1. General provisions
1.1 This complaint procedure is in accordance with the applicable laws of the Slovak Republic and regulates the conditions for submitting complaints for customers of IM-PRO sro, Kyjevské nám. 14535/9, 974 04 Banská Bystrica (hereinafter referred to as the "Seller").
1.2 The Buyer is a natural or legal person who has concluded a purchase contract with the Seller through his online store.
1.3 Complaints are governed by the Civil Code and the Consumer Protection Act.
2. Liability for defects and warranty period
2.1 The Seller is liable for defects in the goods or services upon receipt by the Buyer. The warranty period is 24 months ( 12 months for used goods).
2.2 The warranty period begins on the date of receipt of the goods by the Buyer.
2.3 If the defect becomes apparent in the first half of the warranty period, it is assumed that it already existed upon acceptance.
3. Filing a complaint
3.1 The Buyer may submit a complaint in writing or by e-mail to IM-PRO sro, Kyjevské nám. 14535/9, 974 04 Banská Bystrica or by e-mail to praziaren@profileroastery.sk
3.2 When making a complaint, we recommend that you attach proof of purchase and a description of the defect.
3.3 Please send the goods for complaint by registered mail (not cash on delivery).
4. Handling of complaints
4.1 The Seller will handle the complaint no later than 30 days from its submission.
4.2 Possible ways to handle complaints: repair of goods, exchange for new goods, significant discount, refund.
4.3 If the complaint is not accepted, the Seller will inform the Buyer in writing.
4.4 The Seller does not assume liability for defects caused by improper use or mechanical damage. This complaint procedure enters into force on the date of its publication and is available on the Seller's website.
