Complaints & Warranty Policy
I. General Provisions & Definitions
This Complaints and Warranty Policy is drafted in accordance with the Slovak Civil Code (the “Act”) and applies to consumer goods (“Goods”) for which the buyer may assert rights arising from defects during the warranty period (“Complaints”).
• “Seller” refers to Magnetic baby s. r. o.
• “Buyer” refers to any party that has entered into a purchase contract with the Seller.
II. Warranty Conditions
If the Goods exhibit visible defects (e.g., damaged transport packaging), the Buyer may refuse to accept them. In that event, the Buyer retains the right to proper performance by the Seller or a refund of the purchase price, at the Buyer’s choice.
The warranty does not cover: mechanical damage caused by the Buyer, use in unsuitable conditions, improper handling, maintenance, installation, or unauthorized repair by non‑qualified persons. Any such misuse voids the right to free warranty repair, exchange, replacement, or refund.
Warranty repairs are free if the Buyer’s rights have not been voided by improper use. The statutory warranty period is 24 months, unless otherwise provided by law.
The Buyer may withdraw from the contract in all cases permitted by the Act. Withdrawal becomes effective once the Seller receives the Buyer’s written declaration. Upon withdrawal, the contract is annulled and both parties must return what they provided.
III. Complaint Handling
Complaints must be filed at the Seller’s registered office. If the warranty card designates another authorized service provider (located at the same or closer location to the Buyer), the Buyer may submit the complaint there instead. Otherwise, the Seller arranges the warranty repair.
On the day the Complaint is received, the Seller issues the Buyer a receipt specifying the defects in accordance with Consumer Protection Act § 18(5). After processing, the Seller notifies the Buyer via email and sends a written Complaints Report (via email or registered post) no later than 30 days from filing.
Simpler complaints are decided immediately or within 3 working days; complex cases (e.g. requiring technical evaluation) are decided within 30 calendar days. After this deadline, the Buyer may withdraw from the contract or request a replacement.
Possible resolutions include:
a) return of repaired goods; b) replacement; c) refund; d) partial price reduction; e) justified rejection.
If the Goods must be shipped, the Buyer must pack and label them properly for transport (especially fragile items).
Upon receipt via courier or post, the Seller’s responsible person inspects the package and documents; the official date of complaint is the date of receipt. Cash-on-delivery shipments are not accepted. Buyers are advised to insure shipments.
The Seller monitors statutory complaint deadlines under Act No. 250/2007 Coll. and the Civil Code, and promptly informs the Buyer of progress via email, SMS, or registered letter.
If a technician visits the Buyer, a protocol about identified faults and their removal must be prepared. Visits without a protocol are disregarded. Warranty claims are void in case of improper installation or unauthorized intervention during warranty period.