Returns & Claims Policy
Your return or complaint can be completed either online or on paper.
Please send the goods you are complaining about to us as a parcel either by courier, by mail, or via a parcel service.
If you are sending the goods by mail, do not send them as a registered letter but as a parcel.
The code of our company in Packeta for a returned parcel is: 99601026. Dictate this code at the Packeta branch and they will return the parcel to us.
You can complete online complaints and returns at this link.
Alternatively, you can complete your complaint on paper as follows:
Along with the complained-about goods, please also send the invoice, warranty card (if it was provided with the goods), and the complaint document which you can download here:
Follow the instructions on the document and do not forget to briefly summarize the description of the defect and provide your contact details.
If it concerns a withdrawal from the contract within 30 days
You can download the contract withdrawal form at this link:
For service/complaint communication: info@wachman.eu
COMPLAINT PROCEDURE
of the Online Store wachman.eu
I. Identification of the Merchant
1.1. This Complaint Procedure (hereinafter also referred to as "CP") governs the legal relationships between the company:
Trade name: ROY.SK s.r.o.
Registered office: Vlkanovská 127, Vlkanová 976 31, Slovak Republic
Registered in the Commercial Register of the District Court Banská Bystrica, Section Sro, Insert No. 26201/S
Company ID: 47614030
VAT ID: 2023982488
VAT Registration Number: SK2023982488
Bank account: SK52 0900 0000 0052 2386 5100
The Seller is a VAT payer
(hereinafter also referred to as "Seller" or "Merchant") and any person who is a Buyer of products offered by the Seller on the Seller’s Website and who acts in the capacity of a consumer within the meaning of the General Terms and Conditions published on the Seller’s website and the relevant laws defining a consumer, under the applicable legislation of the Slovak Republic, in particular: Act No. 108/2024 Coll. on Consumer Protection and on Amendments and Supplements to Certain Laws in its current version, Act No. 40/1964 Coll. (the Civil Code) in its current version, with the exception provided in point 4.4 of this Complaint Procedure, which governs the legal relationship between the Merchant and a Buyer who does not act as a consumer.
1.2. The Seller’s email and telephone contacts are:
Email: info@wachman.eu
1.3. The address for sending written communications, complaints, and contract withdrawals is:
ROY.SK s.r.o., Vlkanovská 127, Vlkanová 976 31, Slovak Republic
II. Basic Provisions
2.1. This Complaint Procedure governs the legal relationships between Buyers, who are consumers, and the Merchant.
III. Exercise of Rights under Liability for Defects
3.1. The Buyer may exercise rights under liability for defects only if they notify the Seller of the defect without undue delay, and no later than 24 months from the receipt of the item. If the defect is not reported within this period, the rights under liability for defects shall expire.
IV. Liability for Defects
4.1. The Seller is liable for any defect that the delivered item has at the time of its delivery and which appears within two years from delivery.
4.2. If the subject of the purchase is an item with digital elements, in which digital content is to be delivered or a digital service is to be provided continuously during the agreed period, the Seller is liable for any defect in the digital content or digital service that occurs or appears during the entire agreed period, but at least for two years from the delivery of the item with digital elements.
4.3. The parties may agree on a shorter period of liability for the Seller for defects than stated in paragraphs 4.1 and 4.2, but not shorter than one year from the delivery of the item.
4.4. The Seller is liable for any defect that the delivered item has at the time of its delivery to the Buyer, and which appears within 6 months from delivery, in the case where the Buyer does not act as a consumer.
V. Rights under Liability for Defects
5.1. If the Seller is liable for a defect in the delivered item, the Buyer has the right to have the defect remedied by repair or replacement, the right to an appropriate discount from the purchase price, or the right to withdraw from the purchase contract.
5.2. The Buyer may withhold payment of the purchase price or part thereof until the Seller fulfills the obligations arising from liability for defects, unless the Buyer is in default with the payment of the purchase price or part thereof at the time the defect is reported. The Buyer shall pay the purchase price without undue delay once the Seller has fulfilled its obligations.
5.3. The Buyer may exercise the rights under liability for defects, including the right mentioned in point 5.2, only if the defect is reported within two months of its discovery, and no later than the periods specified in points 4.1 to 4.3 of this Complaint Procedure.
