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Complaints Policy

This complaints policy is also available in Slovak. Both language versions are equally valid; if you place your order in English, this English version applies to it. If the language versions differ, the interpretation more favourable to you as a consumer applies.

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 exercises rights arising from liability for defects.

If the buyer is a consumer whose habitual residence is in another Member State of the European Union, the choice of Slovak law does not deprive the consumer of the protection afforded by the provisions of the law of the country of their habitual residence that cannot be derogated from by agreement (for example, a longer period of liability for defects).

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 (letter, sending or handing over the goods): eStores, s. r. o., Oravická 617/20, 028 01 Trstená, Slovakia (the seller’s registered office and personal collection point).

II. Liability for Defects (Legal Guarantee) and Its Duration

Where the buyer is a consumer, the seller is liable for any defect that the goods have at the time of delivery (when the buyer or a person designated by the buyer takes them over) and that becomes apparent within 24 months of delivery (the “liability period”, commonly called the “legal guarantee”). If a defect becomes apparent within the liability period, it is presumed to have existed at delivery, unless the contrary is proven or this presumption is incompatible with the nature of the goods or of the defect.

• The liability period starts on the day the buyer, or a person designated by the buyer, takes over the goods.
• If the seller remedies a defect by repair for the first time, the liability period is extended by 12 months. It is extended only once, regardless of the number of repairs.
• If the seller remedies a defect by replacement, it is liable for defects in the replacement goods under Section 619 of the Slovak Civil Code.
• If a longer guarantee is stated for specific goods, it is a guarantee provided beyond the statutory requirements (Section 626 of the Civil Code); its terms are set out by the guarantor in a guarantee statement provided to the buyer no later than on delivery of the goods. The statutory rights arising from liability for defects are not affected.
• Used goods (“Bazár”): goods marked “Bazár” (sold only in the Slovak version of the shop) are used or returned items; their condition is described on the product page under “Stav” (Condition). For consumers, the seller is liable for defects in such goods for 24 months from delivery as well (the statutory period is not shortened). Wear and tear resulting from previous use, to the extent that can reasonably be expected given the degree of that use, is not considered a defect of used goods.
• If the buyer is not a consumer (a legal entity, or a business buying the goods for the purposes of its business), the seller provides a quality guarantee of 12 months from the day the buyer takes over the goods (Section 429 of the Slovak Commercial Code). Such a buyer’s rights arising from defects are governed by the Commercial Code, and the rules of this complaints policy intended for consumers do not apply to them. Merely stating a company ID in the order does not make the buyer a non-consumer — a natural person buying the goods for personal use is a consumer even if they state a company ID in the order.

The official EU harmonised notice on the legal guarantee is available at www.tuningovesvetla.sk/en/legal-guarantee; more information on consumer rights is on the Your Europe portal (europa.eu/youreurope/guarantees).

III. Defects for Which the Seller Is Not Liable

The seller is not liable for defects that arose from or were caused by:

• normal wear and tear proportionate to the length and manner of use,
• mechanical damage after the goods were taken over (e.g. a fall or impact),
• improper installation or incorrect wiring of the goods, unless the installation was carried out by the seller or a person authorised by the seller, or the incorrect installation resulted from shortcomings in installation instructions provided to the buyer by the seller (Article VII of the Terms and Conditions),
• use of the goods contrary to their purpose or technical conditions,
• unprofessional interference with the goods or their modification — for example disassembling the headlight, tampering with its electronics or seals, or a repair carried out by a person other than the seller or a service centre authorised by the seller,
• external influences (e.g. a natural disaster, ingress of moisture as a result of damage, corrosion caused by damage).

Installing the goods in the vehicle as such at a car garage or by another professionally qualified person (removing the vehicle’s original parts, connecting the plug, adjusting the headlight aim) is not interference with the goods that would exclude the seller’s liability for defects. However, the seller is not liable for defects caused by incorrect installation or wiring unless the installation was carried out by the seller or a person authorised by the seller, or the incorrect installation resulted from shortcomings in installation instructions provided to the buyer by the seller. If a defect appears, we recommend not disassembling the goods further or attempting to repair them — this would make it harder to assess whether the seller is liable for the defect.

