Introduction
This complaint procedure is an integral part of the General Terms and Conditions of Colette Boutique s.r.o. (ID: 53 923 804), registered in the Commercial Register of the District Court Bratislava I.
The procedure is issued in accordance with the Civil Code, the Consumer Protection Act, and the Consumer Protection Act for distance sales.
1. Right to Complaint
You have the right to free correction of obvious product defects. A defect is considered obvious if it can be discovered by proper inspection of the product upon delivery.
For hidden defects (defects not visible upon receipt), you have the right to file a complaint within the warranty period specified in the warranty certificate or these terms.
2. Warranty Period
The warranty period is 24 months from receipt of the goods, unless otherwise stated in the warranty certificate. During this period, manufacturer's warranty applies to any defects that occur.
3. How to File a Complaint
You can file a complaint by:
- Email: info@colette.sk
- Phone: +421 908 889 308
- Mail: Colette Boutique s.r.o., Krížna 8, 811 07 Bratislava (Staré Mesto)
- In person: Krížna 8, 811 07 Bratislava
4. Information Required When Filing a Complaint
When filing a complaint, please provide:
- Your name and surname
- Delivery address and contact information
- Order date and order number
- Detailed description of the defect
- Your preferred resolution method (repair, replacement, or refund)
- Photo of the defect if applicable
5. Condition of Complained Goods
When filing a complaint, the complained goods must be:
- Complete with all accessories and original packaging
- In compliance with general hygiene standards
- Without signs of misuse or improper handling
6. Complaint Processing Timeline
Complaints will be handled within:
- Simple cases: Immediately or within 3 business days
- Complex cases: Within 30 days of filing
- Technical assessment required: Up to 30 days if expert evaluation is needed
7. Ways to Resolve Complaints
You may choose one of the following resolution methods:
- Repair: Free correction of the product defect, if technically possible
- Replacement: Exchange for identical goods or goods with better technical parameters
- Refund: Full refund of the purchase price in case of irreparable defect
8. Return of Complained Goods
You must return the complained goods at your own expense. If the goods cannot be returned by post, we will agree on a return method with you.
9. Complaint Resolution Outcome
After complaint resolution, you will receive:
- A confirmation of complaint handling
- Information about the complaint outcome
- The repaired, replaced, or refunded goods with accessories
10. Non-Acceptance of Complaints
A complaint will not be accepted if:
- The defect was caused by improper use or negligence
- The goods were mechanically damaged after receipt
- The defect was caused by natural wear or aging
- The complaint is filed outside the warranty period
11. Consumer Protection Supervision
Compliance with consumer protection obligations is monitored by the Slovak Trade Inspection Office.
In case of dispute, you have the right to contact consumer protection authorities or a court.
12. Contact
If you have questions or need further assistance with a complaint, contact us:
Email: info@colette.sk
Phone: +421 908 889 308
Address: Krížna 8, 811 07 Bratislava, Slovakia
Effective Date: December 1, 2021