Complaints Policy

The company DANBIK SK s.r.o., with its registered office/place of business at Kadnárova 51, Bratislava, Company ID: 52 299 392, registered in the Commercial Register of the District Court Bratislava I, File No. 137137/B (hereinafter referred to as the “Seller”), hereby issues this Complaints Policy in accordance with §18 of Act No. 250/2007 Coll. on Consumer Protection and on Amendments to Act of the Slovak National Council No. 372/1990 Coll. on Offences, as amended (hereinafter referred to as the “Consumer Protection Act”).

The purpose of this Complaints Policy is to inform the consumer about the scope, conditions and method of asserting liability for defects of products and services (hereinafter referred to as a “complaint”), including information on where complaints may be submitted and on the performance of warranty repairs.

The term “Seller” used in this Complaints Policy refers to DANBIK SK s.r.o. The Seller is a supplier within the meaning of §2 letter e) of the Consumer Protection Act.

The term “Buyer” refers to a consumer, meaning a natural person or legal entity who purchases products or orders services on the basis of a purchase contract or a contract for work, regardless of its form, for personal use or for household use, and who has purchased or ordered from the Seller or through the Seller’s e-shop a specific product within the meaning of §2 letter f) of the Consumer Protection Act (hereinafter referred to as the “Product”) or a service within the meaning of §2 letter i) of the Consumer Protection Act (hereinafter referred to as the “Service”).
For the purposes of this Complaints Policy, the term “Goods” means a Product and/or Service.

In accordance with §18(1) of the Consumer Protection Act, the Seller is obliged to properly inform the Buyer about the conditions and method of complaint handling, including information on where a complaint may be submitted and on warranty repairs. The Complaints Policy must be available to the consumer in a visible place. For this purpose, this Complaints Policy is:

published on the Seller’s website: www.manetti.sk
visibly displayed at the Seller’s registered office where goods are sold or services provided
visibly displayed at the Seller’s premises where goods are sold or services provided
available in printed form at the sales counter or checkout at the Seller’s registered office or premises

By concluding a purchase contract or a contract for work with the Seller, the Buyer agrees to the conditions set out in this Complaints Policy. A reference to this Complaints Policy is included on the document confirming payment of the purchase price or service price, or on the document confirming the warranty period (warranty certificate).

This Complaints Policy regulates the rights of the Buyer as a consumer (§2 letter a) of the Consumer Protection Act) without affecting rights guaranteed by mandatory legal provisions, particularly the Consumer Protection Act and the Civil Code. After expiry of the statutory warranty period, the conditions set out in this Complaints Policy shall prevail over legal provisions.

This Complaints Policy applies to the sale of goods and provision of services by the Seller to Buyers who qualify as consumers under applicable legal regulations.

This Complaints Policy replaces the Seller’s declaration under §620(5) of the Civil Code defining warranty conditions if the warranty period stated in the warranty certificate is longer than the statutory warranty period.

Warranty conditions specified in the warranty certificate prevail over this Complaints Policy.

The provisions of this Complaints Policy shall apply to complaint handling unless they conflict with special regulations.

Liability for Defects

The Seller is liable for defects present in the Goods at the time of receipt by the Buyer. The Buyer is entitled to inspect the Goods before acceptance. The Seller is not liable for defects that could have been detected during inspection, especially missing accessories or visible mechanical damage. The Seller is not liable even if the Buyer did not perform the inspection.

For used goods, the Seller is not liable for defects caused by use or wear. For goods sold at a reduced price, the Seller is not liable for the defect for which the reduced price was agreed.

For new goods, the Seller is liable for defects occurring during the warranty period. The warranty period is governed by legal provisions, particularly the Civil Code, unless the Seller specifies a longer warranty period in the document confirming receipt. An invoice or delivery note may serve as a warranty certificate if it specifies the warranty period.

The warranty applies only to functional defects caused by manufacturing faults. The warranty does not apply to:

natural or mechanical damage, including accidental damage
damage caused by lack of maintenance
damage caused by unsuitable environmental conditions
damage caused by natural disasters
damage caused by violent handling
damage caused by improper use
goods with expired warranty
damage caused by use of non-recommended components or unauthorized repairs
defects known to the Buyer before acceptance
damage caused by improper installation

Filing a Complaint

Complaints must be submitted directly to the Seller or at the premises where the Goods were purchased. The Buyer may also submit a complaint at any other Seller’s premises where acceptance is possible, or to a designated person responsible for handling complaints. An authorized employee must be present during operating hours.

The warranty certificate and proof of purchase must be provided.

Upon filing a complaint, the Seller must issue written confirmation. A complaint protocol must be completed describing the defect and its manifestation. The defective Goods, including accessories and documentation, must be handed over. The Buyer must provide contact details for notification. The Seller is not responsible for failed delivery of notification.

If submitted via distance communication, confirmation must be delivered immediately or without undue delay, no later than together with the complaint resolution document.

The Seller must issue written confirmation of complaint resolution within 30 days.

Method of Complaint Resolution

Complaint resolution under §2 letter m) of the Consumer Protection Act means:

repair
replacement
refund
reasonable discount
written request for collection
justified rejection

The Seller must inform the Buyer of their rights under §§622–623 of the Civil Code and determine the method of resolution immediately, within 3 working days in complex cases, or within 30 days in justified cases. Resolution must not exceed 30 days. After this period, the Buyer may withdraw from the contract or request replacement.

If the defect is removable, the Buyer has the right to free, timely and proper repair. The Seller may replace the item instead of repairing it.

If the defect is non-removable and prevents proper use, the Buyer may request replacement or withdraw.

The same applies if a removable defect occurs repeatedly after three repairs, or if there are at least three different removable defects preventing proper use.

If a complaint is filed within 12 months of purchase, rejection is possible only based on expert assessment at the Seller’s expense. After 12 months, if rejected, the Seller must state where expert assessment may be performed. If expert assessment confirms Seller’s liability, the Buyer may reassert the complaint. Warranty period is suspended during expert assessment. The Seller must reimburse costs within 14 days. A reasserted complaint cannot be rejected.

Complaint resolution does not affect the Buyer’s right to compensation under Act No. 294/1999 Coll. on liability for damage caused by defective products.

This Complaints Policy enters into force on 01.04.2026 and replaces all previous complaint and warranty procedures.

Failure to comply with complaint conditions may affect the quality and duration of the complaint process.

DANBIK SK s.r.o.
Prepared by: Mgr. Igor Balašov
Approved by: Mgr. Igor Balašov

In Bratislava, 01.04.2026

The Complaints Policy can be downloaded here.