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How to deal with possible complaints of goods purchased for Vantu.
1. Product ads to people who purchased goods in our e-shop, or a person who is entitled to. The reason for this is simple, as the only person who purchases made my purchase information. The fact is assigned to each purchase a particular person and their contact information such as e-mail, and, after the purchase are sent all information on the subject of the order, as well as documents related thereto.
2. Complaint conditions are an integral part of our terms and conditions. Up to date customer complaint conditions found on the site e-shop under the link Terms and conditions Vantu.
3. To respond quickly to your possible complaint, we recommend you to use our online Submit a Complaint Form Which can be found in our e-shop in the "Customer zone" and in the case of registered customers in their personal accounts after login. Using the RMA will solve your possible complaint accelerate considerably.
4. In case you do not use our online form to address your complaint and you prefer a "paper" you have the option of downloading from our e-shop section Download Documents relevant form of goods destined to the complaint: Complaints form. Thus completed claim form to send us along the claimed goods to our address below.
6. Mailing address for sending the claimed goods:
DENED s.r.o.. (Vantu)
09414 Sečovská Polianka
In order to facilitate your progress in handling complaints, we have prepared the separate article on our blog. Where we will try to explain as simply as possible, how to proceed, that was your claim resolved as soon as possible. Article can be found at this link How to claim on Vantu.
Complaints Procedure (liability for defects, warranty claims)
8.1. If the defect of the goods, which can be removed, the buyer has the right to be free, timely and properly removed. The seller is obliged defect without any delay removed.
8.2 The buyer may instead of removing defects require replacement of the goods, or if the defect relates only to goods, exchange components, provided by the seller not incur unreasonable costs relative to the price of goods or the severity of the defect.
8.3. The seller may always instead of removing defects replace defective goods for perfect, if the buyer does not cause serious problems.
8.4. If the defect goods can not be removed and which prevents the product could properly be used as a thing without defects, the buyer has the right to exchange goods or has a right to withdraw from the contract. The same rights belong to the buyer, although the case of removable defects, however, if the buyer can not for the repeated occurrence of the defect after repair or due to a greater number of defects goods properly used.
8.5. In the case of other irremovable defects, the buyer is entitled to a reasonable discount from the price of goods.
8.6. The seller of the buyer learned of his rights to it under the provision. § 622 of the Civil Code (Section 8.1 to 8.3 of these business conditions and complaints) and the rights to it under the provision. § 623 of the Civil Code (Section 8.4 to 5.8 of these business conditions and complaints) by placing these business conditions and the complaint to the appropriate sub-page e-commerce vendor and the buyer had the opportunity to read them in time before placing an order.
8.7 The seller is responsible for defects in the goods in accordance with applicable regulations of the Slovak Republic and the buyer is obliged to enforce the claim by the seller or by the designated person. Information on designated individuals and service locations for customer service are listed on the back of the warranty card or contact the vendor to the purchaser on request by phone or e-mail.
8.8 On the handling of complaints are covered by a valid Return policy seller, that Art. 8 of these business conditions and complaints. The buyer had proper notice of the complaint procedure and informed of the conditions and how to claim the goods, including data on where a complaint can be applied and carrying out warranty repairs in accordance with sec. § 18. 1 of Act no. 250/2007 for. from. on consumer protection and on amending Act of the Slovak National Council. 372/1990 Coll. on offenses, as amended (the "Act") in time before concluding the contract by placing these business conditions and the complaint to the appropriate sub-page e-commerce vendor and the buyer had the opportunity to have time before sending the order to read them.
8.9 Complaints procedure applies to goods purchased by the buyer from the seller in the form of e-commerce website e-commerce vendor.
8.10. The buyer has the right to claim under warranty, the seller's liability for defects in goods purchased from the seller under the responsibility of the manufacturer, supplier or seller.
8.11. If the product has a defect, the buyer is entitled to claim in the establishment of the seller in accordance with sec. § 18. 2 of the Act so that it delivers the goods to the establishment of the seller and the seller delivers a speech buyer will exercise their rights under 8.1. to 8.5. these trade complaints and conditions (the "Notice of application complaints") for example. as a completed form for complaints, which is placed at the appropriate sub-page e-commerce vendor: submit a complaint online
The buyer is required in the Notice of application complaints to state truthfully all requested information, in particular pinpoint the type and extent of defects in the goods; buyers will also indicate which of their rights under the provision. § 622 and 633 of the Civil Code applies. The buyer is entitled to claim and the person authorized by the manufacturer of the goods to perform warranty repairs (the "designated person"). The list of designated persons listed in the warranty card and send it to the buyer at the request of the seller.
