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Returns and complaints

Return of goods

 

  1. Right to withdraw from the purchase contract

 

In accordance with the law and these GTC, the purchasing consumer has the opportunity to withdraw from the purchase contract within 14 working days of receiving the goods without giving a reason. The buyer does not have the right to withdraw from the contract if the goods were taken over and purchased in person at the seller’s store. 

 

Upon delivery by the carrier, the buyer is obliged to check the condition of the shipment (number of packages, integrity of the package) immediately upon delivery together with the carrier. In case of incomplete or damaged shipment, the buyer has the right to refuse to accept the shipment.

 

If the buyer chooses to personally pick up the goods in the seller’s warehouse, the buyer is obliged to properly inspect and check the selected goods, as the buyer is not entitled to withdraw from the purchase contract if the seller and the buyer do not agree in a specific otherwise. In the event that the goods are damaged, the customer is obliged to report this fact to the sales staff.

 

 

  1. Withdrawal from the contract and method of returning the goods

 

Upon withdrawal from the purchase contract, the buyer fills in a written statement of withdrawal from the contract with the order number, date of purchase and account number for financial settlement. The withdrawal form can be found here.

 

Withdrawal from the contract must be made in WRITING by e-mail to info@mayami-strings.eu. We will confirm the receipt of the withdrawal from the contract by e-mail.

 

The purchased goods in the original condition as when taken over shall be sent by the customer at his own expense together with the original proof of purchase, duly completed statement of withdrawal back to the address of the operator’s warehouse (not cash on delivery) no later than 14 calendar days from the date of withdrawal.

 

Delivery address for returning goods:

 

Company name: isklad 211694/09
Name of receiver: GREEN FOX s.r.o.
Street: Diaľničná cesta 5, Hala D, gate 35
ZIP code and City: 903 01 Senec
Country: Slovakia

 

If the buyer withdraws from the contract and delivers the goods to the seller unused, undamaged and in the original packaging, the seller will return to the buyer the full purchase price paid for the goods, without postage.

 

The purchasing consumer is responsible for any reduction in the value of the goods as a result of handling them in a manner other than that necessary to determine the nature, properties and functionality of the goods. If the buyer withdraws from the contract and delivers the goods to the seller in other than the original intact condition and packaging (eg stripped of original packaging, used, incomplete, damaged or soiled), the seller is entitled to return the purchase price of the goods less the value of repair and putting the goods in original condition and / or the value of its wear (in accordance with Article 457 of the Civil Code).

 

The withdrawal period is maintained if the purchasing consumer sends a notice of the exercise of the right of withdrawal before the withdrawal period expires. More detailed conditions are regulated in Act no. 102/2014 Coll.

 

Upon withdrawal from the contract, the seller will return to the buyer consumer all payments that the seller is obliged to return under the law. Payments will be returned by the seller to the buyer without undue delay, no later than 14 days from the date of delivery of the returned goods back to the address of the seller’s warehouse. Their payment will be made by bank transfer to the account selected by the buyer. The direct cost of returning the goods is borne by the consumer buyer.

 

The goods must be sent back in unused and resold condition and also in the original packaging. The purchasing consumer is responsible for any reduction in the value of the goods as a result of handling them in a manner other than that necessary to determine the nature, properties and functionality of the goods. The purchasing consumer may not withdraw from the contract in cases under Art. Article 7 par. 6 of Act no. 102/2014 Coll.

 

In the case of returning damaged goods used beyond the treatment necessary to determine the properties and functionality, the seller is entitled to claim damages from the buyer, or other legal claims. They are entitled to set off these claims against the receivable for a refund of the purchase price (with the exception of goods returned due to proven warranty defects).

Complaints about goods

 

The seller is responsible for ensuring that the goods sold are free of defects and have the required quality.

