Legal information

Complaints Policy

Governed by the relevant provisions of the Civil Code and Act No. 250/2007 Coll. on consumer protection. Effective: Poprad, 1 March 2022.

Profi Trading s.r.o.
Švábovce 65, 059 12 Švábovce
mobil: +421 903 679 421, e-mail: ProfiTradingSro@gmail.com
Zapísaný v Obchodnom registri Okresného súdu Prešov, oddiel: Sro, vložka č. 45833/P
Orgán dozoru: Inšpektorát SOI pre Prešovský kraj, Obrancov mieru 6, 080 01 Prešov 1, pr@soi.sk, tel. č. 051/772 15 97

General provisions

The seller is liable for defects in the goods, and the buyer must file a claim with the seller without delay in accordance with the applicable complaints policy. The warranty period is set by the Civil Code in effect at the time of sale.
By submitting an order, the buyer confirms they have been duly informed about the terms and method of claiming goods, including where a claim can be filed.
This complaints policy applies to goods purchased from the seller through the online store, by e-mail, or otherwise.
This complaints policy applies to all business cases unless different warranty terms are contractually agreed.
The buyer has the right to claim warranty only for goods that show defects caused by the manufacturer, supplier or seller, are covered by warranty, and were purchased from the seller.

Filing a claim

The buyer inspects the goods upon receipt. During the warranty period the customer has the right to free repair of a defect upon presenting the goods, including accessories, together with the warranty card (if issued) and proof of purchase – one of these documents is sufficient.
If the goods show defects, the customer has the right to file a claim at the seller's premises, by e-mail, or by phone.
The claims procedure begins on the day all of the following conditions are met:
- the consumer has presented the claimed product at the shop's address: Profi Trading s.r.o., Švábovce 65, 059 12 Švábovce;
- proof of purchase (invoice) or the warranty card, the consumer's name and address, and, where applicable, a phone contact and an exact description of the defect, were presented together with the product.
A sample claim form can be downloaded from the shop's website. The consumer fills it in and sends it to the seller by e-mail, post, or in person at the address given.
The start of the claims procedure is also the date the claim is filed.

Handling the claim

The seller or an authorised person must determine how to handle the claim immediately, within 3 working days in complex cases, or within 30 days in justified cases (a complex technical assessment). Handling a claim may not take longer than 30 days. After this period expires, the consumer has the right to withdraw from the contract or to have the product replaced with a new one.

The seller will conclude the claim in one of the following ways:

by handing over repaired goods,
by replacing the goods,
by refunding the purchase price of the goods,
by paying a reasonable discount on the price of the goods,
by a written request to accept the specified performance,
by a justified rejection of the claim.

Warranty period

The warranty period is 24 months from the conclusion of the purchase contract, except for products with a stated expiry, use-by, or minimum durability date. It is extended by the time during which the buyer could not use the goods due to a warranty repair. When goods are replaced with new ones, the warranty period starts running again from receipt of the new goods.

Loss of warranty claim

failure to present proof of payment, the delivery note or warranty card, and accessories,
expiry of the warranty period,
mechanical damage caused by the buyer,
use in conditions not suited to the environment (moisture, chemical and mechanical effects),
improper handling, operation, or neglect of care,
excessive strain, incorrect storage or handling, use contrary to the documentation,
damage caused by unavoidable or unforeseeable events, force majeure, or unauthorised interference.

Notice to the consumer

If the defect is remediable, the buyer has the right to have it removed free of charge, promptly and properly. Instead of having the defect removed, the buyer may request replacement of the product or one of its parts, provided this does not incur disproportionate costs for the seller. If the defect is irremediable and prevents proper use, the buyer has the right to have the product replaced or to withdraw from the contract. For other irremediable defects, the buyer has the right to a reasonable discount on the price.