1. Introductory Provisions
1.1. The seller in the online store is Šimon Vetešník, registered address: Ružová 1, 974 11 Banská Bystrica, Company ID (IČO): 51184036, email: eshop@mariacavallo.com.
1.2. The buyer is any natural or legal person who has concluded a purchase contract with the Seller through the website www.mariacavallo.com/obchod.
1.3. This Complaint Policy governs the rights and obligations of the Buyer, who is a consumer, when exercising rights arising from liability for defects (claiming a defect) in accordance with Act No. 108/2024 Coll. on Consumer Protection and the relevant provisions of the Civil Code.
This Complaint Policy does not apply to Buyers who are not consumers (B2B).
1.4. A defect claim (complaint) means the Buyer’s exercise of the right to remedy a defect of goods that do not comply with contractual requirements.
2. Procedure for Claiming a Defect (Complaint Procedure)
2.1. The Buyer may claim a defect in person, in writing, or electronically via email at: eshop@mariacavallo.com.
2.2. The defect notification must clearly include:
- the identity of the person making the claim (name, surname, address),
- identification of the order (date, order number or invoice number),
- description of the defect and the Buyer’s specific request (repair or replacement),
- the Buyer’s signature (for written submissions).
2.3. The Seller shall confirm receipt of the defect claim to the Buyer without delay (typically by email).
2.4. Time limit for handling the claim:
The Seller shall provide a remedy (handle the complaint) within a reasonable period that can be fairly expected, but no later than 30 days from the date the defect was claimed, unless a longer period is justified by an objective reason.
2.5. For the purpose of repair or replacement, the Buyer is obliged to hand over the goods to the Seller or a person authorized by the Seller.
The costs of collecting the goods for the purpose of remedy are borne by the Seller.
3. Buyer’s Rights (Methods of Resolution)
3.1. Primary remedies:
The Buyer has the right to choose between repair or replacement of the defective goods.
The Seller may refuse the remedy if repair or replacement is impossible or would require disproportionate costs.
3.2. Secondary remedies (Price Reduction or Contract Withdrawal):
The Buyer has the right to an appropriate price reduction or may withdraw from the purchase contract (refund) if:
- the Seller has not remedied the defect by repair or replacement,
- the defect occurs repeatedly,
- the defect is of such a serious nature that it justifies an immediate price reduction or withdrawal,
- the Seller has declared that the remedy will not be carried out within a reasonable period.
3.3. Short-term withdrawal:
If a defect appears within 30 days of delivery of the goods and installation has not taken place, the Buyer has the right to withdraw from the contract without first requesting repair or replacement.
3.4. Unjustified complaints:
Liability for defects does not apply to damage caused by:
- incorrect installation contrary to the instructions (e.g., installation on an incorrect steering wheel size),
- improper maintenance or use contrary to the intended purpose of the goods,
- normal wear and tear.
3.5. In the case of an unjustified complaint, the Seller may request reimbursement of costs associated with diagnostics and transportation of the goods.
3.6. Minor irregularities in the structure of leather, which are characteristic of genuine top-grain leather, or slight variations in shape or stitching that are natural features of handmade production, are not considered defects.
4. Alternative Dispute Resolution (ADR)
4.1. If the Buyer is not satisfied with the way the Seller handled the complaint, the Buyer has the right to request a remedy directly from the Seller.
4.2. If the Seller responds negatively or does not respond within 30 days, the Buyer has the right to submit a proposal for alternative dispute resolution to an ADR entity (e.g., the Slovak Trade Inspection).
4.3. The Buyer may also use the Online Dispute Resolution platform (ODR) available at: https://ec.europa.eu/consumers/odr.
5. Final Provisions
5.1. This Complaint Policy forms an integral part of the General Terms and Conditions.
5.2. The Seller reserves the right to amend this Complaint Policy due to legislative changes. The current version is always published on the Seller’s website.