Complaints and warranty
Last updated: 29 September 2026
This complaints policy explains a consumer's statutory rights where goods are defective. It does not limit any rights granted by the Slovak Civil Code or other mandatory legislation.
1. Seller and making a complaint
You can make a complaint:
- by email to info@moiproduct.com,
- by post or in person at moiproduct, s. r. o., Protifašistických bojovníkov 3947/7, 080 01 Prešov, Slovakia, or
- by another means of distance communication that we make available.
Please provide the order number, a description of the defect, when it appeared and the remedy requested. Photos or a video may speed up the assessment, but failure to include them does not by itself remove your rights. Proof of purchase may be replaced by other reliable evidence that the goods were bought from us.
2. Liability for defects
We are liable for a defect that the goods have on delivery and that becomes apparent within two years of delivery, unless the law or an expressly provided commercial guarantee sets a longer period. A defect appearing during this period is presumed to have existed on delivery unless proved otherwise or unless that presumption is incompatible with the nature of the goods or the defect.
A defect must be notified within two months after it is discovered and no later than the statutory liability period. Where the goods have been repaired, the liability period is extended by 12 months under the law in force, but no more than once.
Normal wear and tear, or damage caused by misuse, neglected maintenance, unauthorised modification or an act for which the seller is not responsible, is not a defect. This does not apply where incorrect or inadequate instructions or another matter on our side contributed to the damage.
3. Acknowledgement and handling time
We will promptly give you written acknowledgement of the reported defect. It will state the period within which we will remedy it. This period may not exceed 30 days from notification unless a longer period is justified by an objective reason beyond our control.
After handling the complaint, we will provide a written record of the outcome and the remedy. We bear the costs of taking over the goods for repair or replacement and returning them to the extent required by law. Do not send goods cash on delivery without prior agreement; declining an unsolicited cash-on-delivery parcel does not by itself cancel a properly made complaint.
4. Repair or replacement
The consumer may choose to have the defect remedied by repair or replacement. The chosen remedy cannot be required if it is impossible or, compared with the alternative, would impose disproportionate costs on the seller, taking account of all circumstances, including the value of conforming goods, the seriousness of the defect and whether the alternative can be provided without significant inconvenience to the consumer.
We will repair or replace free of charge, at our expense, within a reasonable time and without causing significant inconvenience to the consumer.
5. Price reduction or withdrawal
The consumer may request an appropriate price reduction or withdraw from the contract in particular where:
- we do not repair or replace the goods,
- we refuse to remedy the defect under the statutory conditions,
- the same defect appears despite repair or replacement,
- the defect is sufficiently serious to justify an immediate reduction or withdrawal, or
- it is clear that we will not remedy the defect within a reasonable time or without significant inconvenience.
There is no right to withdraw where the defect is negligible. The seller bears the burden of proving that a defect is negligible.
6. Commercial guarantee
We provide a commercial guarantee only where it is expressly stated on the product page or in a separate guarantee statement. A commercial guarantee is additional to statutory rights and does not replace or limit them.
7. Out-of-court resolution
If you are dissatisfied with the outcome, send a request for redress to info@moiproduct.com. If we reject it or do not respond within 30 days, you may refer the dispute to the Slovak Trade Inspection, Bajkalská 21/A, P. O. BOX 29, 827 99 Bratislava 27, email: ars@soi.sk or adr@soi.sk, or another authorised entity listed by the Slovak Ministry of Economy.
Related rules are available in our Terms of Service. The right to withdraw from a distance purchase of non-defective goods is explained separately on the Withdrawal page.