Return policy

COMPLAINT POLICY

an integral part of the general terms and conditions

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 who does not act within the scope of their business activities, employment, or profession), all offered goods come with a 24-month warranty, unless otherwise stated for the goods, and follow the Consumer Protection Act, the Civil Code, and these complaint conditions. If the buyer ordered a used item and was informed about it, the warranty period is 12 months. If the buyer is not a consumer, the provisions of the Commercial Code apply, and the warranty period is 1 year, and these complaint conditions do not apply to such claims.

3. The warranty period starts on the day the goods are received from the shipping company or directly from the seller if the buyer collects the goods in person on the day of receipt.

4. The buyer must file a complaint with the seller immediately after discovering the defect.

5. Liability for defects does not apply to defects caused by the following usage:

- the defect occurred due to mechanical damage caused by the buyer,

- improper handling of the product, in a manner other than described in the instructions for use,

- using the goods in conditions that do not correspond with their humidity, chemical and mechanical effects, which are not in line with the natural environment of the goods according to the instructions,

- neglecting the care and maintenance of the goods,

- damaging the goods due to excessive loading,

- using the goods contrary to the conditions stated in the documentation, general principles, technical standards, or safety regulations or other violations of warranty conditions.

6. Liability for defects also does not apply to defects caused by natural disasters.

7. Liability for defects also does not apply to normal wear and tear of the goods (or their parts) caused by use. It cannot be considered a defect, as it follows from the nature of the item, the period of its minimum durability or expiration date, which may be limited to a shorter time. The minimum durability period, use-by date, expiration date, or similar period is stated on the goods if such labeling is applicable.

8. The claimed goods must be sent to our address listed below, but not as cash on delivery.

Veles-X s.r.o.
Bratislavská 535
900 46 Most pri Bratislave
Slovakia

The goods must be properly packed to prevent damage during transport, and we recommend sending the goods by registered mail or as an insured shipment. A copy of the purchase document (invoice) and a description of the defect must be attached to the goods, or we recommend attaching the filled-in Complaint Form along with the purchase document. It is advisable to send the complaint in writing (by post) or by email to podpora@velesx.sk

9. The seller will confirm the receipt of the complaint and issue the buyer a confirmation of the goods complaint in an appropriate form. The day of filing the complaint is considered the day of its delivery to the seller. If it is not possible to deliver the confirmation immediately, it must be delivered without undue delay, but no later than with the proof of handling the complaint. Confirmation of handling the complaint will be sent in writing.

10. The seller is obliged to determine the method of handling the complaint immediately, in complex cases within 5 working days from the date of filing the complaint. In justified cases, especially if a complex technical assessment of the goods is required, no later than 30 days from the date of filing the complaint. After determining the method of handling the complaint, the seller will handle the complaint immediately, in justified cases, the complaint can be handled later. However, handling the complaint must not take longer than 30 days from the date of filing the complaint. After the 30-day period for handling the complaint has elapsed, the buyer has the right to withdraw from the purchase contract and will be refunded the full amount for the goods or has the right to exchange the goods for new ones.