seller is responsible for defects in the thing sold or the service when taken over by the Buyer. If the items are not used, the Seller is responsible for defects that occur after taking over the item during the warranty period (warranty). The Seller recommends that the Buyer claim defects of goods or services from the Seller without undue delay. For used items, the Seller is not responsible for defects caused by their use or wear. In the case of items sold at a lower price, it is not liable for the defect for which the lower price was agreed.

3.3. The buyer is entitled to inspect the sold item or service before taking over. 

IV. Warranty period

period is 24 months. The warranty period for the used item is 12 months. Warranty periods begin to run from the receipt of the item or service by the Buyer. 

4.2.If it is not about things that spoil quickly or used things, the Seller is responsible for defects that occur after taking over the goods during the warranty period (warranty). The warranty period is 24 months. If the period of use is marked on the item sold, its packaging or the instructions attached to it, the warranty period does not end before the expiration of this period.

4.3.If it is a used item, the Buyer and the Seller may agree on a shorter warranty period, but not shorter than 12 months.

4.4.For items that are intended to be used for a longer period, special regulations provide for a warranty period of more than 24 months. A warranty period exceeding 24 months may apply to only some part of the item.

4.5. At the request of the Buyer, the Seller is obliged to provide a written guarantee (guarantee certificate). If the nature of the matter allows it, it is sufficient to issue a proof of purchase instead of a guarantee certificate.

4.6. By a statement in the guarantee certificate issued to the Buyer or in the advertisement, the Seller may provide a guarantee exceeding the scope of the guarantee stipulated in this Act. The Seller shall specify the conditions and scope of this warranty in the warranty certificate.

4.7.Warranty periods begin to run from the takeover of the item by the Buyer. If the purchased item is to be put into operation by an entrepreneur other than the Seller, the warranty period will start to run from the date of putting the item into operation, if the Buyer ordered the commissioning no later than three weeks after taking over the item and provided the necessary cooperation to perform the service properly and in time.

4.8.If there is an exchange for a new item, the warranty period begins to run again from the receipt of the new item.

4.9.If there is an exchange of a part of a new case where the nature of the case allows. The warranty period for this part will start to run again from the receipt of the new item. The same applies if there is an exchange of a part of the item for which a guarantee has been provided.

4.10.The rights of liability for defects of items covered by the warranty period will expire if they did not apply during the warranty period.

4.11. The warranty period is extended by the time for which the goods were in the complaint. The rights from the liability for defects of the goods, for which the warranty period applies, expire if they were not exercised during the warranty period.

4.12. In connection with § 429, par. 2 of Act no. 513/1991 Coll. The Commercial Code, as amended, the Seller declares that in the case of the length of the warranty period in business relations between the Seller and the Buyer, who does not act as a consumer, the Seller assumes a warranty for the quality of goods and services lasting 12 months. 

The warranty period begins to run in accordance with the provisions of Art. IV, point 4.1 of these Complaints Procedure.

V. Procedure for exercising rights from liability for defects (Complaints)

The buyer is entitled to exercise rights from liability for defects of things, goods or services at the address: Gence Group, s.r.o., Martina Benku 1685/17, Malacky 901 01, Slovak Republic

The Buyer may always exercise the right to file a complaint in person at any of the Seller’s premises in which the receipt of the complaint is possible due to the nature of the matter, or at the Seller’s registered office, or through third parties, e.g. transport companies, courier companies, Slovenská pošta ai.

The Seller recommends that the Buyers use the Complaint Form to file a complaint. This form is freely accessible on the Seller’s Website.

In the event of a complaint, the Seller recommends that the Buyer provide an invoice, warranty card, or other document proving the purchase of the claimed goods or services from the Seller. The Seller recommends that the Buyer describe the defect of the goods or services when making a complaint.

5.1.1. If the Buyer complains about the goods or services other than in person, the Seller recommends the Buyer to send the goods together with a detailed description of the defect and goods proving the purchase of goods from the Seller (eg proof of payment, invoice, warranty card), due to the acceleration of the complaint process.

5.1.2. In case of a complaint, we recommend sending the goods by registered mail. The Seller recommends not sending the goods in the form of a cash on delivery, which will not be taken over by the Seller. 

5.1.3. The seller is obliged to issue a confirmation to the consumer when making a complaint. If the complaint is made by means of long-distance communication, the Seller is obliged to deliver the confirmation of the complaint to the consumer immediately; if it is not possible to deliver the confirmation immediately, it must be delivered without undue delay, but no later than together with the proof of the complaint; The claim confirmation does not have to be delivered if the consumer has the opportunity to prove the claim in another way.

