Complaints Policy
1. Introductory Provisions
1.1. This Complaints Policy governs the procedure for exercising rights arising from liability for defects in goods purchased from KRASPOL s.r.o., either through the online store www.kraspol.eu or on the basis of an individual order.
1.2. The Seller is:
KRASPOL s.r.o.
Registered office: Staničná 796, 906 13 Brezová pod Bradlom, Slovak Republic
Company ID (IČO): 47019131
Tax ID (DIČ): 2023695564
VAT ID: SK2023695564
Email: kraspol.m@gmail.com
Telephone: +421 918 474 129
Website: www.kraspol.eu
1.3. This Complaints Policy applies to customers purchasing as consumers (B2C) as well as customers purchasing in the course of their business activities (B2B).
1.4. Consumer rights are governed primarily by Act No. 40/1964 Coll., the Slovak Civil Code, and Act No. 108/2024 Coll. on Consumer Protection, as amended.
1.5. For purchases made by business customers, liability for defects is governed by the relevant legislation and applicable contractual agreements.
2. Liability for Defects in Goods
2.1. The Seller is responsible for ensuring that the goods delivered comply with the purchase contract and possess the agreed characteristics, quantity, quality and functionality.
2.2. In consumer sales, the Seller is liable for defects that exist at the time of delivery and become apparent within two years of delivery, unless otherwise provided by law.
2.3. If a defect becomes apparent during the statutory liability period, the legal presumption that the defect existed at the time of delivery applies, unless proven otherwise or unless this is incompatible with the nature of the goods or the defect.
2.4. Defects do not generally include normal wear and tear corresponding to the manner in which the goods are used, or damage caused by improper use or mechanical interference by the Buyer, where the Seller is not legally responsible for such damage.
2.5. The Consumer’s rights arising from statutory liability for defects are not affected by any voluntary commercial guarantee.
3. How to Submit a Complaint
3.1. The Buyer may report a defect in the goods to the Seller by email at:
or in writing to the company’s registered office, or by another method permitted by law.
3.2. To facilitate faster handling of a complaint, we recommend providing:
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The Buyer’s first and last name or company name.
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Contact details.
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Order or invoice number, if available.
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Identification of the goods concerned.
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Description of the identified defect.
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Date on which the defect became apparent.
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Preferred method of resolving the complaint.
3.3. Photographs or other documentation of the defect may be attached where appropriate, depending on the nature of the complaint.
3.4. The Seller may provide a model complaint form in PDF format. Use of the form is voluntary and is not a condition for submitting a complaint.
3.5. The Consumer must report a defect within two months of discovering it and no later than the expiry of the statutory liability period.
3.6. The Seller will promptly provide the Consumer with written confirmation of the reported defect, including information about the period within which it will be remedied.
4. Assessment of Complaints
4.1. Upon receiving a complaint, the Seller will assess the reported defect and, where necessary, request the Buyer’s cooperation to investigate it.
4.2. If a physical inspection of the goods is required to assess the defect, the Seller will provide the Buyer with information about the next steps.
4.3. The Buyer is obliged to provide reasonable cooperation necessary to assess and remedy the defect.
4.4. If the Seller rejects liability for the defect, the Seller will inform the Consumer of the reasons for rejection in writing.
4.5. If the Consumer subsequently demonstrates the Seller’s liability for the defect by means of an expert opinion or expert report as provided for by law, the relevant provisions of the Slovak Civil Code will apply.
5. Consumer Rights in the Event of Defective Goods
5.1. If the Seller is liable for a defect in the goods, the Consumer has the right to request that the defect be remedied by repair or replacement.
5.2. The Consumer may choose repair or replacement unless the chosen remedy is impossible or would impose disproportionate costs on the Seller compared with the alternative remedy.
5.3. Before remedying the defect, the Seller will inform the Consumer of the relevant rights in accordance with applicable legislation.
5.4. The defect will be remedied free of charge, at the Seller’s expense, within a reasonable period and without causing significant inconvenience to the Consumer.
