This article deals with the law of the Slovak Republic and its application by Slovak courts and authorities.
Online shopping is convenient, but sometimes the goods do not match what you ordered – they arrive damaged, non-functional, or break shortly after delivery. In such cases, you as a consumer have clear rights and the seller has an obligation to handle your complaint. The key is knowing how to proceed in order to obtain a remedy.
The basis is to file the complaint as soon as possible after discovering the defect, and always in writing or in a traceable form – for example, by e-mail. Describe the defect, attach proof of purchase, and state what you expect from the complaint: repair, replacement, a reasonable discount, or a refund. The seller is obliged to accept the complaint and issue you a confirmation of its filing.
The seller has a legally set period to handle the complaint and is obliged to inform you of the outcome. If the complaint is rejected, they should justify it. It is also important to note that when shopping online you additionally have the right to withdraw from the contract within the statutory period even without giving a reason – this is a different situation from complaining about a defect, but in practice the two are often confused.
We recommend keeping all communication with the seller, photographs of the defective goods, and proof of purchase. These materials are invaluable if the dispute escalates and it becomes necessary to turn to supervisory authorities or the court. The better you document things, the stronger your position.
If the seller unjustifiably rejects the complaint, drags out deadlines, or refuses to communicate with you, you do not have to feel helpless. There are tools for out-of-court dispute resolution as well as the option to pursue your rights through the courts. Choosing the right approach can help you significantly.
If you are unsure about your rights or need help with a specific complaint, contact our office. We will assess your situation for a fixed agreed price and get back to you within 24 hours – clearly and without unnecessary complications.