Article I: Right to file a complaint

• If a defect occurs in the purchased goods, the consumer has the right to file a complaint due to a contradiction with the consumer purchase agreement. For a proper assessment of the complaint, the claimed goods must be clean, complete, and in accordance with general hygiene regulations.
• When using the goods, the consumer is obliged to follow the general rules as well as the conditions set for use in the warranty card or the user manual, to use and treat the goods in accordance with their natural lifespan, and must not break the seals if the goods are sealed.

Article II: Place and method of filing a complaint

• The place for filing a complaint is: HomeSystem s.r.o., Školská 85, 972 01 Bojnice, Slovakia (tel: +421 948 213 492).
• To file a complaint, please use our online form, which will guide you through all the necessary steps. The form is located at the top of this page.
• To exercise the rights arising from liability for defects (complaint), a proof of purchase (receipt or invoice) is always sufficient, even if the warranty card has been lost. In such a case, a 24-month warranty is provided.

Notice: If you are sending a complaint via post or courier, please send us the tracking number to reklamacie@homesystem.sk so we can request the package.

Article III: Seller's responsibility

• The seller is responsible for ensuring that the goods comply with the consumer purchase agreement (they have the required quality, properties, comply with regulations, and serve their intended purpose).
• If the goods have defects upon receipt, they are in contradiction with the contract.
• Upon receiving a complaint, the customer must be issued a document stating the date of the claim, a description of the claimed goods, and the place/price of purchase.
• The employee is obliged to examine the complaint and decide on it immediately, or in complex cases within 3 working days (this time does not include expert assessment). However, the settlement must not take longer than 30 days.

The seller is not responsible for a contradiction with the consumer purchase agreement if:

• the consumer caused the defect in the goods themselves,
• the consumer caused the system to malfunction due to incorrect actions,
• the consumer knew about the defect before taking over the goods,
• the complaint contradicts the nature of the goods (e.g., expiration of shelf life),
• it is proven that there is no contradiction with the contract,
• it concerns goods for which a discount was granted due to the specific defect,
• the defects occurred due to wear and tear, incorrect/excessive use, or after the end of the product's lifespan,
• the protective seal was broken or an unauthorized person tampered with the goods.

Article IV: Deadlines for filing complaints

• The seller is responsible for defects in non-food goods for a period of 24 months from receipt. For used goods, a shorter warranty can be agreed upon, but at least 12 months.
• A warranty card is issued at the consumer's request or if the warranty exceeds 24 months. Otherwise, the proof of purchase is sufficient.
• If the complaint is resolved by repair, the warranty period is extended by the time from the filing of the complaint until the end of the repair.
• If the goods are replaced with new ones, the original warranty period continues to apply (a new full warranty does not start).
• If a complaint is not filed within the warranty period, the right arising from liability for defects expires.

Uncollected goods: If the consumer does not collect the item within 30 days of the complaint resolution, the seller will send a second notice (by registered mail with delivery receipt) with an additional deadline (e.g., 1 month). If the customer still does not collect the item, it may be sold after approximately half a year. The seller does not charge storage fees.

Article V: Consumer rights

• Remediable defects: The right to free, proper, and timely removal of the defect. Instead of removal, the buyer may request the replacement of the item (or its part) if this does not incur disproportionate costs. The seller can always replace the defective item with a flawless one.
• Irremediable defects (preventing proper use): The right to exchange the item or the right to withdraw from the contract (refund). The choice is up to the consumer. The same rights apply if the defect reoccurs after repair (at least 2 previous repairs), if the goods have at least 3 different remediable defects simultaneously, or if the repair was not carried out within 30 days.
• Irremediable defects (not preventing proper use): The right to a reasonable discount on the price.

Article VI: Complaints regarding used and defective goods

• The seller must clearly indicate that the goods are defective or used and specify the exact defect. The goods must be sold at a lower price and separated from flawless goods.
• For used and defective items, the seller is not responsible for defects caused by their previous use, wear and tear, or for defects for which a lower price was negotiated.

If you have any questions, please contact our complaints department via e-mail at: reklamacie@homesystem.sk