Return Policy

Return Policy

  1. General provisions and definitions of terms

This Return Policy was prepared in accordance with the Civil Code as amended (hereinafter referred to as the “Act”), and it applies to consumer goods (hereinafter referred to as the “Goods”), for which the Buyer’s liability rights for errors (hereinafter referred to as the “Claims”) are exercised during the warranty period.

The “Seller” is a trading company POLIMEDEL-SK s.r.o. The “Buyer” is an entity that has entered into a contract (order) with the Seller for the purchase of the Goods.

  1. Warranty conditions

If the Goods show obvious errors, i.e. in particular, if the Goods are sold to the Buyer in a damaged transport package, the Buyer is entitled not to accept the Goods. In such a case, the Buyer’s right to receive proper performance of the Seller or to a refund of the purchase price at the Buyer´s discretion remains applicable.

The warranty does not cover mechanical damage of the Goods caused by the Buyer, application of the Goods in non-compliant or unsuitable conditions, unprofessional handling, neglect of care of the Goods, unprofessional assembly, incorrect handling and use of the Goods, incorrect treatment of the Goods, unprofessional installation. The right to free warranty repair expires also in the event of unprofessional installation, unprofessional commissioning of the Goods, unprofessional handling of the Goods or any unprofessional intervention to the Goods during the warranty period by a person other than the authorized person. At the same time, the Seller reserves the right not to return the money for such Goods and the right not to exchange them for other goods. All warranty repairs are performed free of charge, if the right to file the claim is not expired until the warranty claims are claimed.

The length of the warranty period is governed by the applicable provisions of the Act, i.e. it lasts 24 months, with the exceptions stipulated by the Act. In the case of a specific product (Polimedel), the unopened product has a 5-year warranty from the manufacturer, after opening it has a 2-year warranty period.

The Buyer is entitled to withdraw from the contract (order) in all cases stipulated by the Act. Withdrawal is effective against the Seller from the moment he receives the written statement of the Buyer on withdrawal from the contract (order).

In the event of withdrawal from the contract (order), the contract (order) is cancelled from the beginning, and the parties are obliged to return everything they have provided on the basis of the contract.

  1. Claim settlement

The claim shall be filed at the registered office (operation) of the Seller.

In case the Buyer exercises his right and requires elimination of the defect of the Goods by repair, and the warranty sheet specifies other entity than the Seller for the purposes of warranty repairs of the Goods, whose place of business is in the same place as is the place of the Seller or in the place closer to the Buyer, the Buyer shall file his right to the warranty repair (replacement) at the entity listed in the list of points of sale.

In case it is not possible to apply for a warranty repair (replacement) at an entity other than the Seller, the Seller shall arrange for a warranty repair (replacement). On the day of receipt of the claim, the Seller shall issue a document on Goods claim receipt, in which he shall precisely indicate the defects of the Goods in accordance with the provisions of § 18, par. 5 of the Consumer Protection Act. After settlement of the claim, the Seller shall inform the Buyer by e-mail and, at the same time, deliver a written document on claim handling (claim protocol) by e-mail or registered mail no later than 30 days from the date of the claim.

Furthermore, the Buyer is entitled to request warranty repair (replacement) in authorized service centres, the list of which is given on the Seller’s website, or the Seller will notify them to the Buyer upon request by e-mail or telephone.

The Seller shall decide on the claim immediately, in complex cases within 3 working days. In justified cases, especially if a complex technical assessment of the condition of the product is required, no later than 30 days from the date of the claim filing. After this period, the consumer has the right to withdraw from the contract or the right to exchange the product for a new product.

The Seller is obliged to handle the claim and terminate the claim procedure in one of the following ways:

  1. a) by handing over the repaired Goods,
  2. b) by replacing the Goods
  3. c) refunding the purchase price of the Goods,
  4. d) payment of a reasonable discount on the price of the Goods,
  5. e) reasonable rejection of a claim for Goods.

