Complaints Policy

This English version is a translation for convenience. The Slovak version is legally binding; an English legal review is pending.

This complaints policy of the www.tuningovesvetla.sk online shop governs the rights and obligations of the buyer and the seller when exercising liability for defects in the goods.

I. Introductory Provisions

This complaints policy is issued in accordance with Act No. 108/2024 Coll. on Consumer Protection, Act No. 40/1964 Coll. the Civil Code, and other generally binding legal regulations. It applies to goods purchased in the online shop for which the buyer's rights arising from liability for defects are exercised during the warranty period.

Seller: eStores, s. r. o., Oravická 617/20, 028 01 Trstená, Company ID: 48056561, e-mail: info@tuningovesvetla.sk, tel.: +421 43 230 4890.
Address for filing a complaint (sending the goods): eStores, s. r. o., Oravická 617/20, 028 01 Trstená.

II. Liability for Defects and Warranty Period

The seller is liable for defects that the sold goods have at the time they are taken over by the buyer, as well as for defects that appear after the buyer takes over the goods during the warranty period.

The warranty period for a buyer who is a consumer is 24 months, unless a longer period is stated for the specific goods.
For a buyer who is not a consumer (purchase under a company ID), the warranty period is 12 months.
The warranty period begins on the day the buyer takes over the goods.

If a use-by date is marked on the goods, their packaging, or in the instructions, the warranty period does not end before that date expires.

III. What the Warranty Does Not Cover

In particular, the warranty does not cover defects caused by:

normal wear and tear proportionate to the length and manner of use,
mechanical damage (e.g. a fall or impact after taking over the goods),
improper installation or incorrect wiring of the goods,
using the goods contrary to their purpose, the instructions, or the technical conditions,
unauthorised interference with the goods or their modification,
external influences (e.g. a natural disaster, moisture, corrosion caused by damage).

Any interference with the goods by the buyer or a third party — in particular disassembling them, modifying them, removing parts, or a repair carried out by a person other than the seller — results in the loss of the right to claim under the warranty. If the buyer wishes to file a complaint, the goods must not be interfered with before the complaint is assessed.

IV. Filing a Complaint

The buyer files a complaint without undue delay after discovering the defect, as follows:

by reporting the defect via e-mail to info@tuningovesvetla.sk — in the report, please state the order number, a description of the defect, and ideally attach photos or a video,
and by subsequently sending the goods being claimed, together with proof of purchase (the invoice), to the seller's registered address stated in Article I.

We recommend sending the goods suitably packaged so that they are not damaged during transport. Do not send the goods as cash on delivery — the seller will not accept such a parcel.

V. Handling the Complaint

When a complaint is filed, the seller issues the buyer a confirmation of receipt of the complaint. The seller handles the complaint without undue delay, no later than within 30 days from the day it is filed; after this period expires, a buyer who is a consumer has the same rights as if it were a defect that cannot be remedied. The seller informs the buyer of the outcome of the complaint and issues them a document confirming it.

When exercising liability for defects, the buyer has the right in particular to:

removal of the defect by repair or by replacing the goods with a defect-free item,
a reasonable discount on the purchase price, or
withdrawal from the contract and a refund of the purchase price,

to the extent and in the order set out by the applicable legal regulations and the nature of the defect. In the case of a justified complaint, the seller bears the costs of returning and delivering the repaired/replaced goods.

VI. Damage to the Parcel During Transport

If, upon taking over the parcel, the buyer finds that it is visibly damaged, we recommend not accepting the parcel or drawing up a damage report with the courier. If damage to the goods is discovered only after unpacking, the buyer should contact the seller without delay (no later than within a few days of taking over the goods) and attach photographic documentation of both the goods and the shipping packaging. The seller resolves such damage by replacing the item or by issuing a refund.

VII. Alternative Resolution of Consumer Disputes

If a consumer is not satisfied with the way a complaint was handled or believes that their rights have been violated, they have the right to contact the seller with a request for redress. If the seller responds negatively or does not respond within 30 days, the consumer has the right to file a motion for alternative dispute resolution under Act No. 391/2015 Coll. The competent authority is the Slovak Trade Inspection (www.soi.sk). The consumer may also use the ODR platform at ec.europa.eu/consumers/odr.

VIII. Final Provisions

This complaints policy is an integral part of the terms and conditions. The seller reserves the right to amend it; the wording in effect at the time a complaint is filed applies to that particular complaint.

This complaints policy takes effect on 1 July 2026.

Have a question about a complaint? See our frequently asked questions or contact us.