Claims and Complaints

Complaints Policy of the Online Store
An integral part of the General Terms and Conditions

1. Only goods purchased from the Seller and owned by the Consumer may be subject to a complaint.
2. If the Buyer is a Consumer (a natural person acting outside the scope of their business, profession or employment), all goods are covered by a 24-month statutory warranty, unless otherwise stated for a specific product or where the minimum shelf life or expiry date determines a shorter period. Complaints shall be handled in accordance with the applicable Consumer Protection Act, the Civil Code, and this Complaints Policy. If the Buyer is not a Consumer, the provisions of the Commercial Code shall apply, the warranty period shall be 12 months, and this Complaints Policy shall not apply.
3. The warranty period begins on the date the Buyer receives the goods from the carrier or, in the case of personal collection, on the date the goods are collected from the Seller.
4. The Buyer is obliged to notify the Seller of any defect without undue delay after discovering it.
5. The warranty does not cover defects resulting from:
a. mechanical damage caused by the Buyer;
b. improper handling or use contrary to the instructions provided;
c. use of the product under unsuitable environmental conditions, including inappropriate humidity or exposure to chemical or mechanical influences;
d. failure to properly care for or maintain the product;
e. excessive wear or overloading of the product;
f. use contrary to the accompanying documentation, technical standards, safety regulations, or any other breach of the warranty conditions.
6. The warranty also does not cover defects caused by natural disasters or force majeure.
7. The warranty does not cover normal wear and tear resulting from regular use. Likewise, the minimum shelf life, expiry date, or use-by date indicated on food products cannot be considered a defect, as these are inherent characteristics of the product.
8. Goods subject to a complaint should be sent to the Seller's contact address provided below. Please do not send parcels by cash on delivery (COD), as they will not be accepted. Alternatively, goods may be delivered in person to the Seller's contact address. Products should be securely packaged to prevent damage during transport. We recommend using registered and, where appropriate, insured delivery. Please include a copy of the proof of purchase (invoice), a description of the defect, or preferably a completed Complaint Form together with the proof of purchase. Complaints must be submitted in writing by post or in person; complaints submitted by email will not be accepted.
9. The Seller shall confirm receipt of the complaint and issue the Buyer with written confirmation that the complaint has been received. The date on which the complaint is delivered to the Seller shall be deemed the date on which the complaint is lodged. If confirmation cannot be issued immediately, it shall be provided without undue delay and no later than together with the written notification of the outcome of the complaint.
10. The Seller shall determine the method of handling the complaint immediately or, in more complex cases, within 3 days of receiving the complaint. In justified cases requiring expert technical assessment, this period may be extended to a maximum of 30 days. Once the method of resolution has been determined, the Seller shall resolve the complaint without undue delay and, in any event, no later than 30 days from the date the complaint was submitted. If this period expires without resolution, the Buyer has the right to withdraw from the purchase agreement and receive a full refund or request replacement goods.
11. The Buyer has the following rights when making a complaint:
a. where the defect can be remedied, the Buyer has the right to have it repaired free of charge, promptly, and properly;
b. instead of repair, the Buyer may request replacement of the product or, where appropriate, replacement of the defective component, provided this does not result in disproportionate costs for the Seller;
c. the Seller may replace the defective product with a defect-free product instead of repairing it, provided this does not cause significant inconvenience to the Buyer;
d. where the defect cannot be remedied and prevents the proper use of the product, the Buyer has the right to request replacement of the product or withdraw from the purchase agreement. The same rights apply where a removable defect repeatedly reoccurs after repair or where multiple defects prevent proper use of the product;
e. in the case of other non-remediable defects, the Buyer is entitled to an appropriate reduction in the purchase price.
12. A complaint is deemed resolved upon delivery of the repaired or replaced goods, refund of the purchase price, issuance of a written request to collect the resolved goods, or a justified written rejection of the complaint.
13. A complaint is deemed resolved once the complaint procedure ends with the handover of the goods (their replacement or repair), a refund of the purchase price, the granting of an appropriate discount, or a justified rejection. The Consumer shall always be informed of the outcome of the complaint procedure within the statutory time limit.
14. The Buyer should inspect both the packaging and the goods immediately upon delivery, as damage may occur during transport. We recommend opening the parcel in the presence of the courier. By signing the delivery receipt, the Buyer confirms that the packaging was received in good condition and without visible damage.
15. This Complaints Policy forms an integral part of the General Terms and Conditions. The Seller reserves the right to amend these provisions at any time without prior notice.
16. Contact details: InfiNuty, s.r.o. Bancíkovej 1/A, 821 03, Bratislava, info@infinuty.sk

Bratislava, 9 April 2024