Complaints Policy

1. Introductory provisions

This Complaints Policy is an integral part of the Terms and Conditions of the seller PBT PRINT, s.r.o., company ID (IČO) 36 507 164, tax ID (DIČ) 2022036027, VAT ID (IČ DPH) SK2022036027, with its registered office at Jána Nováka 37, 080 04 Prešov, entered in the Commercial Register of the District Court Prešov, section Sro, insert no. 16379/P (hereinafter the “seller”). Premises: Solivarská 28, 080 05 Prešov. It describes the procedure for complaints about goods bought from the seller. The buyer is obliged to read it before ordering and to give the seller the necessary cooperation; if they do not, the time limits are extended accordingly. By concluding the purchase contract and receiving the goods the buyer agrees to this policy. Terms not defined here have the meaning given in the Terms and Conditions.

2. Warranty period

The warranty period is 24 months and starts on the day the buyer receives the goods, unless a special regulation provides for a longer period. The invoice (tax document) serves as proof of warranty; at the buyer’s request the seller will issue a warranty certificate. The warranty period is extended by the time the goods were under complaint. Rights arising from defective performance lapse if not exercised within the warranty period. For consumers, complaints are governed by the Civil Code and Act no. 108/2024 Coll. on consumer protection. A defect that appears within one year of receiving the goods is presumed to have existed at the time of receipt, unless this is inconsistent with the nature of the goods or the contrary is proved.

3. Made-to-measure goods

Goods made to measure (with your own print, motif, name, number, embroidery etc.) cannot be returned and the contract cannot be withdrawn from, because they are made to the buyer’s special requirements. They can, however, be complained about if they have a defect – e.g. a printing or embroidery error, damage to the goods, goods that do not match the confirmed order or the approved proof (a different size, text, colour, number of pieces), material or sewing defects. The following are not considered defects: a slight difference in colour compared with the screen, low quality or resolution of the supplied source file, an error in the text or artwork approved by the buyer, and changes caused by incorrect care (e.g. washing at a higher temperature than stated on the goods, washing with bleach, ironing over the print).

4. Lodging a complaint

On receipt the buyer is obliged to check the parcel together with the carrier (number of packages, undamaged packaging) and is entitled to refuse to accept it if it is incomplete or damaged. Obvious damage or incompleteness must be reported without delay by e-mail to pbtprint@pbtprint.sk and a damage report drawn up with the carrier. A later notice does not deprive the buyer of the right to complain about the goods, but it gives the seller the opportunity to prove that there is no breach of contract.

The buyer lodges a complaint by e-mail to pbtprint@pbtprint.sk or in writing at Jána Nováka 37, 080 04 Prešov (a complaint form may be used); we recommend attaching the order number or a copy of the invoice, a detailed description of the defect with photographs, and contact details. Complained-about goods can be sent to the premises at Solivarská 28, 080 05 Prešov; the parcel must be well secured and clearly marked “COMPLAINT”. The seller will issue the consumer a confirmation of the complaint without delay (by e-mail if the complaint was made by e-mail).

5. Handling the complaint

The seller determines how the complaint will be handled immediately, in complex cases within 3 working days, and handles the complaint, including remedying the defect, no later than 30 days from the day it was lodged. After this period the consumer has the same rights as for a defect that cannot be remedied. The seller issues the consumer a document (by e-mail) on how the complaint was handled, or the reason for rejecting it. If a consumer lodges a complaint in the first 12 months after purchase, the seller may reject it only on the basis of an expert assessment; if it is rejected after 12 months, the seller states in the document where the goods can be sent for expert assessment. The cost of the expert assessment is borne by the seller if its liability for the defect is proved.

The buyer’s rights in case of a defect: for a defect that can be remedied the consumer has the right to have it remedied free of charge (repair) or to have the goods replaced, as they choose, unless this is disproportionately costly; if neither repair nor replacement is possible (for made-to-measure goods in particular if a new piece cannot be produced), the consumer has the right to a reasonable discount on the price or to withdraw from the contract and receive a refund. The same rights apply for a defect that cannot be remedied and prevents proper use, for a defect that recurs after repair, or for several defects. Once a discount has been granted, the same defect can no longer be complained about. The buyer has the right to reimbursement of reasonably incurred costs connected with a justified complaint (in particular postage).

After a justified complaint has been handled, the warranty period is extended by the duration of the complaint; if the goods were replaced with new ones, the warranty period starts again. The seller will inform the buyer of the outcome by e-mail or phone and send the repaired or replaced goods to the buyer’s address. The buyer is obliged to check the goods on receipt; the seller need not accept later objections, but this does not limit the statutory time limits for exercising rights.

6. Exclusions from the warranty

The warranty does not cover defects caused by mechanical damage, use of the goods contrary to their purpose or care instructions (in particular washing at a higher temperature, chemical cleaning, ironing over the print, tumble drying where prohibited), incorrect or unprofessional handling, alteration by the buyer (painting, cutting, bending etc.), neglect of care, natural wear, natural disasters or force majeure. Goods sent in for a complaint are tested only for the defect stated by the buyer; if it turns out that the cause is incorrect care and not a defect in the product, the complaint is rejected.

7. Alternative dispute resolution

If a consumer is not satisfied with how a complaint was handled or believes the seller has infringed their rights, they have the right to ask the seller for a remedy (pbtprint@pbtprint.sk). If the seller rejects the request or does not reply within 30 days, the consumer has the right to file a proposal for alternative dispute resolution under Act no. 391/2015 Coll. The competent body is an authorised legal entity entered in the list kept by the Ministry of Economy of the Slovak Republic (www.mhsr.sk), e.g. the Slovak Trade Inspection (www.soi.sk); the consumer is free to choose.

8. Final provisions

This complaints policy is valid and effective from 25 October 2026 and replaces previous complaints policies.

In Prešov, on 25 October 2026
PBT PRINT, s.r.o.