Complaints procedure


Complaints procedure

governing the complaint procedure between the operator/seller and the principal/buyer (hereinafter referred to as "CP")

Introductory provisions.

1. The operator (seller) in the AZALEA online shop is AZALEA s.r.o., contact person: Ivan Krovina, Račice 37, Nitrica 972 22.

2. The principal (buyer) in the online store is any natural or legal person who sends an electronic form to order goods (product/s or service/s).

3. This Complaints Procedure regulates the legal relationships between the operator and the principal, in dealing with complaints concerning the accuracy and quality of the goods and services offered by the operator.

4. A claim for the purposes of this Complaints Procedure Rules shall mean the right of liability for the defects of goods or services provided to customers, exercised by the principal, which requires corrective action or a compensation for defective performance or failure to perform the subject matter of this contract.

Procedure for handling complaints.

1. Within the meaning of this CP, the authorized person may exercise the claim in person, in writing or by e-mail.

2. From the claim the following must be clear, in particular:
• who filed the complaint (name, surname, permanent address)

• subject of the complaint, or what the principal demands

• whom the complaint is addressed to

• the date of the complaint's filing

• principal's signature or the signature of the Authorized Person with full power.

3. In the case of filing the complaint via e-mail, fax or in writing by the Authorized Person on behalf of the principal, the claim must be accompanied by a power of attorney to represent the principal in the matter of the complaint.

4. If the complaint does not contain the appurtenances stated in Paragraph 2 of this article, it will be considered ineligible.

5. The period for settlement of the claim is a maximum of 30 days from the date of exercising the claim. The principal will issue a written document about the complaint to the client.

6. The date of exercising the complaint is the day of the complaint's exercising by the principal. The date of the complaint's exercising shall be considered:

• in the case of postal shipments – the day of the complaint's delivery to the registry office of the principal)

• in the case of personal delivery – the date on the copy of the complaint through which the principal confirms the delivery

• in the case of e-mail delivery – the day of receipt of the electronic mail to the principal's e-mail address.

7. Other legal relationships between the operator and the principal not expressly governed by this Complaint Procedure will be governed by the relevant provisions of the contract concluded between the operator and the principal, the relevant provisions of generally binding legal regulations in force in the Slovak Republic, in this order.

8. The principal is entitled to modify or supplement this Complaints Procedure at any time because of changes in legislation and the business environment. The principal will determine the current wording of the Complaints Procedure by its publishing on their website.

The CP comes into force from 1 August 2014 and fully replaces the previous CP. The operator reserves the right to change the CP even without prior notice.

laying down the terms and conditions between the operator/seller and the principal/buyer (the "GTC")