Complaints procedure

Effective from the date of publication.

1. Introductory provisions

1.1 This complaints procedure sets out how to exercise rights arising from liability for defects in goods bought from the seller: PSFuriel s. r. o., Dlhá nad Oravou 399, 027 55 Dlhá nad Oravou, Slovakia, company ID (IČO): 57032076, tax ID (DIČ): 2122540288, VAT ID (IČ DPH): SK2122540288, registered in the Commercial Register of the Žilina District Court, section Sro, file no. 87996/L. Contact: e-mail: shop@ps-tile.com, phone: +421 917 398 447.

1.2 This procedure applies to buyers who are consumers. It applies to buyers who are businesses by analogy unless agreed otherwise; their rights arising from liability for defects are governed by the Slovak Commercial Code.

2. Liability for defects and warranty period

2.1 The seller is liable for defects that the goods have when the buyer receives them and for defects that appear during the warranty period.

2.2 The warranty period for consumers is 24 months from receipt of the goods. For businesses, the warranty period follows the agreement between the parties, or otherwise the Commercial Code.

2.3 Liability for defects does not cover, in particular:

• defects caused by incorrect or unprofessional installation or by failure to follow the installation instructions or the seller's directions,
• mechanical damage, damage from unsuitable cleaning or chemical products, and normal wear,
• properties and defects of tiles or other material supplied by the buyer,
• dimensional deviations within the manufacturing tolerances stated with the product,
• defects the buyer was made aware of and for which a price reduction was agreed.

3. Making a complaint

3.1 The buyer makes a complaint without undue delay after discovering the defect, by e-mail to shop@ps-tile.com, by phone at +421 917 398 447 or in writing to the seller's registered office.

3.2 In your complaint please give your name and contact details, the order or invoice number, a description of the defect, photos of the defect if possible, and how you would like it resolved.

3.3 If needed to assess the defect, the buyer sends the goods to the seller's address after prior agreement. We do not accept cash-on-delivery shipments. If the goods have already been built in, we agree individually how the defect will be assessed (for example from photos or by inspection).

3.4 The seller gives the buyer a confirmation that the complaint has been made (usually by e-mail) and, once it has been dealt with, a document stating how it was resolved.

4. How and when a complaint is resolved

4.1 If the goods have a defect, the consumer is entitled to have the seller remove it free of charge by repairing the goods or replacing them with goods free of defects. The consumer chooses which, unless the chosen method is impossible or disproportionate compared with the other one.

4.2 If neither repair nor replacement is possible, the seller refuses them, or the defect appears even after repair or replacement, the consumer is entitled to a reasonable price reduction or, if the defect is not minor, to withdraw from the contract and get the purchase price refunded.

4.3 The seller decides how to resolve the complaint without undue delay and resolves it within 30 days of it being made at the latest. If the seller does not resolve the complaint within this period, the consumer may withdraw from the contract or ask for the goods to be replaced.

4.4 If the seller rejects the complaint, the document on its resolution states the reason for the rejection.

5. Costs of a complaint

For a justified complaint, the seller bears the cost of transporting, repairing or replacing the goods.

6. Alternative dispute resolution

If a consumer is not satisfied with the way the seller handled their complaint, or believes that the seller has violated their rights, they may ask the seller for redress by e-mail to shop@ps-tile.com.

If the seller rejects the request or does not reply within 30 days of it being sent, the consumer may file a proposal to start alternative dispute resolution with an alternative dispute resolution body, for example the Slovak Trade Inspection (www.soi.sk). The list of these bodies is published on the website of the Ministry of Economy of the Slovak Republic.

7. Final provisions

7.1 Matters not covered by this complaints procedure are governed by the Slovak Civil Code and Act No. 108/2024 Coll. on consumer protection, and for businesses the Commercial Code.

7.2 This complaints procedure takes effect on the day of its publication on the seller's website. The Terms and conditions also form part of the contractual terms.

7.3 This English text is a translation. The Slovak version takes precedence in case of any discrepancy, subject to mandatory consumer protection rules of the consumer's country.