If the buyer is a consumer and a defect becomes apparent within the liability period, it is presumed that the goods already had the defect at delivery (Article II). If the seller claims that the defect was caused by one of the reasons listed in this Article (for example incorrect installation or mechanical damage after takeover), the seller must prove it. Proof of professional installation is not a condition for making a complaint. If the seller rejects a complaint, whether for one of these or for any other reason, it will always inform the buyer of the reasons in writing (Article V).

IV. Filing a Complaint

The defect must be reported to the seller within two months of the day the buyer discovered it, and no later than by the end of the liability period under Article II (for consumers 24 months, or 12 months longer after the first repair); we recommend reporting it as soon as possible. The buyer may report the defect in particular:

• by e-mail to info@tuningovesvetla.sk,
• by letter to the seller’s registered office stated in Article I, or
• in person at the seller’s personal collection point at the same address (Oravická 617/20, 028 01 Trstená) during opening hours, Monday – Friday 9:00 – 15:00, at other times by arrangement.

Please state the order number (or other details that allow us to find the purchase) and describe the defect, ideally with photos or a video. Attach the invoice (proof of purchase) if you have it; it is not a condition of the complaint. The defect is reported on the day the notice reaches the seller (when reported in person, on the day it is handed over).

For repair or replacement, the buyer hands the goods over to the seller in person or sends them to the address stated in Article I, or makes them available to the seller in another way agreed with the seller. The seller bears the cost of taking over the goods: for a defect for which the seller is liable, it will reimburse the buyer the postage reasonably incurred (Article V). We recommend packing the goods so that they are not damaged in transit and not sending them cash on delivery.

The seller handles complaints in Slovak. If the buyer writes in English, the seller will try to reply in English where possible.

V. Handling the Complaint

Without undue delay after the defect is reported, the seller will confirm to the buyer in writing (on the spot when reported in person, otherwise usually by e-mail) when and how the buyer reported the defect, and will state in the confirmation the period within which it will remedy the defect. This period will not exceed 30 days from the day the defect was reported. The period runs from the day the buyer notified the seller of the defect, not from the day the goods reach the seller. The seller will inform the buyer of the outcome of the complaint in writing.

If the seller is liable for a defect, the buyer is entitled to have the defect remedied by repair or replacement, to a reasonable price reduction or to withdraw from the contract:

• Remedying the defect. The buyer chooses whether they want the goods repaired or replaced. The seller may refuse the chosen remedy only if it is impossible or, compared with the other remedy, would impose disproportionate costs on the seller (taking into account in particular the value the goods would have without the defect, the significance of the defect and whether the other remedy would cause significant inconvenience to the buyer); the seller then remedies the defect in the other way. The seller may refuse to remedy the defect only if neither repair nor replacement is possible or both would involve disproportionate costs.
• Before remedying the defect, the seller informs the buyer (usually in the confirmation of the reported defect) of their right to choose between repair and replacement and that, after the defect is first remedied by repair, the liability period is extended by 12 months (Article II).
• Repair and replacement are free of charge for the buyer. The seller delivers the repaired or replacement goods to the buyer at its own cost, in the same or a similar way as the buyer delivered the goods to the seller, unless agreed otherwise. If the buyer bought new goods, the seller will not replace them with a refurbished or used item (e.g. from the “Bazár” section) unless the buyer requests it. The seller does not charge for normal wear and tear or normal use of the goods before replacement.

Reimbursement of costs. The buyer is entitled to reimbursement of costs reasonably incurred in connection with reporting a defect for which the seller is liable (in particular the postage for sending the goods to the seller). It is enough to request it by e-mail, ideally with proof of payment. The buyer must claim this from the seller no later than two months after delivery of the repaired or replacement goods, payment of the price reduction or refund of the purchase price; otherwise the right lapses (Section 509 of the Slovak Civil Code).

