governing the complaint terms between the operator / seller and the customer / buyer (hereinafter the "Complaints Procedure")

Introductory provisions. 

1. The operator (seller) of the online store www.magnety.sk is SELOS, s.r.o., Ľudovíta Stárka 16A, Trenčín, 911 05.

2. The customer (buyer) in the online store is any natural person or legal entity who submits an electronic order form for goods (product(s) or service(s)).

3. This Complaints Procedure governs the legal relations between the operator and the customer in handling complaints concerning the correctness and quality of the goods and services provided by the operator.

4. For the purposes of this Complaints Procedure, a complaint means the customer's exercised right arising from liability for defects of the goods or services provided, by which a certain remedy or compensation for defective performance or non-performance of the subject of the contract is claimed.

Complaint handling procedure.

1. Under this Complaints Procedure, an authorised person may file a complaint in person, in writing, or by e-mail.

2. The complaint must clearly state, in particular:
• who is filing the complaint (name, surname, address of permanent residence),
• the subject of the complaint, or what the customer is claiming,
• to whom the complaint is addressed,
• the date of filing the complaint,
• the signature of the customer or the signature of the Authorised Person together with a power of attorney.

3. If the complaint is filed by e-mail, fax or in writing by an Authorised Person on behalf of the customer, a power of attorney to represent the customer in the matter of the complaint must be attached to the complaint.

4. If the complaint does not contain the particulars listed in point 2 of this article, it will be considered unjustified.

5. The time limit for handling a complaint is no more than 30 days from the date the complaint is filed. The seller will issue the client a written document on the handling of the complaint.

6. Filing a complaint means the day the complaint is filed by the customer. The day the complaint is filed is considered to be:
• for postal items – the day the complaint is delivered to the mailroom of the seller's registered office,
• for personal delivery – the date on the copy of the complaint by which the seller confirms delivery,
• for delivery by e-mail – the day the e-mail message is delivered to the customer's e-mail address.

7. Other legal relations between the operator and the customer not expressly governed by this Complaints Procedure shall be governed by the relevant provisions of the individual contracts concluded between the operator and the customer, and by the relevant provisions of generally binding legal regulations valid in the territory of the Slovak Republic, in that order.

8. The operator is entitled to amend or supplement this Complaints Procedure at any time due to changes in legal regulations and the business environment. The operator will announce the current version of the Complaints Procedure by publishing it on its website.
 

This Complaints Procedure enters into force and effect on 01/10/2014 and fully replaces the previous Complaints Procedure. The operator reserves the right to change the Complaints Procedure even without prior notice.