Returning Items

(LIABILITY FOR DEFECTS, WARRANTY, COMPLAINTS)

This complaints procedure is governed by the relevant provisions of the Civil Code, as amended, and the provisions of Act No. 250/2007 Coll. on Consumer Protection and the amendment of the Act of the Slovak National Council No. 372/1990 Coll. on Offenses, as amended, regarding liability for defects and the enforcement of liability for defects in sold goods and provided services.

The Seller is liable for defects in the goods, and the Buyer shall submit a complaint without undue delay to the Seller in accordance with the applicable complaints procedure. The warranty period for sold products is set by the general legal regulation – the Civil Code valid at the time of sale.
The handling of complaints is governed by the valid complaints procedure. By submitting an order to the Seller, the Buyer confirms that they have been duly informed about the conditions and methods of filing complaints, including information on where a complaint can be submitted and on the execution of warranty repairs, in accordance with Section 18(1) of Act No. 250/2007 Coll. on Consumer Protection and the amendment of the Act of the Slovak National Council No. 372/1990 Coll. on Offenses, as amended (hereinafter referred to as the "Act").

The complaints procedure applies to goods purchased by the Buyer from the Seller through the Seller’s e-shop, via email, or by other means.
This form of the complaints procedure is valid for all commercial cases, unless other warranty conditions have been contractually agreed.
The Buyer has the right to claim a warranty from the Seller only for goods that show defects caused by the manufacturer, supplier, or Seller, are covered by a warranty, and were purchased from the Seller.

The Buyer shall inspect the goods upon receipt. Upon discovering a defect, the Buyer may assert claims for defects identified during this inspection. During the warranty period, the Customer is entitled to have the defect repaired free of charge by presenting the goods, including accessories, to the Seller together with the warranty certificate (if issued) and proof of purchase – one of these documents is sufficient.

If the goods show defects, the Customer has the right to submit a complaint at the Seller’s premises in accordance with Section 18(2) of the Consumer Protection Act, via email or by telephone.

The complaint procedure for goods that can be objectively presented to the Seller begins on the day when all the following conditions are met:

• The complained product is submitted by the consumer to the address: BAT-MAN, s.r.o., Andraščíkova 618/1, 085 01 Bardejov, Company ID: 47 113 618.

• Along with the complained product, a purchase document – receipt (invoice), warranty certificate (if issued) – is provided to the above address; one of these documents is sufficient, including the consumer's name and address, possibly a telephone contact, a precise description of the defect, and, if applicable, how the defect occurred.

A sample complaint form is available at: https://www.bat-man.sk/user/documents/upload/Dokumenty/Reklamacny_protokol_eshop_BAT-MAN.docx. The consumer fills in the complaint form fields (points a–g) and sends the completed form to the Seller by email, Slovak Post, or personally to the above address.

The start of the complaint procedure is also the day the complaint is submitted. The complained goods shall be submitted to the Seller’s registered office or the place specified in this complaints procedure (Section 8.a.). The Seller is obliged to accept a complaint at any premises where complaint acceptance is possible, i.e., at their place of business, in accordance with Section 18(2) of the Consumer Protection Act.

At the place designated for complaint acceptance, the Seller must ensure the presence of a person authorized to handle complaints, in accordance with Section 18(3) of the Act.
The Buyer submits the claim for product defects to the Seller without undue delay.

On the day of receipt of the complaint, the Seller shall issue the Buyer a document acknowledging the receipt of the complained goods in written form, e.g., by email or in writing, indicating the defects of the goods precisely, in accordance with Section 18(5) of the Act.

If the consumer files a complaint, the Seller or an authorized employee or designated person must inform the consumer of their rights under the general regulation and, based on the consumer’s decision on which rights are being exercised, must determine the method of handling the complaint immediately, in complex cases no later than 3 working days from the date of the complaint, or, in justified cases, especially when complex technical assessment of the product or service is required, no later than 30 days from the date of complaint submission. Once the method of complaint handling is determined, the complaint is addressed immediately; in justified cases, it may be resolved later, but the complaint resolution must not exceed 30 days from the complaint submission. After this period, the consumer has the right to withdraw from the contract or to exchange the product for a new one.

