Complaints policy :: XXLCOLORS.com

Only goods that have been purchased from the Seller and that are the property of the Consumer may be claimed.
If the buyer is a consumer (a natural person who does not act within the scope of his/her business, employment or profession), all goods offered are guaranteed for 24 months, unless the goods have a use-by date, otherwise the Consumer Protection Act and the Civil Code and these Complaints Conditions shall apply. If the buyer is not a consumer, the provisions of the Commercial Code shall apply and the warranty period shall be 1 year, or until the expiry date indicated on the product packaging. The following warranty conditions apply only to consumers.
The warranty period starts on the day of receipt of the goods from the shipping company or directly from the seller if the buyer collects the goods in person, on the day of receipt. This provision does not apply to goods with a shelf life indicated on the product packaging.
The Buyer is obliged to lodge a claim with the Seller immediately upon discovery of the defect.
Liability for defects does not apply to the following cases and defects:

the defect was caused by mechanical damage to the product caused by the buyer
improper handling of the product in a manner other than that specified in the instructions for use
use of the goods in conditions which do not correspond in their humidity, chemical and mechanical effects to the natural environment or to a suitable substrate for the recommended application of the goods according to the instructions
neglecting the care and maintenance of the goods
damage to the goods by excessive loading
use of the goods in contravention of the conditions set out in the documentation, general principles, technical standards or safety regulations or other breach of warranty.
on goods that have been supplied to order at the customer's specific and particular request (mixing of paints, plasters and varnishes).

Defects caused by natural disasters are also excluded from liability for defects.
Liability for defects also excludes normal wear and tear of the goods (or parts thereof) caused by the use of the goods. A defect may not be considered to be a defect, as is already apparent from the nature of the goods, from the period of their minimum durability or from the period of their use, which may be limited to a shorter period of time. The period of minimum durability, shelf life, expiry date or similar period shall be indicated on the goods if the goods are subject to such indication.
Complained goods must be sent to our address below but not COD or delivered in person to the contact address. The goods must be packed in a box, fill in the vacant spaces to prevent damage to the goods during transit and we recommend that the goods are sent by registered post or as an insured parcel. A copy of the proof of purchase (invoice) and a description of the defect should be attached to the goods, or we recommend attaching a completed Complaint Form together with the proof of purchase. (http://www.nakupujbezpecne.sk/docs/form/reklamacia.pdf). Complaints must be sent in writing (by post) or in person (not by e-mail) only.
The Seller will acknowledge receipt of the claim and issue the Buyer with a confirmation of the claim in a suitable form. The date of the complaint shall be deemed to be the date of its receipt by the Seller. If it is not possible to deliver the confirmation immediately, it must be delivered without undue delay, but at the latest together with the proof of processing of the complaint. The acknowledgement of the complaint shall be sent in writing.
The Seller is obliged to determine the method of handling the complaint immediately, in complex cases within 3 days from the date of filing the complaint. In justified cases, in particular if complex technical evaluation of the goods is required, no later than 30 days from the date of the complaint. After determining how the complaint is to be handled, the Seller shall handle the complaint immediately; in justified cases, the complaint may be handled later. However, the processing of the complaint may not take longer than 30 days from the date of the complaint. After the expiry of the 30-day period for processing the complaint, the buyer has the right to withdraw from the purchase contract and will be refunded the full amount for the goods or has the right to exchange the goods for new ones.
Buyer's rights when applying for a claim:

if it is a defect that can be remedied, the buyer has the right to have it remedied free of charge, in a timely and proper manner, and the defect must be remedied without undue delay
the buyer may, instead of having the defect removed, require the item replaced or, if the defect relates only to a part of the item, the part to be replaced, provided that this does not cause the seller to incur disproportionate costs in relation to the price of the goods or the seriousness of the defect
the seller may, instead of removing the defect, replace the defective item with a faultless item if this does not cause the buyer serious inconvenience
if the defect cannot be remedied and prevents the proper use of the item, the buyer has the right to have the item replaced or to withdraw from the contract. The buyer has the same right if the defect is remediable, but if the buyer cannot properly use the item due to the recurrence of the defect after repair or due to a large number of defects
in the case of other irremediable defects, the buyer is entitled to a reasonable discount on the price of the item.

A complaint shall be deemed to be settled if the complaint procedure ends with the handing over of the goods complained of, their replacement or refund of the purchase price of the goods, a written invitation to take over the performance or its reasoned rejection.
A complaint shall be deemed to be settled if the complaint procedure is terminated by the handing over of the goods complained of (their replacement, repair), by a refund of the purchase price of the goods, by the granting of a reasonable discount or by a reasoned refusal. The consumer shall be informed of the outcome of the complaint procedure within the statutory time limit.
The undamaged nature of the goods or the intactness of the packaging (according to the instructions on receipt of the goods) must be checked on receipt of the goods, as the goods may be damaged in transit. Buyers are advised to unpack the goods and inspect them in the presence of the carrier. By your signature to the courier you declare that the packaging is undamaged.
These Complaints Conditions are an integral part of the General Terms and Conditions, and the Seller reserves the right to change them at any time without prior notice to the Seller.
Contact is B&B Montagen, s.r.o., Sebedražská cesta 680/10, 971 01 Prievidza