COMPLAINT POLICY
of the online store www.vionys.store
I. Identification of the Merchant
1.1. These Complaint Procedures (hereinafter also “CP”) govern the legal relationships between the company
Business Name: Viola Galbová - VIONYS
Place of Business: 96241 Čekovce 214, Slovak Republic
Registered with the Zvolen District Office, Trade License No. 670-35010
Company ID: 56410662
Tax ID: 1129959457
The Seller is not a VAT payer
(hereinafter also referred to as the “Seller” or “Merchant”) and any person who is a Buyer of products offered by the Seller on the Seller’s website, and who acts as a consumer within the meaning of the further provisions of the General Terms and Conditions published on the Seller’s website and the relevant laws defining a consumer, under the applicable legislation of the Slovak Republic, in particular the following laws: Act No. 108/2024 Coll., the Act on Consumer Protection and on Amendments to Certain Acts, as amended; Act No. 40/1964 Coll. Civil Code, as amended, with the exception specified in Section 10.1 of these Complaint Rules, which governs the legal relationship between the Merchant and the Buyer who does not act in the capacity of a consumer.
1.2. The Seller’s email and phone contact information is:
Email: vionys.business@gmail.com
Phone: +421901710204
1.3. The address for submitting complaints, contract cancellations, requests for redress, or other inquiries is:
Viola Galbová – VIONYS, 96241 Čekovce 214, Slovakia
II. Basic Provisions
2.1. These Complaint Procedures govern the legal relationships between Buyers who are consumers and the Merchant.
III. Exercising the Right to Claim Liability for Defects
3.1. The Buyer may exercise rights arising from liability for defects only if the Buyer notifies the Seller of the defect without undue delay, no later than 24 months after taking delivery of the item. If the Buyer fails to notify the Seller of the defect within this period, the rights arising from liability for defects shall expire.
IV. Liability for Defects
4.1. The Seller is liable for any defect that the sold item has at the time of delivery and that becomes apparent within two years of delivery.
4.2. If the subject of the purchase is an item with digital elements, for which digital content is to be delivered or a digital service is to be provided continuously during the agreed period, the seller is liable for any defect in the digital content or digital service that occurs or becomes apparent throughout the entire agreed period, but for at least two years from the delivery of the item with digital elements.
4.3. In the case of a used item, the parties may agree on a shorter period of the seller’s liability for defects than that specified in paragraphs 4.1 and 4.2, but not shorter than one year from the delivery of the item.
4.4. A defect arising from use and normal wear and tear that can reasonably be expected given the extent of the item’s prior use shall not be considered a defect in a used item sold.
V. Rights Arising from Liability for Defects
5.1. If the seller is liable for a defect in the item sold, the buyer has the right to have the defect remedied by repair or replacement, the right to a reasonable discount on the purchase price, or the right to withdraw from the purchase agreement
5.2. The buyer may refuse to pay the purchase price or a portion thereof until the seller fulfills the obligations arising from its liability for defects, unless the buyer is in default of payment of the purchase price or a portion thereof at the time the defect is reported. The buyer shall pay the purchase price without undue delay after the seller has fulfilled its obligations.
5.3. The buyer may exercise rights arising from liability for defects, including the right under Section 5.2, only if the buyer notifies the seller of the defect within two months of discovering it, and no later than the expiration of the period specified in Sections 4.1 through 4.3 of these Complaint Procedures.
5.4. The exercise of rights arising from liability for defects does not preclude the buyer’s right to compensation for damages incurred as a result of the defect.
VI. Reporting a Defect
6.1. A defect may be reported at any of the seller’s business locations, to another party of whom the Seller informed the Buyer prior to the conclusion of the contract or prior to the submission of the order, or by means of remote communication at the address of the Seller’s registered office or place of business or at another address of which the Seller informed the Buyer upon or after the conclusion of the contract.
6.2. If the buyer reported a defect via postal mail that the seller refused to accept, the shipment is considered delivered on the date of refusal.
6.3. The seller shall provide the buyer with written confirmation of the defect report immediately after the buyer reports the defect. In the confirmation of the defect report, the seller shall specify the deadline by which the defect will be remedied in accordance with Section 507(1) of Act No. 40/1964 Coll., the Civil Code, as amended. The time limit specified in the preceding sentence may not exceed 30 days from the date the defect was reported, unless a longer time limit is justified by an objective reason beyond the seller’s control. The burden of proof regarding the existence of such an objective reason rests with the seller.
