Complaints and service

These complaint rules form part of the terms and conditions of the seller STROJE Slovensko s.r.o., Zvolenská cesta 14437/191, 974 05 Banská Bystrica. They describe how to exercise rights arising from liability for defects of goods bought in the e-shop and the conditions of tool service. This English version is provided for information; the Slovak version prevails.

1. Liability for defects

• Consumers: the seller is liable for defects that the goods have on receipt and that appear within 24 months of receipt. If a defect appears within this period, it is presumed to have existed on receipt unless the seller proves otherwise or this is incompatible with the nature of the goods or the defect. The defect must be notified to the seller within two months of discovering it, and no later than the end of the 24-month period.
• Business buyers: the warranty period is 12 months from receipt (Section 429 of the Commercial Code). Defects must be notified without undue delay after discovery.
• Liability does not cover wear caused by normal use or defects caused by the buyer (see point 6).

2. How to make a complaint

1. Send your complaint by e-mail to reklamacie@strojeslovensko.sk, bring it to our store (Zvolenská cesta 14437/191, 974 05 Banská Bystrica, Mon – Fri 8:00 – 15:00) or send the goods to this address. Pack shipments properly; we do not accept cash-on-delivery parcels.
2. State your order number or enclose proof of purchase, describe the defect and how it shows, and state which right you claim (repair or replacement).
3. Hand over tools reasonably clean and complete (including the battery if the defect concerns a cordless tool). For defective fasteners, enclose a sample and the pack label.
4. We confirm receipt of the complaint in writing (by e-mail) without undue delay and state the period within which we will remedy the defect. This period will not exceed 30 days unless objective reasons beyond our control require longer.

3. Consumer rights in case of a defect

• The consumer may choose repair or replacement. The seller may refuse the chosen remedy if it is impossible or would impose disproportionate costs compared with the other remedy.
• If the seller does not remedy or refuses to remedy the defect, if the defect reappears, or if it is so serious that it justifies an immediate solution, the consumer is entitled to a reasonable price reduction or may withdraw from the contract. Withdrawal is not possible for a minor defect.
• Until the seller fulfils its obligations, the consumer may withhold payment of the outstanding part of the price.
• If the complaint is justified, the consumer is entitled to reimbursement of reasonable costs incurred (e.g. postage). Such reimbursement must be claimed within two months of the complaint being settled.
• Money for a price reduction or withdrawal is refunded within 14 days using the same means of payment unless agreed otherwise.

4. Settling the complaint

We will inform you by e-mail or phone when the complaint has been settled. We will send you the repaired or replaced goods, or you can collect them at the store. A consumer must collect the goods within six months of the complaint being settled.

5. Damage in transit

Check the packaging when receiving a shipment. If it is damaged, record the damage with the carrier and send the record with photos to reklamacie@strojeslovensko.sk as soon as possible. This helps us resolve the matter with the carrier; your rights arising from liability for defects remain unaffected.

6. What is not a defect

A complaint may not be accepted in particular in case of:

• normal wear of parts that naturally wear out in use (e.g. seals, bumpers, drivers, guides),
• damage caused by improper use – unsuitable or non-original fasteners, operation outside the specified air pressure, without pneumatic oil or with wet or dirty air,
• mechanical damage (dropping, impact), intervention by an unauthorised person or use of non-original parts,
• failure to follow the operating and maintenance instructions.

7. PREBENA tool service

Warranty and post-warranty service is provided by our service centre in Banská Bystrica. Repairs are usually completed within 72 hours of receiving the tool if spare parts are in stock.

• Post-warranty repair: diagnostics cost €30 incl. VAT, payable in advance. If you approve the repair according to our quote, the diagnostics fee is deducted from the repair price; if you do not, the fee is not refundable. Work starts after the quote is approved and paid.
• A cleaning fee may be charged for excessively dirty tools (by agreement).
• Please collect tools repaired under post-warranty service within 14 days of notification, or we can send them by courier by agreement.

Book a service by e-mail at reklamacie@strojeslovensko.sk or by phone at +421 48 413 31 84.