Complaints and Returns
Dear customer, please read carefully the following information, which sets out the conditions and the manner in which you can make a complaint about goods purchased in our shop.
Complaints about goods purchased in the DELTASTAV.EU online shop
- If a defect occurs in the goods purchased, the consumer has the right to make a complaint about the defect. For the complaint to be assessed correctly, the goods complained about must be clean, complete and in compliance with hygiene regulations or general hygiene principles.
- When using the goods, the consumer is obliged to observe not only the generally known rules but also the conditions laid down for the use of the goods in the warranty card or the instructions for use, to use and care for the goods in accordance with their natural service life, and furthermore must not break the seals if the goods are sealed.
1. Making a complaint:
- To exercise the rights arising from liability for defects (to make a complaint), proof of purchase is required - a till receipt or an invoice.
- Please also fill in the complaint form and send it together with the goods to the company's address:
Deltastav s.r.o., P. Mudroňa 5, 010 01 Žilina
The parcel or box must be visibly marked with the word COMPLAINT (REKLAMÁCIA)
2. Further provisions:
1. Rights and obligations:
- When selling goods, the seller is responsible for ensuring that the goods are in conformity with the consumer purchase contract, i.e. that the item sold has the quality and performance characteristics required by the contract, described by the seller, the manufacturer or its representative, or expected on the basis of advertising carried out by them, or, where applicable, the quality and performance characteristics usual for an item of that kind, that it meets the requirements of legal regulations, is in the specified corresponding 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 when received by the consumer, they are not in conformity with the consumer purchase contract.
- The seller is liable to the consumer for defects which become apparent as a lack of conformity with the consumer purchase contract after receipt of the goods during the warranty period. In such a case the seller is liable for the defect without the conditions of the warranty period having to be examined.
- Visible defects in the goods which, by their nature, can be detected immediately on receipt of the goods by an inspection at the place of delivery must be reported by the buyer to the seller by e-mail to info@deltastav.sk immediately, no later than 24 hours after receipt of the goods; otherwise it is presumed that such defects did not exist at the time of receipt.
- Hidden defects in the goods which can only be detected after testing must be reported by the buyer to the seller no later than 5 days after the expiry of the period specified in the following paragraph.
- The buyer undertakes to inspect the goods properly and thoroughly no later than 3 days from the date of their receipt and to test them for their intended purpose in order to verify that they function correctly and are free from defects.
- If the consumer makes a complaint about defects in the goods, the employee of the complaints department is obliged to examine the complaint properly and to decide how it is to be handled.
- If the complaint is justified and the defective goods are to be exchanged or repaired, the seller shall deliver the new or repaired goods in the shortest possible time, but no later than within 30 days.
- In the case of defects in the goods which the consumer claims during the warranty period, the consumer has the right, where the defects can be remedied, to have the defect remedied free of charge, properly and in good time. The seller is obliged to remedy the defect without undue delay. Whether the costs are disproportionate shall be assessed by the manager of the sales outlet in accordance with the instructions received from the sales and marketing department. The manager shall likewise assess the possibility of exchanging the defective item for one free of defects.
- In the case of defects which cannot be remedied and which prevent the item from being properly used as an item free of defects, the consumer has the right:
a) to have the item exchanged (the seller is obliged to exchange the item) or
b) the right to withdraw from the contract and to demand a refund of the purchase price (the seller is obliged to refund to the consumer the purchase price paid).
- The costs of sending or delivering the goods complained about to DELTASTAV s.r.o. are borne by the buyer.
- If the complaint is assessed as justified, the postage for sending the goods back to the customer is paid by DELTASTAV s.r.o.
2. Time limits for making complaints :
- The seller is liable for defects in non-food goods for a period of 24 months from receipt of the item by the consumer, unless a longer period is stated on the goods, their packaging, the instructions or the warranty card. In the warranty card the seller shall specify the conditions and the scope of this longer warranty.
- The seller will not issue warranty cards unless the consumer requests one. At the consumer's request the seller is obliged to issue a warranty card. If the nature of the item so permits, it is sufficient to issue the consumer with proof of purchase of the goods instead of a warranty card. It shall be explained to the consumer that proof of purchase is sufficient for the complaint to be handled.
- The seller will issue warranty cards in the case of warranty periods longer than 24 months provided on its own products, and for goods sold where the supplier has enclosed a warranty card with the product.
- If the complaint is settled by repair, the warranty period is extended by the period from the making of the complaint until the day on which the consumer is obliged to collect the goods after the repair has been completed, even in the case where the buyer has not done so. The seller is obliged to issue the buyer with a confirmation of when the buyer exercised this right, as well as of the repair carried out and of its duration.
- If the complaint is settled by exchanging the defective goods for goods free of defects, a new warranty period begins to run for the new goods from the date of receipt of the new item or from the date on which the customer was obliged to collect the item after the complaint had been settled.
3. Withdrawal from the purchase contract
- A buyer who is not purchasing the goods in the course of a business activity has the statutory right to withdraw from the purchase contract without giving a reason within 14 days of receipt of the goods (natural persons only), regardless of whether the goods have been unpacked from their original sealed packaging, have been tested, or are being sent back without their original packaging. (Unless specific exceptions apply to the goods.) The following conditions apply to withdrawal from the contract within the statutory period:
- » the buyer shall notify the seller of the intention to withdraw from the contract as soon as possible, by using the return of goods button in the order e-mail, by going to MY ORDER and submitting a request, in writing by e-mail to info@deltastav.sk, or by post to our address, together with the goods, a copy of the invoice and the account number for the refund
» the buyer shall send the goods by registered and insured post, but not cash on delivery. The sender of the goods must be the same person as the buyer.- If the buyer withdraws from the contract and delivers the goods to the seller, the seller shall refund to the buyer the purchase price already paid, including the costs incurred by the consumer in ordering the goods, within 14 days of receipt of the withdrawal from the purchase contract and of the delivery of the goods to the seller, by cashless transfer to the buyer's account specified by the buyer. The sender must also be the same person as the buyer.
- If the buyer fails to fulfil the obligation set out in point 4a) of these terms and conditions, the withdrawal from the purchase contract is not valid and effective, the seller is not obliged to refund the purchase price to the buyer, and the seller is also entitled to reimbursement of the costs associated with sending the goods back to the buyer.
Withdrawal from the contract, return of goods: