1. General Provisions
This complaint procedure regulates the process of exercising rights for liability for defects of goods purchased in the e-shop FILKORN s.r.o., Odborárska 3A, 831 02 Bratislava, Company ID: 55466052.
2. Warranty Period
The goods sold to consumers are subject to a warranty period of 24 months from the date of receipt of the goods (§ 620 of the Civil Code). The goods sold to entrepreneurs are subject to a warranty period according to the Commercial Code.
3. Complaint Procedure
- Send an email to info@filkorn.sk with the subject “COMPLAINT – order number”.
- Include a description of the defect, photos of the damaged goods, and the order number.
- We will contact you within 3 working days with the next steps.
- Deliver the goods to the address: FILKORN s.r.o., Odborárska 3A, 831 02 Bratislava.
- The complaint will be processed within 30 days from its submission.
4. Methods of Complaint Resolution
- Repair – if possible and practical
- Exchange of goods – for a new or another piece of the same kind
- Discount on price – for minor defects, if the buyer does not agree with the repair
- Refund of purchase price – for an irreparable defect preventing proper use
5. Complaint Costs
If the complaint is recognized as justified, the costs of returning the goods to the customer are borne by the seller. The costs of sending the complained goods to the seller are borne by the consumer, and these will be refunded in the case of a recognized complaint.
6. Does Not Apply To
- Normal wear and tear with proper use
- Damage caused by improper handling, unauthorized interventions, or mechanical damage
- Goods made to measure according to the buyer's special requirements (unless there is a material defect)
7. Alternative Dispute Resolution
If you are not satisfied with the handling of the complaint, you can contact the Slovak Trade Inspection (SOI), P.O.BOX 29, Bajkalská 21/A, 827 99 Bratislava, tel.: 02/58 27 21 72, www.soi.sk.
Effective from: April 1, 2025.