WARRANTY TERMS AND COMPLAINT PROCEDURE
The Seller is responsible to the Consumer for ensuring that the goods purchased are in accordance with the Contract. This means that the Seller is liable for the goods having the quality and utility properties required by the Contract, described by the Seller or the manufacturer, or expected based on the advertising of the goods, or generally customary for such goods. The Seller is also responsible for ensuring that the goods meet legal requirements, are in the appropriate quantity, measure, or weight, and are suitable for the purpose stated for their use or for which they are usually used.
The warranty period for goods is 24 months, with exceptions specified by relevant legal regulations. If a use-by date is indicated on the sold item, its packaging, or the attached instructions, the warranty period does not expire before this date. However, if no expiry date is indicated on the goods, the warranty period lasts only until the expiry date. In the case of used goods, the buyer and seller may agree on a shorter warranty period, but not shorter than 12 months. For items intended for long-term use, specific regulations may establish a warranty period longer than 24 months. A warranty period exceeding 24 months may also apply to only certain components of the item.
For short-term consumables, for which the Seller provides a warranty of 3 days from the date of delivery, if no other expiry date is indicated on the packaging, a complaint must be submitted immediately upon delivery to the recipient, but no later than 10 days from the date of delivery to the recipient.
The warranty period begins to run from the moment the goods are received by the Consumer. The Consumer is entitled to submit a complaint by sending the complained goods to the Seller's address. Before sending the complained goods and initiating the complaint process, the Consumer may email a photograph of the complained goods to the Seller for informal assessment of the condition of the goods and to obtain non-binding information about possible further steps and outcomes in the complaint process. When making a complaint, the Consumer is obliged to prove the origin of the goods, for example, with an invoice, warranty card, if attached to the goods, or by other verifiable means. The Consumer is also obliged to describe how the defect manifests itself.
If the defect in the goods is removable, the Consumer has the right to have it removed free of charge, in a timely manner, and properly, and for the Seller to remove the defect without unnecessary delay. Instead of removing the defect, the Consumer may request a replacement of the item, or if the defect concerns only a part of the item, a replacement of the part, provided that this does not impose unreasonable costs on the Seller in relation to the price of the goods or the seriousness of the defect. Instead of removing the defect, the Seller may always replace the defective item with a flawless one, provided this does not cause significant difficulties for the Consumer.
If the defect in the goods is non-removable and prevents the goods from being used properly as an item without defects, the Consumer has the right to a replacement of the goods or has the right to withdraw from the Contract. The same rights apply to the Consumer if the defects are removable but cannot be properly used due to the recurrence of the defect after repair or due to a greater number of defects. Recurrence of a defect after repair means that a defect that has been repaired at least twice during the warranty period occurs for the third time. In the case of other non-removable defects, the Consumer has the right to a reasonable discount on the price of the item.
A complaint refers to the assertion of liability for defects in a product or service.
The resolution of a complaint refers to the conclusion of the complaint process by delivering the repaired product, exchanging the product, refunding the purchase price of the product, paying a reasonable discount on the price of the product, issuing a written invitation to take delivery, or its justified rejection.
Expert assessment refers to a written statement by an expert or an opinion issued by an authorized, notified, or accredited person, or the opinion of a person authorized by the manufacturer to carry out warranty repairs.
The method of resolving the complaint will be determined and resolved by the Seller immediately, in complex cases no later than three working days from the date of the complaint submission, in justified cases, especially if a complex technical assessment of the condition of the goods or service is required, no later than 30 days from the date of the complaint submission. After the deadline for resolving the complaint has expired, the consumer has the right to withdraw from the contract or has the right to exchange the product for a new one.
Upon submitting a complaint, the Seller will issue a written confirmation to the Consumer. Upon resolving the complaint, the Seller will issue a written document to the Consumer.
In the event that the goods are damaged during transport by a courier, the Buyer is obliged to draw up a record of the damage to the transported goods with this courier, and the delivered goods are not the Buyer's obligation to accept. The Buyer is obliged to inform the Seller immediately, but no later than 24 hours from delivery, about the delivery of damaged goods.
If the Consumer submits a complaint about the goods within the first 12 months from the purchase, the Seller may only resolve the complaint by rejection based on expert assessment. Regardless of the outcome of the expert assessment, the Seller will not require the Consumer to cover the costs of the expert assessment or any other costs related to the expert assessment.
If the Consumer submits a complaint about the goods after 12 months from the purchase and the Seller rejects it, the document on the resolution of the complaint will state to whom the Consumer can send the product for expert assessment. If the Consumer sends the product for expert assessment to the designated person, the costs of the expert assessment, as well as all other necessarily incurred costs related to it, will be borne by the Seller regardless of the outcome of the expert assessment. If the Consumer proves the Seller's liability for the defect through expert assessment, the Consumer may submit the complaint again. During the expert assessment, the warranty period does not run. In such a case, the Seller will reimburse the Consumer within 14 days from the date of resubmitting the complaint for all costs incurred for the expert assessment, as well as all related necessarily incurred costs. The resubmitted complaint will not be rejected by the Seller.
The warranty does not cover wear and tear of the goods caused by normal use or defects that arose from improper handling or use of the goods.
The period from the assertion of the right to liability for defects until the time when the Consumer was obliged to take over the goods after the repair is not included in the warranty period. If there is an exchange, the warranty period will start anew from the acceptance of the new goods.
