### Complaints Policy of the Online Store www.mrkebab.eu
#### I. General Provisions
1.1 This Complaints Policy is issued in accordance with Act No. 40/1964 Coll. Civil Code as amended (hereinafter referred to as the “Civil Code”), Act No. 250/2007 Coll. on Consumer Protection as amended (hereinafter “Consumer Protection Act”), Act No. 102/2014 Coll. on Consumer Protection in Distance Selling or Contracts Concluded Outside the Seller’s Business Premises as amended, and Act No. 22/2004 Coll. on Electronic Commerce as amended. It regulates the legal relationship between the Seller, which is:
1.2 **Seller**:
Company name: HOOK, s.r.o.
Registered office: Toryská 6, Košice 040 11, Slovak Republic
Registered in the Commercial Register of the Municipal Court of Košice, Section Sro, Insert No. 13482/V
Business ID: 36216224
Tax ID: 2021691716
VAT ID: SK7020000999
Bank account: SK60 1100 0000 0026 2475 3173
The Seller is a VAT payer.
1.3 The Seller’s email and phone contact:
Email: mrkebab@hook.sk
Phone: +421 903 900 150
1.4 The Seller recommends that consumers exercise their rights regarding liability for defects (claims) at the following address:
**HOOK, s.r.o., Rozvojová 2, 040 11 Košice, Slovak Republic**
1.5 This Complaints Policy governs the rights and obligations of the Buyer, who is a consumer, in exercising their rights related to defects of goods or services within the meaning of the distance contract concluded with the Seller via the Seller’s online store.
1.6 The Buyer is any person (natural or legal) who has concluded a purchase contract with the Seller via the Seller’s website or other remote communication means.
1.7 The Consumer is a Buyer who is a natural person and who does not act within the scope of their business activity when concluding a purchase contract through the Seller’s Website.
1.8 This Complaints Policy governs the legal relationships between Buyers who are consumers and the Seller, except for the provision in clause 4.12 of this Complaints Policy (the Seller's Declaration of Warranty Period in case the Buyer is not acting as a consumer).
1.9 Products (also referred to as “Items” or “Goods”) are goods or services intended for sale and published on the Seller’s Website.
#### II. References
2.1 Legal relationships arising from the Seller's liability for defects of goods or services (as well as other legal relationships that may arise from the contractual relationship) with individuals who do not act within their business activities (consumers) are governed by the Civil Code, along with special regulations, especially Act No. 102/2014 Coll. on Consumer Protection in Distance Selling or Contracts Concluded Outside the Seller’s Premises, and Act No. 250/2007 Coll. on Consumer Protection.
2.2 Legal relationships arising from the exercise of defect-related rights between the Seller and a Buyer who is a legal person or an entrepreneur acting within the scope of their business activity (non-consumers) are governed by Act No. 513/1991 Coll. Commercial Code as amended, except for the provision in clause 4.12 of this Complaints Policy.
2.3 Under §3 para. 1 letter n) of Act No. 102/2014 Coll., the Seller informs consumers that no special codes of conduct have been agreed upon by the Seller.
#### III. Seller’s Liability for Product Defects (Goods and Services)
3.1 The Seller is obliged to deliver the goods or services in accordance with the concluded purchase contract, i.e., in the required quality, quantity, and without defects.
3.2 The Buyer has the right to inspect the goods or services before accepting them.
#### IV. Warranty Period
4.1 Warranty periods commence upon the Buyer’s acceptance of the goods or services. If the goods are to be put into operation by an entity other than the Seller, the warranty period begins from the date the goods are put into operation, provided the Buyer ordered the installation within three weeks of acceptance.
4.2 For items that do not perish quickly or are not used, the Seller is liable for defects occurring after acceptance within the warranty period, which is 24 months. If a usage period is indicated on the item, packaging, or accompanying instructions, the warranty period does not end before this period expires.
4.3 In the case of used items, the warranty period may be shorter, but no shorter than 12 months.
4.4 For items intended for long-term use, special regulations may establish a warranty period longer than 24 months.
4.5 Upon the Buyer’s request, the Seller shall provide a written warranty certificate.
4.8 If an item is replaced with a new one, the warranty period restarts from the date of the new item’s acceptance.
4.11 The warranty period is extended by the time the goods were under complaint. Rights arising from defects subject to a warranty period are forfeited if not claimed within this period.
4.12 For business relations where the Buyer is not a consumer, the Seller assumes a 12-month warranty period.
#### V. Procedure for Exercising Rights Related to Defects (Complaints)
5.1 The Consumer may file a complaint at the address mentioned in point 1.4. The complaint may also be filed at any Seller’s establishment.
5.2 The Seller is obliged to issue a receipt to the Consumer upon filing a complaint. If filed via remote means, the confirmation must be sent immediately or without undue delay.
5.3 The Seller is required to issue a written decision on the complaint within 30 days from the date of filing the complaint.
5.4 Complaints are resolved through repair, replacement, price refund, or a reasonable discount.
#### VI. Buyer’s Rights in Exercising Rights Related to Defects
6.1 For a removable defect, the Buyer has the right to have it removed free of charge.
6.2 The Buyer may request a replacement instead of repair, provided it does not incur unreasonable costs for the Seller.
6.4 For non-removable defects that prevent the item from being used properly, the Buyer may request a replacement or contract cancellation.
#### VII. Final Provisions
7.1 This Complaints Policy is an integral part of the General Terms and Conditions and Privacy Policy published on the Seller’s Website.
7.2 In case of changes to the Complaints Policy, the relationship between the Buyer and Seller is governed by the Complaints Policy effective at the time of contract conclusion.
7.3 This Complaints Policy is valid and effective from its publication on the Seller’s Website on April 12, 2024.
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This online store is certified by [http://www.pravoeshopov.sk](http://www.pravoeshopov.sk).
