Complaints about faulty goods
We are liable under the Slovak Civil Code for defects that the goods had on delivery and that become apparent within 24 months of delivery.
- Notify us of the defect within two months of discovering it: via the Returns and complaints form, by e-mail to eshop@saver.sk, by post to RPL Slovakia s.r.o., Mikovíniho 31/27, 040 11 Košice, or in person at our shop at Zborovská 6 in Košice.
- Provide your contact details, the order or invoice number and a description of the defect. You can use the complaint form (PDF), but this is not mandatory.
- Send the goods to us free of charge via Packeta with the code 96292028 (see below) or bring them to our shop at Zborovská 6 in Košice.
- You will receive a confirmation that the complaint has been received, with the deadline for handling it. This is usually no longer than 30 days.
- Choose repair or replacement. We will remedy the defect free of charge. We bear the costs of collecting the goods and delivering them after repair or replacement.
You can request a price reduction or withdraw from the contract in the cases specified by the Civil Code, for example if we do not remedy the defect or it recurs. If you choose repair, the liability period for defects is extended by 12 months after the first repair.
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Returning goods within 14 days
If you buy as a consumer, you can withdraw from the contract without giving a reason within 14 days of receiving the goods.
- Notify us of your withdrawal within 14 days of receipt: online using the Withdraw from contract here button (no registration needed) or, for example, by e-mail to eshop@saver.sk. You can use the withdrawal form (PDF). The deadline is met if you send the notice no later than on its last day.
- Send the goods back to us within 14 days of withdrawal, free of charge via Packeta with the code 96292028 (see below). Return them clean, undamaged and, if possible, in the original packaging. If you send them another way, you bear the cost of returning them; the address is SAVER - brány, dvere, pohony, závory (RPL Slovakia s.r.o.), Zborovská 6, 040 01 Košice, Slovakia. If the goods exceed the return shipment limits, write to us before sending them: in the Czech shop we bear this cost; in the Slovak shop we arrange the collection and we deduct the cost from your refund: 15 to 30 kg €19.00, 30 to 99 kg €45.00, oversized goods according to the delivery price list (Košice €20, Košice-okolie district €30, other places in the Košice and Prešov regions €1.80 per km, up to €287), all including VAT. These amounts apply to withdrawal from the contract; for a justified complaint we pay the shipping.
- We will refund your money within 14 days of receiving your withdrawal, but not before the goods reach us or you prove that you have sent them.
Withdrawal is not possible, for example, for goods made to measure or to your specifications (Article 8.4 of the terms and conditions).
Free return shipment via Packeta
You can send goods back to us free of charge, for withdrawal and for complaints. Return shipment code: 96292028.
- Pack the goods securely and mark the parcel with the code 96292028.
- Take it to a Packeta drop-off point and give the code to the staff.
- The staff will print and attach the label and give you a receipt. Please keep it.
The parcel may weigh up to 15 kg, with the longest side up to 120 cm and the sum of the sides up to 150 cm, at least 10 × 7 × 1 cm. If the goods are larger, write to eshop@saver.sk before sending them. If you withdraw before delivery, you do not send anything back. Address for sending another way: SAVER - brány, dvere, pohony, závory (RPL Slovakia s.r.o.), Zborovská 6, 040 01 Košice, Slovakia.
Suggestions and complaints
If you are not satisfied with how your complaint was handled, write to us at eshop@saver.sk. Further options, for example alternative dispute resolution, are described in Articles 9 and 10 of the terms and conditions.