Along with the goods, the Consumer may also receive a warranty card. If the warranty card is not delivered together with the goods, it is replaced by the invoice.
For liability for defects and warranties for the quality of goods and services in relation to the Buyer Entrepreneur, the provisions of the Commercial Code apply.
II. PROTECTION OF PERSONAL DATA
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III. COOKIES
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IV. ALTERNATIVE DISPUTE RESOLUTION
If the Consumer is not satisfied with the way the Seller handled their complaint or believes that the Seller has violated their rights, they have the right to contact the Seller with a request for redress.
If the Seller responds negatively to the Consumer's request for redress or does not respond within 30 days from the date of sending it, the Consumer has the right under §3 para. 6 of Act No. 250/2007 Coll. on Consumer Protection and Act No. 391/2015 Coll. on Alternative Dispute Resolution to submit a proposal for the initiation of alternative dispute resolution to an alternative dispute resolution entity in order to protect their consumer rights. This does not affect the Consumer's right to turn to the court.
Alternative dispute resolution begins with the Consumer's proposal. The proposal must contain the legally prescribed elements and can be submitted in writing in paper form, electronically, or orally into the minutes. The Consumer may use a form available on the website of the alternative dispute resolution entity. The alternative dispute resolution entity is obliged to act independently, impartially, with due professional care, with the aim of resolving the dispute while considering the protection of the rights and legitimate interests of the parties to the dispute. If the parties to the dispute are interested in an amicable resolution, the alternative dispute resolution entity will prepare a draft agreement for resolving the dispute. The concluded agreement is binding. If the parties to the dispute do not reach an agreement on resolving the dispute and the alternative dispute resolution entity concludes that the Seller has violated the Consumer's rights, it will terminate the alternative dispute resolution by issuing a non-binding reasoned opinion. The alternative dispute resolution entity will suspend the proposal if it is not clear that the Seller has violated the Consumer's rights. Alternative dispute resolution is free of charge. However, the alternative dispute resolution entity may charge the Consumer a fee of no more than 5 EUR including VAT.
The entities for alternative dispute resolution are the Slovak Trade Inspection (www.soi.sk) or other entities registered in the list of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic (www.mhsr.sk). In the case of a cross-border dispute, the Consumer has the right to contact the European Consumer Centre (www.esc-sr.sk), which will provide them with the address for delivery, electronic address, or telephone contact for the alternative dispute resolution entity competent to resolve their dispute. The Consumer also has the right to an out-of-court resolution of any disputes arising from the Contract, which they can initiate online through the European Online Dispute Resolution platform (https://ec.europa.eu/consumers/odr/main/).
V. FINAL PROVISIONS
All legal relationships between the Contracting Parties are governed by the legal order of the Slovak Republic. The relationships between the Seller and the Buyer that are not regulated in the Contract, if the Buyer is a Consumer, are governed primarily by Act No. 40/1964 Coll. Civil Code, Act No. 250/2007 Coll. on Consumer Protection, and Act No. 102/2014 Coll. on Consumer Protection in the Sale of Goods or Provision of Services Based on a Distance Contract or a Contract Concluded Outside the Seller's Operating Premises. If the Buyer is not a Consumer but an Entrepreneur, the relationships between the Seller and the Entrepreneur are governed primarily by Act No. 513/1991 Coll. Commercial Code. To eliminate any doubts, the provisions of these General Terms and Conditions, which mention the Consumer, apply only to relationships between the Seller and the Consumer and not to relationships between the Seller and the Entrepreneur.
If the relationship established by this Contract contains an international (foreign) element, the Contracting Parties have agreed that their relationship is governed by Slovak law. This does not affect the rights of the Consumer arising from generally binding legal regulations.
If any provision of the Contract is or becomes invalid or ineffective, the Contracting Parties undertake to supplement the Contract with a provision that most closely approximates the meaning of the invalid provision. The invalidity or ineffectiveness of one provision does not affect the validity of the other provisions of the Contract. Changes and supplements to the Contract must be in writing.
The supervisory authority in the area of consumer protection is the Slovak Trade Inspection, located at Prievozská 32, 827 99 Bratislava, and its individual inspectorates. The supervisory authority in the area of personal data protection is the Office for Personal Data Protection of the Slovak Republic, located at Hraničná 12, 820 07 Bratislava.
In case of any questions, complaints, suggestions, or requests for redress, the Buyer may contact the Seller at any time, for example, by email at business@schreibergroup.sk.
The wording of these Warranty Terms and Complaint Procedure may be unilaterally changed or supplemented by the Seller at any time. The new Warranty Terms and Complaint Procedure will take effect on the day of their publication on the website of the Online Store and will thereby cancel the previously valid Warranty Terms and Complaint Procedure. This provision does not affect the rights and obligations of the Buyer arising before the effectiveness of the new Warranty Terms and Complaint Procedure.
The Warranty Terms and Complaint Procedure are always available at www.schreibergroup.sk and are also sent to the Buyer in the attachment of the email confirming the receipt of their Order.

Created by: Mgr. Martin Miklánek 1. 1. 2022 in Bratislava. Revised on: 20. 07. 2025
Approved by: Mgr. Martin Miklánek, Managing Director of SCHREIBER group, s.r.o.