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Cookie policy

Complaints policy

Translation for information, the Slovak version prevails.

Complaints policy

Seller:

PawUp s. r. o.
Jókayho 506/7A, 951 01 Štitáre
IČO: 56068271, DIČ: 2122179389, IČ DPH: SK2122179389
Spoločnosť je zapísaná v registri Okresný súd Nitra, registrácia č. Sro/62633/N
e-mail: [email protected], tel.: +421 908 361 204

1. What we are liable for

We are liable for the goods being free of defects on delivery, that is matching the contract and the description in the shop and having the qualities usual for such goods. You can complain about defects that appear within two years of delivery (§ 619 of the Slovak Civil Code). A defect that appears within this period is presumed to have existed on delivery, unless that contradicts the nature of the goods or the defect. After the first repair the period is extended by 12 months.

Food and other goods past their use-by or best-before date on delivery are defective. Wear from normal use and damage after delivery (for example from wrong storage) are not defects.

2. How to complain

Tell us about a defect without undue delay, at the latest within two months of finding it:

  • online on the page Complaint (you can attach photos),
  • by e-mail to [email protected],
  • by letter or with the goods at our registered address.

Give the order number, the product, a description of the defect and what you ask for. If we ask, send the goods to our registered address; we pay for collecting and returning them. Photos of the defect and the packaging help.

3. Your rights

  • First you choose repair or replacement. If your choice is impossible or disproportionately costly, we offer the other.
  • You may ask for a price reduction or withdraw from the contract if we neither repair nor replace the goods, refuse to, the defect recurs, the defect is serious, or it is clear we will not remedy it in time or without significant inconvenience. You cannot withdraw for a minor defect.
  • On withdrawal we refund the price within 14 days of getting the goods back or proof that you sent them.
  • You are entitled to reasonable costs of the complaint; claim them within two months of the end of the complaint period.

4. Handling

  • We confirm your complaint in writing (by e-mail) without delay, with the time for handling it.
  • We handle complaints free of charge within 30 days at the latest. A longer time is possible only for an objective reason beyond our control, which we will tell you. If we miss the deadline, you may ask for a price reduction or withdraw.
  • Before a repair or replacement we tell you the chosen remedy and about the extended period after a repair.
  • If we reject a complaint we give the reasons in writing. If you then present an expert opinion or a statement of an authorised, notified or accredited person confirming the defect, you may complain again and we can no longer reject it.
  • We let you know the outcome by e-mail.

5. Disputes

If you are not satisfied with how we handled your complaint, ask us for redress at [email protected]. If we refuse or do not reply within 30 days, you can turn to the Slovak Trade Inspection as the ADR body (Bajkalská 21/A, P. O. BOX 29, 827 99 Bratislava, [email protected]), see the terms and conditions.

This policy applies from 12. 11. 2026.

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