Complaints & Warranty Policy
COMPLAINT HANDLING POLICY
Online Store magneticlove.sk
I. Identification of the Merchant
1.1. These Complaint Handling Rules (hereinafter also referred to as the “CHR”) govern the legal relationships between:
Business Name: Magnetic baby s. r. o.
Registered Office: Furdekova 19, Bratislava – Petržalka 851 04, Slovak Republic
Registered in the Commercial Register of the Municipal Court Bratislava III, Section Sro, Insert No. 175062/B
Company ID (IČO): 55 950 728
Tax ID (DIČ): 2122146851
Bank Account: SK 71110 0000 0029 4116 4938
The Seller is not a VAT payer.
(hereinafter also referred to as the “Seller” or the “Merchant”)
and any person who is a Buyer of products offered by the Seller on the Seller’s Website and who acts as a consumer within the meaning of the General Terms and Conditions published on the Seller’s Website and the relevant laws defining a consumer under the applicable legislation of the Slovak Republic, in particular Act No. 108/2024 Coll. on Consumer Protection and on Amendments to Certain Acts, as amended, and Act No. 40/1964 Coll., the Civil Code, as amended, with the exception stated in Clause 4.4 of these Complaint Handling Rules, which governs the legal relationship between the Merchant and a Buyer who is not acting as a consumer.
1.2. The Seller’s e-mail and telephone contact details are:
E-mail: info@magneticlove.sk
Phone: +421915983346
1.3. Address for sending complaints, contract withdrawals, requests for remedy, or other submissions:
Magnetic baby s. r. o.
Furdekova 19
Bratislava 851 04
Slovak Republic
II. Basic Provisions
2.1. These Complaint Handling Rules regulate the legal relationships between Buyers who are consumers and the Merchant.
III. Exercising Rights Arising from Liability for Defects
3.1. The Buyer may exercise rights arising from liability for defects only if the defect is reported to the Seller without undue delay, no later than 24 months from the receipt of the item. If the defect is not reported within this period, the rights arising from liability for defects shall expire.
IV. Liability for Defects
4.1. The Seller shall be liable for any defect that the sold item has at the time of delivery and which becomes apparent within two years from the delivery of the item.
4.2. If the subject of purchase is an item with digital elements for which digital content is to be supplied or a digital service is to be provided continuously for an agreed period, the Seller shall be liable for any defect in the digital content or digital service that occurs or becomes apparent during the entire agreed period, but at least for two years from the delivery of the item with digital elements.
4.3. In the case of a used item, the parties may agree on a shorter liability period for defects than stated in Clauses 4.1 and 4.2, but not shorter than one year from the delivery of the item.
4.4. A defect in a sold used item shall not include a defect arising from use and normal wear and tear that can reasonably be expected considering the extent of its previous use.
4.5. The warranty period for products purchased by a Buyer who is not acting as a consumer shall be 12 months, unless a different warranty period has been agreed otherwise.
V. Rights Arising from Liability for Defects
5.1. If the Seller is liable for a defect in the sold item, the Buyer shall have the right to have the defect remedied by repair or replacement, the right to a reasonable discount from the purchase price, or the right to withdraw from the purchase contract.
5.2. The Buyer may refuse to pay the purchase price or part thereof until the Seller fulfils the obligations arising from liability for defects, unless the Buyer is in default with the payment of the purchase price or part thereof at the time the defect is reported. The Buyer shall pay the purchase price without undue delay after the Seller fulfils its obligations.
5.3. The Buyer may exercise rights arising from liability for defects, including the right under Clause 5.2, only if the defect is reported within two months of its discovery and no later than within the period specified in Clauses 4.1 to 4.3 of these Complaint Handling Rules.
5.4. Exercising rights arising from liability for defects shall not exclude the Buyer’s right to compensation for damage caused by the defect.
VI. Reporting a Defect
6.1. A defect may be reported at any establishment of the Seller, to another person about whom the Seller informed the Buyer before the conclusion of the contract or before the submission of the order, or through means of distance communication to the Seller’s registered office or place of business, or to another address about which the Seller informed the Buyer when concluding the contract or after its conclusion.
6.2. If the Buyer reports a defect by postal shipment which the Seller refuses to accept, the shipment shall be deemed delivered on the date of refusal.
6.3. The Seller shall provide the Buyer with written confirmation of the reported defect immediately after the defect has been reported. In the confirmation, the Seller shall specify the period within which the defect will be remedied in accordance with Section 507(1) of Act No. 40/1964 Coll., the Civil Code, as amended. The period stated may not exceed 30 days from the date the defect was reported unless a longer period is justified by an objective reason beyond the Seller’s control. The burden of proof regarding the existence of such objective reason lies with the Seller.
