The seller is liable for defects that the products have on receipt by the buyer. He is not responsible for defects caused by their use or wear. For items sold at a lower price, he is not liable for the defect for which the lower price was negotiated. If the items are not perishable or used, the seller is responsible for defects that occur after the receipt of the item within the warranty period (warranty).
We have a contact point in every country we ship to where you can send returns or claims (the package will be automatically send to us), therefore there will be no increased costs for shipping. For more information about the contact point in your country, please contact us at firstname.lastname@example.org
Or you can send the return goods directly to us: NajTrade s.r.o., Hroncovej 1, 040 01 Kosice, Slovakia
The warranty period for new products is 24 months, which starts with the receipt of goods by the buyer. The warranty period for used goods is 12 months. If a period of use is marked on the item being sold, its packaging or its instructions, the warranty period shall not expire before the expiry of this period.
The warranty certificate is issued at the request of the buyer. Proof of purchase is sufficient to make a claim.
If the goods have a defect that can be removed, the buyer has the right to have it removed free of charge, on time and accurately. The seller shall remove the defect without undue delay.
However, the buyer should not continue to use the product on which he found the defect. In the case of defects occurring after purchase, they must be announced without undue delay after the defect is discovered, at the latest by the expiry of the warranty period. After the warranty period expires, the right to claim expires as well.
Wear characteristic of a given material or use is not considered a defect. This is not a defect if the nature of the item sold implies that its service life is shorter than the warranty period, and when the item is typically worn by regular use before the warranty period expires.
Instead of removing the defect, the buyer may require replacement of the item or, if the defect concerns only a part of the item, replacement of the part if this does not incur disproportionate costs considering the price of the goods or the severity of the defect. Instead of removing the defect, the seller may always replace the defective item with a nondefective item, unless this causes the buyer serious difficulties. If it is a defect that cannot be changed and which prevents the product from being properly used as a defect-free product, the buyer has the right to replace the product or withdraw from the contract. The same rights belong to the buyer in the case of removable defects, but if the buyer can not properly use the thing due to the re-occurrence of the defect after repair or for a larger number of defects. In the case of other irremovable defects, the buyer is entitled to a reasonable discount on the price of the item.
However, if the warranty document states the warranty service that is closer to the seller or the buyer, the buyer will exercise the right to repair in the warranty service. The warranty service is obliged to repair the product within 30 days at the latest.
In case of a replacement, the warranty period shall commence once the new item has been handed over. The same applies if the part for which the warranty is provided is replaced.
Settlement of complaint means termination of the complaint procedure by handing over the repaired product, replacing the product, returning the purchase price of the product, paying a reasonable discount from the price of the product, a written call for acceptance or justified rejection.
When making a claim, the seller shall determine the method of handling the claim immediately or in complicated cases no later than 3 working days from the date of the claim, in justified cases, especially if a complex technical assessment of the product or service condition is required. Once the method of handling the complaint has been determined, the claim shall be settled immediately; in justified cases, the claim may be resolved later; however, the complaint must not be processed for more than 30 days from the date of the complaint. After the expiry of the period for settling the claim, the buyer has the right to withdraw from the contract or the right to exchange the product for a new product.
If the buyer has claimed the product within the first 12 months of the purchase, the seller may settle the claim by refusal only based on expert opinion; irrespective of the outcome of the expert assessment; he will not require the buyer to pay the expert assessment costs or other expert assessment costs. The seller is obliged to provide the buyer with a copy of the specialist opinion justifying the rejection of the complaint no later than 14 days from the date of handling the complaint. If the buyer lodged a product claim after 12 months of purchase and the seller has rejected it, the seller will indicate in the proof of the claim to whom the buyer can send the product for a professional opinion. If the product is sent for expert assessment to the designated person, the expert assessment costs, as well as all other related costs, shall be borne by the seller, regardless of the outcome of the expert assessment. If the buyer proves the seller's responsibility for the defect by expert judgment, he can complain again; the warranty period does not expire during the expert assessment. The seller is obliged to reimburse the buyer within 14 days from the date of filing the complaint all costs incurred for the expert evaluation, as well as all related costs reasonably incurred. A reclaimed claim cannot be rejected.
The seller is obliged to issue a confirmation to the buyer when making a claim. If the claim is made by e-mail, the seller is required to deliver the evidence of the claim immediately to the buyer; if it is not possible to provide the proof immediately, it must be delivered without undue delay and at the latest together with the evidence of complaint handling; the confirmation of the claim need not be provided if the buyer can prove the claim otherwise.