Complaints procedure

The complaints conditions of the online shop www.sportheaters.com are an integral part of the general terms and conditions.

This complaints procedure specifies how the customer proceeds if, despite all the efforts of SVK media s.r.o. to maintain the high quality of the goods offered, the customer has a legitimate reason to exercise rights arising from liability for defects of the goods sold.

This complaints procedure is issued to secure the conditions of liability for defects of the goods sold and their exercise by the buyer under Act No. 40/1964 Coll., the Civil Code, as amended, and Act No. 108/2024 Coll. on Consumer Protection and on amendments to certain acts (hereinafter the "Act"):

• If the Goods show obvious defects, i.e. in particular if the Goods are handed over to the Buyer in damaged transport packaging, the Buyer is entitled not to accept the Goods. In such a case, the Buyer retains the right to proper performance by the Seller or to a refund of the purchase price, at the Buyer's choice.
• The buyer is entitled to inspect the goods and their packaging thoroughly when taking them over from the carrier/courier and to confirm receipt of the goods with their signature on the delivery receipt. If the buyer finds that the goods or their packaging are mechanically damaged, they are obliged to report this to the carrier and to check the condition of the goods in the carrier's presence. If damage to the goods is found on receipt, the buyer is obliged to draw up immediately a record of the extent and nature of the damage (damage report), the correctness of which is confirmed by the carrier. A complaint about goods not delivered through the fault of the courier or about damage to goods caused by the courier service must be made directly with the courier service employee. The buyer will not accept damaged goods from the courier and will note the damage on the delivery receipt. Complaints about mechanical damage to goods that was not apparent when the parcel was received must be made immediately after receipt of the parcel. Claims for later discovered defects of goods damaged in this way may be made if it is proven that the goods had the claimed defects already at the time of receipt from the carrier. Before first use, the buyer is obliged to read the warranty conditions, including the operating instructions, and then follow this information carefully.
• If defects of the Goods appear within the warranty period after the Buyer has received the Goods, the Buyer may make a Complaint. For products that use a rechargeable battery or other types of batteries to function, normal wear of the battery is not considered a defect of the product, as these are components of products that naturally lose their service life through normal use.
• The length of the warranty period for buyers who are consumers is governed by the applicable provisions of the Act, i.e. it is 24 months, with the exceptions laid down by the Act. The warranty period begins on the day the buyer receives the goods. If the goods subject to a complaint are delivered by post or courier (see contacts), the responsible person will receive the goods and check the parcel and the documentation (invoice, receipt, packaging); the decisive date for the complaint period is the date of receipt from the courier or postal carrier. The seller does not accept goods sent cash on delivery. We recommend insuring the goods.
• The length of the warranty period for buyers who are not consumers is 12 months. The warranty period begins on the day the buyer receives the goods. If the goods subject to a complaint are delivered by post or courier (see contacts), the responsible person will receive the goods and check the parcel and the documentation (invoice, receipt, packaging); the decisive date for the complaint period is the date of receipt from the courier or postal carrier. The seller does not accept goods sent cash on delivery; we recommend insuring the goods.
• The Buyer is entitled to withdraw from the contract in all cases laid down by the Act. The procedure for withdrawing from the contract is governed by the general terms and conditions. If the contract is withdrawn from, it is cancelled from the outset and the contracting parties are obliged to return everything they have provided to each other under it.
• In the case of a complaint, the Seller is not liable for the loss of data or for damage caused by the loss of data stored in the device. The Buyer is obliged to back up the data themselves before making a complaint.
• If the defect can be remedied, the consumer - buyer has the right to have it remedied free of charge, in good time and properly. The Seller is obliged to remedy the defect without undue delay. Instead of having the defect remedied, the consumer - buyer may request a replacement of the item or, if the defect concerns only a part of the item, a replacement of that part, provided that this does not cause the Seller disproportionate costs in view of the price of the goods or the seriousness of the defect.
• Instead of remedying the defect, the Seller may always replace the defective item with a non-defective one, provided that this does not cause the consumer - buyer serious difficulties.
• If the defect cannot be remedied and prevents the item from being used properly as an item without a defect, the consumer - buyer has the right to a replacement of the item or the right to withdraw from the contract. The same rights belong to the consumer - buyer in the case of remediable defects if the consumer - buyer cannot use the item properly because the defect recurs after repair or because of a larger number of defects. In the case of other irremediable defects, the consumer - buyer has the right to a reasonable discount on the price of the item.
