Complaints policy

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regulating the terms and conditions of the complaints procedure between the operator /seller and the buyer/customer (hereinafter referred to as "CP")

Introductory provisions
1. The operator (seller) in the Greg & Rich online shop is Greg &Rich s.r.o., Dubcekova 2663/14 
Nove Mesto nad Vahom 915 01, Slovakia
2. The customer (buyer) in the online shop is any natural person or legal entity which sends an electronic form with an order of the goods (product/s or service/s).
3. This Complaints Policy regulates the legal relations between the operator and the customer, in dealing with complaints concerning the correctness and quality of the goods and services provided by the operator.
4. For the purposes of this Complaints Policy a complaint means the exercised right of the buyer following from the liability for defects of goods or services provided to the customer, by which he requires some remedy or replacement of defective performance, or non-performance of the Contract.

Procedure for handling complaints.
1. Under this CP the entitled person may submit a complaint in person, in writing or by an e-mail.
2. From the complaint it must be clear
• who lodged the complaint (name, permanent address),

• subject of the complaint, or what the customer seeks

• to whom the complaint is addressed,

• the date of filing the complaint,

• signature of the customer or authorized person along with a power of attorney.
3. When filing a complaint via e-mail, fax or in writing by the authorized person on behalf of the customer the power of attorney to represent the customer in the matter of the complaint must be attached to the complaint.

4. If the complaint does not contain the particulars referred to in paragraph 2 of this article it will be considered unjustified.
5. The complaint shall have to be resolved no later than within 30 days from the date of submitting the complaint. The seller shall issue a written document to the customer about resolving the complaint.
6. The date of submitting a complaint means the day on which the customer made the complaint. The day of the submission shall be:
• with postal consignments the day of the delivery of the complaint to the registry of the operator´s head office

• in case of personal delivery – the date of the delivery on the copy of the complaint, confirmed by the operator

• in case of delivery by an e-mail – the day of the delivery of the electronic mail message to the e-mail address of the operator.
7. Other legal relations between the operator and the customer not expressly governed by this Complaint Policy shall be governed by the relevant provisions of the individual agreements concluded between the operator and the customer, by the relevant provisions of generally binding legal regulations in force in the territory of the Slovak Republic, and that in the following order.
8. The Operator is entitled to change or supplement this Complaint Policy at any time due to a change of legal regulations and business environment. The operator will determine the current wording of the Complaint Policy by publishing it on its web site. This CP will enter into force and effect from 01.07.2017 and fully replaces the previous CP. The Operator reserves the right to change the CP even without a prior notice.

 
 
 
 
 
 
 
 
 
 
 
 
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