The basic legal framework (Slovak legislation)
• Act No. 250/2007 Coll. on Consumer Protection, as amended (Slovak legislation)
• Act No. 40/1964 Coll. Civil Code of the Slovak Republic (Slovak legislation)
Complaint conditions
A complaint means the exercise of liability for product defects (hereinafter referred to as "goods"). When filing a complaint, the buyer is obliged to send the claimed goods to the registered address of the seller. Only goods purchased from the seller and fully paid for can be claimed.
The buyer is obliged to file the complaint without undue delay after discovering the defect. The buyer is not entitled to continue using the goods once a defect has been discovered. Further use may worsen the defect, devalue the goods, and may be a reason for rejecting the complaint.
To accept the goods and begin the complaint procedure, the buyer is required to provide the seller with:
• the original proof of purchase, which also serves as a warranty certificate
• the claimed goods, which must be complete and properly cleaned so that the assessment of the complaint is not hindered by general hygiene standards. The seller is entitled to refuse acceptance of goods that do not meet these hygiene requirements.
Please fill out the complaint form, which you can download here, and include it in the package together with the goods.
Send the goods to the following address:
MV CONSULT S.R.O.
Trenčianska 724/44
018 51 NOVÁ DUBNICA
Warranty period
The warranty period is 24 months and begins on the date the goods are handed over to the buyer. After this period expires, the right to claim defects ceases.
The seller is also not responsible for defects about which the buyer was informed and for which a discount from the purchase price was provided.
The warranty covers:
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manufacturing defects of the goods,
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material defects that occur during the warranty period, provided the goods are used properly and in accordance with the recommended use and care instructions.
The warranty does not cover in particular:
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visual and functional changes resulting from normal wear and tear or due to the characteristics of the material from which the goods are made,
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wear due to misuse,
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mechanical damage (sharp objects, etc.),
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damage caused by oils, diesel, gasoline, perfumes, makeup, other decorative cosmetics, and other aggressive substances.
Complaint handling procedure
The seller will confirm the receipt of the claimed goods and the initiation of the complaint process by sending an email to the address provided in the complaint form. An employee responsible for complaints is obliged to handle the complaint immediately, or in complicated cases within three working days from the receipt of the claimed goods. This period does not include the time needed for expert assessment. The complaint must be resolved within 30 days. If the complaint is not accepted within three working days, the seller shall send the goods for expert assessment at their own cost.
The seller is obliged to send the buyer confirmation of the complaint (complaint report) by email, including the fact that the goods were claimed and how the complaint was handled, even if the complaint was not accepted in full.
Complaint resolution
A complaint can be resolved by:
• handing over or sending repaired goods, replacing the goods, provided it does not cause the seller unreasonable costs in relation to the purchase price or severity of the defect,
• refunding the purchase price,
• providing an appropriate discount from the purchase price,
• justified rejection of the complaint.
The method of complaint resolution depends on the nature of the claimed defect (removable or irremovable) and the relevant provisions of the Civil Code.
If the defect cannot be removed and prevents the proper use of the goods as defect-free goods, the buyer has the right to request a replacement or withdraw from the purchase contract.
The same rights apply if there is a recurring defect or multiple defects that prevent proper use of the product (multiple defects – at least 3; recurring defect – the same defect occurring after at least two previous repairs under complaint).
The buyer is obliged to collect the claimed goods within the agreed time period, but no later than one month from the date the complaint resolution was communicated. The seller will inform the buyer about the resolution of the complaint by email sent to the address provided in the complaint form.