6.4. If the seller denies liability for defects, the seller shall notify the buyer in writing of the reasons for the denial. If the buyer proves the seller’s liability for the defect by means of an expert opinion or a professional assessment issued by an accredited person, the buyer may report the defect repeatedly, and the seller may not deny liability for the defect; Section 621(3) of Act No. 40/1964 Coll. Civil Code, as amended, does not apply. The costs incurred by the consumer in connection with the expert opinion and professional assessment are governed by Section 509(2) of Act No. 40/1964 Coll., the Civil Code, as amended.
6.5. If, prior to the conclusion of the contract or—if the contract is concluded based on the buyer’s order—prior to the submission of the order, the seller informed the buyer that defects may also be claimed against another person, the acts or omissions of that person shall be deemed to be acts or omissions of the seller for the purposes of liability for defects.
VII. Rectification of Defects
7.1. The buyer has the right to choose whether to have the defect remedied by replacement of the item or by repair of the item. The buyer may not choose a method of remedying the defect that is not feasible or that, compared to the other method of remedying the defect, would impose unreasonable costs on the seller, taking into account all circumstances, particularly the value the item would have if it were free of defects, the severity of the defect, and whether the other method of remedy would cause the buyer significant inconvenience. After the first remedy of a defect by repairing the item, the warranty period for defects in the item is extended by 12 months. The warranty period for defects in the item is extended only once, regardless of the number of repairs performed on the item.
7.2. The seller may refuse to remedy the defect if neither repair nor replacement is possible or if such actions would entail unreasonable costs, taking into account all circumstances, including those specified in the second sentence of Section 7.1.
7.3. The seller shall repair or replace the item within a reasonable time after the buyer has reported the defect, free of charge, at the seller’s own expense, and without causing significant inconvenience to the buyer, taking into account the nature of the item and the purpose for which the buyer requested it.
7.4. For the purposes of repair or replacement, the buyer shall hand over or make the item available to the seller or to a person pursuant to Section 622(5) of Act No. 40/1964 Coll., the Civil Code, as amended. The costs of taking possession of the item shall be borne by the seller.
7.5. The seller shall deliver the repaired item or a replacement item to the buyer at the seller’s own expense in the same or a similar manner as the buyer delivered the defective item to the seller, unless the parties agree otherwise. If the buyer fails to take delivery of the item within six months from the date on which the buyer was required to take delivery, the seller may sell the item. In the case of an item of significant value, the seller shall notify the buyer in advance of the intended sale and grant the buyer a reasonable additional period to take delivery of the item. Immediately after the sale, the seller shall pay the buyer the proceeds from the sale of the item, after deducting the costs reasonably incurred for its safekeeping and sale, provided that the buyer exercises the right to a share of the proceeds within the reasonable period specified by the seller in the notice of the intended sale of the item. The seller may destroy the item at their own expense if it has not been sold or if the anticipated proceeds from the sale will not be sufficient to cover even the costs the seller reasonably incurred for the storage of the item and the costs the seller would necessarily have to incur for its sale.
7.6. When remedying a defect, the seller shall ensure the removal of the item and the installation of the repaired item or a replacement item if the replacement or repair requires the removal of the defective item, which was installed in accordance with its nature and purpose before the defect became apparent. The seller and the buyer may agree that the buyer will arrange for the removal of the item and the installation of the repaired or replacement item at the seller’s expense and risk.
7.7. When remedying a defect by replacing the item, the seller is not entitled to compensation for damage caused by normal wear and tear of the item or to compensation for the normal use of the item prior to its replacement.
7.8. The seller is liable for defects in the replacement item pursuant to Section 619 of Act No. 40/1964 Coll., the Civil Code, as amended.
7.9. The buyer is entitled to a reasonable discount on the purchase price or may withdraw from the purchase contract even without granting an additional reasonable period pursuant to Section 517(1) of Act No. 40/1964 Coll., the Civil Code, as amended, if
a) the seller has neither repaired nor replaced the item,
b) the seller has neither repaired nor replaced the item in accordance with Section 623 of Act No. 40/1964 Coll., the Civil Code, as amended,
c) the seller has refused to remedy the defect pursuant to § 623 of Act No. 40/1964 Coll., the Civil Code, as amended,
d) the item has the same defect despite having been repaired or replaced,
e) the defect is of such a serious nature that it justifies an immediate reduction in the purchase price or withdrawal from the purchase agreement, or
f) the seller has stated, or it is evident from the circumstances, that the defect will not be remedied within a reasonable time or without causing significant inconvenience to the buyer.
7.10. The reduction in the purchase price must be commensurate with the difference between the value of the item sold and the value the item would have had if it were free of defects.
