COMPLAINTS POLICY

COMPLAINTS POLICY

Online Store www.savon.sk

I. Merchant Identification

1.1. This Complaints Policy (hereinafter referred to as the “CP”) governs the legal relationships between:

Business Name: SAVON care s.r.o.

Registered Office: 90201 Pezinok, Šancová 5815/6, Slovakia

Registered in the Commercial Register of the Municipal Court Bratislava III, Section: Sro, File No. 197241/B, Trade Register No. 130-31659.

Company ID No. (IČO): 53503915

Tax ID No. (DIČ): 2122782992

VAT ID No. (IČ DPH): SK2122782992

Bank Account: SK92 8330 0000 0029 0351 8643

The Seller is a VAT payer.

(hereinafter also referred to as the “Seller” or the “Merchant”) and every person who purchases products offered by the Seller on the Seller’s Website and who acts as a consumer within the meaning of the General Terms and Conditions published on the Seller’s Website and the relevant consumer protection legislation of the Slovak Republic, in particular Act No. 108/2024 Coll. on Consumer Protection and on Amendments to Certain Acts, as amended, and Act No. 40/1964 Coll., the Civil Code, as amended, except as provided in Section 4.4 of this Complaints Policy, which governs the legal relationship between the Merchant and a Buyer who is not acting as a consumer.

1.2. Contact details of the Seller:

Email: info@savon.sk

Phone: +421903113671

1.3. Address for complaints, withdrawals from contracts, requests for remedy, or other submissions:

SAVON care s.r.o.
Tehelná 13
90201 Pezinok
Slovakia

II. Basic Provisions

2.1. This Complaints Policy governs legal relationships between Buyers who are consumers and the Merchant.

III. Exercising Rights Arising from Defects

3.1. The Buyer may exercise rights arising from defects only if the defect is reported to the Seller without undue delay, no later than 24 months after taking delivery of the goods. Failure to report the defect within this period results in the expiration of rights arising from liability for defects.

IV. Liability for Defects

4.1. The Seller shall be liable for any defect that the sold item has at the time of delivery and that becomes apparent within two years from delivery.

4.2. If the subject of purchase is an item with digital elements for which digital content or a digital service is to be supplied continuously over an agreed period, the Seller shall be liable for any defect in the digital content or digital service that occurs or becomes apparent throughout the agreed period, but for at least two years from delivery of the item with digital elements.

4.3. In the case of used goods, the parties may agree on a shorter period of liability for defects than provided in Sections 4.1 and 4.2, but not shorter than one year from delivery.

4.4. If the Buyer is not acting as a consumer, the warranty period for products shall be 12 months unless a different warranty period has been agreed.

V. Rights Arising from Liability for Defects

5.1. If the Seller is liable for a defect in the sold item, the Buyer has the right to have the defect remedied by repair or replacement, to receive a reasonable discount from the purchase price, or to withdraw from the purchase contract.

5.2. The Buyer may withhold payment of the purchase price or part thereof until the Seller fulfils obligations arising from liability for defects, unless the Buyer is already in default with payment of the purchase price at the time the defect is reported.

5.3. The Buyer may exercise rights arising from liability for defects only if the defect is reported within two months from its discovery and no later than within the periods specified in Sections 4.1 to 4.3 of this Complaints Policy.

5.4. Exercising rights arising from liability for defects shall not affect the Buyer’s right to compensation for damage caused by the defect.

VI. Reporting a Defect

6.1. A defect may be reported at any establishment of the Seller, with another person designated by the Seller before conclusion of the contract or dispatch of the order, or by means of distance communication to the Seller’s registered office, place of business, or another address notified to the Buyer.

6.2. If the Buyer reports a defect by postal shipment and the Seller refuses to accept it, the shipment shall be deemed delivered on the date of refusal.

6.3. The Seller shall provide the Buyer with written confirmation of the reported defect immediately after the defect is reported. The confirmation shall specify the period within which the defect will be remedied. This period shall not exceed 30 days from the date the defect was reported unless a longer period is objectively justified.

6.4. If the Seller rejects liability for defects, the reasons for rejection shall be provided to the Buyer in writing. If the Buyer proves the Seller’s liability through an expert opinion issued by an accredited, authorised, or notified person, the Buyer may report the defect again and the Seller may not reject liability.

VII. Remedy of Defects

7.1. The Buyer has the right to choose whether the defect will be remedied by repair or replacement of the item. The Buyer may not choose a method that is impossible or would impose disproportionate costs on the Seller.

7.2. The Seller may refuse to remedy the defect if repair or replacement is impossible or would require disproportionate costs.

7.3. The Seller shall repair or replace the item within a reasonable period after the defect has been reported, free of charge and without causing significant inconvenience to the Buyer.

7.4. For the purpose of repair or replacement, the Buyer shall deliver or make the item available to the Seller. The costs of taking over the item shall be borne by the Seller.

7.5. The Seller shall return the repaired item or replacement item at its own expense using the same or a similar delivery method.

7.6. Where repair or replacement requires removal of an installed defective item, the Seller shall arrange both removal and installation of the repaired or replacement item.

7.7. In the case of replacement, the Seller is not entitled to compensation for normal wear and tear or ordinary use of the replaced item.

7.8. The Seller shall be liable for defects in the replacement item in accordance with applicable legislation.

7.9. The Buyer is entitled to an appropriate reduction in the purchase price or may withdraw from the contract if:
a) the Seller has not repaired or replaced the item,
b) the Seller has failed to repair or replace the item in accordance with the law,
c) the Seller has refused to remedy the defect,
d) the defect reappears after repair or replacement,
e) the defect is of such seriousness that it justifies an immediate reduction in price or withdrawal from the contract,
f) it is evident that the Seller will not remedy the defect within a reasonable time.

7.10. The reduction in the purchase price must correspond to the difference between the value of the defective item and the value it would have had if free from defects.

7.11. The Buyer may not withdraw from the contract if the Buyer contributed to the defect or if the defect is negligible.

7.12. If the contract concerns multiple items, withdrawal may apply only to the defective item unless it is unreasonable to expect the Buyer to retain the remaining items.

7.13. Upon withdrawal, the Buyer shall return the item at the Seller’s expense.

7.14. The Seller shall refund the purchase price within 14 days from the return of the item or proof of dispatch of the item.

7.15. Refunds shall be made using the same payment method used by the Buyer unless otherwise agreed.

7.16. The Seller is not entitled to compensation for normal wear and tear or ordinary use of the item before withdrawal.

VIII. Liability for Defects in Digital Performance

8.1. The Merchant shall be liable for any defect in digital content existing at the time of delivery and becoming apparent within two years from delivery.

8.2. The Merchant shall remedy defects in digital content within a reasonable period after notification, free of charge and without causing significant inconvenience.

8.3. The Merchant may refuse to remedy a defect if doing so is impossible or would involve disproportionate costs.

IX. Liability for Defects in Services

9.1. The Seller shall be liable for any defect in a service existing at the time of delivery and becoming apparent within two years after delivery.

9.2. The provisions of Article VI of this Complaints Policy shall apply mutatis mutandis to claims relating to defects in services.

X. Final Provisions

10.1. This Complaints Policy forms an integral part of the General Terms and Conditions and the Privacy Policy of this Website.

10.2. This Complaints Policy becomes valid and effective on the date of its publication on the Seller’s Website, 04 February 2026.

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