5.1.4. The Seller is obliged to issue a written document on the handling of the complaint no later than 30 days from the date of the complaint, but no later than together with the document on the handling of the complaint, if the deadline for handling the complaint began to run

5.2. The settlement of the complaint does not affect the consumer’s right to compensation under a special regulation.

5.3. The seller is obliged to determine the method of handling the complaint according to § 2 letter. m) of Act no. 250/2007 Coll.amended (ascomplaint handling means the termination of the complaint procedure by handing over the repaired product, product replacement, return of the product purchase price, payment of a reasonable discount on the product, written request to take over the performance or reasoned rejection) immediately, in complex 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 product or service is required, no later than 30 days from the date 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. If the subject of the complaint is taken over by the seller on a later day than the day of the complaint, the deadlines for handling the complaint under this paragraph shall begin from the day of the takeover of the subject by the seller; however, at the latest from the moment when the seller prevents or prevents the takeover of the subject of the complaint. After the expiration of the period for handling the complaint, the consumer has the right to withdraw from the contract or has the right to exchange the product (subject of the complaint) for a new product.

5.4.If the consumer has lodged a product complaint within the first 12 months of purchase, the Seller may handle the complaint by rejection only on the basis of professional judgment; Irrespective of the outcome of the peer review, the consumer may not be required to reimburse the cost of the peer review or other costs related to the peer review. The seller is obliged to provide the consumer with a copy of the expert assessment justifying the rejection of the complaint no later than 14 days from the date of handling the complaint. 

5.5.If the consumer has filed a complaint about the product after 12 months from the purchase and the Seller has rejected it, the person who handled the complaint is obliged to state in the complaint handling document to whom the consumer can send the product for professional assessment. If the product is 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 Seller, regardless of the result of the expert assessment. If the consumer proves by a professional assessment the responsibility of the Seller for the defect, he can file a complaint again; the warranty period does not run during the professional assessment. The seller is obliged to reimburse the consumer within 14 days from the date of re-application of the complaint all costs incurred for professional assessment, as well as all related purposefully incurred costs. A re-submitted claim cannot be rejected.

5.6.The consumer is entitled to reimbursement of the necessary costs (especially postage, which he paid when sending the claimed goods), which he incurred in connection with the exercise of legitimate rights from liability for defects of goods and services. In the event of withdrawal due to a defect in the thing or service, the consumer is also entitled to reimbursement of the costs of such withdrawal.

5.7.Requirements of the expert assessment within the meaning of point 5.4 of this Article: The 

expert assessment must include:

a)identification of the person performing the expert assessment,

b)exact identification of the assessed product,

c)description of product condition,

d)result of assessment,

e)date of expertassessment.

5.8. If the nature of the product allows it, the consumer will hand over the product to the Seller (designated person) when making a complaint. If the nature of the product does not allow the product to be delivered to the seller (designated person), the consumer may request the elimination of the defect at the place where the product is located or agree on a method of transporting the product with the seller (designated person).

5.9. The period from the exercise of the right of liability for defects until the time when the Buyer was obliged to take over the item after the repair is completed does not count towards the warranty period. The Seller is obliged to issue a confirmation to the Buyer about when he exercised the right, as well as about the repair and its duration.

VI. Buyer’s rights in exercising the rights from liability for defects

6.1. In the case of a defect that can be rectified, the Buyer has the right to have it rectified free of charge, in a timely manner and properly. The seller is obliged to eliminate the defect without undue delay.

6.2. The Buyer may, instead of eliminating the defect, request an exchange of the item or, if the defect concerns only a part of the item, a replacement of the part, if the Seller does not incur disproportionate costs due to the price of the goods or the severity of the defect.

6.3. Instead of eliminating the defect, the Seller may always exchange the defective item for a perfect one, if this does not cause serious difficulties for the Buyer.

6.4. If it is a defect that cannot be removed and which prevents the thing from being properly used as a thing without defects, the Buyer has the right to exchange the thing or has the right to withdraw from the contract. The same rights belong to the Buyer in the case of remediable defects, but if the Buyer is unable to use the item properly due to the recurrence of the defect after repair or due to a larger number of defects.

6.5. In the case of other irreparable defects, the Buyer is entitled to a reasonable discount on the price of the item.

 

VII. Final Provisions

7.1. These Complaints Procedure form an integral part of the General Terms and Conditions and the Principles and Instructions on Personal Data Protection of this Website. The Documents – General Terms and Conditions and the Principles and Instructions on Personal Data Protection of this Website are published on the domain of the Seller’s Website.

7.2. In the event of a change in the Complaints Procedure, the relationship between the Buyer and the Seller shall be governed by the Complaints Procedure valid and effective at the conclusion of the Purchase and Sales Agreement, up to the moment of its termination.

7.3.This Complaints Procedure is valid and effective at the time of its publication on the Seller’s Website on 24.02.2022