7.11. The buyer may not withdraw from the sales contract pursuant to Section 7.9 if the buyer contributed to the defect’s occurrence or if the defect is minor. The burden of proof that the buyer contributed to the defect’s occurrence and that the defect is minor rests with the seller.
7.12.If the contract concerns the purchase of multiple items, the buyer may withdraw from it only with respect to the defective item. With respect to the other items, the buyer may withdraw from the contract only if it cannot reasonably be expected that the buyer would be interested in retaining the other items without the defective item.
7.13.After withdrawing from the contract or part thereof, the buyer shall return the item to the seller at the seller’s expense. The seller shall ensure the removal of the item that was installed in accordance with its nature and purpose before the defect became apparent. If the seller fails to remove the item within a reasonable time, the buyer may arrange for its removal and delivery to the seller at the seller’s expense and risk.
7.14. Upon withdrawal from the contract, the seller shall refund the purchase price to the buyer no later than 14 days from the date the item is returned to the seller or upon proof that the buyer has shipped the item to the seller, whichever occurs first.
7.15. The Seller shall refund the purchase price to the Buyer or issue a credit against the purchase price using the same method the Buyer used to pay the purchase price, unless the Buyer expressly agrees to a different method of payment. All costs associated with the refund shall be borne by the Seller.
7.16. The Seller is not entitled to compensation for damage caused by normal wear and tear of the item or to compensation for the normal use of the item prior to withdrawal from the purchase contract.
VIII. Liability for Defects in Digital Content
8.1. The merchant is liable for any defect in the digital content at the time of its delivery that becomes apparent within two years of delivery, provided that the digital content is delivered as a single item or as a set of individual items.
8.2. The merchant shall remedy the defect in the digital content within a reasonable time after the consumer has reported the defect, free of charge and without causing significant inconvenience to the consumer, taking into account the nature of the digital content and the purpose for which the consumer requested it.
8.3. The merchant may refuse to remedy the defect if such remedy is not possible or if it would entail disproportionate costs for the merchant, taking into account all circumstances, in particular the value the digital content would have if it were free of defects and the severity of the defect.
IX. Liability for Defects in Services
9.19.1. The Seller is liable for any defect in the service that exists at the time of delivery and that becomes apparent within two years of the service’s delivery.
9.2. When exercising rights arising from liability for defects in the service, the provisions of Article VI of these Complaint Rules shall apply mutatis mutandis.
X. Supplementary Provisions
10.1. The warranty period for products, in cases where the Buyer is not acting as a consumer, is 6 months, unless a different warranty period has been agreed upon in another manner.
10.2. Beyond the scope of the merchant’s statutory liability for defects in goods, the manufacturer is obligated, at the consumer’s request, to repair the goods in the following cases:
if the legal provision in Annex II to Directive (EU) 2024/1799 of the European Parliament and of the Council (EU) 2024/1799 of June 13, 2024, on common rules to promote the repair of goods and amending Regulation (EU) 2017/2394 and Directives (EU) 2019/771 and (EU) 2020/1828 sets forth requirements for the reparability of goods or parts of goods, including requirements for simplifying disassembly, access to replacement parts, information, and tools related to repair that apply to goods or parts of goods (hereinafter referred to as the “reparability requirement”).
10.3. The manufacturer shall perform or arrange for the performance of a repair in accordance with Section 10.2, free of charge or at a reasonable price, within a reasonable time from the delivery of the goods to the consumer or from the time the goods are made available to the manufacturer, to the extent of the repairability requirement under the legal provision in Annex II to Directive (EU) 2024/1799; this does not apply if the repair is not possible. The manufacturer may not refuse to perform the repair solely on the grounds of the cost of replacement parts and tools necessary for the repair or on the grounds that a previous repair was performed by a repair shop or another person.
10.4. If the manufacturer does not have its registered office or place of business in the Slovak Republic or in another Member State, it is obligated to perform or arrange for the repair of the goods:
- a) an authorized representative with a registered office or place of business in a Member State,
- b) the importer, if the manufacturer does not have an authorized representative with a registered office or place of business in a Member State,
- c) the distributor, if the importer does not have its registered office or place of business in a Member State.
XI. Special Provisions
11.1. These Complaint Procedures form an integral part of the General Terms and Conditions and the Privacy Policy of this Website. Documents—the General Terms and Conditions and the Privacy Policy of this Website—are published on the Seller’s Website domain.
XII. Final Provisions
12.1. These Complaint Procedures are valid and effective as of the date of their publication on the Seller’s Website on September 10.09.2026
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