This Complaint Procedure regulates the method and place of complaint, the procedure for resolving complaints and the method of carrying out warranty repairs. It applies to goods and services sold by the seller to consumers. Complaints shall be dealt with in accordance with these Complaints Regulations and in accordance with the provisions of.

• of the Act. 40/1964 Coll. Civil Code as amended,
• Art. 513/1991 Coll. Commercial Code as amended,
• Act no. 250/2007 Coll. on Consumer Protection.

The consumer accepts the warranty and claim conditions by purchasing goods or services from the seller and should familiarize himself with them. Complaints are handled during opening hours at the establishment where the service was provided or where the goods were purchased.

• Name and address of the establishment: VALTEC spol. s r.o., Lieskovská cesta 13, 962 21 Lieskovec.
• Complaints handled by: Ľubomír Balog, Back office manager, +421 948 488 855

1. WARRANTY PERIOD AND CLAIM PERIODS

The consumer has the right to make a claim for a period of 24 months from the purchase of the goods, unless a different period is stated on the goods or in the warranty card. If the consumer does not receive the settled claim within the specified period (within 30 days from the date of claim), the seller may charge the consumer a storage fee of EUR 1,- for each day of delay for a period of 6 months. After this period, the distributor reserves the right to dispose of the goods. The date of the claim shall be the date on which the claimed goods have been handed over at the Seller's premises together with all the details (as per point 4. of these Complaints Regulations).

2. GOODS NOT SUBJECT TO WARRANTY REPAIR

The consumer is obliged to use the goods only for their intended purpose, in accordance with the instructions for use and to observe generally known rules and procedures. The guarantee covers only defects not caused by the consumer, i.e. defects due to defective materials or faulty manufacture. The warranty does not cover defects that have arisen:

• improper handling and failure to follow the instructions in the user manual (overloading, falls, lifting by the power cord, ...)
• wear and tear due to normal use (carbons, bearings, power cord)
• neglect of the necessary maintenance, care and cleaning of the product
• improper maintenance (when working in dusty environments, not blowing out e.g. with compressed air)
• damage by foreign bodies (e.g. sand, pebbles)
• intervention by an unauthorised person
• use of unsuitable spare parts
• natural disasters (rain, ice, snow, flood, ...)
• use of tools for purposes which do not correspond to their intended use
• obvious overloading of the tool due to the permanent exceeding of the upper power limit of the tool (tools for domestic use are used for professional purposes)
• through inattention (by connecting to the wrong mains)
• use of fuel with an expired shelf life
• overheating due to contamination of the fan housing

3. HOW TO MAKE A CLAIM

If the consumer is entitled to a complaint, the complaint officer is obliged to properly examine the complaint and decide on its handling immediately, in more complex cases within three working days. This time limit does not include the time required for a professional assessment of the defect. However, it may not take longer than 30 days to process the complaint. This period shall begin on the day on which the product is delivered to the Seller with all its details. When making a complaint, the consumer must submit the following particulars:

• a copy of the proof of purchase (cash receipt or invoice)
• the warranty card (if issued)

In order for the claim to be assessed correctly, it is necessary that the claimed product is complete (including the supplied accessories) and cleaned.

If it is a defect that can be rectified, the buyer is entitled to have it rectified free of charge, properly and in a timely manner. The Seller may replace the unrepairable product with a new product of the same type and technical parameters. In the case of an older product that is no longer available on the market, it shall be replaced by an adequate substitute whose technical parameters fully replace the unrepairable product. The complaint shall be deemed to be settled from the moment the consumer is notified of the manner in which the complaint will be settled. The consumer will be informed by telephone of the method of handling the complaint, in the event that he has not been contactable by telephone on several occasions, a registered letter will be sent to him on the 25th day after the complaint has been made, notifying him of the method of handling the complaint. In the event that the consumer provides incorrect contact details and it is therefore not possible to inform the consumer of the method of handling the complaint, the complaint shall be deemed to have been handled on the basis of the receipt of the letter.

When collecting the goods, the consumer is obliged to present a copy of the complaint letter issued at the time of claim.

If it is found that the claimed goods are not defective or do not meet the criteria for a warranty claim, the claim is considered unjustified and the claimed goods will be returned to the consumer. The Seller reserves the right in relation to the Consumer to claim the costs (transport costs, costs of assessing the defect) incurred in connection with an unjustified complaint. In the case of unsettled claims, the Seller is entitled to a lien (§ 151 of the Civil Code).

The customer acknowledges that VALTEC spol s r.o. processes personal data within the meaning of Act No. 18/2018 Coll. on the protection of personal data and under Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (GDPR). Personal data will be processed in the scope of name, surname, home address, e-mail address and telephone number, for the purpose of registration and performance of the service resulting from the order letter and for the purpose of complaint handling. The customer's personal data will be processed for the time necessary for the proper exercise of the rights and performance of the obligations incurred by Valtec spol s.r.o , but at least for the duration of the warranty period.

The legal basis for the processing of personal data is Article 6(1)(b) of the GDPR The processing of customer personal data is necessary for the fulfilment of a legal obligation of the controller (seller).

Further information is provided in the General Terms and Conditions at www.valtec.sk.

4. ALTERNATIVE DISPUTE RESOLUTION

The consumer has the right to apply to the seller for redress if he is dissatisfied with the manner in which the seller has handled his complaint or if he believes that the seller has violated his rights. If the Seller responds to this request in a negative manner or fails to respond within 30 days of sending it, the consumer has the right to submit a proposal for the initiation of an alternative dispute resolution to an alternative dispute resolution entity (hereinafter referred to as ADR entity) pursuant to Act 391/2015 Coll. ADR entities are authorities and authorised legal persons pursuant to §3 of Act 391/2015 Coll. The consumer may submit a proposal in the manner determined pursuant to §12 of Act 391/2015 Coll. Alternative Dispute Resolution may only be used by a consumer - a natural person who is not acting within the scope of his/her business, employment or profession when concluding and performing a consumer contract. Alternative dispute resolution applies only to a dispute between a consumer and a seller arising out of or related to a consumer contract. Alternative dispute resolution shall not apply to disputes where the value of the dispute does not exceed EUR 20. The ADR entity may require the consumer to pay a fee for the initiation of ADR up to a maximum of EUR 5 including VAT.

5. CONCLUSION

This Complaint Procedure is valid from 25.03.2022 until revoked.