Complaints Procedure

1. Only goods purchased from the seller and owned by the consumer can be claimed.
2. If the buyer is a consumer (a natural person not acting within the scope of their business activity, employment, or profession), all offered goods are covered by a 24-month warranty unless otherwise stated. The process follows the Consumer Protection Act, the Civil Code, and these complaint terms. If the buyer purchased a used item and was informed, the warranty period is 12 months. If the buyer is not a consumer, the Commercial Code applies, and the warranty period is 1 year; these complaint terms do not apply to such claims.
3. The warranty period begins on the day the goods are received from the carrier or directly from the seller if collected personally by the buyer.
4. The buyer must file a complaint immediately after discovering the defect.
5. Liability for defects does not apply to defects caused by the following use:
   1. the defect was caused by mechanical damage by the buyer,
   2. improper handling of the product contrary to the user manual,
   3. use of goods in conditions not corresponding to natural environment requirements stated in the manual (humidity, chemical, or mechanical effects),
   4. neglect of care or maintenance,
   5. damage caused by overloading,
   6. damage or tampering with the warranty seal (if present),
   7. unauthorized assembly or disassembly,
   8. any modification not performed by the manufacturer or authorized person (e.g., processor overclocking),
   9. use of goods contrary to documentation, general principles, technical standards, or safety regulations.
6. Defects caused by natural disasters are also excluded from liability.
7. Liability for defects also does not cover normal wear and tear caused by use. The shelf life, expiration, or usability date stated on the product cannot be considered a defect if it naturally expires.
8. The claimed goods must be sent to the address below (not cash on delivery) or delivered personally. The goods must be properly packed to prevent damage during transport. We recommend sending it as a registered or insured parcel. Include a copy of the purchase receipt (invoice) and a description of the defect.
9. The seller will confirm receipt of the complaint and issue a confirmation to the buyer. The complaint is considered filed on the day it is delivered to the seller. If confirmation cannot be issued immediately, it must be sent without undue delay, at the latest together with the complaint resolution. Confirmation of the resolution will be sent in writing.
10. The seller must determine how the complaint will be handled immediately or within 3 days in complex cases. In justified cases (technical evaluation required), no later than 30 days. After determining the method, the complaint must be resolved promptly, but never later than 30 days. After this period, the buyer has the right to withdraw from the contract and receive a full refund or an exchange for new goods.
11. Buyer’s rights when filing a complaint:
    1. For a removable defect, the buyer has the right to have it repaired free of charge and promptly,
    2. The buyer may request replacement of the item or part if repair would be unreasonable given the price or severity of the defect,
    3. The seller may replace the defective item with a faultless one instead of repair if this does not cause inconvenience,
    4. For an irreparable defect preventing proper use, the buyer has the right to replacement or withdrawal from the contract. The same applies to recurring or multiple defects,
    5. For other irreparable defects, the buyer has the right to an appropriate discount from the price.
12. The complaint is considered resolved when the repaired goods are handed over, replaced, refunded, discounted, or formally rejected in writing. The buyer confirms receipt either personally or via the carrier’s confirmation.
13. The consumer will be informed about the complaint outcome within the statutory period.
14. The buyer must check the condition of packaging and goods upon delivery. We recommend unpacking and inspecting the goods in the courier’s presence. By signing, you confirm that the packaging is undamaged.
15. These complaint terms form an integral part of the general terms and conditions, and the seller reserves the right to modify them at any time without prior notice.

Contact for complaints: BIOMIN, a.s., Potočná 1/1, 919 43 Cífer,
info@biomin.sk.