Complaints

Complaints

 

- If a defect occurs in purchased goods, the consumer has the right to claim the defect under warranty. For a correct assessment of the complaint, the returned goods must be clean, complete and in compliance with hygiene regulations or general hygiene principles.

- When using the goods, the consumer is obliged to observe, in addition to generally known rules, the conditions set out in the warranty card or instructions for use, to use and maintain the goods in accordance with their natural lifespan, and must not break any seals if the goods are sealed.

Where to file a complaint:

- To exercise rights arising from liability for defects (a complaint), proof of purchase (a receipt or invoice) is always sufficient. Presenting proof of purchase for the purposes of a complaint is also sufficient if a warranty card was issued but the customer has lost it. In such a case, the complaint will be accepted.

Liability of the ATRIA.SK online wholesale store

- When selling goods, the seller is responsible for ensuring that the goods comply with the consumer purchase contract, i.e. that the item sold has the quality and functional properties required by the contract, as described by the seller, manufacturer or their representative, or as expected on the basis of advertising carried out by them, or, where applicable, the quality and functional properties usual for goods of that kind, that it meets requirements, legal regulations, is of the appropriate quantity, measure or weight, and corresponds to the purpose which the seller states for the use of the item or for which the item is usually used.

- If the goods have defects at the time of acceptance by the consumer, they are in conflict with the consumer purchase contract.

- The seller is liable to the consumer for defects that manifest themselves as a conflict with the consumer purchase contract after acceptance of the goods within the warranty period. In such a case, the seller is liable for the defect without the need to examine the conditions of the warranty period.

- For an accepted complaint, the customer must be issued a document stating the date on which the complaint was filed, which goods are being claimed, when and where the claimed goods were purchased, and the price at which the goods were purchased.

- If the consumer claims defects in the goods, the complaints department employee is obliged to properly examine the complaint and decide on its resolution. However, the resolution of a complaint may not take longer than 30 days from the date the complaint was filed.

Time limits for filing complaints

- The seller is liable for defects in non-food goods for a period of 24 months from the consumer's acceptance of the item, unless a longer period is stated on the goods, their packaging, the instructions or the warranty card. The seller shall specify the conditions and scope of this longer warranty in the warranty card.

- The seller will not issue warranty cards unless requested to do so by the consumer. At the consumer's request, the seller is obliged to issue a warranty card. If the nature of the item allows it, a proof of purchase may be issued to the consumer instead of a warranty card. The consumer will be advised that proof of purchase is sufficient for handling a complaint.

- The seller will issue warranty cards in the case of longer warranty periods than 24 months provided for its own products, and for goods sold where the supplier has included a warranty card with the product.

- If a complaint is resolved by repair, the warranty period is extended by the time from filing the complaint until the day on which the consumer is obliged to collect the goods after the repair is completed, even if the buyer did not do so. The seller is obliged to issue the buyer with confirmation of when this right was exercised, as well as of the repair being carried out and its duration.

- If a complaint is resolved by replacing the defective goods with defect-free goods, a new warranty period begins to run for the new goods again from the date of acceptance of the new item, or from the date on which the customer was obliged to collect the item after the complaint was resolved.

- If the consumer does not collect the item after the complaint has been resolved (within a maximum of 30 days from acceptance of the complaint), even though the resolution of the complaint was duly communicated by registered letter with a request to collect the item, the seller shall proceed as follows:

- If, under the provisions of these complaints rules and the relevant legal regulations, the buyer becomes obliged to collect the claimed goods from the seller, or the seller demonstrably calls on the buyer to collect the claimed goods, the buyer is obliged to collect the subject of the complaint without undue delay, but no later than within 15 days from the day on which this obligation arose. If the buyer does not collect the subject of the complaint within this period, the uncollected goods shall be considered an item that is the subject of a storage agreement within the meaning of Section 516 et seq. of Act No. 513/1991 Coll., the Commercial Code, as amended. The seller is entitled to charge the buyer a flat-rate compensation for costs incurred in storing the claimed item in the amount of €2 for each day of storage, including any day begun, and if the buyer does not collect the subject of the complaint within 30 days, the seller is entitled, in accordance with the conditions set out in Section 525 of the Commercial Code, to sell the subject of the complaint on the buyer's account in a suitable manner and to offset the total amount of the flat-rate compensation for costs incurred under this point, as well as its other claims against the buyer, against the sale proceeds.

Consumer rights - buyers from ATRIA.SK

- For defects in the goods claimed by the consumer during the warranty period, in the case of remediable defects, the consumer has the right to have the defect remedied free of charge, properly and in a timely manner. The seller is obliged to remedy the defect without undue delay. The reasonableness of costs shall be assessed by the head of the business operation in accordance with instructions received from the sales and marketing department. They shall likewise assess the possibility of exchanging the defective item for a defect-free one. When exchanging an item, it does not matter whether the item has already been used.

- For defects that cannot be remedied and which prevent the item from being properly used as a defect-free item, the consumer has the right to:

– have the item exchanged (the seller is obliged to exchange the item), or

– withdraw from the contract and request a refund of the purchase price (the seller is obliged to refund the purchase price paid by the consumer).

- The cost of sending or delivering the claimed goods to ATRIA Slovensko s.r.o. is borne by the buyer. If the complaint is assessed as justified, ATRIA Slovensko s.r.o. shall cover the postage for sending the goods back to the customer.

Address for filing a complaint:

Pavla Mudroňa 5, Žilina, 010 01