In a situation where the Goods need to be sent to the Seller or a service centre, the Buyer shall pack the Goods in a suitable packaging that sufficiently protects the Goods and meets the requirements for transport of fragile Goods, and he shall mark the shipment with appropriate symbols.

If the claimed Goods are delivered by post or courier to the company’s registered office, the responsible person will take over the Goods, check the shipment, documentation (invoice, cash check, packaging), the decisive date for the claim period is the date of receipt from a courier or a postal deliveryman. We recommend that you insure the Goods sent. We do not accept deliveries send as cash on delivery.

The responsible person is fully responsible for monitoring the expiration of the period for claims in accordance with the relevant provisions of the Act No. 250/2007 Coll. on consumer protection and the Civil Code, and for immediate contacting of the Customer about handling of the complaint within the period specified by law by e-mail, SMS, or registered letter.

After proper handling of the claim, the Service Centre will invite the Buyer by telephone, e-mail or in another manner agreed with the Buyer to take over the repaired Goods and the complaint protocol, or after mutual agreement, the Goods together with the claim protocol will be delivered to the Buyer in the form of a registered shipment.

During any visit of a service technician at the Buyer, it is necessary to elaborate a report on the detected faults and the method of their elimination. Without such protocol, a visit of a service technician is not taken into consideration.

The right to claim the warranty expires in case of unprofessional installation or unprofessional commissioning of the Goods, as well as in case of unprofessional handling of the Goods.

  1. Final provisions

In case of any claim, the Buyer shall inform the Seller on applying the claim, and he shall agree with him upon the most suitable way of the claim procedure.  With regard to the claim nature, the Seller shall offer the Buyer that he will be visited by a responsible worker, who will perform Goods inspection at the Buyer, or he shall propose to send the Goods to the Seller.

This claim order comes into effect on 23.10.2018. Changes of the claim order are reserved.

In case you want to claim your Goods, contact us.


The warranty period for the Goods is 24 months from the date of concluding the purchase contract (order), unless another warranty period is specified by the manufacturer for the specific Goods. The warranty period of 24 months applies to the sale of Goods for private use [§ 620 par. 1 of the Civil Code]. If the Buyer is an entrepreneur and buys the product for business activities, the warranty period is governed by the manufacturer’s warranty conditions in accordance with § 429 par. 2 of the Commercial Code.

The warranty period is extended by the period, during which the Buyer could not use the Goods due to warranty repair (exchange) of the Goods.

In case of exchanging the Goods for a new one, the Buyer shall receive a document, in which the exchanged Goods will be specified. Any other claims shall be applied on the basis of the original delivery note and this claim document. In case of exchange of Goods, the warranty period begins again from the date of receipt of new Goods, but only for new Goods.

All warranty repairs (replacements) claimed by law are free of charge.

company name

Claim order

Seller: business name: POLIMEDEL-SK s.r.o.
Seat: Partizánska cesta 97, Banská Bystrica, 974 01
Plant: Partizánska cesta 97, Banská Bystrica, 974 01

Company ID: 47890843 Tax ID:2024140041

Registered in the Business register of the District Court Banská Bystrica

Alternative solution of consumers´ disputes

On February 1, 2016, the Act No. 391/2015 Coll. on Alternative solution of Consumer´ Disputes and on Amendments to Certain Laws came into effect. The aim of this law is to create a new opportunity for consumers to resolve their disputes with the seller quickly, efficiently, less formally and, above all, free of charge, or only at minimal costs. It is a matter of achieving a conciliatory solution, or an agreement between the consumer and the seller on the resolution of the dispute, which becomes a binding legal basis after both parties agree with its wording.

The bodies for alternative dispute resolution by law are the Office for the Regulation of Network Industries, the Office for the Regulation of Electronic Communications and Postal Services and the Slovak Trade Inspection. In addition, the Slovak Trade Inspection is in the position of the so-called residual entity, which means that it will also be entitled to settle disputes, for which the competence of other bodies is not determined, apart from disputes arising from contracts for provision of financial services.