8.12. The claim procedure concerning the goods to be delivered to the seller begins on the day are met cumulatively all the following conditions:
a) receiving notification of the submission of a complaint to the seller,
b) deliver the claimed goods from the buyer to the seller or designated person.
c) the service access codes, passwords, and the like. the claimed goods seller, if these data are necessary for the proper settlement of the claim;
8.13. If the subject of the claim goods, which can not be objectively deliver to Seller or which is permanently installed, the buyer is in addition to meeting the conditions contained in paragraphs 8.12 point. a) and c) of these complaints and trade conditions required to provide all necessary assistance to carry out the inspection of the claimed goods seller or a third party designated by the seller. The claim procedure relating to the goods which can not be objectively deliver to Seller or which are firmly embedded commence on the date on which it was carried out inspection of goods in the first sentence. However, if the seller or a third person, despite providing the necessary cooperation from the buyer fails to perform inspections within a reasonable time, but not later than 10 days after receiving notification of the application claims the seller,
8.14. Seller or buyer designated person shall issue a certificate of application complaints goods in an appropriate form chosen by the seller, for example. in the form of email or in writing, which is required to pinpoint defect of goods and once again instruct consumers about their rights, fulfill its obligations under paragraph 8.1. to 8.3. these business conditions and complaints (ust. § 622 of the Civil Code) and the rights to it under paragraph 8.4. to 8.5. these business conditions and complaints (ust. § 623 of the Civil Code). If the claim is put into effect by means of distance communication, the seller is required to confirm the application of the complaint delivered to the buyer immediately; if you can not deliver confirmation immediately, it must be delivered without delay, at the latest, along with proof of settlement of the claim;
8.15. The buyer is entitled to decide which of his rights under the provision. § 622 and mouth. § 623 of the Civil Code applies and is obliged to immediately carefully about his decision to deliver to the seller. Based on the decision of the buyer which of their rights under provision. § 622 and mouth. § 623 of the Civil Code applies, the seller or designee shall determine the way the complaint under sec. § 2. m) of the Act immediately, in complicated cases within 3 days from the start of the complaint procedure, in justified cases, in particular where a complex technical assessment of the condition of the goods within 30 days from the date of the complaint procedure. After determining the method of complaint the vendor or the person designated equip complaint immediately, in appropriate cases a complaint can equip later. Complaint shall not take longer than 30 days from the date of the claim. After the lapse of time on the complaint the consumer is entitled to cancel the contract or the right to exchange the goods for new goods.
8.16. If the buyer claim the goods applied for the first 12 months of the purchase contract, the seller may settle the complaint rejected solely on the basis of statements or expert opinions issued by authorized, notified or accredited person or opinion of the designated person ( "the technical assessment of goods"). Whatever the outcome of expert judgment can not require the seller to the buyer the reimbursement of costs for expert assessment of goods or other costs related to expert assessment of goods.
8.17. If the buyer complaint products will be 12 months from the purchase contract and the seller rejected it, the person who has equipped complaint, is mandatory proof of a complaint to indicate who the buyer can send goods to expert assessment. If the buyer sends the goods to the expertise of the designated person mentioned in the document on settlement of the claim, the cost of expert reports on goods, as well as all other related expenses reasonably incurred shall be borne by the seller regardless of the outcome of professional judgment. If the buyer expert assessment shows the seller's liability for the claimed defect goods can claim to apply again; during the conduct of the technical assessment of the product warranty period shall be suspended. The seller is obliged to reimburse the buyer within 14 days from the date a claim over all costs for expert assessment of goods, as well as all related costs reasonably incurred. Re-filed complaint can not be rejected.
8.18. Warranty does not cover defects, which was at the time of contract notice or which have in the light of the circumstances when contracting to know.
8.19. Seller reserves the right to replace the defective product with another impeccable product with the same or better technical parameters, if the buyer does not cause serious problems.