The Buyer does not claim a warranty for defects they were informed of by the Seller at the time of concluding the contract.

The right to claim a warranty from the Seller expires:

• if proof of payment, delivery note, or warranty certificate (if issued) – one of these documents is sufficient – or accessories are not presented,

• upon expiration of the warranty period,

• due to mechanical damage caused by the Buyer,

• if the goods are used in conditions not corresponding to the natural environment in terms of humidity, chemical or mechanical effects,

• due to improper handling, operation, or neglect of care,

• due to excessive stress, incorrect storage, improper handling, or use contrary to conditions stated in the documentation, general principles, technical standards, or safety regulations valid in Slovakia,

• due to unavoidable or unforeseeable events,

• due to accidental damage or deterioration, other unprofessional interference, damage during transport, water damage, fire, static or atmospheric electricity, or force majeure, unauthorized interference with the product.

The Seller must handle the complaint and close the complaint procedure in one of the following ways:

• by providing repaired goods,

• by exchanging the goods,

• by refunding the purchase price of the goods,

• by granting a reasonable discount on the price of the goods,

• by a written request to collect the performance designated by the Seller,

• by justified rejection of the complaint.

The Seller must issue the Buyer a written document on complaint resolution no later than 30 days from the complaint submission.

The warranty period is 24 months from the date of the purchase contract, except for products for which the warranty period is indicated as a shelf life, usability period, or minimum durability period. The warranty period is extended by the time during which the Buyer could not use the goods due to warranty repairs.

In the case of product replacement, the Buyer receives a document showing the replaced goods, and any further complaints are handled based on the new delivery note and complaint document. The warranty period restarts upon receipt of the new goods.

For removable defects, the complaint will be handled as follows:

• the Seller ensures the defect is removed, or

• the Seller replaces the defective product with a new, identical product.

For defects that cannot be removed, repeated removable defects, or a larger number of different removable defects that prevent the product from being properly used, the Seller resolves the complaint by:

• canceling the purchase contract, or at the Customer’s request, exchanging the product for another functional product with equal or better technical parameters, or

• if the Seller cannot exchange the product, issuing a credit note for the defective product.

A repeated removable defect is considered when the same defect occurs and is removed more than twice.
A larger number of different removable defects is considered when more than two different removable defects occur and are removed.

If the Seller ends the complaint procedure with a justified rejection but the product defect objectively exists and has not been removed, the Buyer may exercise their right to defect removal through the court.

The warranty does not cover unprofessional assembly or failure to follow assembly, maintenance, and usage instructions, where applicable to the product.

Consumer Instructions:

1. For removable defects, the Buyer has the right to have them removed free of charge, promptly, and properly. The Seller must remove the defect without undue delay.

2. The Buyer may request a product replacement instead of defect removal, or if the defect concerns only a part, a replacement part, provided it does not cause disproportionate costs to the Seller.

3. The Seller may always replace a defective product with a non-defective one instead of removing the defect, if it does not cause significant inconvenience to the Buyer.

4. For non-removable defects that prevent proper product use, the Buyer has the right to a replacement or to withdraw from the contract. The same rights apply to repeated removable defects if the Buyer cannot use the product due to recurrence or multiple defects.

5. For other non-removable defects, the Buyer is entitled to a reasonable price reduction.

Alternative Dispute Resolution:
a) The consumer may contact the Seller for rectification by email at info@bat-man.sk or in writing at BAT-MAN, s.r.o., Andraščíkova 618/1, 085 01 Bardejov, Company ID: 47 113 618, if they are not satisfied with the complaint handling or believe their rights were violated. If the Seller refuses or fails to respond within 30 days, the consumer may submit a proposal to an alternative dispute resolution entity (ARS) under Act 391/2015 Coll. ARS entities are authorities or authorized legal entities under §3 of Act 391/2015 Coll. The proposal may be submitted according to §12 of Act 391/2015 Coll