6.4. If the Seller refuses liability for defects, the reasons for refusal shall be communicated to the Buyer in writing. If the Buyer proves the Seller’s liability for the defect through an expert opinion or professional statement issued by an accredited, authorized, or notified body, the Buyer may report the defect again, and the Seller may not refuse liability. Section 621(3) of Act No. 40/1964 Coll., the Civil Code, as amended, shall not apply to repeated reporting of a defect. The consumer’s costs related to the expert opinion or professional statement shall be governed by Section 509(2) of the Civil Code.
6.5. If, before the conclusion of the contract, or before the submission of the order where the contract is concluded based on the Buyer’s order, the Seller informed the Buyer that defects may also be reported to another person, any act or omission of that person shall be considered an act or omission of the Seller for the purposes of liability for defects.
VII. Remedy of Defects
7.1. The Buyer has the right to choose whether the defect will be remedied by replacement of the item or by repair of the item. The Buyer may not choose a method of remedy that is impossible or that would impose disproportionate costs on the Seller compared to the alternative method, considering all circumstances, particularly the value the item would have without the defect, the seriousness of the defect, and whether the alternative method would cause significant inconvenience to the Buyer.
7.2. The Seller may refuse to remedy the defect if neither repair nor replacement is possible or if they would require disproportionate costs considering all circumstances, including those referred to in Clause 7.1.
7.3. The Seller shall repair or replace the item within a reasonable time after the Buyer reports the defect, free of charge, at the Seller’s own expense, and without causing serious inconvenience to the Buyer, taking into account the nature of the item and the purpose for which the Buyer requested the item.
7.4. For the purpose of repair or replacement, the Buyer shall hand over or make the item available to the Seller or to a person pursuant to Section 622(5) of Act No. 40/1964 Coll., the Civil Code, as amended. The costs of collecting the item shall be borne by the Seller.
7.5. The Seller shall deliver the repaired item or replacement item to the Buyer at the Seller’s own expense using the same or a similar method by which the Buyer delivered the defective item, unless the parties agree otherwise. If the Buyer does not take over the item within six months from the day on which the Buyer was required to take it over, the Seller may sell the item. If the item is of higher value, the Seller shall notify the Buyer in advance of the intended sale and provide the Buyer with an appropriate additional period for taking over the item. The Seller shall, without undue delay after the sale, pay the Buyer the proceeds from the sale of the item after deducting the costs reasonably incurred for its storage and sale, if the Buyer exercises the right to a share of the proceeds within a reasonable period specified by the Seller in the notice of the intended sale of the item. The Seller may destroy the item at its own expense if it was not possible to sell it or if the expected proceeds from the sale would not be sufficient even to cover the costs reasonably incurred by the Seller for storing the item and the costs that the Seller would necessarily incur in connection with its sale.
7.6. When remedying a defect, the Seller shall ensure the removal of the item and the installation of the repaired item or replacement item if replacement or repair requires the removal of the defective item that was installed in accordance with its nature and purpose before the defect became apparent. The Seller and the Buyer may agree that the removal of the item and the installation of the repaired or replacement item shall be carried out by the Buyer at the Seller’s expense and risk.
7.7. When remedying a defect by replacing the item, the Seller shall not be entitled to compensation for damage caused by normal wear and tear of the item or to payment for the normal use of the item before its replacement.
7.8. The Seller shall be liable for defects of the replacement item pursuant to Section 619 of Act No. 40/1964 Coll., the Civil Code, as amended.
7.9. The Buyer has the right to an appropriate reduction of the purchase price or may withdraw from the purchase contract even without granting an additional reasonable period pursuant to Section 517(1) of Act No. 40/1964 Coll., the Civil Code, as amended, if
a) the Seller has neither repaired nor replaced the item,
b) the Seller has neither repaired nor replaced the item in accordance with Section 623 of Act No. 40/1964 Coll., the Civil Code, as amended,
c) the Seller has refused to remedy the defect pursuant to Section 623 of Act No. 40/1964 Coll., the Civil Code, as amended,
d) the item has the same defect despite the repair or replacement of the item,
e) the defect is of such a serious nature that it justifies an immediate reduction of the purchase price or withdrawal from the purchase contract, or
f) the Seller has declared, or it is apparent from the circumstances, that the defect will not be remedied within a reasonable period or without causing serious difficulties for the Buyer.
7.10. The reduction of the purchase price must be proportionate to the difference between the value of the item sold and the value that the item would have had if it had been free from defects.