8.20. Seller is not responsible for defects in the goods:
a) If the buyer did not exercise its right concerning the liability of the seller for defective goods by the end of the warranty period goods
b) if the defect goods mechanical damage to the goods caused by the buyer,
c) if the defect goods originated the use of the goods in terms that do not match their intensity, humidity, chemical and mechanical influences environmentally friendly goods
d) if the defect goods originated improper handling, operation, or failure to care for goods,
e) if the defect goods will be damaged goods to excessive load, or use contrary to the conditions specified in the documentation or the general principles of normal use of goods,
f) if the defect goods will be unavoidable damage to the goods and / or unforeseeable events
g) if the defect goods will be damaged goods accidental destruction and accidental deterioration,
h) if the defect goods resulting from improper handling, water damage, fire, static and atmospheric electricity or other force majeure,
i) if the defect goods originated interference with the goods to unauthorized persons.
If the consignment is incomplete, respectively. in the case of apparent defects, the purchaser may determine control of shipments for delivery of goods and which has notified the representative seller in accordance with paragraph 5.8 of these complaints and business conditions, subsequent complaints of this kind will be accepted only if the buyer proves that the claimed goods had defects in the time of its receipt by the buyer.
8.21. The seller is obliged to settle the complaint and the complaint procedure in the following ways:
a) handing over the repaired goods.
b) the exchange of goods,
c) refund the purchase price,
d) payment of a reasonable discount from the price of goods,
e) a written challenge to the assumption by the seller of a particular transaction.
f) the justification for rejecting the claim of goods.
8.22. The seller is obliged to determine how the complaint and a complaint to the buyer in a written document within 30 days from the date of the claim in person, through a postal or courier or delivery service or electronic form.
The outcome of the complaint the seller to inform the buyer immediately after the complaint procedure by phone or e-mail while he is with the goods, respectively. by e-mail service of the settlement of the claim.
8.23. The warranty period is 24 months from the date of delivery of the goods, unless determined for specific cases other warranty. Sent sports nutrition products, food gift baskets and pet food have a period of minimum durability of more than two months before the expiry date, if shorter expiry dates contact the seller to the buyer by telephone or e-mail and the shipment is sent with the consent of the buyer.
8.24. The warranty period shall be extended by a period during which the buyer can use the goods due to warranty repair of the goods.
8.25. In the case of exchange of goods for a new buyer receives the document, which will contain information about the exchange of goods, and any other complaints shall apply to the purchase agreement and the complaint document. In the case of exchange of goods for a new start to run again warranty period from the receipt of new products, but only to new goods.
8.26. It is regarding removable defect, the complaint provided at the discretion of the buyer in accordance with paragraph 8.15. these complaints and business conditions as follows:
a) The seller shall ensure the removal of defects or
b) the seller of defective goods exchanged.
8.27. Regarding removable defect and the buyer determines without delay in accordance with paragraph 8.15. these complaints and conditions of how the complaint is to be fitted, the seller will equip claim defect removal.
8.28. If it is a defect that can not be removed, or one more times repeated removable defect, or a larger number of different removable defects, which prevent goods to be properly used without such defects, the seller think of at the discretion of the buyer in accordance with paragraph 8.15. these complaints and conditions of the claim as follows:
a) the exchange of goods for other functional goods of the same or better technical parameters, or
b) if the seller can not make the exchange of goods for another, shall settle the claim refund of the purchase price for the goods.
8.29. The complaint applies only to defects in the statement of claim the application and confirmation of submission of a complaint of goods in accordance with paragraph 8.14. these complaints and business conditions.
8.30. For the purposes of claims under several times repeated removable defect occurrence is considered one removable defects more than two times.
8.31. For the purposes of claims under a number of different removable defects occurrence it is considered more than three different removable defects simultaneously.
8.32. The purchaser's entitlement to claim a defect claim is after he has exercised his right and has requested the seller to remove the defect of the goods under item 8.1. of these complaints and trade conditions, and irrespective of the outcome of the claim, any claim of the same unique defect (not a defect of the same kind) will be reapplied.
8.33. The provisions of Art. 8 of these complaints and business conditions expressly do not apply to entities not meeting the definition of consumer given in the provisions. § 2. a) of the Act.