Complaints Policy

valid from 17.11.2025

1. General provisions

These complaint rules govern the conditions and procedure for exercising the Buyer's rights arising from defects in goods purchased from Panchlora s. r. o.

The Complaints Procedure is binding for all Buyers who make purchases via the e-shop www.panchlora.sk.

The rights and obligations of the contracting parties are governed by the Commercial Code and these terms and conditions.

2. Making a complaint

The Buyer is obliged to inspect the goods upon receipt and immediately report any visible defects or damage to the carrier and the Seller.

Complaints can be submitted in writing by email to info@panchlora.sk or by registered letter to the company's registered office.

The complaint must include the Buyer's identification, proof of purchase, a detailed description of the defect, and a proposed solution.

3. Deadline for filing a complaint

The buyer is obliged to file a complaint without undue delay after discovering the defect.

The warranty period for goods is 12 months from the date of receipt of the goods, unless otherwise agreed.

The warranty does not apply to biological material or perishable goods, unless expressly stated otherwise.

4. Method of handling complaints

After receiving the complaint, the seller will assess its validity and decide on the method of its resolution.

In the event of an accepted complaint, the Seller may, depending on the nature of the defect:

– deliver the missing goods,

– exchange the goods for flawless ones,

– provide an appropriate discount on the price,

– refund the purchase price for the goods subject to complaint.

The Buyer shall be informed of the outcome of the complaint in writing (by email or letter).

5. Costs associated with complaints

The costs associated with transporting the goods subject to complaint shall be borne by the Buyer, unless otherwise agreed with the Seller.

In the event of a justified complaint, the Seller may reimburse these costs or provide substitute performance.

6. Final provisions

These complaint rules are an integral part of the General Terms and Conditions of Panchlora s. r. o.

The seller reserves the right to amend and supplement these complaint rules. The current version is always published on the website www.panchlora.sk.