Complaints Procedure

1. Introductory provisions

1.1.Global-Logging s.r.o. (hereinafter referred to as "Global-Logging" or "Seller") in accordance with Section 18 (1) of Act No. 250/2007 Coll. on Consumer Protection and on the Amendment of Act No. 372/1990 Coll. on Minor Offences, as amended, duly informs the consumer (hereinafter referred to as the "Customer" or "Buyer") about the conditions and manner of exercising the rights arising from liability for defects (hereinafter referred to as the "Complaint"), including information on the where he can file a complaint and about the performance of warranty repairs.

1.2.This Complaint Procedure is issued in accordance with Act No. 40/1964 Coll., the Civil Code, as amended (hereinafter referred to as the "Civil Code"), Act No. 250/2007 Coll. on Consumer Protection and on the Amendment of the Act of the Slovak National Council No. 372/1990 Coll. on Minor Offences, as amended (hereinafter referred to as the "Consumer Protection Act"), as well as other generally binding legal regulations of the Slovak Republic.

1.3. In accordance with Section 18 (1) of the Consumer Protection Act, this Complaint Procedure is located in the Global-Logging brick-and-mortar store and is also published on the website of www.eshop.global-logging.eu

 

2. Liability for defects in goods sold

2.1. Global-Logging is liable for defects that the goods sold have upon receipt by the buyer (Section 619 (1) of the Civil Code) and for defects that occur after receipt of the goods within the warranty period (Section 619 (2) of the Civil Code). The warranty period is 24 months (Section 620 of the Civil Code).

2.2. For items sold at a lower price due to a defect, the warranty period is 24 months, but Global-Logging is not responsible for a defect for which a lower price was negotiated (Section 619 of the Civil Code).

2.3. For used items (e.g. a demonstration model), the warranty period is 12 months (Section 620(2) of the Civil Code).

2.4. By making a statement in the warranty card issued to the buyer or in advertising, Global-Logging may provide a warranty exceeding the scope of the warranty provided for by law, specifying the terms and scope of this warranty in the warranty card (Section 620 (5) of the Civil Code).

2.5. Warranty periods begin to run from the date of receipt of the goods by the buyer (Section 621 of the Civil Code).

2.6. The period from the exercise of the right of liability for defects to the time when the buyer was obliged to take over the item after the end of the repair is not included in the warranty period. If the goods are replaced, the warranty period starts again from the receipt of the new goods (Section 627 of the Civil Code).

2.7. The rights arising from liability for defects in goods for which the warranty period applies expire if they were not exercised within the warranty period (Section 626 (1) of the Civil Code).

2.8. If Global-Logging offers the customer additional goods as a gift free of charge in addition to the goods sold, it is up to the customer to accept the offered gift. However, the donation is not a sold item, so Global-Logging is not responsible for any defects thereof. However, if Global-Logging is aware of any defects in the donation, it is obliged to notify the customer of them when offering a donation (Section 629 of the Civil Code). If the gift has defects that Global-Logging did not notify the customer of, the customer is entitled to return it (Section 629 of the Civil Code). If the customer has the right to withdraw from the contract (refund), the customer is obliged to return to Global-Logging everything he received under the contract, i.e. also the goods received as a gift (Section 457 of the Civil Code in conjunction with Section 48 (2) of the Civil Code).

2.9. The Seller expressly declares that it is not liable for the repair or replacement of goods without the risk of loss of programs and data.

 

3. Exercising rights arising from liability for defects (complaints)

3.1. The buyer exercises the right to repair at any of the seller's establishments, i.e. in a brick-and-mortar Global-Logging store (Section 18 (2) of the Consumer Protection Act). If the warranty card mentions another entrepreneur designated for repair (hereinafter referred to as the "warranty service") who is at the seller's place or at a place closer to the buyer, the buyer will exercise the right to repair in this warranty service (Section 625 of the Civil Code). The addresses and telephone contacts of the warranty services can be found by the buyer in the warranty card.

