Online store www.doruzova-studio.com

Article I

Introductory Provisions

This complaints procedure governs the rights and obligations of the contractual parties and the conditions for filing and processing complaints arising from the purchase agreement concluded between the trader and the consumer, the subject of which is the sale of goods through the trader’s online store operated on the website www.doruzova-studio.com (hereinafter referred to as the "online store"). This complaints procedure does not apply to claims regarding liability for defects made by a buyer who is not a consumer.

This complaints procedure is an inseparable part of the purchase agreement specified in Article I, Section 1 of this complaints procedure (hereinafter referred to as the "purchase agreement").

This complaints procedure has been prepared in compliance with:

• Act No. 40/1964 Coll. The Civil Code, as amended,
• Act No. 108/2024 Coll. on Consumer Protection, as amended.

Legal relationships between the trader and the consumer regarding liability for defects that are not explicitly regulated by this complaints procedure shall be governed by the relevant provisions of the Civil Code and the Consumer Protection Act.

Liability for defects under contracts concluded with entrepreneurs is governed by the relevant provisions of Act No. 513/1991 Coll., the Commercial Code, as amended.

This complaints procedure is prepared in the Slovak language.

By submitting an order, the buyer confirms that they have thoroughly familiarized themselves with this complaints procedure and understand its content.

Article II

Definitions of Terms

• Trader refers to the entity acting in the context of a consumer contract, the obligation arising therefrom, or during their business practice within their professional activity, including actions carried out through another party on its behalf or account.

The trader is the owner of the online store operated on the website www.doruzova-studio.com:

Business Name: doružova s. r. o.

Registered in the Commercial Register of the District Court Bratislava III, Section Sro, File No. 16315/B.

Address: Karpatské námestie 10A, 831 06 Bratislava - Rača

Company ID (IČO): 35 736 186

Tax ID (DIČ): 2021355259

VAT ID (IČ DPH): SK2021355259

Email: hello@doruzova-studio.com

Phone: +421903215871

• Buyer refers to the person purchasing products or using services, either as a consumer or entrepreneur.
• Consumer is an individual who, in connection with a consumer contract, obligation arising therefrom, or in business practice, does not act in the scope of their business activities or profession.
• Entrepreneur is defined as:
• • A person registered in the commercial register.
  • A person conducting business under a trade license.
  • A person conducting business under other statutes according to special regulations.
  • A natural person engaged in agricultural production registered per particular laws.
• Goods refers to any tangible movable object sold by the trader.
• Purchase Agreement refers to the agreement concluded between the trader and buyer via the online store or any suitable manner agreed upon in the terms and conditions.
• Online Store refers to the website www.doruzova-studio.com through which parties may conclude the purchase agreement.
• Supervisory Body:

Slovak Trade Inspection (SOI)

Inspectorate SOI for the Bratislava Region

Prievozská 32

P.O. Box 5

820 07 Bratislava 27

Department of Supervision

Phone: 02/58272 172, 02/58272 104

Fax: 02/58272 170

Article III

Requirements for Goods Sold

The trader guarantees the goods sold will comply with agreed and general requirements, except if the trader has informed the buyer otherwise, and the buyer has accepted this.

The requirements for goods sold include compliance with the contract’s description of the type, quantity, quality, and other agreed attributes. Specific compliance requirements are as follows:

• Suitable for the specific purpose that the buyer informed the trader of and which the trader accepted.
• Includes all accessories and instructions agreed upon in the contract.
• Meets general purposes and regulatory standards expected of items of similar type.

If the goods fail these requirements, they are considered defective.

Article IV

Liability for Defects

The seller is responsible for any defect present in the product at the time of delivery and any defect that manifests within two years from the date of delivery.

For used goods, the parties may agree on a shorter liability period than that stated in paragraph 1, but no shorter than one year from the date of delivery.

The warranty provider may determine liability for defects according to stricter rules than those established by law, through an agreement or unilateral declaration. In such cases, the warranty provider will issue a written certificate, the warranty card.

The seller is responsible for a defect caused by incorrect assembly or installation of the product, if the assembly or installation:

• Was part of the purchase agreement and was carried out by the seller or under their responsibility, or
• Was performed incorrectly by the buyer due to deficiencies in the assembly or installation instructions provided by the seller.

If a defect manifests within the periods specified in paragraphs 1 or 2 of this Article, it is presumed that the defect existed at the time of delivery. This presumption does not apply if proven otherwise or if it is inconsistent with the nature of the product or defect.

Article V

Filing a Complaint

The buyer may exercise their rights related to liability for defects only if the defect is reported to the seller within two months of its discovery, and no later than two years from the product's receipt. Otherwise, the right expires.

The buyer may lodge a complaint in one of the following ways:

• By sending a notice to the seller's address,
• By sending a notice via email to hello@doruzova-studio.com,
• By using the claim protocol available on the seller’s website.