5.4. Exercising rights under liability for defects does not exclude the Buyer’s right to claim damages caused by the defect.
VI. Notification of a Defect
6.1. A defect may be reported at any of the Seller’s outlets, at another location about which the Seller informed the Buyer before the contract was concluded or before the order was sent, or by remote communication at the address of the Seller’s registered office or place of business, or at another address which the Seller informed the Buyer of when the contract was concluded or after its conclusion.
6.2. If the Buyer reports a defect by postal shipment which the Seller refuses to accept, the shipment is deemed to have been delivered on the day of refusal.
6.3. The Seller shall provide the Buyer with a written confirmation of the defect notification immediately after the defect is reported. In this confirmation, the Seller shall state the period within which the defect will be remedied in accordance with § 507 para. 1 of Act No. 40/1964 Coll. (the Civil Code) in its current version. The period specified must not be longer than 30 days from the date of reporting the defect unless a longer period is justified by an objective reason beyond the Seller’s control.
6.4. If the Seller refuses liability for the defect, the reasons for the refusal shall be communicated to the Buyer in writing. If the Buyer proves the Seller’s liability for the defect by means of an expert report or professional opinion issued by an accredited, authorized, or notified person, the Buyer may report the defect again, and the Seller cannot refuse liability for the defect; repeated reporting of the defect is not subject to § 621 para. 3 of Act No. 108/2024 Coll. on Consumer Protection and on Amendments and Supplements to Certain Laws in its current version. The costs associated with the expert report and professional opinion shall be borne by the Seller in accordance with § 509 para. 2 of Act No. 40/1964 Coll. (the Civil Code) in its current version.
6.5. If, prior to the conclusion of the contract or, if the contract is concluded based on the Buyer’s order, before sending the order, the Seller informed the Buyer that defects may also be reported to another person, the actions or omissions of that person shall be deemed to be the actions or omissions of the Seller for purposes of liability for defects.
VII. Remedy of the Defect
7.1. The Buyer has the right to choose the remedy for the defect either by replacement of the item or by repair of the item. The Buyer may not choose a remedy that is not possible or that, compared to the alternative, would impose disproportionate costs on the Seller considering all circumstances, in particular the value the item would have without the defect, the severity of the defect, and whether the alternative remedy would cause significant difficulties for the Buyer.
7.2. The Seller may refuse to remedy the defect if repair or replacement is not possible or if it would incur disproportionate costs considering all circumstances, including those mentioned in the second sentence of point 7.1.
7.3. The Seller shall repair or replace the item within a reasonable period after the Buyer has reported the defect, free of charge, at its own expense, and without causing significant inconvenience to the Buyer, taking into account the nature of the item and the purpose for which the Buyer requested it.
7.4. For the purposes of repair or replacement, the Buyer shall deliver or make the item available to the Seller or to a person pursuant to § 622 para. 5 of Act No. 108/2024 Coll. on Consumer Protection and on Amendments and Supplements to Certain Laws in its current version. The cost of collecting the item shall be borne by the Seller.
7.5. The Seller shall deliver the repaired or replacement item to the Buyer at its own expense in the same or a similar manner in which the Buyer delivered the defective item, unless the parties agree otherwise. If the Buyer fails to collect the item within six months from the due date, the Seller may sell the item. If the item is of high value, the Seller will notify the Buyer in advance of the intended sale and provide a reasonable additional period for collection. The Seller shall immediately, after the sale, pay the Buyer the proceeds from the sale of the item after deducting the costs purposefully incurred for its storage and sale, if the Buyer exercises the right to a share of the proceeds within the reasonable period specified by the Seller in the notice of intended sale. The Seller may, at its own expense, destroy the item if it cannot be sold or if the expected sale proceeds are insufficient to cover the costs purposefully incurred for storing the item and the costs that the Seller would necessarily incur for its sale.
7.6. In remedying the defect, the Seller shall ensure the removal of the item and the installation of the repaired or replacement item, if the replacement or repair requires the removal of the defective item, which was installed in accordance with its nature and purpose before the defect appeared. The Seller and the Buyer may agree that the removal of the item and the installation of the repaired or replacement item shall be arranged by the Buyer at the Seller’s expense and risk.
