Claims procedure

Dear customers of our online wine shop,

we process each of your orders with the greatest care and thoroughness . Each order is carefully inspected before shipping to ensure you receive exactly what you ordered in perfect condition.

We use only reputable courier services to transport our shipments to ensure the highest possible level of reliability and safety. However, even with our best efforts, mistakes can happen because we too are only human. If there is any problem with your order and you need to complain about it, we recommend that you read our Complaints Policy. This document governs the terms of the complaint between us as the seller and you as the buyer.

Our goal is to find a solution that will suit you!

We strive for your complete satisfaction by offering only quality products that we believe are good value for money. If, despite our best efforts, there is a reason for a complaint, please follow the steps below so that we can deal with your complaint as quickly as possible.

Don't forget that our helpful customer support staff is always at your disposal. If you have any problem, don't hesitate to contact them. They will try to solve your problem even without filing a complaint - because where there's a will, there's a way!

In every situation, we try to find the optimal solution that will suit your needs!

COMPLAINTS PROCEDURE
(responsibility for defects, warranty, complaints)

Seller:  Valsesia, s.r.o., Stromová 463/10, 962 33 Budča, Slovak Republic, ID number: 36 626 031 registered in the OR of the District Court of Banská Bystrica, dept. Ltd., insert no. 9202/S

This complaints procedure regulates the method and place of complaints, the procedure for dealing with complaints and the method of processing them.

This complaint procedure is governed by the relevant provisions of the Civil Code and Act No. 108/2024 Coll. on consumer protection and amending certain laws.

 

1. The seller is responsible to the buyer that the goods are free of defects upon receipt. In particular, the seller is responsible to the buyer that at the time the buyer took over the goods:

• the goods have the properties agreed upon by the parties, and if there is no agreement, they have the properties that the seller or manufacturer described or that the buyer expected with regard to the nature of the goods and based on the advertisement made by the seller,
• the goods are suitable for the purpose that the seller states for their use or for which goods of this type are usually used,
• the goods correspond to the quality or design of the agreed sample or design, if the quality or design was determined according to the agreed sample or design,
• is the goods in the corresponding quantity or weight and
• the goods comply with the requirements of legal regulations.

2. If the defect becomes apparent within six months of the buyer receiving the goods, it is considered that the goods were already defective upon receipt. The buyer is entitled to exercise rights from a defect that occurs in consumer goods within twenty-four months of receipt. This provision does not apply to goods sold at a lower price due to a defect for which a lower price was agreed upon, to wear and tear of the goods caused by their usual use, to used goods due to a defect corresponding to the degree of use or wear and tear the goods had when taken over by the buyer, or if it follows from the nature of the goods.                                                                                                                                                                                                                                                               
3. In the event of a defect, the buyer can submit a complaint to the seller and demand:

• if it is a defect that can be removed:
• free removal of a defect in the goods,
• exchange of goods for new goods,
• if it is a defect that cannot be removed:
• a reasonable discount from the purchase price,
• withdraw from the contract.

4. The buyer has the right to withdraw from the contract,

• if the goods have a defect that cannot be removed and which prevents the item from being properly used as a defect-free item,
• if he cannot use the goods properly due to the repeated occurrence of a defect or defects after repair,
• if he cannot properly use the goods due to a large number of defects in the goods.

5. The seller is obliged to accept the complaint only at the registered office or place of business. The consumer can also file a complaint with a person designated by the seller. If the consumer's complaint is handled by a person appointed by the seller, the latter can only handle the complaint by handing over the repaired goods, otherwise the complaint will be forwarded to the seller for handling. The seller is obliged to issue a written confirmation to the buyer of when the buyer exercised the right, what the content of the claim is and what method of settlement of the claim the buyer requires, as well as a confirmation of the date and method of settlement of the claim, including a confirmation of the completion of the repair and its duration, or a written justification rejection of the claim.                                                                                                                                                                                                                        
6. If the consumer files a complaint, the seller or an employee authorized by him or a designated person is obliged to inform the consumer about his rights resulting from defective performance. Based on the consumer's decision, which he exercises from the rights arising from the defective performance, the Seller or an employee authorized by him or a designated person is obliged to determine the method of processing the complaint immediately, in complex cases no later than three working days from the date of application of the complaint, in justified cases, in particular if a complex technical evaluation of the condition of the goods is required, no later than 30 days from the date of application of the complaint. After determining the method of processing the claim, the claim, including the removal of the defect, must be processed immediately, while in justified cases the claim can be processed later. However, handling of the complaint, including the removal of the defect, may not take longer than 30 days from the date of application of the complaint. The futile expiration of this period is considered a material breach of the contract and the buyer has the right to withdraw from the purchase contract or has the right to exchange the goods for new goods. The moment of application of the complaint is considered to be the moment when the buyer's will is manifested (exercise of the right from defective performance) to the seller.                                                                                                                                                                                                                                                                                                                                      
7. The seller informs the buyer about the result of the claim, no later than 30 days from the date of the claim.                                                                                                                                                  
8. The right from defective performance does not belong to the buyer if the buyer knew before taking over the item that the item had a defect, or if the buyer caused the defect himself.                                                                                     
9. In the case of a justified complaint, the buyer has the right to compensation for the purposefully incurred costs incurred in connection with the application of the complaint. The buyer can exercise this right at the seller within a period of one month after the expiry of the warranty period.                                                                                                                                                                                         
10. The buyer has the choice of the method of complaint and its handling, if there are several options.                                                                                                                                                                                          
11. The rights and obligations of the contracting parties regarding rights from defective performance are governed by Sections 499 to 510, Sections 596 to 600 and Sections 619 to 627 of Act No. 40/1964 Coll. of the Civil Code as amended and Act No. 108/2024 Coll. on consumer protection and amendments to certain laws.                                                                                                                               
12. An integral part of the Complaints Procedure is the Complaints Form, which is used to file a complaint.