Consumer Rights and Obligations

The seller is obligated to inform the consumer (buyer) of the basic characteristics of the goods (products) being purchased, including the price, payment method, delivery method and time, and the method for fulfilling other contractual obligations. They must also provide information on the existence and conditions of after-sales services and warranties, the seller’s legal responsibility for non-conformity with the contract, the method for lodging complaints, particularly where and how they are handled, as well as the conditions related to exercising consumer rights on conformity grounds. If the delivered goods are not in conformity with the contract, the consumer has the right to notify the seller of the non-conformity and may request replacement, an appropriate price reduction, or cancellation of the contract regarding those goods. If remedying the non-conformity is impossible, the consumer has the right to request a price reduction or contract cancellation.

Consumers may lodge complaints to exercise their rights based on non-conformity with the contract and warranty rights, as well as for incorrect pricing and other deficiencies, according to the instructions on the method and place for receiving complaints. The seller is required to respond to the consumer’s complaint in writing or electronically within eight days from the date of receipt. The seller's response must include a decision on whether the complaint is accepted, a statement regarding the consumer’s request, and a specific proposal and deadline for resolving the complaint, which cannot exceed 30 days from the complaint submission date.

The seller is required to act in accordance with the decision, proposal, and deadline for resolving the complaint, provided they have received prior consent from the consumer. The consumer is expected to give their consent as quickly as possible after receiving the seller's response to the complaint, so the seller can resolve the issue within the aforementioned legal deadline. Delayed consent from the consumer will be considered an objective reason why the seller may not be able to meet the consumer’s request within the legal timeframe.

If the seller is unable to fulfill the consumer’s request within the agreed-upon deadline for objective reasons, they are obliged to notify the consumer of the extended resolution time, specify the new timeframe, and obtain the consumer’s consent, which should be given as soon as possible. An extension for resolving complaints can only be granted once.
Conformity applies solely to the product’s accuracy and not its functionality, as it is assumed that the consumer is familiar with the product’s technical characteristics. Therefore, conformity means that the chosen product will meet the consumer’s requirements within the declared technical capabilities specified by the manufacturer. The consumer is expected not to expose the purchased product to harmful conditions (e.g., tobacco smoke, extremely dusty or extremely hot or cold environments). Any damage resulting from such treatment will be rectified solely at the consumer's expense.

The right to conformity cannot be exercised if damage or malfunction occurred due to transportation after delivery, force majeure (flood, earthquake, fire, etc.), improper use, failure to follow the manufacturer’s instructions and recommendations, any mechanical damage caused by the consumer or a third party for which the seller is not liable, or if the product is returned without a receipt or proof of purchase from the seller. The consumer is required to check the completeness and physical condition of the product upon receipt. Subsequent complaints regarding completeness and physical condition will not be accepted.

The consumer may obtain further information through our contact form.