When filing a complaint electronically, the buyer must attach photos or videos for the seller’s evaluation. The buyer is not required to send the product unless the seller is unable to assess the complaint using the provided documentation. If necessary, the seller will request the buyer to deliver the product.

The seller will immediately confirm receipt of the defect report with a written notice specifying the timeframe for addressing it. The period for resolving the defect must not exceed 30 days from the date of the report unless a longer period is objectively justified, beyond the seller’s control. If the seller does not resolve the complaint within this timeframe, the buyer may cancel the agreement or request a price discount.

The buyer is entitled to reimbursement of reasonable expenses incurred in connection with reporting a defect for which the seller is liable. This right must be exercised within two months, or it will expire.

If the seller denies liability for a defect, they must notify the buyer in writing, stating the reasons. The seller may reject a complaint if the defect was caused by:

• Normal wear and tear,
• Mechanical damage caused by the buyer,
• Use of the product in conditions that do not align with its recommended temperature, humidity, or environmental influences,
• Improper handling or neglect,
• Excessive use or misuse,
• Natural disasters or force majeure.

If an expert opinion or technical report from an accredited authority proves the seller's liability, the buyer may reassert their claim, and the seller cannot reject liability. The buyer must claim reimbursement for the cost of the expert opinion or report from the seller within two months, or the right will lapse.

The buyer may withhold payment of the purchase price or a portion thereof until the seller fulfills their obligations arising from liability for defects, unless the buyer is in arrears at the time of filing the complaint. The buyer must pay the price promptly after the seller fulfills their obligations.

Article VI

Claims from Filed Complaints

If a complaint is valid, the buyer is entitled to repair or replacement of the product, a reasonable discount on the purchase price, or withdrawal from the contract.

Repair or Replacement of the Product

The buyer may choose between repair or replacement of the defective product, provided the chosen method is feasible and does not impose unreasonable costs on the seller compared to the alternative. The seller may refuse repair or replacement if it is not possible or would incur disproportionate expenses.

The seller must repair or replace the product within a reasonable time after the defect report, free of charge and without significant inconvenience to the buyer, considering the nature of the product and its intended purpose.

For repair or replacement, the buyer must hand over or provide access to the product to the seller or their designated representative. The seller will bear the costs of retrieval.

The repaired or replacement product is returned to the buyer at the seller’s expense and in the same manner as initially delivered, unless agreed otherwise.

For defects requiring removal or reinstallation of the product, the seller must ensure proper installation of the repaired or replacement product. Alternatively, by mutual agreement, the buyer may carry out the reinstallation at the seller’s expense and risk.

Price Discount or Contract Cancellation

The buyer may request a reasonable price discount or withdraw from the contract without providing an additional timeframe if:

• The seller fails to repair or replace the product,
• The seller refuses to address the defect,
• A defect persists despite repair or replacement,
• The defect is severe enough to justify an immediate discount or contract cancellation, or
• The seller declares or it is evident that the defect cannot be resolved within a reasonable time or without significant inconvenience to the buyer.

The discount must correspond to the difference in value between the defective product and what it would have been worth if defect-free.

The buyer cannot cancel the contract due to their contribution to the defect or a negligible defect. The burden of proof lies with the seller to demonstrate the buyer's fault or the defect's minor nature.

If multiple products are purchased, the buyer may withdraw only from the defective item unless retaining the remaining items is unreasonable under the circumstances.

The buyer must return the product at the seller’s expense. If the seller fails to retrieve the item within a reasonable timeframe, the buyer may facilitate its removal and delivery to the seller at their cost.

The seller must refund the purchase price within 14 days from the product's return or proof of shipment, whichever is earlier, using the same payment method unless otherwise agreed.

The seller cannot claim damages for normal wear and tear or for the ordinary use of the product prior to repair or return.

Article VII

Failure to Retrieve Repaired Products

The buyer must collect repaired or replaced products within one month of repair or replacement. Failure to do so incurs a storage fee.

If the buyer does not collect the product within six months, the seller may sell it. For valuable items, the seller must notify the buyer of the intended sale and provide an additional opportunity for collection.

Proceeds from the sale, after deducting expenses for storage and sale, will be paid to the buyer if claimed within the seller's specified timeframe.

The seller may dispose of the product at their expense if unsold or if sale proceeds cannot cover storage and sale costs.

Article VIII

Final Provisions

This complaints policy has been prepared by Lanikova Group, s.r.o. for the operator of the e-commerce store www.doruzova-studio.com, and is protected under Act No. 185/2015 Coll. on Copyright. Any unauthorized use, reproduction, publication, modification, or distribution is prohibited without the author’s consent.

This complaints policy is valid and effective from February 26, 2025.