Complaint procedure is issued in accordance with the provisions of:
• Act. no. 40/1964 civil codex as amended
• Act. no. 513/1991 commercial codex as amended
• Act No. 250/2007 coll. of consumer protection as amended

Definitions:
• buyer - business partner, whose business is governed by the commercial code.
• spotrebiteľ – the end customer

Art. 1 Right to assert claim

If there is a defect on the purchased goods, the buyer (consumer) has the right to claim that a defect in the goods receipt or the warranty period. To properly assess of the claim is necessary to complete the merchandise, clean in accordance with the rules of hygiene and general hygiene principles. The buyer (consumer) shall use goods only for its intended purpose and comply with known rules, conditions and instructions for use. Claiming to make a claim applies only defects not caused by the buyer (consumer).

Art. 2 Location and method of applying claim

Buyer apply claim in the complaints department in Slovakia-Trend, in the case, if the warranty service is in warranty, which is at the place of seller or the buyer (consumer) closer may apply claim directly in this service, if decides otherwice.

The investigation of the complaint good defect is buyer obliged to submit:
• identification of the buyer, or telephone contact,
• number of delivery note or invoice,
• catalog number of good, product name,
• the price of goods without VAT,
• exact descritption of good's defect, or the occurence of the good's defect,
• goods in the condition described in Art. 1.

• Applying consumer complaints consumer is obliged to submit:
• the proof of purchase - the receipt,
• warranty card, if issued,
• name and address of the consumer or telephone contact,
• exact description of good's defect, or the occurrence of the good defect.
• goods in the condition described in Art. 1.

The receipt of the complaint employee issue complaint to the purchaser (consumer) a document stating the identity of the buyer (consumer), the date when the claim was applying, what was claimed goods, at what price was good purchased, a brief description of the defect, the signature stamp of complaints worker.
If the buyer finds quantitative differences in the supply of goods or incompleteness of this claim must be applied for the seller within 3 days of receipt.
goods in the above condition send along with letter of dispute that includes:
• identification of the buyer,
• description of the defect, or how was defect occured,
• number of delivery note or invoice,
• catalog number of good, product name,
• the price of goods without VAT,
• the date of the claim,
• stamp and signature of the claimant.

» Without those documents, your claim will be not accepted.
» RComplaint staff after receipt of the claim, shall send proof of receipt of the complaint to claimant with stating of the identity of the buyer, date of received claim, what good is claimed, when was the good purchased, at what price, a brief description of the defect, signature and stamp of complaint worker.

Art. 3 Resonsibility of the seller

The seller is responsible for defects that impact the product during the warranty period, but not at faults:
• which buyer (consumer) caused by self,
• which buyer (consumer) known befor receiving of good,
• which was offered with discount,
• which incurred during the warranty period due to wear-out of the good, improper or excessive use, improper treatments, improper service, use of incorrect cartridges and filters, auxiliary equipment other than prescribed by the manufacturer, or after the lifetime,
• regarding to violation of protective seals on the good,
• were countered by an unathorized person on the good or its part.

Art. 4 The warranty period, the periods for applying ofclaim

The buyer has the right to assert claims of defective good within 24 months after receiving of good by buyer.
The consumer has the right to assert claim for 24 months from receipt of good, if the good or warranty doesn't have longer warranty period.
If there is not claim of defective good, for which is responsible seller not appled during the warranty period, the right of responsibility for defects expire.
» If the buyer (consumer) has right to claim good, the complaint officer is obligated to properly verify complaint and decide about arranging immediately, in complex cases within 3 days. This period does not include the time needed for professional appraisal of defect. Arranging of complaint can' t be longer than 30 days. This period starts from date of complaint receipt to seller. The complaint workers duty is to inform buyer (consumer) by written form using registered mail and if necessary ask him/her to take over good.
» . In the event that buyer (consumer) does not take claimed good within the time limit will be charged storage fee of 0,30 € per day of delay until 6 months, after this time goods can be sold. In the event that claimed good was received by mail, repaired good will be sended same way.

Art. 5 The rights of the buyer

» The buyer (consumer) has the right in removable defects applyied during the warranty period to properly and timely removed it free of charge.

» The defects, which can not be removed, and which keep down using of good as good without defect, buyer (consumer) has the right to:
• exchange of good, or
• to withdraw from the contract and demand repayment of the purchase price.
The buyer (consumer) has right to choose.

If defect is removable, but for repeated occurrence of the defect (at least 2 previous repairs of same defect), or more defects (at least 3 different removable defects) good can not be properly used will buyer (consumer) has right to:
- exchange of goods or right to withdraw from contrat and demand repayment of purchase price.
The same rights as defects which can not be removed, has buyer (consumer) right in the case that the repair of defective goods is not made within 30 days after lodging of complaint. The buyer (consumer) may require discount from goods with defects, which do not prevent from using of good.

Art. 6 The efficiency of complaints procedure

Complaint procedure is valid from 1.1.2010.

Complaints applied before this date are assessed according to previously existing complaints procedure. Goods purchased from 1.1.2010 have 24 months warranty.