VALTEC spol. s r. o.
Lieskovská cesta 13, 962 21 Lieskovec, Company ID: 36 628 484
registered in the Commercial Register of the District Court Banská Bystrica, Section: Sro, File No.: 9516/S
(hereinafter referred to as “VALTEC”)

General Provisions

1. This Complaints Procedure governs the method and place of submitting complaints, the procedure for handling complaints, and the method of carrying out warranty repairs in the event of a defect in goods or services. It applies to goods and services sold by VALTEC as the seller to consumers or business partners. The terms used in this Complaints Procedure have the meaning defined in the General Terms and Conditions of VALTEC. Complaints are handled in accordance with this Complaints Procedure and in compliance with the following regulations:

a. Act No. 40/1964 Coll., the Civil Code
b. Act No. 513/1991 Coll., the Commercial Code
c. Act No. 108/2024 Coll. on Consumer Protection,
d. Act No. 391/2015 Coll. on Alternative Dispute Resolution for Consumer Disputes
e. General Terms and Conditions of VALTEC.

2. The consumer has familiarized themselves with the warranty and complaint conditions prior to purchasing the goods or services and has confirmed their consent thereto.
3. Complaints are handled during business hours at the registered office of VALTEC in the store between 07:30 and 16:00, or by sending the goods to the VALTEC address.
4. Contact details of VALTEC

registered office: VALTEC spol. s r.o., Lieskovská cesta 13, 962 21 Lieskovec
email: eshop@valtec-shop.com
telephone: +421 918 760 086

1. Warranty period and deadlines for lodging a complaint

1. The consumer has the right to lodge a complaint within a period of 24 months from the purchase of the goods, unless a different period is stated on the goods or in the warranty certificate.
2. The day of lodging a complaint shall mean the day on which the claimed goods, together with all required documentation, are delivered to VALTEC.

2. Goods not subject to warranty repair

1. The consumer is obliged to use the goods only for their intended purpose, in accordance with the instructions for use, and to comply with generally known rules and procedures. The warranty applies only to defects not caused by the consumer, i.e. defects arising as a result of faulty material or manufacturing defects. The warranty does not apply to defects that arise in particular as a result of:

a. improper handling and failure to follow the instructions stated in the operating manual (overloading, dropping, lifting by the power cable, …)
b. wear and tear caused by normal use (carbon brushes, bearings, power cable)
c. neglect of necessary maintenance, care, and cleaning of the product
d. improper maintenance (e.g. failure to blow out dust with compressed air when working in a dusty environment)
e. damage caused by foreign objects (e.g. sand, stones)
f. intervention by an unauthorized person
g. use of unsuitable spare parts
h. natural disasters (rain, ice, snow, flood, …)
i. use of the tool for purposes inconsistent with its intended use
j. obvious overloading of the tool due to continuous exceeding of its maximum performance limits (tools for household use being used for professional purposes)
k. carelessness (connection to an incorrect power supply)
l. use of fuel past its storage life
m. overheating due to contamination of the fan cover.

3. Method of lodging a complaint

1. If the consumer is entitled to lodge a complaint, VALTEC is obliged to properly assess the complaint and decide on its resolution immediately, in more complex cases within three working days, but no later than within 30 days. This period does not include the time required for expert assessment of the defect. The period begins on the day the product, together with all required documentation, is delivered to VALTEC. When lodging a complaint, the consumer is obliged to submit: a.   a copy of the proof of purchase (receipt or invoice) b.   the warranty certificate.

2. Upon acceptance of a complaint, VALTEC shall issue a written confirmation describing the claimed defect of the product (hereinafter also referred to as the “complaint record”).

3. For proper assessment of the complaint, it is necessary that the claimed product is complete (including all supplied accessories) and clean.

4. If the defect can be remedied, the consumer has the right to its free, proper, and timely repair. VALTEC may replace a non-repairable product with a new product of the same type and technical parameters. If the product is an older model that is no longer available on the market, it shall be replaced with an adequate substitute whose technical parameters fully correspond to those of the non-repairable product.

5. A complaint shall be deemed resolved at the moment the consumer is notified of the method of its resolution. The consumer will be informed of the method of resolution by e-mail. If the consumer provides incorrect contact details and, for this reason, it is not possible to inform them of the method of resolution, the complaint shall be deemed resolved based on written notification of the resolution sent by e-mail on the 3rd day following delivery of the e-mail.

6. When collecting the goods, the consumer is required to present a copy of the complaint record issued at the time the complaint was filed.

7. If it is determined that the claimed goods are not defective or do not meet the criteria for a warranty claim, the complaint shall be deemed unjustified and the claimed goods shall be returned to the consumer. In relation to the consumer, VALTEC reserves the right to request reimbursement of costs (transport costs, costs of defect assessment) incurred in connection with an unjustified complaint. In the event of outstanding receivables, VALTEC is entitled to exercise a right of retention (§ 151 of the Civil Code).

8. If the consumer fails to collect the resolved complaint within the prescribed period (within 30 days from the date the complaint was filed), VALTEC may charge the consumer a storage fee of EUR 1.00 for each day of delay for a period of up to 6 months. After this period, VALTEC reserves the right to dispose of the goods.

9. ALTERNATIVE DISPUTE RESOLUTION Information on alternative dispute resolution is set out in Article 6 of the General Terms and Conditions.

10. FINAL PROVISIONS Information concerning the provision and processing of personal data is available in the Personal Data Protection document. This Complaints Procedure is effective as of 1 July 2024.

Documents for download:

• Defect Claim Form