Return policy
1. RIGHTS LIABILITY RIGHTS
1.1 Introductory provision on liability for defects
1.1.1. We undertake to deliver the Goods to you in the required quality, quantity and without defects.
1.1.2 We are liable for defects in the Goods upon receipt. We are not liable for defects caused by their use or wear and tear. In the case of Goods sold at a lower price, we are not liable for defects for which a lower price has been agreed.
1.1.3 The warranty period is 24 months. Warranty periods begin to run from the receipt of the item or service by the Buyer.
1.1.4 If the Goods are replaced, the warranty period begins to run again from the receipt of the new Goods by you.
1.1.5 Your rights from liability for defects of the Goods for which the warranty period applies will expire if you do not exercise them during the warranty period. However, you must exercise the liability rights for defective goods at the latest on the day following the purchase, otherwise your rights will expire.
1.1.6 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.
1.2 Warranty period
1.2.1 The warranty 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.
1.2.2 If the items are not perishable or used, the Seller is liable for defects that occur after taking over the item 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.
1.2.3 In the case of a used item, the Buyer and the Seller may agree on a shorter warranty period, but not shorter than 12 months.
1.2.4 In the case of items 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.
1.2.5 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.
1.2.6 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.
1.2.7 Warranty periods begin to run from the receipt 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.
1.2.8 If the Buyer is not a consumer, the procedure is in accordance with the provisions of the Commercial Code and the warranty period is 1 year. The warranty period begins to run in accordance with the provisions of Art. 1.2, point 1.2.1 of these Complaints Procedure.
1.2.9 If there is an exchange for a new item, the warranty period begins to run again from the receipt of the new item.
1.2.10 If a part of a new item is exchanged where the nature of the case allows it. The warranty period for this part will start to run again from the receipt of the new item.
1.2.11 The rights from the liability for defects of the thing, for which the warranty period applies, expire if they did not apply during the warranty period.
1.2.12 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.
1.2.13 If the Buyer is a consumer, within the statutory warranty period, complaints are governed by Act No. 40/1964 Coll., The Civil Code and Act No. 250/2007 Coll., On consumer protection, both laws in the valid and effective wording, taking into account the clarifications in these Complaints Rules.
1.2.14 If an item is exchanged, the warranty period begins to run again from the receipt of the new item. The same applies if the part for which the warranty has been provided is replaced.
1.3 We guarantee that at the time of the transfer of the danger of accidental destruction and accidental deterioration of the Goods according to Art. 6.7 of the Terms and Conditions, the Goods are free from defects, in particular that:
a) has the characteristics that we have agreed with you and, if they have not been expressly agreed, then those that we have stated in the description of the Goods, or those that can be expected due to the nature of the Goods;
b) is suitable for the purposes we have stated or for the purposes which are usual for Goods of this type;
(c) is in appropriate quantity and weight;
(d) meets the requirements of specific legislation;
(e) is not encumbered by the rights of third parties.
1.4 TERMS OF APPLICATION OF THE RIGHT OF LIABILITY FOR DEFECTS (complaints)
1.4.1 If the Goods are delivered to you in a damaged or damaged package or the shipment is obviously too light, we ask you not to take over such Goods from the transport company and to notify us immediately of this fact on the telephone number +421 910 778 134 or e- by email at info@zenae.sk. In the event of obvious defects (eg mechanical damage), you are obliged to file a complaint without undue delay in accordance with point 1.5.1 below. We will not take into account a later claim due to obvious defects in the Goods, including a defect consisting in the incompleteness of the Goods.
1.4.2 You are obliged to exercise the right from liability for other defects (hidden defects) in the manner according to point 1.5.1 without undue delay after you have discovered the defect on the Goods, but no later than the expiration of the warranty period.
1.4.3 The warranty applies only to manufacturing defects of the Goods and defects caused by mechanical damage. You may not exercise the right of liability for defects, especially for defects caused by wear and tear, mechanical damage, use of the Goods in unsuitable conditions, etc.
1.4.4 You are not entitled to exercise the right of liability for a defect if you knew about the defect before taking over the Goods, resp. we have notified you of it or you have therefore been granted a reasonable discount on the Price of the Goods.
1.5 EXERCISE OF THE RIGHT OF LIABILITY FOR DAMAGE (complaints)
1.5.1 In the event that the Goods have a defect, ie especially if any of the conditions under Art. 1.3, you can notify us of such a defect and exercise your rights from liability for defects (ie claim the Goods) by sending an e-mail or letter to our addresses listed with our identification data, or in person at our establishment. You can also use the sample form provided by Our party for complaints. COMPLAINT FORM
1.5.2 In your notice by which you make a claim, state in particular the description of the defect of the Goods and your identification data, including the e-mail to which you are interested in receiving notification of how to make a claim, and also state which of the claims for defects specified in point 1.6.4. to 1.6.8., you apply.
1.5.3 When making a complaint, also provide us with proof of purchase of the Goods (invoice), in order to prove its purchase from Us, otherwise we are not obliged to acknowledge your complaint.
1.5.4 We consider the day of delivery of the defective Goods together with the relevant documents to be the day of the commencement of the complaint procedure (according to point 1.5.3). In the event that your submission, which you are claiming, is incomplete (especially illegible, unclear, incomprehensible, does not contain the required documents, etc.), in writing, especially by e-mail from you we will request a supplement to the submitted complaint. In this case, the complaint procedure begins on the day of delivery of your supplemented submission.
