Refund policy

COMPLAINTS POLICY
Effective from: 2026-07-24
Operator: Carpathian West Products, s.r.o., Poľná 4, 903 01 Senec, Slovak Republic
Email: info@pristools.com | Phone: +421 945 461 917
Company ID: 56 789 149 | Tax ID: 2122427758 | VAT ID: SK2122427758
Registered in the Commercial Register of the City Court Bratislava III, section: Sro, file no.: 185242/B
Article I – Introductory Provisions
1. This Complaints Policy governs the conditions and procedure for claiming defects in goods purchased through the online store.
2. The buyer is any natural or legal person who has entered into a purchase contract with the seller.
3. This Complaints Policy forms an integral part of the General Terms and Conditions.
Article II – Liability for Defects
1. The seller is liable for defects existing when the goods are received and for defects appearing within the applicable statutory liability period.
2. For consumer contracts, the statutory liability period is generally 24 months after delivery unless applicable law or the nature of the goods provides otherwise.
3. The buyer should notify the seller without undue delay after discovering a defect.
Article III – Conditions for Filing a Complaint
1. A complaint may be submitted by email or post. The buyer may use the complaint form, but use of the form is not mandatory.
2. The buyer should provide information identifying the purchase and describe the defect as precisely as possible. Proof of purchase may be provided by any reliable means.
3. Where the goods must be sent for assessment, they must be safely packaged and reasonably cleaned where necessary for hygiene or safety. Missing original packaging is not a reason to reject a complaint.
Article IV – Processing of Complaints
1. The seller confirms receipt of the complaint without delay on a durable medium.
2. The complaint is assessed and processed within the period required by applicable law, normally no later than 30 days after submission unless mandatory law or the nature of the case provides otherwise.
3. If the complaint is resolved by repair, the applicable liability period is extended by the time during which the buyer could not use the goods.
4. The buyer is informed of the outcome by email or in writing.
Article V – Costs Related to Complaints
1. The method of sending the goods for assessment should be agreed with the seller where reasonably possible.
2. If the complaint is justified, the consumer is entitled to reimbursement of reasonable costs necessary to exercise the statutory remedy.
3. If the complaint is unjustified, each party bears its own costs unless applicable law or an agreement provides otherwise.
Article VI – Complaints in B2B Transactions (Business Customers)
1. A business customer must inspect the goods and report defects without undue delay after discovery.
2. A contractual warranty applies to business customers only if expressly agreed; otherwise liability for defects is governed by the contract and applicable commercial law.
3. The seller will provide a reasonable period to remedy the defect or propose another solution.
Article VII – Complaint Records
1. The seller keeps records of complaints, including the date received, method of resolution and completion date.
2. The buyer receives confirmation of receipt and resolution on a durable medium.
Article VIII – Out-of-Court Dispute Resolution
1. After first requesting remedy from the seller, a consumer may submit a dispute to a competent alternative dispute resolution body, in particular the Slovak Trade Inspection (www.soi.sk), under Act No. 391/2015 Coll.
2. Out-of-court settlement is voluntary and does not replace the right to bring the matter before a court.
Article IX – Final Provisions
1. This Complaints Policy enters into force on July 24, 2026.
2. The seller may amend this policy. Amendments take effect on publication.
3. The policy is available in printed form upon request.