• The Seller has informed the consumer - buyer of their rights under Section 622 of the Civil Code (point 1 of this article) and their rights under Section 623 of the Civil Code (point 2 of this article) by placing this Complaints Procedure on the relevant subpage of the Seller's online shop, so that the consumer - buyer had the opportunity to read it before submitting the order.
• Based on the buyer's decision as to which of their rights under Sections 622 and 623 of the Civil Code they exercise, the seller or a designated person is obliged to determine the method of handling the complaint immediately, in more complex cases within 3 days of the start of the complaint procedure, and in justified cases, in particular where a complex technical assessment of the condition of the goods is required, no later than 30 days from the start of the complaint procedure. After the method of handling the complaint has been determined, the seller or the designated person will handle the complaint immediately; in justified cases the complaint may be handled later. However, handling of the complaint may not take longer than 30 days from the day the complaint was made. After the period for handling the complaint has expired, the consumer has the right to withdraw from the contract or the right to have the goods replaced with new goods. The seller informs the buyer of the end of the complaint procedure and its result in the manner agreed between the two contracting parties (by e-mail and registered letter), and a complaint report will be delivered to the buyer together with the goods. If the buyer made the complaint within the first 12 months of concluding the purchase contract, the seller may reject the complaint only on the basis of an expert opinion or an opinion issued by an authorised, notified or accredited person or an opinion of a designated person (hereinafter "expert assessment of the goods"). Regardless of the result of the expert assessment, the seller may not require the buyer to pay the costs of the expert assessment of the goods or any other costs related to it.
• If the buyer made a complaint about the product after 12 months from the conclusion of the purchase contract and the seller rejected it, the person who handled the complaint is obliged to state in the document on the handling of the complaint to whom the buyer may send the goods for expert assessment. If the buyer sends the goods for expert assessment to the designated person stated in the document on the handling of the complaint, the costs of the expert assessment of the goods and all other related costs reasonably incurred are borne by the seller regardless of the result of the expert assessment. If the buyer proves through the expert assessment that the seller is liable for the claimed defect of the goods, they may make the complaint again; the warranty period does not run while the expert assessment of the goods is being carried out. The seller is obliged to reimburse the buyer, within 14 days of the day the complaint is made again, for all costs incurred for the expert assessment of the goods and all related costs reasonably incurred. A complaint made again may not be rejected.
• The buyer makes a complaint through the online form for returns and complaints, in which they enter the order number, the e-mail used for the order, the goods concerned and a description of the defect. For delivery to Slovakia, the Czech Republic or Hungary, after submitting the form the buyer receives by e-mail a free return code for sending the parcel via Packeta (Zásielkovňa / Zásilkovna), with which they hand the goods in at a Z-BOX or a Packeta pick-up point without printing a label. For delivery to other countries, the buyer sends the goods to the address: SVK media s.r.o., Zadunajská cesta 16, 851 01 Bratislava, Slovak Republic.
• To speed up the handling of the complaint, we recommend enclosing with the goods the proof of purchase (invoice), which serves as the warranty certificate. The completed online form replaces the complaint form.
• If the Buyer exercises their right and requests that a fault of the Goods be remedied by repair, and the warranty certificate designates for warranty repairs of the Goods an entity other than the Seller whose place of business is in the same place as the Seller's or in a place closer to the Buyer, the Buyer exercises the right to a warranty repair with the entity stated in the warranty certificate.
• If it is not possible to have the warranty repair carried out by an entity other than the seller, the seller will arrange the warranty repair. On the day the complaint is received, the seller issues to the buyer a confirmation of receipt of the complaint, in which it specifies the defects of the goods precisely in accordance with the Act. After the complaint has been handled, the seller informs the buyer in the manner agreed with the buyer.
• The Buyer is also entitled to request a warranty repair at authorised service centres, the list of which is enclosed in the documentation of the Goods, or which the Seller will provide at the Buyer's request.
• Complaints, including the remedy of the fault, must be handled without undue delay, in justified cases no later than 30 days from the day the Complaint was made. After this period has expired, the consumer has the right to withdraw from the contract or the right to have the product replaced with a new product.