7.7. In the case of remedy by replacement of the item, the Seller shall not be entitled to compensation for damage caused by normal wear and tear of the item, nor to compensation for normal use of the item before its replacement.
7.8. The Seller is liable for defects in the replacement item in accordance with § 619 of Act No. 108/2024 Coll. on Consumer Protection and on Amendments and Supplements to Certain Laws in its current version.
7.9. The Buyer is entitled to an appropriate discount from the purchase price or may withdraw from the purchase contract without an additional reasonable period pursuant to § 517 para. 1 of Act No. 40/1964 Coll. (the Civil Code) in its current version, if:
a) the Seller did not repair or replace the item,
b) the Seller did not repair or replace the item in accordance with § 623 paras. 4 and 6 of Act No. 108/2024 Coll. on Consumer Protection and on Amendments and Supplements to Certain Laws in its current version,
c) the Seller refused to remedy the defect in accordance with § 623 para. 2 of Act No. 108/2024 Coll. on Consumer Protection and on Amendments and Supplements to Certain Laws in its current version,
d) the item has the same defect despite repair or replacement,
e) the defect is of such a serious nature that it justifies an immediate discount from the purchase price or withdrawal from the purchase contract, or
f) the Seller declared or it is evident from the circumstances that the defect will not be remedied within a reasonable period or without causing significant inconvenience to the Buyer.
7.10. The discount from the purchase price must be proportionate to the difference between the value of the delivered item and the value it would have if it were without defects.
7.11. The Buyer may not withdraw from the purchase contract according to point 7.9 if the Buyer contributed to the occurrence of the defect or if the defect is negligible. The burden of proof that the Buyer contributed to the occurrence of the defect and that the defect is negligible lies with the Seller.
7.12. If the contract concerns the purchase of several items, the Buyer may withdraw only with respect to the defective item. With respect to the other items, the Buyer may withdraw from the contract only if it is not reasonable to expect that the Buyer will want to keep the other items without the defective one.
7.13. After withdrawing from the contract or a part thereof, the Buyer shall return the item to the Seller at the Seller’s expense. The Seller shall ensure the removal of the item that was installed in accordance with its nature and purpose before the defect appeared. If the Seller fails to remedy the defect within a reasonable period, the Buyer may arrange for the removal and delivery of the item to the Seller at the Seller’s expense and risk.
7.14. After withdrawal from the contract, the Seller shall refund the purchase price to the Buyer no later than 14 days from the day the item is returned to the Seller or upon proof that the Buyer has sent the item to the Seller, whichever occurs first.
7.15. The Seller shall refund the purchase price to the Buyer or grant a discount from the purchase price in the same manner in which the Buyer paid the purchase price, unless the Buyer expressly agrees to a different method of reimbursement. All costs associated with the reimbursement shall be borne by the Seller.
7.16. The Seller shall not be entitled to compensation for damage caused by normal wear and tear of the item, nor to compensation for normal use of the item before withdrawal from the purchase contract.
VIII. Liability for Defects in Digital Fulfillment
8.1. The Merchant is liable for any defect in the digital fulfillment at the time of its delivery and which appears within two years from its delivery, if it concerns digital fulfillment that is provided either as a one-time delivery or as a set of individual deliveries.
8.2. The Merchant shall remedy the defect in digital fulfillment within a reasonable period after the consumer reports the defect, free of charge and without causing significant inconvenience to the consumer, taking into account the nature of the digital fulfillment and the purpose for which the consumer requested it.
8.3. The Merchant may refuse to remedy the defect if remedy is not possible or if it would entail disproportionate costs considering all circumstances, in particular the value that the digital fulfillment would have without the defect and the seriousness of the defect.
IX. Liability for Defects in the Service
9.1. The Seller is liable for any defect in the service at the time of its delivery and which appears within two years from the delivery of the service.
9.2. In exercising rights under liability for defects in the service, the provisions of Article VI of this Complaint Procedure shall apply mutatis mutandis.
X. Final Provisions
10.1. This Complaint Procedure is an integral part of the General Terms and Conditions and the Privacy Policy of this Website. The documents – the General Terms and Conditions and the Privacy Policy of this Website – are published on the domain of the Seller’s Website.
10.2. This Complaint Procedure is valid and effective from the moment it is published on the Seller’s Website on 30.10.2024.