Complaints policy

• Business name: doplniť
• Registered office: doplniť
• Company ID (IČO): doplniť
• Tax / VAT ID: doplniť
• Registration: doplniť
• Studio: Na vrátkach 1K, 841 01 Bratislava
• Email: info@keramikahelienka.sk
• Phone: +421 903 394 212

This complaints policy applies to goods bought in the online shop and at the studio. Since 1 July 2024 Slovak law speaks of “notifying a defect” instead of a “complaint”. Here both mean the same thing.

We are liable for any defect the goods have at the time of delivery that becomes apparent within two years of delivery (§ 619 of the Slovak Civil Code).

If a defect becomes apparent within that time, it is presumed to have existed at delivery unless proven otherwise (§ 620).

A defect must be notified within two months of discovering it, and no later than two years after delivery (§ 621(3)).

Every piece is shaped and glazed by hand. Small irregularities, differences in the colour and flow of the glaze, traces of handwork and tiny bubbles in the glaze are a feature of handmade work stated in the product description, not a defect.

Items decorated with gold are not suitable for the microwave or the dishwasher. Damage caused by such use is not a defect.

doplniť

• By email to info@keramikahelienka.sk or by phone on +421 903 394 212.
• In person at the studio, Na vrátkach 1K, Bratislava, at an agreed time.
• By post to doplniť.

Give your name, order number or proof of purchase and a description of the defect, and attach photos if you can. If we need the piece itself to assess it, we will agree how you hand it over. We bear the cost of taking over the goods (§ 623(4)).

We will confirm in writing (email counts) without delay that you have notified the defect. The confirmation states the period within which we will remedy the defect. It may not exceed 30 days from the notification unless a longer period is justified by an objective reason beyond our control (§ 622(3)).

If we refuse liability for the defect, we will tell you the reasons in writing. If you then prove our liability with an expert opinion, you can notify the defect again and we can no longer refuse it (§ 622(4)).

• Repair or replacement with another piece. You choose the remedy, if it is possible and does not cause disproportionate costs (§ 623). A unique handmade piece often cannot be replaced with an identical one.
• A reasonable price reduction or withdrawal from the contract, if we do not remedy the defect, refuse to remedy it, the defect recurs, it is serious enough to justify an immediate reduction or withdrawal, or it is clear we will not remedy it in time (§ 624). You cannot withdraw because of a minor defect.
• After withdrawal we refund the purchase price within 14 days of receiving the goods back or of proof that you sent them, using the same means of payment you used (§ 624(7) and (8)).

If you are not satisfied with how we handled your complaint, or you believe we have violated your rights, write to us at info@keramikahelienka.sk and ask us to put it right.

If we reject your request or do not reply within 30 days of it being sent, you can file a proposal for alternative dispute resolution under Act No. 391/2015 Coll. The competent body is the Slovak Trade Inspection (Bajkalská 21/A, P. O. BOX 29, 827 99 Bratislava, ars@soi.sk) or another body on the list kept by the Slovak Ministry of Economy. Dispute resolution before the Slovak Trade Inspection is free of charge.

Supervisory authority: Slovak Trade Inspection (Slovenská obchodná inšpekcia), Inspectorate for the Bratislava Region, Bajkalská 21/A, 827 99 Bratislava, www.soi.sk.

This complaints policy is effective from doplniť.