 

The buyer is obliged to thoroughly check the goods upon receipt from the delivery person and confirm the receipt of the goods with their signature on the receipt of the goods. If the shipment is visibly damaged or destroyed, the buyer is obliged to contact the seller immediately without taking over the shipment. Complaints for possible non-delivery of goods due to the delivery person or damage to the goods caused by the delivery person must be made directly to the delivery person in such cases. Complaints of mechanical damage to the goods caused by transport, the receipt of which has been confirmed without defects by the buyer to the delivery person, will not be recognized by the seller as justified and performance from such a complaint will not be provided by the buyer.

 

Complaints only apply to demonstrable manufacturing errors caused by the manufacturer, which were discovered immediately after delivery of the goods or during its use. The complaint does not cover errors caused by the user during the normal use of the goods. A change in the properties of the goods, which arose during the warranty period as a result of wear or incorrect use, resp. as a result of any other incorrect intervention resp. damage by the buyer or a third party.

 

A complaint is considered to have been properly filed if the claimed goods are complete and the general principles of hygiene do not prevent the complaint.

The buyer is obliged to submit the claimed product clean, otherwise the seller is entitled to refuse to take over the goods. 

 

If the buyer exercises the right of liability for defects of the sold item (hereinafter referred to as “complaint”), the seller or an employee authorized by him is obliged to decide on the justification of the complaint immediately, in more complex cases within 3 working days. This time does not include the time required for a professional assessment of the defect.

 

Complaints, including the elimination of defects, must be handled without undue delay, but no later than within 30 days from the date of application. In such a case, the customer will be informed by telephone via SMS or electronic form about the decision on the justification of the complaint.

 

The buyer has the right to file a complaint by mail to the address:

 

Company name: isklad 211694/09
Name of receiver: GREEN FOX s.r.o.
Street: Diaľničná cesta 5, Hala D, gate 35
ZIP code and City: 903 01 Senec
Country: Slovakia

 

The buyer is obliged to prove that his right to settle the complaint is justified, i.e. that in addition to alleging defects they also document the place, price of the goods and the time of purchase of the goods, which they prove with a sales document.

 

The seller is responsible for the fact that the sold item is in accordance with the purchase contract when taken over by the buyer, as well as for defects that occur after the takeover of the item by the buyer during the warranty period. The period for making a complaint (warranty period) is 24 months and begins on the day of receipt of the goods in the store or. in the case of delivery of goods, the date of delivery of the goods by the carrier. The right to claim the goods to the buyer expires if it was not exercised during the warranty period.

 

The buyer should file a complaint without undue delay immediately after finding the defect, so that the complaint can be properly assessed and resolved. As soon as the buyer finds a defect in the taken over item, they are obliged to keep the thing and not use it until the complaint has been lodged, in order to prevent significant damage to the item, e.g. so that a remediable defect  does not become an irremediable defect.

 

The warranty period cannot be confused with the usual service life, ie. with the period during which, when used and treated correctly, the goods can withstand, given their characteristics, the intended purpose of use and the differences in the intensity of use.

 

The period from the exercise of the right of liability for defects until the time when the buyer was obliged to take over the item after the repair is completed does not count towards the warranty period. If the complaint is settled by exchanging the defective goods for new ones, the time for making a complaint runs again from the moment the new goods are taken over by the buyer.

 

The customer is not entitled to an automatic refund for the claim.

 

The court decides in disputes arising within the complaint procedure.

 

Pursuant to Act 391/2015 Coll., The buyer, as a consumer, has the right to file a motion to initiate an alternative dispute resolution. The procedure for such proceedings is described below:

 

The consumer has the right to contact the seller with a request for redress (by e-mail to info@mayami-strings.eu), if they are not satisfied with the way in which the seller handled their complaint or if they believe that the seller otherwise violated their rights. If the seller responds to this request by refusal, or does not respond to such a request within 30 days of its dispatch, the consumer has the right to apply for an alternative dispute resolution. According to Act 391/2015 Coll. entities for alternative dispute resolution (hereinafter referred to as the ADR entity) are authorities and authorized legal persons pursuant to Art. 3 of Act 391/2015 Coll. The buyer, as a consumer, may submit the proposal in the manner specified in Art. 12 of Act 391/2015 Coll., the possibility to go to court is not affected.

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