Price reduction and withdrawal. A buyer who is a consumer is entitled to a reasonable price reduction or may withdraw from the contract, even without granting an additional period, if:

• the seller has not repaired or replaced the goods, in particular not within the period stated in this Article,
• the seller has not repaired or replaced the goods in accordance with its obligations under Section 623(7) and (9) of the Civil Code,
• the seller has refused to remedy the defect because neither repair nor replacement is possible or both would involve disproportionate costs,
• the same defect appears despite repair or replacement,
• the defect is so serious that it justifies an immediate price reduction or withdrawal, or
• the seller has declared, or it is clear from the circumstances, that it will not remedy the defect within a reasonable time or without significant inconvenience to the buyer.

The buyer may not withdraw from the contract if the defect is minor or if the buyer contributed to it; the seller must prove this. Where several items were bought, the buyer may withdraw only in respect of the defective item, and in respect of the other items only if the buyer cannot reasonably be expected to want to keep them without the defective item. The price reduction must be proportionate to the difference between the value of the goods with the defect and the value they would have without it.

After withdrawal, the buyer returns the goods to the seller at the seller’s cost. The seller refunds the purchase price no later than 14 days from the day the goods were returned or the buyer proved that they were sent, whichever is earlier. The seller pays the refund or price reduction using the same means of payment the buyer used, unless the buyer expressly agrees otherwise (for cash on delivery, by bank transfer to an account the buyer provides for this purpose, otherwise in cash or by another method the buyer agrees to); the seller bears all costs of the payment. The seller does not charge for normal wear and tear or normal use of the goods before withdrawal.

Rejection of a complaint. If the seller rejects liability for a defect (rejects the complaint), it will notify the buyer of the reasons in writing (usually by e-mail). If the buyer proves, by an expert report or an expert opinion issued by an accredited person, that the seller is liable for the defect, the buyer may report the defect again and the seller may then not reject liability for the defect. The time limits for reporting a defect under Article IV do not apply to such a repeated report. The seller will reimburse the consumer for the reasonable cost of the expert report or opinion; the consumer must claim it from the seller no later than two months after delivery of the repaired or replacement goods, payment of the price reduction or refund of the purchase price, otherwise this right lapses.

VI. Damage to the Parcel During Transport

If the buyer notices on receipt that the shipment is visibly damaged, we recommend refusing it or recording the damage with the courier. If damage is found only after unpacking, we recommend contacting the seller as soon as possible with photos of the goods and the packaging; this makes the claim with the carrier easier. This does not affect the buyer’s rights arising from liability for defects. The seller remedies such damage by replacing or repairing the item, as the buyer chooses (Article V); at the buyer’s request, the seller may refund the money instead by agreement. The buyer’s other rights under Article V are not affected.

VII. Alternative Resolution of Consumer Disputes

If a consumer is not satisfied with the way a complaint was handled or believes that the seller has infringed their rights, they have the right to contact the seller with a request for redress. If the seller rejects the request for redress or does not respond to it within 30 days of the date it was sent, the consumer has the right to file a motion to initiate alternative dispute resolution under Act No. 391/2015 Coll. The competent body is the Slovak Trade Inspection (www.soi.sk), or another body entered in the list of alternative consumer dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic (details in Article XI of the Terms and Conditions). This does not affect the consumer’s right to go to court.

VIII. Final Provisions

This complaints policy is an integral part of the terms and conditions. The seller reserves the right to amend it; a complaint about goods from a particular order is governed by the wording in effect at the time the order was submitted. Where a provision of a later version is more favourable to the consumer, the seller will apply it.

This complaints policy takes effect on 9 October 2026 at 4:30 (Slovak time) and applies to orders submitted from that moment.

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