Complaints

Complaints policy

1. Pursuant to § 619 of Act No. 40/1964 /Civil Code/ the Seller is liable for defects in the sold item upon receipt by the Buyer.

2. The warranty period is 24 months and starts from the receipt of the goods by the buyer. If you discover a defect in the product during the warranty period, you have the right to make a claim.

- To make a claim, you must fill in a Complaint Form and only submit cleaned goods.

- Attach a copy of the proof of purchase - the invoice, which also serves as the warranty card.

- Describe the defect of the goods in the complaint report.

- If the claim is found to be justified and will be resolved by a refund, please provide your account number (IBAN).

- Please provide your phone number and e-mail address.

3. If the consumer submits a complaint, the seller or an employee or designated person authorised by the seller is obliged to inform the consumer of his/her rights under the general regulation; on the basis of the consumer's decision as to which of these rights the consumer exercises, the seller is obliged to determine the manner of handling the complaint pursuant to Section 2(m) immediately, in complex cases no later than 3 working days from the date of submission of the complaint, in justified cases, in particular if a complex technical assessment of the condition of the product or service is required, no later than 30 days from the date of submission of the complaint. Once the method of handling the complaint has been determined, the complaint shall be handled immediately; in justified cases, the complaint may be handled later; however, the handling of the complaint shall not take longer than 30 days from the date of the complaint. After the expiry of the period for processing the complaint, the consumer shall have the right to withdraw from the contract or have the right to have the product replaced by a new product.

4. Defects in the goods

-If the defect is one that can be rectified, the buyer has the right to have it rectified free of charge, in a timely and proper manner. The seller is obliged to remove the defect. Instead of removing the defect, the buyer may require the item to be replaced or, if the defect relates only to a part of the item, the part to be replaced if this does not incur disproportionate costs for the seller in relation to the price of the item or the seriousness of the defect. The seller may always replace the item with a new item instead of rectifying the defect if this does not cause serious inconvenience to the buyer.

-If the defect cannot be remedied and prevents the item from being used properly, the buyer has the right to have the item replaced or to withdraw from the contract. The same rights shall apply to the buyer if, although the defects are remediable, the buyer cannot properly use the object because of the recurrence of the defect after repair or because of a greater number of defects.

5.The processing of the complaint shall not take longer than 30 days. After the expiration of this period, the buyer has the same rights as if it were a defect that cannot be rectified, pursuant to Section 52(3) of Act No. 40/1964 Coll. of the Civil Code, as amended.

6. The Seller is obliged to handle the complaint and terminate the complaint procedure in one of the following ways:

a) by handing over the repaired goods,

b) by replacing the goods with new goods

c) by refunding the purchase price of the goods

d) by reasoned rejection of the complaint.

If the complaint is not accepted, the seller is obliged to send the goods at his own expense for a professional assessment. If the goods are replaced, the warranty period shall start again from the receipt of the new goods.

7. The Seller shall issue a written notification to the Buyer about the settlement of the complaint within 30 days from the date of the complaint, which shall be sent to the Buyer together with the settled complaint in paper form, or by e-mail in the case of the complaint being settled by refunding the amount.

8. The Buyer may appeal against the decision of the claim within 30 days of receipt of the decision.

9. The Seller shall also be obliged to reimburse the Consumer for the necessary costs incurred in connection with the exercise of the rights under the liability for defects.

If you have any questions regarding claims, please contact our team by e-mail at kuracollection@kuracollection.sk .

The address for claiming goods:

KURA collection, s.r.o.
Zámočnícka 3
040 01 Košice

phone number: +421 911 068 866