Complaints procedure and warranty terms
Gastronova Food Trucks s.r.o., with its registered office at Svätovavrinecká 13920/10, 831 01 Bratislava – Nové Mesto district, Company ID (IČO): 54700515, Tax ID (DIČ): 2121763281, VAT ID (IČ DPH): SK2121763281, registered in the Commercial Register of the Slovak Republic (hereinafter the “seller”), issues this complaints procedure:
General provisions
This complaints procedure governs the conditions of liability for defects of goods sold and how the buyer can exercise these rights under Act No. 40/1964 Zb. Civil Code, as amended, and Act No. 250/2007 Z.z. on Consumer Protection, as amended, in the online shop www.gastronova.eu. The complaints procedure forms part of the terms and conditions. By ticking the box before submitting the order, the buyer confirms that they have read and agree to all provisions of the terms and conditions.
Warranty and complaints
- The standard warranty period is 12 months from the handover of the goods.
- For some products (especially trailers), it is possible to agree on an extended warranty of 24 or 36 months.
The conditions of an extended warranty (service inspections, any surcharge, service network) are always stated in the contract, offer or warranty certificate.
The warranty does not cover, for example:
- normal wear and tear,
- damage caused by improper use, maintenance or unprofessional intervention,
- consumables and parts with a shorter service life.
Complaints
- On taking over the goods, the customer must inspect them and record any obvious defects in the protocol.
- Every defect must be reported without undue delay, within 5 days at the latest of its discovery.
- Complaints can be submitted by email to info@gastronova.eu.
A complaint should include:
- identification of the customer,
- identification of the goods (model, serial number, invoice/contract),
- a description of the defect + ideally photos.
We remedy defects within a reasonable period, usually within 45 days at the latest.
The method of resolution (repair, replacement of a part, price reduction) is chosen by the Supplier.
Inspection of goods upon receipt
The buyer is obliged to check the completeness and faultless condition of the product immediately. Subsequent complaints regarding the quantity or type of goods can only be accepted if the buyer proves that the goods already had the claimed defects at the time of receipt from the carrier.
If a consignment delivered by courier is incomplete or damaged, the buyer is obliged to inform the carrier immediately and contact the seller by phone at +421 910 320 684 or by e-mail at info@gastronova.eu, or by filling in the complaint form.
When receiving the consignment, the buyer is obliged to check the condition of the packaging. If the packaging is damaged and there is suspicion that the goods are damaged, the buyer is obliged to draw up a damage report with the courier. The damage must be reported to the seller no later than 12 hours after delivery. Subsequent reports of mechanical damage that could have been detected upon receipt of the goods will not be taken into account.
In the case of personal collection, the buyer is obliged to check the goods immediately and report any obvious defects at once.
Liability for defects of goods sold
The seller is liable for defects that the goods have upon receipt by the buyer. For goods sold at a reduced price, the seller is not liable for the defect for which the price was reduced. The seller is also liable for defects that occur during the warranty period. The buyer is obliged to notify defects without undue delay after having had the opportunity to inspect the goods.
Warranty period
The warranty period for goods or services purchased by a buyer who is a natural person in the online shop www.gastronova.eu is 24 months under the Civil Code.
The warranty period for goods purchased by a buyer who is a legal entity is 12 months under the Commercial Code.
The warranty period starts on the day the buyer receives the goods.
Expiry of rights
Rights arising from liability for defects expire if the buyer does not make a complaint within the warranty period.
Right to make a complaint
If the buyer discovers that the delivered goods are defective, they have the right to make a complaint about the defect. The buyer is obliged to report defects to the seller without undue delay and must not continue to use the product in a way that could worsen the damage.
Where a complaint can be made
A complaint can be made by sending the claimed goods to the address:
Gastronova Food Trucks s.r.o.
Svätovavrinecká 13920/10
831 01 Bratislava – Nové Mesto
A copy of the invoice and a description of the defect must be enclosed with the consignment. We recommend sending the goods by registered mail and insuring them. Cash-on-delivery consignments will not be accepted. The seller recommends sending the goods in their original packaging to prevent damage during transport.
What can be claimed
Only goods purchased from the seller can be claimed. The invoice enclosed with each item serves as the warranty document.
A complaint cannot be made for defects caused by improper use, improper storage, mechanical damage, neglected maintenance or normal wear and tear.
Information on the buyer’s rights
If the defect is remediable, the buyer has the right to have it removed free of charge, in a timely and proper manner. The seller is obliged to remove the defect without undue delay.
Instead of having the defect removed, the buyer may request replacement of the item or of a component, provided this does not cause the seller disproportionate costs.
Instead of a repair, the seller may replace the product with a fault-free one.
If the defect is irremediable and prevents proper use of the item, the buyer has the right to a replacement of the product or may withdraw from the contract.
For other irremediable defects, the buyer has the right to a reasonable discount on the price of the product.
Buyer’s right of choice
The buyer has the right to decide which of these rights to exercise. The seller is obliged to determine how the complaint will be handled immediately, in complex cases within 3 working days, but no later than 30 days from the date the complaint was made.
Complaints may be resolved by: repair of the product, replacement of the product, refund of the purchase price, a discount on the price of the product, written rejection of the complaint or a request to collect the performance.
Handling of complaints
The complaint will be handled no later than 30 days from the day it was made. After this period, the buyer has the right to withdraw from the contract or request replacement of the product with a new one.
Confirmation of complaint
The seller will issue the buyer with a confirmation of the complaint. If it cannot be issued immediately, it will be delivered later, at the latest together with the document confirming how the complaint was handled.
Document confirming the handling of the complaint
The seller will issue a written document confirming how the complaint was handled no later than 30 days after the complaint was made.
Record of complaints
The seller keeps a record of complaints containing the date the complaint was made, the method of resolution and the number of the document confirming its handling. The record will be made available at the request of the supervisory authority.
Information on alternative dispute resolution
If the buyer is not satisfied with the way the complaint was handled, they have the right to contact the seller with a request for redress at info@gastronova.eu or by phone at +421 910 320 684.
If the seller does not respond within 30 days or responds negatively, the buyer may submit a proposal for alternative dispute resolution through the Slovak Trade Inspection: www.soi.sk
The buyer may also lodge a complaint via the European ODR platform: https://ec.europa.eu/consumers/odr/
Privacy policy
The seller processes the buyer’s personal data for the purpose of handling the complaint in accordance with applicable legislation. The buyer has the right to access the data, have it corrected, restrict its processing and the right to lodge a complaint with the Office for Personal Data Protection of the Slovak Republic.
The buyer may send questions regarding the processing of personal data to info@gastronova.eu.