Complaints

Complaint of goods purchased in the ATRIA.SK online store

 - If there is a defect in the purchased goods, the consumer has the right to claim the defect. In order to properly assess the claim, it is necessary that the claimed goods are clean, complete and in compliance with the hygiene regulations or general hygiene principles.

- The consumer is obliged, when using the goods, to observe, in addition to the generally known rules, also the conditions laid down for the use of the goods in the warranty card or the instructions for use, to use and care for the goods in accordance with their natural lifetime and, furthermore, not to break the seals if the goods are sealed.

 

Place of claim:

- The proof of purchase (receipt or invoice) is always sufficient for the exercise of liability for defects (claim). Presentation of the proof of purchase for the purpose of the claim is also sufficient if the warranty card was issued but the customer has lost it. In this case, the claim will be accepted.

 

Liability of the ATRIA.SK online wholesaler

- When selling goods, the seller is liable for the fact that the goods are in conformity with the consumer contract of sale, i.e. that the sold item has the quality and utility required by the contract, described by the seller, the manufacturer or his representative, or expected on the basis of their advertising, or the quality and utility characteristics usual for the item of such a kind that it meets the requirements, legal regulations, is in the specified appropriate quantity, measure or weight and corresponds to the purpose stated by the seller in the use of the item, or for which the item is usually used.

- If the goods are defective on receipt by the consumer, they are in breach of the consumer contract of sale.

- The seller shall be liable to the consumer for defects which manifest themselves as a breach of the consumer contract of sale after the goods have been taken over within the guarantee period. In such a case, the seller is liable for the defect without having to examine the terms of the guarantee period.

 

 - A document must be issued to the customer indicating the date on which the claim was made, what goods are claimed, when and where the goods claimed were purchased, the price at which the goods were purchased.

- If the consumer complains about defects in the goods, the employee of the complaints department is obliged to properly examine the complaint and decide on its settlement. However, the processing of the complaint must not take longer than 30 days from the date of the complaint.

 

Time limits for making complaints

- The seller shall be liable for defects in non-food goods for 24 months from the date of receipt of the goods by the consumer, unless a longer period is indicated on the goods, their packaging, instructions or the warranty card. The seller shall specify the terms and scope of this longer warranty in the warranty card.

 

- The Seller shall not issue guarantee certificates unless the consumer so requests. At the consumer's request, the seller shall issue a warranty certificate. If the nature of the goods so permits, it shall be sufficient to issue the consumer with a proof of purchase instead of a warranty certificate. It shall be explained to the consumer that the proof of purchase shall be sufficient to settle the claim.

- The seller will issue guarantee certificates for guarantee periods longer than 24 months for his own products and for goods sold where the supplier has supplied the guarantee certificate with the product.

 

- If a claim is settled by repair, the warranty period shall be extended by the period from the date of the claim until the date on which the consumer is obliged to take delivery of the goods after completion of the repair, even if the buyer has not done so. The seller is obliged to issue the buyer with a confirmation of the date on which he exercised this right, as well as of the repair and the duration of the repair.

- If the claim is settled by replacing the defective goods with goods without defects, the new warranty period for the new goods shall run again from the date of receipt of the new goods or from the date on which the customer was obliged to collect the goods after the claim was settled.

 

- In the event that the consumer has not collected the item after the complaint has been settled (after a maximum of 30 days from the receipt of the complaint), although he has been duly notified of the settlement of the complaint by registered letter with a request to collect the item, the seller shall proceed as follows:
 

 

Consumer rights - buyers from ATRIA.SK

- In case of defects of goods, which the consumer claims during the warranty period, the consumer has the right to have the defect removed free of charge, properly and on time in the case of remediable defects. The seller is obliged to remove the defect without undue delay. The unreasonableness of the costs shall be assessed by the head of the commercial operation in accordance with the instructions received from the sales and marketing department. He shall also assess the possibility of replacing the defective item with a faultless one. When replacing an item, it is irrelevant whether the item has already been used.

- In the case of defects which cannot be rectified and which prevent the item from being properly used as an item without defects, the consumer has the right to:

- to exchange the item (the seller is obliged to replace the item); or

- the right to withdraw from the contract and to claim a refund of the purchase price (the seller is obliged to refund the purchase price paid to the consumer).

- The cost of sending or delivering the claimed goods to ATRIA Slovensko s.r.o. is borne by the buyer.  In case the complaint is judged to be justified, the postage costs for sending the goods back to the customer shall be paid by ATRIA Slovensko s.r.o.