Complaints procedure and withdrawal from the contract ("Complaints procedure")
This is an agreement between MEGABOOKS SK, spol. Ltd. ("Provider") and customers ("User"), which follows the General Terms and Conditions and regulates the rules for complaints about goods purchased on the website megabooks.sk ("Website").
The user is obliged to carefully read not only this Complaints Procedure, but also other documents that apply to the use of the website (including, but not limited to, the rules, conditions and other relevant information published on the website ("related documents"). does not agree with these Complaints Rules, we ask him not to use the website.
The Provider reserves the right to amend these Complaints Procedure and other related documents at any time and, if it does so, to publish these changes on the website without undue delay. If some provisions or parts of the Complaints Procedure change or lose their validity or effectiveness, this does not affect the validity or effectiveness of other provisions of the Complaints Procedure.
The user is obliged to inspect the goods upon receipt. He is not entitled to a refund, resp. exchange of goods that are free of defects. If he finds mechanical damage to the packaging of the goods, the user is obliged to check the condition of the goods and in case of damage to make a record of damage, which he will sign together with the carrier's representative.
Warranty and claims
Warranty service is provided by the provider. The provider is responsible for the damage that the goods have when taken over by the user and during the warranty period. The warranty period is 24 months and starts from the date of receipt of the goods by the user. The warranty does not apply to normal wear and tear of the goods caused by its use and to goods purchased after the discount agreed due to the defect.
If the user finds defects in the goods for which the provider is responsible, he is obliged to file a complaint with the provider without undue delay, while the complaint must be notified to the provider by e-mail to firstname.lastname@example.org or by phone at 02 - 69 30 78 11, within 48 hours from the receipt of the goods.
The user can make a complaint by mail (as a registered item, not as a cash on delivery) or directly in the provider's stores designated for this purpose, which are listed on the website. The user is obliged to enclose all documents related to the purchase of goods - especially the invoice and confirmation of receipt of goods from the carrier - and state the reason for the complaint and a description of the defects of the goods. The costs of transporting the claimed goods from the user to the provider are borne by the user.
The provider will handle the complaint within 30 days of its application and receipt of the claimed goods. The provider will send a confirmation of the complaint to the user by e-mail without undue delay upon receipt. The user will be informed about the result of the complaint immediately after the end of the complaint procedure by e-mail, through which he will receive a document on the handling of the complaint (complaint protocol).
After the expiration of the period for handling the complaint, the user has the right to withdraw from the contract or has the right to exchange the goods for new goods.
The period from the exercise of the right from liability for defects to the time when the user was obliged to take over the goods after the end of the complaint does not count towards the warranty period. If the goods are exchanged, the warranty period begins to run again from the receipt of the new goods.
The user is entitled to reimbursement of the necessary costs incurred in connection with the exercise of the right of liability for defects. This right must be exercised by the provider no later than one month after the expiry of the period during which the defects are to be alleged; otherwise the right expires.
In the case of defects that can be rectified, the user has the right to have them rectified free of charge, in good time and properly. The Provider is obliged to eliminate the defects without undue delay, no later than within 30 days from the date of the complaint.
Instead of eliminating defects, the user may request the exchange of goods (the same), if the provider does not incur disproportionate costs due to the price of the goods or the severity of the defects.
The provider can always replace the defective goods with perfect ones instead of eliminating the defects, if this does not cause the user serious problems.
If the user is unable to use the goods properly due to the recurrence of the defect after repair or due to a larger number of defects, he has the right to exchange the goods or the right to withdraw from the contract, i. the right to a refund of the purchase price (the user has the right to choose).
In the case of defects which cannot be eliminated and which prevent the goods from being properly used as goods without defects, the user has the right to exchange the goods or has the right to withdraw from the contract (the user has the right to choose).
In the case of other irreparable defects (i.e. those that do not prevent the goods from being properly used as defect-free goods), the user is entitled to a reasonable discount on the price of the goods.
