• The Buyer may submit a complaint by sending a completed complaint form together with the goods being claimed to the following address:

LetroLand s. r. o., Kráľovohoľská 6150/1, 974 11 Banská Bystrica, Slovakia. Along with the goods, the Buyer must submit all accessories, proof of payment, and, if applicable, the warranty certificate—if the goods are subject to an extended warranty period and are being claimed within that period.

  • The complaint form is available for download here.
  • The Seller is obliged to issue a confirmation to the Consumer when a complaint is submitted. If the complaint is submitted via remote means of communication, the Seller must send the confirmation to the Consumer immediately; if immediate delivery is not possible, it must be provided without undue delay, but no later than together with the document regarding the handling of the complaint. A confirmation of complaint submission does not need to be sent if the Consumer can prove the submission of the complaint by other means.
  • If the Consumer submits a complaint about goods duly and in time, the Seller or an authorized employee must decide on the complaint immediately; in more complex cases, within three working days. This period does not include the time required for expert assessment of the defect. The complaint must be resolved within no more than 30 days. The Seller shall send the Consumer a written document regarding the resolution of the complaint.
  • If the Consumer submits a complaint within the first 12 months from the date of receiving the goods, the Seller may reject the complaint only on the basis of an expert assessment. Regardless of the outcome of the expert assessment, the Consumer cannot be required to cover the costs of the assessment or any other related costs. The Seller must provide the Consumer with a copy of the expert assessment justifying the rejection of the complaint no later than 14 days from the date the complaint is resolved. This does not affect the Seller’s obligation to issue a written document on the resolution of the complaint no later than 30 days from the date of its submission.
  • If the Consumer submits a complaint after 12 months from receiving the goods and the Seller rejects it, the person handling the complaint must indicate in the complaint resolution document where the Consumer can send the goods for expert assessment. If the goods are sent for expert assessment to the designated person, the Seller bears the cost of the expert assessment as well as all other reasonably incurred related costs, regardless of the outcome. If the Consumer proves the Seller’s liability for the defect through expert assessment, they may submit the complaint again; during the expert assessment, the warranty period is suspended. The Seller must reimburse the Consumer within 14 days from the re-submission of the complaint for all costs of the expert assessment as well as all other reasonably incurred related costs. A re-submitted complaint cannot be rejected.
  • The Seller keeps a record of complaints, containing information on the date the complaint was submitted, the date and manner of its resolution, and the serial number of the complaint confirmation.
  • The resolution of a complaint does not affect the Consumer’s right to claim damages under Act No. 294/199 Z.z. on Liability for Damage Caused by a Defective Product, as amended by Act No. 451/2004 Z.z. and later amendments.

MODEL WITHDRAWAL FORM

(fill out and send only if you wish to withdraw from the contract)

Business name: LetroLand s. r. o.

Registered office: Kráľovohoľská 6150/1, 974 11 Banská Bystrica

Company ID (IČO): 56376880, Tax ID (DIČ): 2122288861

Registered in: Commercial Register of the District Court Banská Bystrica, Section: Sro, Insert No.: 49684/S

e-mail: Info@letrolamp.sk

web: www.letrolamp.com

phone: 0949 478 488

I/We (*)

Name and surname: ……………………………………………………………

Address: ……………………………………………………………

Date of birth: ……………………………………………………………

hereby give notice that I/we (*) withdraw from the contract for the delivery or provision of the following product:

…………………………………………………………………………………………………………………………….

Reason for withdrawal (optional):

……………………………………………………………………………………………………………………………………

……………………………………………………………………………………………………………………………………

Order date / Date of receipt (*) ………………………………….

Date …………..

__________________________________

Signature of consumer(s) (*)(only if this form is submitted on paper)

(*) Delete as appropriate.