Complaint Procedure

 

Introductory Provisions

  1. This Complaint Procedure (hereinafter referred to as the "Complaint Procedure") is issued by iRefurb s. r. o., with its registered seat at Mlynské nivy 18890/5, 821 09 Bratislava – Ružinov, Slovak Republic, Company ID No.: 57 145 342, registered in the Commercial Register maintained by the Municipal Court Bratislava III, Section Sro, Insert No. 191572/B (hereinafter referred to as the "Seller").
  2. This Complaint Procedure governs the submission and handling of complaints in accordance with Act No. 108/2024 Coll. on Consumer Protection, as amended (hereinafter referred to as the "Consumer Protection Act"), and the provisions of Act No. 40/1964 Coll., the Civil Code, as amended (hereinafter referred to as the "Civil Code"), in relation to the Buyer – Consumer.
  3. The Seller does not conclude contracts with entrepreneurs; therefore, this Complaint Procedure applies exclusively to Consumers.
  4. This Complaint Procedure forms an integral part of the Seller's (General Terms and Conditions) (hereinafter referred to as the "GTC").
  5. The supervisory authority overseeing compliance with the Seller's obligations is the Slovak Trade Inspection (SOI).

Article 1 - Definitions

  1. A Complaint shall mean the exercise of rights arising from liability for defects of the Goods.
  2. Settlement of a Complaint shall mean repair, replacement of the Goods, provision of an appropriate price reduction, refund of the purchase price following withdrawal from the contract, or rejection of the Complaint.
  3. Expert assessment shall mean the assessment of a defect by a professionally qualified person, in particular an authorised service centre, an expert witness, or another professional entity.
  4. Goods shall mean used, second-hand or refurbished products purchased through the Seller's E-shop.
  5. A Durable Medium shall mean a medium that enables the Consumer to store information addressed to them in a way accessible for future reference for a period adequate for the purposes of the information and that allows the unchanged reproduction of the stored information (e.g. e-mail or a PDF sent by e-mail).

Article 2 - Liability for Defects and Warranty Period

  1. The Seller shall be liable for ensuring that the Goods have the agreed characteristics at the time of delivery and are free from defects that would prevent their proper use, taking into account that the Goods are used or refurbished.
  2. The Seller shall be liable for defects that occur within 12 months from the delivery of the Goods.
  3. If a defect becomes apparent within 12 months from delivery, it shall be presumed that the defect already existed at the time of delivery unless proven otherwise or unless such presumption is incompatible with the nature of the Goods or the nature of the defect.
  4. The Seller shall not be liable for:
    1. defects about which the Buyer was expressly informed prior to the conclusion of the contract;
    2. defects corresponding to the degree of normal wear and tear of used Goods;
    3. defects caused by improper use, mechanical damage, intervention by an unauthorised person or other unprofessional intervention after the Goods have been taken over;
    4. defects caused by external events not originating in the Goods.

Article 3 - Submission of a Complaint

  1. A Complaint may be submitted in writing, electronically via contact@irefurb.com, or through the Service Request form on the Seller's website.
  2. The Buyer shall deliver the Goods subject to the Complaint to the address designated by the Seller for handling complaints: iRefurb s. r. o., Mlynské nivy 18890/5, 821 09 Bratislava, Slovakia.
  3. The Buyer shall be obliged to:
    1. provide proof of purchase;
    2. describe the defect and the circumstances in which it occurred;
    3. deliver the Goods complete, properly packaged and in a hygienically acceptable condition.
  4. Shipments sent cash on delivery will not be accepted.
  5. The Seller shall issue to the Buyer a confirmation of the submission of the Complaint on a durable medium containing in particular:
    1. the date of submission of the Complaint;
    2. identification of the Goods;
    3. description of the defect;
    4. the requested method of settlement, if specified.

Article 4 - Time Limit for Handling a Complaint

  1. The Seller shall handle the Complaint without undue delay, no later than within 30 days from the date of its submission, unless a longer period is agreed with the Consumer.
  2. The Buyer shall be informed of the method of settlement of the Complaint on a durable medium.
  3. If the Complaint is settled by repair or replacement, the Seller shall issue a document confirming the settlement of the Complaint.
  4. The period from the submission of the Complaint until its settlement shall not be included in the warranty period.

Article 5 - Method of Settlement of a Complaint

  1. If the defect is remediable, the Consumer shall have the right to have the defect remedied free of charge by repair or replacement of the Goods.
  2. The Seller may provide replacement of the Goods instead of repair if this does not cause disproportionate inconvenience or costs for the Consumer.
  3. If the removal of the defect is not possible or would be disproportionate, the Consumer may request an appropriate price reduction or withdraw from the contract.
  4. The Consumer shall not have the right to withdraw from the contract if the defect is insignificant.
  5. In the case of replacement, Goods of the same type shall be provided; if this is not possible, the Consumer shall be entitled to withdraw from the contract and request a refund of the purchase price.
  6. In the case of a justified Complaint, the Seller shall bear the costs of transport of the Goods subject to the Complaint.

Article 6 - Digital Elements

If the Goods contain digital elements, the Seller's liability shall also be governed by the provisions of the Civil Code concerning Goods with Digital Elements, including the obligation to provide updates to the extent appropriate to the nature of used Goods.

Article 7 - Unjustified Complaint

  1. If an expert assessment demonstrates that the claimed defect did not arise as a result of a breach of the Seller's obligations, the Seller may reject the Complaint.
  2. If the Buyer was expressly informed prior to sending the Goods that costs may be charged in the event of an unjustified Complaint, the Seller may request reimbursement of the reasonably incurred costs of expert assessment and transport.

Article 8 - Damage During Transport

The Buyer is advised to check the condition of the shipment upon delivery and, in the event of visible damage, to inform the carrier and the Seller without undue delay.

Article 9 - Final Provisions

  1. This Complaint Procedure shall enter into force on 1 March 2026.
  2. The Consumer's rights arising from mandatory provisions of applicable law shall not be affected by this Complaint Procedure.