Withdrawal from the contract
The user has the right to withdraw from the contract without giving a reason on the basis of § 7 of Act no. 102/2014 Coll. on consumer protection in the sale of goods or provision of services under a distance or off-premises contract of the seller within 14 days of receipt of the goods or from the date of conclusion of a contract for the provision of electronic content not supplied on tangible media (eg e-books). According to § 7 par. 6 of Act no. 102/2014 Coll. the user does not have the right to withdraw from the contract if it is the subject of:
sale of periodicals with the exception of sales under a subscription agreement and sale of books not supplied in protective cover;
the sale of sound recordings, video recordings, sound recordings, books or computer software sold in protective packaging, if the consumer has unpacked that packaging;
the provision of electronic content other than on a tangible medium, if its provision has begun with the express consent of the consumer and the consumer has stated that he has been duly informed that, by giving his consent, he loses the right to withdraw from the contract;
the sale of goods enclosed in protective packaging which cannot be returned for health or hygienic reasons and whose protective packaging has been broken after delivery.
The User is obliged to exercise the right to withdraw from the contract in writing or by e-mail, and may use the form available in these Complaints Procedure. The withdrawal period shall be deemed to have been observed if he has sent the withdrawal notice no later than the last day of the period. The user is obliged to return the goods within 14 days from the date of withdrawal from the contract, by mail (as a registered item, not as a cash on delivery) or directly in the provider's stores designated for this purpose, which are listed on the website. The time limit for returning the goods shall be deemed to have been observed if the goods have been handed over for carriage no later than the last day of the time limit. The user is obliged to attach to the goods all documents related to the purchase of goods - especially the invoice and confirmation of receipt of goods from the carrier. The cost of transporting the goods from the user to the provider is borne by the user. The goods must be delivered complete, undamaged, preferably in the original packaging and unused, otherwise the provider is not obliged to take over such goods and return the purchase price for the goods. The user is responsible for the reduction in the value of the goods, which arose as a result of such handling of the goods, which is beyond the treatment necessary to determine the properties and functionality of the goods.
All payments made by the user in connection with the conclusion of the contract will be sent to the account provided by the user within 14 days of withdrawal from the contract, but not before the goods in question are delivered to the provider or proven return to the provider. This does not apply to additional costs if the user has chosen a different delivery method than the cheapest standard delivery method offered by the provider.
In case of unauthorized withdrawal from the contract, the goods will be returned to the user at his expense.
Sample withdrawal form
If you wish to withdraw from the contract, please fill out this form and send it to the address below:
via post: MEGABOOKS SK, spol. s r. o., Kopčianska 3748/41 851 01 Bratislava
via e-mail: email@example.com
Phone number: +421 69 30 78 11
The address of the seller and the operator of the online store: MEGABOOKS SK, spol. s r. o., Kopčianska 3748/41 851 01 Bratislava.
I hereby declare that I am withdrawing from the contract for the following goods / from the contract for the provision of this service (*):
Ordered on () / Delivered on ():
--.--.---- / --.--.----
Customer's signature (only in paper form):
* strike out what does not apply
Alternative dispute resolution
If the user is a consumer, he has the right to turn to an ADR entity to protect his consumer rights. During ADR, the consumer works with the ADR entity to resolve the dispute quickly. In the event of a cross-border dispute, the consumer has the right to contact the European Consumer Center, which will provide him with a delivery address, an electronic address or a telephone contact with the ADR entity responsible for resolving his dispute. The possibilities and conditions of alternative dispute resolution are regulated by Act no. 391/2015 Coll. on Alternative Dispute Resolution and on Amendments to Certain Laws. More detailed information on alternative dispute resolution is available on this website, which also maintains a list of ADR entities and also on the SOI.sk website, which is one of the ADR entities. In the event of a dispute with the provider, the user may also submit a proposal to initiate an alternative dispute resolution through the platform located on this website.
In case of any questions regarding the Complaints Procedure, the e-mail address of the provider firstname.lastname@example.org is available to the user.