5.5. Where the statutory conditions are met, the Consumer has the right to request an appropriate reduction in the purchase price or withdraw from the purchase contract.
5.6. The right to a price reduction or withdrawal may arise, for example, if the Seller fails to remedy the defect properly, the defect repeatedly occurs or is so serious that it justifies an immediate price reduction or withdrawal from the contract.
5.7. In the event of withdrawal from the contract due to a defect, the return of the goods and the purchase price is governed by the relevant provisions of the Slovak Civil Code.
6. Time Limits for Handling Complaints
6.1. The Seller will remedy the defect within a reasonable period after it has been reported.
6.2. The period for remedying the defect must 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.
6.3. The Seller will inform the Consumer of the period for remedying the defect in the written confirmation of the defect report.
6.4. If the defect is not remedied in accordance with the law, the Consumer may exercise additional rights under the Slovak Civil Code.
7. Complaints Concerning Oversized and Heavy Goods
7.1. When submitting a complaint concerning oversized, heavy or otherwise difficult-to-handle goods, we recommend that the Buyer first contact the Seller by email and describe the defect identified.
7.2. The Seller will then provide information about the appropriate procedure for inspecting, collecting or making the goods available for inspection.
7.3. If collection of the goods is necessary for repair or replacement, the Seller will bear the collection costs in the case of a justified consumer complaint, in accordance with the law.
7.4. The Buyer is not obliged to arrange disproportionately burdensome transport of oversized goods at their own expense where this would conflict with their statutory rights.
7.5. If repair or replacement requires the removal of properly installed goods and their subsequent reinstallation, the relevant statutory provisions will apply.
8. Complaints from Business Customers (B2B)
8.1. For goods purchased for business purposes, the rights and obligations of the contracting parties are governed by the relevant provisions of the Slovak Commercial Code or other applicable legislation and the valid contractual agreement.
8.2. Business customers are obliged to inspect the goods and report any defects identified within the time limits and in the manner prescribed by the relevant legislation.
8.3. B2B customers may submit a complaint by email to kraspol.m@gmail.com or by another agreed method.
8.4. The specific method of remedying a defect may be subject to an individual agreement between the Seller and the business customer, provided that such an agreement complies with the law.
8.5. Provisions of this Complaints Policy that expressly regulate statutory consumer rights do not automatically apply to B2B customers.
9. Complaints from Customers in Other EU Countries
9.1. Customers from other Member States of the European Union may submit complaints using the Seller’s contact details.
9.2. For cross-border consumer purchases, the relevant European Union legislation and mandatory provisions of the law applicable to the particular consumer contract will be respected.
9.3. The procedure for inspecting, repairing, replacing or collecting the goods concerned will be determined with regard to the nature of the product and the Consumer’s statutory rights.
9.4. The Seller must not apply a procedure that unlawfully deprives the Consumer of rights arising from liability for defects solely because the Consumer resides in another Member State of the European Union.
10. Withdrawal from the Contract Without Giving a Reason
10.1. A complaint concerning defective goods is different from a Consumer’s withdrawal from a distance contract without giving a reason.
10.2. The conditions for statutory withdrawal from the contract, including the relevant time limits and exceptions, are set out in a separate document, the Terms and Conditions.
10.3. Submitting a complaint is not conditional upon exercising the right to withdraw from the contract without giving a reason.
11. Personal Data Protection
11.1. The Seller processes personal data provided in connection with a complaint for the purposes of receiving, assessing and resolving the complaint and fulfilling related legal obligations.
11.2. Details about the processing of personal data are provided in the Privacy Policy, published on the Seller’s website.
12. Final Provisions
12.1. This Complaints Policy forms a supplementary part of the Seller’s Terms and Conditions.
12.2. No provision of this Complaints Policy restricts the Consumer’s statutory rights.
12.3. The Seller reserves the right to update this Complaints Policy in accordance with applicable legislation.
12.4. Legal relationships established before an update are governed by the relevant terms and legislation applicable to the contractual relationship concerned.
12.5. This Complaints Policy enters into force on [INSERT PUBLICATION DATE].