Introduction

KMIŤ s.r.o., registered address Pri rybníku 1851/11, 091 01 Stropkov, Company ID: 46 235 086, Tax ID: 2023 316 471, registered at the District Court Prešov, section Sro, insert no. 24778/9 (hereinafter "Seller").

This Returns & Complaints Policy is issued to set out the conditions of liability for defects in sold goods and the procedure for the buyer to exercise their rights, in accordance with applicable consumer protection legislation.

1. How and where to submit a complaint

1. 1.1 The buyer submits a complaint by presenting proof of purchase and, where issued, a delivery note. If the manufacturer has issued a warranty card, this must also be presented. Without proof of purchase or a completed warranty card, the goods will not be accepted for complaint proceedings.
   Complaint address: KMIŤ s.r.o., Pri rybníku 1851/11, 091 01 Stropkov, Slovakia
   E-mail: sales@b2b-laces.com
2. 1.2 The seller is required to determine the method of resolving the complaint immediately, in complex cases within 3 business days, and in justified cases within 30 days of the complaint being submitted.
3. 1.3 Upon receipt of a complaint the seller will issue the buyer with a written confirmation specifying the subject of the complaint, the proposed resolution and the estimated duration of any repair or other remedy.
4. 1.4 The seller is liable for defects present in the sold goods at the time of handover to the buyer. For goods sold at a reduced price, the seller is not liable for the defect for which the lower price was agreed.

A complaint is considered resolved when the proceedings conclude, in particular by:

• delivery of the repaired product,
• replacement of the product,
• refund of the purchase price,
• payment of a reasonable discount on the price,
• written notice to collect the remedy, or a reasoned rejection of the complaint.

2. Basic conditions for submitting a complaint

1. 2.1 If a defect appears in purchased goods during the warranty period, the buyer has the right to make a complaint. The seller is required to accept any complaint from a consumer that meets the statutory conditions.
2. 2.2 Defects must be reported by the buyer without undue delay — immediately upon discovery. The buyer must cease using the goods in question.
3. 2.3 The buyer is required to follow the conditions of use for the product. The seller is not liable for changes to the properties of goods caused by wear and tear, improper use, neglected maintenance, mechanical damage or unauthorised modification.
4. 2.4 In the case of a remediable defect, the buyer has the right to have it remedied free of charge, in a timely manner and properly.
5. 2.5 If the goods have not been used, the buyer may request replacement of the goods (or component) instead of repair, provided this does not cause the seller disproportionate costs.
6. 2.6 In the case of an irremediable defect preventing proper use, the buyer has the right to replacement of the goods or to withdraw from the contract. For other irremediable defects, the buyer has the right to a reasonable discount on the price.
7. 2.7 For goods sold at a reduced price, the buyer is entitled to a reasonable discount instead of replacement.
8. 2.8 Goods submitted for complaint must be clean. The seller is entitled to refuse to accept goods that are dirty, wet, malodorous or contrary to hygiene standards.

3. Time limits for submitting a complaint

1. 3.1 The warranty period is 24 months and begins from the date the buyer takes delivery of the goods. The manufacturer may set a longer period on the warranty card. For second-hand goods, the parties may agree on a shorter warranty period, but not less than 12 months.
2. 3.2 If the consumer submits a complaint within the first 12 months of purchase, the seller may only reject it on the basis of an expert assessment. The cost of the expert assessment is borne by the seller, who must provide the consumer with a copy within 14 days.
3. 3.3 If the consumer submits a complaint after 12 months and the seller rejects it, the seller must indicate in the rejection notice to whom the goods may be sent for expert assessment. The cost of the assessment is borne by the seller. The warranty period does not run during the assessment.
4. 3.4 The period from submission of the complaint to collection of the repaired goods is not counted towards the warranty period.
5. 3.5 Defects must be reported without undue delay. Rights may only be enforced in court if defects were reported within 24 months.
6. 3.6 In the event of a repair, the warranty period is extended by the period from submission of the complaint to collection of the goods.
7. 3.7 In the event of replacement of defective goods with new goods, a new warranty period begins from the date the new goods are collected.

4. Other provisions

1. 4.1 If the buyer damages or destroys the goods before transfer of ownership through their own fault, they are liable for the damage under applicable law.
2. 4.2 Expert assessment in the event of rejection of a complaint after 12 months from purchase:
   Register of experts: jaspi.justice.gov.sk – expert assessment
3. 4.3 Matters not covered by this policy are governed by applicable Slovak law.

The right to warranty is void in particular in the following cases:

• loss of delivery note or proof of purchase,
• expiry of the warranty period before the goods are submitted for repair,
• broken, removed or covered protective seals or stickers,
• removed or illegible serial number,
• goods are excessively soiled,
• damage caused by natural elements,
• unsuitable working conditions (dust, moisture, chemical exposure, overloading, improper storage),
• use contrary to technical documentation,
• improper handling or installation,
• damage during transport caused by the buyer.

ADR – Alternative dispute resolution

The buyer – as a consumer – has the right to contact the seller with a request for remedy (by email to kmit@kmit.eu), if they are not satisfied with the way their complaint was handled or believe that the seller has violated their rights.

If the seller responds negatively or does not respond within 30 days, the consumer has the right to submit a proposal to initiate alternative dispute resolution (ADR) under applicable legislation.

Alternative dispute resolution is available only to consumers — natural persons not acting in the course of business. It applies only to distance contracts and disputes where the value exceeds €20.00. The ADR body may charge a fee of up to €5.00 including VAT.

Closing provisions