3.2. Other rights arising from liability for defects, i.e. the right to exchange goods, the right to withdraw from the purchase contract (refund) and the right to a reasonable discount are exercised by the buyer at any of the seller's establishments, i.e. in the Global-Logging brick-and-mortar store.

3.3. The seller or a customer service employee or warranty service authorized by the seller is obliged to determine the method of handling the complaint and to settle the complaint within a period that may not exceed 30 days from the filing of the complaint (Section 18 (4) of the Consumer Protection Act). In the case of a complaint filed within 12 months of the purchase of the product, the seller may resolve the complaint by rejection only on the basis of an expert assessment. If the Seller rejects a complaint made after 12 months from the purchase of the product, the Seller is obliged to inform the Buyer to whom the product can be sent for expert assessment. For the purpose of handling complaints, an expert assessment means, among other things, the opinion of an authorized person or a person authorized by the manufacturer to perform warranty repairs (Section 2 (n) of the Consumer Protection Act).

3.4. The seller is obliged to issue a confirmation to the customer when filing a complaint (Section 18 (5) of the Consumer Protection Act). This confirmation is a copy of the complaint protocol.

3.5. The seller is obliged to issue a written document on the settlement of the complaint no later than 30 days from the date of filing the complaint (Section 18 (6) of the Consumer Protection Act). This written document is a copy of the complaint protocol with a completed field of complaint settlement, a letter containing a written notification of the settlement of the complaint or an SMS message containing information about the settlement of the complaint with a written confirmation of its sending.

 

4. General Terms and Conditions of Complaint

When submitting goods for complaint:
a) it is necessary to submit a proof of purchase, or to prove in another way that does not raise doubts that the goods were purchased from Global-Logging s.r.o.,

b) it is necessary that the goods meet all other conditions for a warranty claim specified in the warranty card (physically undamaged, not damaged by a natural event, intact seals, etc.),

c) In the event that the customer claims a right arising from a warranty exceeding the scope of the warranty provided for by law, the original warranty card must be presented.

 

5. Method of handling the complaint

5.1. If it is a defect that can be remedied, the buyer has the right to have it removed free of charge, in a timely and orderly manner. The seller decides on the method of removing the defect and is obliged to remove the defect without undue delay (Section 622 (1) of the Civil Code).

5.2. Instead of removing the defect, the buyer may demand the replacement of the goods, or if the defect concerns only a part of the goods, the replacement of this part, provided that the seller does not incur disproportionate costs with regard to the price of the goods or the seriousness of the defect (Section 622 (2) of the Civil Code).

5.3. Instead of removing the defect, the seller may always replace the defective goods with defective ones, if this does not cause serious difficulties for the buyer (Section 622(3) of the Civil Code).

5.4. If there is a defect that cannot be remedied and which prevents the goods from being properly used as defect-free goods, the buyer has the right to exchange the goods or the right to withdraw from the sales contract (refund) (Section 623(1) of the Civil Code).

5.5. The buyer has the right to exchange the goods or the right to withdraw from the contract (refund) even if it is a remediable defect, but if the buyer cannot properly use the goods after repair due to the recurrence of the defect (Section 623 (1) of the Civil Code). A condition is considered to be a recurrence of a defect after a repair if the same defect occurs for the third time after at least two previous repairs.

5.6. The buyer has the right to exchange the goods or the right to withdraw from the contract (refund) even if the defects are remediable, but if the buyer cannot use the item properly due to a larger number of defects. A larger number of defects is considered to be at least three different remediable defects at the same time, each of which prevents proper use.

5.7. If the seller does not settle the complaint within 30 days, the buyer has the same rights as if it were an irreparable defect (Section 18 (4) of the Consumer Protection Act), i.e. the right to exchange the goods or a refund (withdrawal from the contract).

5.8. If it is an irreparable defect that does not prevent the proper use of the goods, the buyer is entitled to a reasonable discount on the price of the product.

5.9. If the buyer has the right to exchange the goods or the right to withdraw from the contract (refund), it is up to the buyer which of these rights he exercises. However, once he chooses one of these rights, he can no longer unilaterally change this choice himself.

 

In Žilina, on 1.9.2020