Complaints procedure
Liability for Defects
We strive to handle any complaints to your full satisfaction. The goods we sell are covered by a legal warranty of 24 months, unless otherwise stated for a specific item. The warranty period begins on the day the goods are received.
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The seller is liable for any defect that the sold goods had at the time of delivery and which manifests within two years of delivery. For used goods, the parties may agree on a shorter period of liability, but not shorter than one year from delivery. If a defect appears within this time, it is presumed that the item already had the defect at delivery, unless proven otherwise or if such presumption is incompatible with the nature of the goods or defect.
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If the seller is liable for a defect, the buyer has the right to repair or replacement of the goods (§623 of the Civil Code), a reasonable discount, or withdrawal from the contract (§624 of the Civil Code).
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The buyer must assert the defect within two months of discovering it, but no later than the expiration of the liability period.
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The seller or designated person shall provide the buyer with written confirmation of the defect notification without delay, including a deadline (max. 30 days) for defect resolution, unless a longer period is objectively justified.
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This confirmation may be sent via email or in writing and must clearly describe the defect and inform the buyer of their rights under §623 and §624.
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The buyer may choose between repair or replacement, but not a method that is impossible or would impose disproportionate costs on the seller.
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If the defect is removable, the seller must do so free of charge within a reasonable time, based on the nature and severity of the defect.
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The seller may refuse defect removal if repair/replacement is not possible or would result in disproportionate costs.
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The buyer must hand over or make the goods available for repair or replacement.
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The seller will deliver repaired or replacement goods to the buyer at their own expense in the same or similar way. If the buyer does not collect the goods within six months, the seller may sell them, provided prior notice is given for valuable goods.
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After sale, the seller will pay the buyer the proceeds, minus justified storage and sales costs, if the buyer claims their share within a reasonable time.
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If the seller rejects liability, they must state the reasons in writing. If the buyer presents an expert opinion confirming liability, the seller may no longer reject it.
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The buyer is entitled to reimbursement of reasonable expenses incurred in connection with asserting their rights, if claimed within two months of the resolution (repair, refund, discount).
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The buyer may demand a discount or withdraw from the contract if:
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the seller does not resolve the defect,
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the defect reappears after repair/replacement,
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the defect is serious enough,
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or the seller refuses timely resolution or causes undue hardship.
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If the contract involves multiple items, withdrawal can be limited to the defective item unless it is unreasonable to keep the rest.
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The buyer may not withdraw if they contributed to the defect or if the defect is minor.
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Upon withdrawal and return of goods, the seller must refund the purchase price within 14 days using the same payment method, unless otherwise agreed.
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The buyer was duly informed about defect liability by having access to these terms prior to order submission.
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Defect liability applies only to goods purchased via the seller’s online store.
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The buyer may claim liability by delivering the goods to the seller’s facility or to an authorized person, along with a Defect Notification Form (available on the website). COD returns are not accepted.
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The complaint process starts when all of the following are fulfilled:
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Delivery of the defect notification,
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Delivery of the goods,
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Delivery of necessary access data (codes/passwords), if applicable.
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If the item is undeliverable (e.g. fixed in place or too large), the seller may inspect it directly at the buyer’s location. The buyer must assist with inspection. The process starts on the day of inspection or 10 days after defect notification if no inspection is conducted despite cooperation.
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If needed, the seller will remove, reinstall, or replace the defective item.
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The buyer must clearly state which legal right they are asserting (e.g. repair, replacement, withdrawal). The seller must then determine how to proceed.
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Liability does not apply to known defects for which a discount was given at purchase.
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The seller is not liable if:
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the claim is made after the liability period ends,
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mechanical damage was caused by the buyer,
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the item was used in unsuitable environments,
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misuse, improper handling or lack of care occurred,
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excessive wear, natural disasters or force majeure caused damage,
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unauthorized tampering or electrical/water/fire damage occurred,
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or if the buyer failed to report obvious damage upon delivery.
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The seller will inform the buyer by phone or email of the result of the complaint and provide a written resolution.
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Shipped goods such as sports supplements, food in gift baskets, or pet food will have a shelf life of at least 2 months. If not, the seller will contact the buyer for consent before shipping.
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For exchanged goods, a new warranty begins from the receipt of the replacement item and applies only to that item.
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Resolution of complaints applies only to defects listed in the Defect Notification.
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If the buyer has already exercised their rights, repeated complaints for the same specific defect will be rejected without expert opinion.
The warranty does not apply to:
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defects known at the time of contract conclusion,
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obvious defects not reported upon delivery,
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regular wear and tear,
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mechanical damage by the buyer,
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or damage due to unsuitable conditions.
Claims for surface wear or deformation of jewelry from daily use are not subject to warranty.
Please send complaints with the item well packaged, along with a copy of the invoice (serves as warranty card) and a short description of the issue.
We recommend contacting us in advance. Contact info is on the website.
Return address:
VIPgold, s.r.o.
Tomášikova 5
821 01 Bratislava
Do not send COD parcels. We recommend insuring the shipment.
You will be notified of the complaint outcome by email or post, together with the returned item.