7.11. The Buyer may not withdraw from the purchase contract pursuant to Clause 7.9 if the Buyer contributed to the occurrence of the defect or if the defect is negligible. The burden of proving that the Buyer contributed to the occurrence of the defect and that the defect is negligible shall be borne by the Seller.
7.12. If the contract concerns the purchase of several items, the Buyer may withdraw from the contract only in relation to the defective item. In relation to the remaining items, the Buyer may withdraw from the contract only if it cannot reasonably be expected that the Buyer would have an interest in keeping the remaining items without the defective item.
7.13. After withdrawal from the contract or a part thereof, the Buyer shall return the item to the Seller at the Seller’s expense. The Seller shall ensure the removal of the item that was installed in accordance with its nature and purpose before the defect became apparent. If the Seller does not remove the item within a reasonable period, the Buyer may arrange for its removal and delivery to the Seller at the Seller’s expense and risk.
7.14. Following withdrawal from the contract, the Seller shall refund the purchase price to the Buyer no later than 14 days from the date the item is returned to the Seller or from the date on which the Buyer proves that the item has been sent to the Seller, whichever occurs first.
7.15. The Seller shall refund the purchase price to the Buyer or pay the reduction of the purchase price using the same method that the Buyer used to pay the purchase price, unless the Buyer expressly agrees to another method of payment. All costs associated with the payment shall be borne by the Seller.
7.16. The Seller shall not be entitled to compensation for damage caused by normal wear and tear of the item or to payment for the normal use of the item before withdrawal from the purchase contract.
VIII. Liability for Defects in Digital Content
8.1. The Merchant shall be liable for any defect that the digital content has at the time of delivery and which becomes apparent within two years from its delivery, if the digital content is supplied as a one-time delivery or as a set of individual deliveries.
8.2. The Merchant shall remedy the defect in the digital content within a reasonable period after the consumer has notified the defect, free of charge and without causing significant inconvenience to the consumer, taking into account the nature of the digital content and the purpose for which the consumer requested the digital content.
8.3. The Merchant may refuse to remedy the defect if the remedy is impossible or if it would cause disproportionate costs considering all circumstances, in particular the value that the digital content would have without the defect and the severity of the defect.
IX. Liability for Defects in Services
9.1. The Seller shall be liable for any defect in a service that exists at the time of its provision and becomes apparent within two years from the provision of the service.
9.2. When exercising rights arising from liability for defects in services, the provisions of Article VI of these Complaint Handling Rules shall apply accordingly.
X. Supplementary Provisions
10.1. These Complaint Handling Rules form an integral part of the General Terms and Conditions and the Privacy Policy and Information on Personal Data Protection of this Website. The General Terms and Conditions and the Privacy Policy and Information on Personal Data Protection are published on the Seller’s Website domain.
XI. Final Provisions
11.1. These Complaint Handling Rules become valid and effective upon their publication on the Seller’s Website on 02.06.2026.
This e-shop is certified by https://www.pravoeshopov.sk
COMPLAINT FORM
for the online store magneticlove.sk
Communication address:
Magnetic baby s. r. o., Furdekova 19, Bratislava 851 04, Slovak Republic
Customer
Full Name:
Address:
Telephone Number:
E-mail Address:
Claimed Product/Service
Purchase Receipt Number or Warranty Certificate Number:
Product Name:
Date of Purchase:
Accessories:
Description of the Defect:
I propose that my complaint be resolved in the following manner (please tick the requested option):
□ Product Replacement □ Product Repair
If the complaint is resolved by a refund and you wish the funds to be transferred to a bank account, please provide the account number:
In ……………………………… on: …………………
……………………………………..
Customer Signature
FORM FOR WITHDRAWAL FROM A DISTANCE CONTRACT AND A CONTRACT CONCLUDED OUTSIDE THE MERCHANT’S BUSINESS PREMISES
magneticlove.sk
(Complete and send this form only if you wish to withdraw from a distance contract or a contract concluded outside the merchant’s business premises.)
To:
Magnetic baby s. r. o.
Furdekova 19
Bratislava 851 04
Slovak Republic
I/We hereby give notice that I/We withdraw from the contract for the delivery or provision of the following product:
……………………………………………………
Date of Order / Date of Receipt*:
……………………………………………………
Name and Surname of Consumer(s)*:
……………………………………………………
Address of Consumer(s)*:
……………………………………………………
Signature of Consumer(s)* (only if this form is submitted in paper form):
……………………………………………………
Date:
……………………………………………………
If you wish the refund to be transferred to a bank account, please provide the account number:
……………………………………………………………………………………….
- Delete as appropriate.