• Where the Goods need to be sent to the Seller or a service centre, the Buyer shall ensure that the Goods are packed in suitable packaging that sufficiently protects the Goods and meets the requirements for transporting them. When transporting fragile Goods, we recommend marking the parcel with the appropriate symbols.
• If the goods subject to a complaint are delivered by post or courier (see contacts), the responsible person will receive the goods and check the parcel and the documentation (invoice, receipt, packaging); the decisive date for the complaint period is the date of receipt from the courier or postal carrier.
• The responsible person is fully responsible for monitoring the complaint period in accordance with the Act and the Civil Code and for contacting the customer without delay about the handling of the complaint within the statutory period by e-mail, SMS or registered letter.
• After the complaint has been properly handled, the service centre will invite the Buyer by phone, e-mail or another method agreed with the Buyer to collect the repaired Goods and the complaint report, or, by mutual agreement, the goods together with the complaint report will be delivered to the Buyer by registered mail.
• For any visit of a service technician to the Buyer, a report must be drawn up on the faults found and how they were remedied. Without such a report, the visit of the service technician is not taken into account.
• The right to claim under the warranty expires in the case of improper installation or improper commissioning of the Goods, as well as improper handling of the Goods, i.e. in particular:
  - breaking protective seals and stickers, if there are any on the product
  - using the Goods in conditions whose parameters do not correspond to the parameters stated in the documentation of the Goods
• If the Buyer - consumer was not satisfied with the way the Seller handled the complaint, or if the Buyer - consumer contacted the Seller with a request for redress and was not satisfied with the way the Seller handled their complaint, or if they believe that the Seller has violated their rights, the Buyer - consumer has the right to contact the Seller with a request for redress. If the Seller rejects such a request or does not respond to it within 30 days of the day it was sent, the Buyer - consumer has the right to file a petition to initiate alternative dispute resolution with an alternative dispute resolution body. The alternative dispute resolution body is the Slovak Trade Inspection (Slovenská obchodná inšpekcia), Prievozská 32, P.O. Box 5, 820 07 Bratislava 27, or another competent authorised legal entity entered in the list of alternative dispute resolution bodies kept by the Ministry of Economy of the Slovak Republic (the list is available at www.mhsr.sk). The Buyer - consumer is entitled to choose which alternative consumer dispute resolution body to contact.
• In the case of any Complaint, the Buyer informs the Seller that they are making a complaint and agrees with the Seller on the most suitable form of the complaint procedure. Taking into account the nature of the complaint, the Seller will offer the Buyer a visit by a service technician to repair the faults of the Goods on the site of any installation, i.e. at the Buyer's premises, or will recommend transporting the Goods to a service centre.
• The warranty period for goods is 24 months from the day the purchase contract is concluded, unless a different warranty period is set for specific goods, and it runs from the day the goods are received and the necessary documents relating to the goods are confirmed by an authorised person. The 24-month warranty period applies to the sale of goods for private use [Section 620(1) of the Civil Code]. If the buyer is not a consumer, the warranty period is 12 months.
• The warranty period is extended by the time during which the buyer could not use the goods because of a warranty repair.
• If the goods are replaced with new ones, the buyer receives a document stating the replaced goods. Any further complaints are made on the basis of the original delivery note and this complaint document. If the goods are replaced, the warranty period starts running from the day the new goods are received, but only for the new goods.
• All repairs legitimately claimed are free of charge during the warranty period.
• In the case of a complaint, we are not liable for the loss of data or for damage caused by the loss of data stored in the device.
• The warranty period runs from the receipt of the goods.
• The period from the complaint about the goods until the time when the buyer is obliged to collect the goods after the warranty repair is completed is not counted in the warranty period. If the goods are replaced with new ones or a part covered by the warranty is replaced, the warranty period starts running again from the beginning, from the receipt of the new goods (or of the goods with the new part).
• The above cannot be applied to gifts supplied with the goods.
• The seller issues the tax document (invoice) when the goods are packed and encloses it in the parcel. If the order is paid in advance, the buyer also receives it by e-mail together with the notice that the parcel has been dispatched.
• A blank warranty certificate will be delivered to you together with the goods (if it is not enclosed, the invoice serves as the warranty certificate).