This warranty claim order is an inseparable part of the Trading and Delivery Conditions of INVEX TRADE, s.r.o.
Upon taking delivery, the Buyer is obliged to examine the package and, in case of evident and on the surface noticeable damage, obvious wear or partial loss of the delivery, to immediately claim these damages to the courier agent. A damage protocol must be written immediately, stating the extent of damage or loss. The courier is obliged to write up this protocol. Any further handling of the damaged package must be carried out in accordance with orders of a courier agent.
If the damage or partial loss of the package is not apparent to the Buyer upon accepting delivery, the Buyer is obliged to inform the Seller about the occurrence of damage without any delay, no later than 2 days after delivery of goods.
In case of detection of manufacturing defects it is necessary to consign the goods back to the address listed under Contact us or stated on the invoice, along with a statement of claim reason. Please remember to attach a copy of the invoice. The claim will be resolved in conformity with corresponding regulations of the Commercial Code or the Civil Code. Damage of goods caused during transport to the Seller will result in repudiation of the claim. Therefore, we strongly recommend sending the goods by recorded delivery with insurance.
The claim must be in written form and must contain the following:
a) designation and description of the defect
b) order number or parcel number from the identification label
c) a copy of the invoice
d) a copy of the damage protocol (only if it was written up with the courier agent upon taking delivery)
The Seller will resolve the claim immediately, in complicated cases within 3 business days. In justified cases, especially those that require professional evaluation, no later than 30 days after claim application. This period can be prolonged until the Seller/buyer?? Provides aforementioned documents, or for the time needed for professional evaluation of the defect. After expiration of this period the Buyer is entitled to either rescind the contract or has the right to exchange the goods.
For faster and more operative solution of your warranty claims, please do not hesitate to contact us by phone as well.
Claims are resolved:
- by phone on business days from 8:00 to 16:00 at +421 911 336 625,
- via email at email@example.com
- by regular mail at INVEX TRADE s.r.o., Podjazdová 9, 971 01 Prievidza, Slovak republic.
The Buyer – consumer has the right to turn to the Seller with a request for rectification (via email at firstname.lastname@example.org), in case the Buyer is not satisfied with the way the claim was handled or when the Buyer believes the Seller has infringed the Buyer’s rights. If the Seller rejects this request or does not reply to it within 30 days, the consumer has the right to file a proposal for an alternative dispute resolution (hereinafter referred to as ADR) under the Act No. 391/2015 Coll. ADR subjects are legislative bodies and authorised legal persons under §3 of Act No. 391/2015 Coll. The proposal can be filed in a manner specified under § 12 of Act No. 391/2015 Coll.
The consumer can also file a complaint via the ADR Online Dispute Resolution platform available online at http://ec.europa.eu/consumers/odr/index_en.htm.
ADR can only be used by the consumer – a natural person, who does not act in pursuance of his/her business activities, occupation or profession when entering and executing the contract. ADR only applies to disputes between a consumer and a seller that results from or is related to the Consumer contract. ADR only applies to Distance Sales Contracts. ADR does not apply to disputes with value under 20 EUR. An ADR subject can charge a maximum of 5 EUR incl. VAT as a fee for initiation of ADR.