Complaints policy

  1. The  DORIMWEB s.r.o. /Kft./ shall be liable for all faults that are found on the sold goods at the time of the takeover by the buyer.
  2. Complaints shall be understood as claims for liability for faults in the goods or services. The buyer has the right to complain about goods purchased through the www.vapezone.sk webshop at the following address: Vodná ul. 2915/11, Komárno 945 01
  3. The buyer must send to the company the original copy of the accounting document together with the goods he or she is complaining about and write the reason for the complaint. In the reason for the complaint, the buyer must state clearly and unequivocally the facts he or she is complaining about, the rights he or she wishes to assert against the company for liability because of the fault and his or her contact details for communication purposes. The buyer must send the goods complained about to the company at his own expense and risk.
  4. The buyer can complain only about faulty (damaged) goods. The buyer must check the goods immediately after the delivery. We are unable to take back goods that have been opened because of hygiene reasons, unless the product is found to have a manufacturing fault when inspected.
  5. If the fault can be eliminated, the buyer has the right to have it removed free of charge, in a timely and orderly manner. The seller is obliged to eliminate the fault without undue delay, i.e. within 30 days of the date of the complaint. The company is always entitled to replace the faulty product to a flawless product instead of eliminating the fault.
  6. The buyer may request the replacement of the goods instead of eliminating the fault, provided that the company does not incur disproportionate costs in view of the price of the goods or the seriousness of the fault. If the fault cannot be eliminated or if it prevents the goods from being used as goods without the fault, the buyer has to the right to request replacement of the goods or withdraw from the contract.
  7. If there is a fault, which cannot be eliminated but it does not prevent the goods from being used as goods without the fault, the buyer is entitled to an appropriate discount instead of the right to replace the goods.
  8. If the buyer has the right to replace the goods or to withdraw from the contract, it is up to the buyer to decide which one of the two rights to exercise. However, once the buyer chooses one of these rights, there will be no possibility to change his or her choice.
  9. The complaint shall be deemed to have been settled if the complaint procedure is completed with the delivery of the repaired goods, the replacement of the goods, the refund of the purchase price of the goods, the payment of an appropriate discount from the price of the goods, a written request of accepting the fulfilment or a reasoned refusal.
  10. The company is obliged to give the buyer a confirmation about receiving the complaint. Confirmation of receiving the complaint includes a copy of the complaint record containing a note of receiving the complaint or a message addressed to the buyer containing written notification of receiving the complaint. Confirmation of receiving the complaint may be sent to the buyer’s email address or any other (postal) address, indicated by the buyer in the description of the complaint for communication purposes. The company will immediately determine how the complaint will be dealt with, in complex cases within 3 working days of validation of the complaint at the latest, and in justified cases within 30 days of the date of validation at the latest. The company is also bound by the buyer's decision as to which right he or she wishes to exercise under the complaints policy, subject to the above limitations. The company will inform the buyer of this by sending a notification to the buyer's e-mail address or other (postal) address, which the buyer has indicated in the description of the complaint for communication purposes. Once the method of settlement of the complaint has been determined, the complaint will be settled immediately, in justified cases the complaint may be settled later, but the settlement of the complaint may not take longer than 30 days from the date of the validation of the complaint. After the deadline for settling the claim has expired, the buyer has the right to withdraw from the contract or to exchange goods for new goods.
  11. The company is obliged to issue a written confirmation of the complaint to the buyer within 30 days of the complaint being validated. Written confirmation of the settlement of the complaint includes a copy of the complaint record containing a record of the settlement of the complaint, or a letter addressed to the buyer containing written notification of the settlement of the complaint. Confirmation of accepting the complaint may be sent to the buyer’s email address or other (postal) address, indicated by the buyer in the description of the complaint for communication purposes.
  12. The liability for faults of the goods, including the guarantee of quality, shall be governed by the relevant provisions of the Commercial Code in relations between the company and a non-consumer buyer within the meaning of Act No. 250/2007 Coll. on Consumer Protection, as amended several times.

publication: 07 July 2022
DORIMWEB s.r.o.