ECOPLANET SLOVAKIA s.r.o.,  Gôtovany 206, 032 14,  Gôtovany, tel. 0918 742  738

Complaints Procedure

1. Introductory Provisions

This complaints procedure applies to goods purchased from ECOPLANET SLOVAKIA s.r.o. Gôtovany 206, 032 14,  Gôtovany, Company ID: 50184539  and whose claim was asserted within the warranty period. If the contracting party is a consumer, the buyer's rights not regulated by this complaints procedure shall be governed by the Civil Code (Act No. 40/1964 Coll., as amended) and the Consumer Protection Act (Act No. 250/2007 Coll., as amended). If the contracting party is not a consumer, relationships not regulated by the terms and conditions shall be governed by the Commercial Code (Act No. 513/1991 Coll., as amended), the Civil Code (Act No. 40/1964 Coll., as amended).

The seller is ECOPLANET SLOVAKIA s.r.o., Ivachnová 94, Liptovská Teplá , Company ID: 50184539 . The buyer is an entity that has concluded a contract for the purchase of goods with the seller according to the agreed terms and conditions.

The buyer (or the person authorized by the buyer to take delivery of the goods) is obliged to inspect the goods immediately upon receipt in such a manner as to be able to detect obvious defects in the goods.

If mechanical damage to the product or other defects and incompleteness of the product are discovered by the buyer (or the person authorized by the buyer to accept the goods), they are obliged to make a record of this fact at the place of acceptance in the presence of the seller who delivered the goods, specifically in the acceptance protocol, e.g. the delivery note. The seller shall attach their statement to the record.

The buyer (or the person authorized by the buyer to accept the goods) accepts the delivered goods on the basis of the delivery note by signing it. Subsequent to this, without a recorded note pursuant to point 4, the buyer agrees that the goods were delivered free of obvious defects, and at the same time that the goods were delivered in the quantity and quality declared in the delivery note. All these facts must be verified and asserted in writing upon signing the delivery note; later claims will not be taken into consideration.

The warranty period begins on the day of delivery of the goods, or upon delivery of the goods to the place of destination specified in the contract (order).

Among other things, the seller does not bear responsibility for any mechanical defects detected outside the place intended for delivery specified in the contract (order), nor after evident tampering, or following transport by the buyer or a third party.

2. Warranty Conditions

In the event that defects in the goods occur within the warranty period after receipt of the goods by the buyer, the buyer may submit a claim. The warranty is calculated from the day of receipt of the goods, which is stated on the delivery note.

The duration of the warranty period is 2 years from the date of delivery of the goods, unless agreed otherwise. 

For additional modifications to the goods performed by the seller based on the buyer's order, such as drilled openings and other work related to additional material processing, the warranty period is 6 months.

The warranty expires in the following cases:

1. the warranty period for the claimed goods has expired before the date the claim was asserted,
2. damage to the material and structure of the goods (product) after acceptance by the buyer,
3. unauthorized intervention and modifications to the delivered goods after their delivery,
4. improper use and storage of the goods,
5. failure to observe instructions specified by the manufacturer or the seller,
6. unprofessional installation, handling, operation, manipulation, or neglect of care for the goods,
7. the goods were damaged by natural elements.

 

In the case of a claim concerning already installed products, a claim can only be asserted if the product was installed and operated according to the installation conditions and other conditions for the given product. For this type of claim, the buyer is obliged to provide photographic documentation of the individual steps described in the ''Installation Instructions'' provided upon acceptance of the product.

3. Settlement of Claims

The claim will be processed only if submitted in written form and delivered to the supplier by mail or in person. In the event of the risk of further serious damage due to delay, a claim sent by electronic mail is also possible, but only if this case has been discussed in advance with the seller and the receipt of such a submitted claim is confirmed by the seller.

Together with the claim report, it is always necessary to provide proof of purchase of the goods issued to the buyer by the seller. The buyer is obliged to hand over or make the claimed goods accessible to the seller complete, undamaged, clean, and accessible for the purpose of assessing the claim. If this is not done, the seller is entitled to reject the claim, or the period for settling the claim is suspended for the duration during which the legitimacy of the claim can be fully assessed.

If a discrepancy in execution, quantity, or type of goods is found between the details on the invoice and the actually delivered goods, the buyer is obliged to submit a written notification of these defects to the seller within 10 business days. Failure to meet this deadline will result in the claim not being acknowledged. If such a claim is acknowledged as justified, the buyer may demand the delivery of the demonstrably missing design/specification of the goods.

If the claim was unjustified (pursuant to points 4 and 5 of the “Warranty Conditions”), the seller shall charge the buyer for all incurred costs of localization, logistics, tracing necessary data, testing, etc. The buyer is obliged to pay these costs without delay, but no later than within 14 days of the conclusion of the claims procedure.

Goods cannot be claimed on the basis of inaccurate data or illustrative photographs listed on the seller's website or in other promotional materials of the seller.

In the case of repair of goods based on an acknowledged claim, the seller shall cover the travel expenses and loss of time of personnel to the location agreed upon by the buyer for the delivery of goods, and back.

If it is an irremediable defect that nevertheless does not prevent the goods from being used for their intended purpose, the buyer is entitled to an appropriate discount on the purchase price.

The legitimacy of each claim and the assessment of the remediability or irremediability of a defect shall be carried out by a professionally responsible employee of the seller (sales representative) and their statement shall be communicated to the buyer. If the claimant disagrees with the decision of the professionally responsible employee, they may appeal in writing to the managing director of the seller's company.

The claimant cannot change asserted warranty claims unless agreed otherwise.

The seller is obliged to communicate the result of the claims procedure to the claiming party within 30 days, provided that all obligations arising from this complaints procedure have been fulfilled.