1.5.5 If you do not complete the submitted complaint in accordance with point 1.5.4 of this article without undue delay, no later than within 10 days from the date of delivery of our invitation pursuant to point 1.5.4 of this article, we will consider your submission as unfounded.
1.6 COMPLAINTS EQUIPMENT
1.6.1 Based on your decision, which of the rights under § 622 and § 623 of Act No. 40/1964 Coll. You apply the Civil Code as amended (hereinafter referred to as the “Civil Code”) (specified in points 1.6.4 to 1.6.8), we will determine the method of handling the complaint immediately, in complex cases no later than 3 working days from the date of your complaint. In justified cases, especially if a complex technical assessment of the condition of the Goods is required, no later than within 30 days from the date of your complaint.
1.6.2 After determining the method of handling the complaint, we will handle the complaint immediately, in justified cases we can handle the complaint later; however, the settlement of the complaint may not take longer than 30 days from the date of the complaint. After the expiration of the period for handling the complaint, you have the right to withdraw from the Contract or you have the right to exchange the Goods for new goods, if possible.
1.6.3 We are obliged to issue you a written document on the handling of the complaint, no later than within 30 days from the date of the complaint, and we will inform you about its handling via e-mail. In the event that the complaint is accepted, we will send you the repaired Goods or exchange the Goods for new goods or return the paid Price of the Goods to you, unless we agree otherwise.
1.6.4 If the defect can be rectified, you have the right to have the defect rectified free of charge, in good time and properly. We will remove the defect of the Goods without undue delay.
1.6.5 Instead of eliminating the defect, you may request the replacement of the Goods or, if the defect concerns only a part of the Goods, the replacement of this part, in cases where we do not incur disproportionate costs due to the Price of the Goods or the severity of the defect.
1.6.6 Instead of eliminating a defect in the Goods, we may always replace the defective Goods as faultless, as long as this does not cause you serious inconvenience.
1.6.7 If it is a defect of the Goods that cannot be removed and which prevents you from properly using the Goods as defect-free goods, you have the right to exchange the Goods or you have the right to withdraw from the Contract. The same rights belong to you in the case of remediable defects, but you cannot use the Goods properly due to the recurrence of the defect after the repair or due to a larger number of defects.
1.6.8 In the case of other irreparable defects, you are entitled to a reasonable discount on the Price of the Goods.
1.6.9 We will handle the complaint by handing over the repaired Goods, exchanging the Goods, returning the Price of the Goods, paying a reasonable discount from the Price of the Goods, a written request to take over the performance (Goods) or a justified rejection of the complaint.
1.7 The exercise of rights from liability for defects and complaints of the Goods is governed by the provisions of § 619 et seq. Of the Civil Code, Act no. 250/2007 Coll. On consumer protection and on the amendment of the Act of the Slovak National Council no. 372/1990 Coll. on Offenses as amended (hereinafter referred to as the “Consumer Protection Act”), and Act no. 102/2014 Coll. on consumer protection in the sale of goods or provision of services on the basis of a distance contract or a contract concluded outside the seller's premises and on the amendment of certain laws as amended (hereinafter the "Distance Consumer Protection Act").
1.8 If you make a complaint about the Goods:
a) during the first 12 months from the purchase of the Goods, we can reject your complaint only on the basis of professional judgment; regardless of the result of the professional assessment, we will not require you to pay the costs of the professional assessment or other costs related to the professional assessment. We will provide you with a copy of the expert assessment justifying the rejection of the complaint no later than within 14 days from the date of handling the complaint;
b) after 12 months from the purchase and we have rejected such a complaint, we will state in the document on the handling of the complaint to whom you can send the Goods for professional assessment. If you send the Goods for professional assessment to a designated person, we bear the costs of the professional assessment, as well as all other related expediently incurred costs, regardless of the result of the professional assessment. If you prove our responsibility for the defect of the Goods by a professional assessment, you can file a complaint again; the warranty period does not run during the professional assessment. We are obliged to reimburse you within 14 days from the date of re-claiming all costs incurred for professional assessment, as well as all related purposefully incurred costs. A re-submitted claim cannot be rejected.
1.9 If you are an entrepreneur, it is your duty to report and reprimand the defect without undue delay after you have discovered it, but no later than within 3 days of receipt of the Goods.
1.10 If you are a consumer, you have the right to exercise your liability for defects that occur in the consumer Goods within 24 months of receipt of the Goods.
1.11 We have hereby duly instructed you about your your rights under § 622 and § 623 of Act no. 40/1964 Coll. Civil Code. By concluding the Agreement, you confirm that you have had the opportunity to read the terms and conditions of the Goods.
2. BUYER'S RIGHTS IN THE APPLICATION OF DEFECT LIABILITY RIGHTS
2.1 In the case of a defect that can be rectified, the Buyer has the right to have it rectified free of charge, in good time and properly. The seller is obliged to eliminate the defect without undue delay.
2.2 The Buyer may, instead of remedying 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.
2.3 The Seller may always replace the defective item with a perfect one instead of eliminating the defect, if this does not cause serious difficulties for the Buyer.
2.4 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.
2.5 In the case of other irreparable defects, the Buyer is entitled to a reasonable discount on the price of the item.
3. FINAL PROVISIONS
3.1. These Complaints Procedure form an integral part of the General Terms and Conditions and the Principles and Instructions on Personal Data Protection of this online store. The documents - General Terms and Conditions and the Principles and instructions on personal data protection of this online store are published on the domain of the Seller's online store.
3.2. 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.
3.3.This complaint procedure is valid and effective at the time of its publication in the online store Seller on 01.04.2022