Complaints Procedure (Warranty Policy)

COMPLAINTS PROCEDURE

HAVE FUN s.r.o., with registered office at Družstevná 1/806, 900 23 Viničné, Company ID: 44 372 159, registered in the Commercial Register of the District Court Bratislava I, Section: Sro, Insert No. 54275/B (hereinafter referred to as the “Supplier”), issues this Complaints Procedure in accordance with Act No. 250/2007 Coll. on Consumer Protection and on Amendments to the Act of the Slovak National Council No. 372/1990 Coll. on Offences, as amended, and in accordance with Act No. 40/1964 Coll. Civil Code, as amended, and Act No. 513/1991 Coll. Commercial Code, as amended.

I. Complaint

1. A complaint is a submission by the Customer (Buyer) addressed to the Supplier, by which the Customer claims responsibility for defects in delivered goods or provided services, where such condition exists at the time of filing the complaint, and the Customer requests remedy from the Supplier. The purpose of the complaint is primarily to ensure that identified defects are removed.
2. The Customer has the right to file a complaint, in particular regarding:

• quality of delivered goods and products
• quality of provided services
• invoicing of services and goods

(hereinafter referred to as the “subject of complaint”)

3. Filing a complaint regarding an invoice does not relieve the Customer of the obligation to pay the invoice by its due date.
4. If a submission marked as a complaint does not contain any identification details of the Customer or any description of the subject of the complaint, such submission is not considered a complaint under consumer protection law.
5. A written request for correction of formal invoice details (e.g. incorrect postal address) is not considered a complaint.
6. If the Customer, during the complaint handling process, informs the Supplier of new facts not related to the original subject of the complaint, such new claims shall be considered a separate complaint.

II. Conditions and method of filing a complaint

1. The Customer may file a complaint:

• in writing to the Supplier’s delivery address
• in person at the Supplier’s contact point: Družstevná 1/806, 900 23 Viničné

2. The complaint must clearly include in particular:

• identification of the Customer submitting the complaint (name, surname or company name, or authorised representative, customer number)
• description of the complaint (exact description of the issue, reason for complaint, supporting documents and relevant information)
• identification details of the subject of the complaint
• date of submission and signature

3. The submission must legibly include:

• Customer identification data:
  a) name and surname / company name
  b) address / registered office including postal code
  c) Company ID (if applicable)
  d) customer or contract number (if applicable)
  e) contact address
• detailed description and justification of the complaint
• supporting documentation
• identification details of the claimed item/service
• invoice details including variable symbol (if applicable)

4. If the complaint is incomplete but the Customer can be identified, the Supplier will request completion within a minimum of 10 days. Failure to complete will result in the complaint being considered unjustified.
5. The warranty covers defects caused by manufacturing faults or poor-quality service. It does not cover defects caused by:

• normal wear and tear
• improper use or maintenance
• mechanical or accidental damage
• unauthorised intervention
• natural events
• use in unsuitable conditions

6. The warranty also does not apply to:

• goods with missing or damaged serial numbers
• products with damaged warranty seals or labels
• consumable parts
• damage caused by non-recommended components or unauthorised repairs

7. The Customer may be represented by a third party based on written authorisation.
8. The complaint must be filed without undue delay after discovering the defect.
9. The Supplier is obliged to accept the complaint and issue a confirmation of receipt.
10. The complaint shall be processed within 30 days from submission. This period may be extended in justified cases involving third-party cooperation or international shipment. The Customer will be informed in writing.
11. The Supplier keeps records of all complaints.
12. The Supplier will issue a written confirmation of complaint resolution within 30 days (or up to 50 days in international cases or when third-party cooperation is required).

III. Collection of the claimed item

1. The Customer is obliged to collect the repaired/replaced item within 5 days of being notified.
2. If not collected within 30 days, the Supplier may charge storage fees of €5 per day.
3. If the item is not collected within 6 months, the Supplier has the right to sell the item after prior notification. The proceeds will be returned to the Customer after deduction of costs.

IV. Alternative dispute resolution

If the Consumer believes their rights have been violated or is not satisfied with the complaint resolution, they may contact us at: luk@luk.sk

If the complaint is rejected or not answered within 30 days, the Consumer has the right to alternative (out-of-court) dispute resolution under Act No. 391/2015 Coll.

Consumers may submit a proposal using the official form available from the relevant authorities.

List of ADR entities (as of 10.4.2016):
http://www.mhsr.sk/zoznam-subjektov-alternativneho-riesenia-spotrebitelskych-sporov/146987s

Electronic submission to the Slovak Trade Inspection: ars@soi.sk

Consumers may also use the EU ODR platform:
https://webgate.ec.europa.eu/odr/

Each party bears its own costs.

V. Final provisions

1. Matters not regulated herein are governed by applicable law.
2. This Complaints Procedure is effective from 01.01.2014.
3. Previous versions are hereby repealed.
4. The Supplier reserves the right to amend this Complaints Procedure.

Slovak Trade Inspection (SOI) – Bratislava Region
Prievozská 32, P.O. BOX 5, 820 07 Bratislava 27
Inspection Department
Tel: +421 2 58272 172, +421 2 58272 104
Fax: +421 2 58272 170

These terms are valid from: 1.8.2025