Complaints Policy (Liability for Defects)

Seller: Aluna Group s. r. o. (brand BLENIN)
Registered office: Budovateľská 672/15, 919 43 Cífer, Slovak Republic
Company ID (IČO): 57 532 907
Registered: Commercial Register of the District Court Trnava, Section Sro, Insert No. 62968/T
Returns / complaints address: Aluna Group s. r. o., Lesná 5, 900 27 Bernolákovo, Slovak Republic
Email: info@blenin.shop Phone: +421 919 181 379

This Complaints Policy is issued in accordance with Act No. 108/2024 Coll. on Consumer Protection and Act No. 40/1964 Coll. (the Civil Code) of the Slovak Republic. It governs how a consumer may report a defect in goods purchased from BLENIN and how such complaints are handled.

This policy concerns defective goods only. The right to withdraw from a contract within 14 days without giving a reason (for non-defective goods) is governed separately by our Right of Withdrawal page.

1. Liability for Defects

The seller is liable for any defect that the goods have at the time of delivery and which becomes apparent within 2 years of receipt of the goods. Goods are considered defective if they do not correspond to the agreed or general requirements, in particular the description, quantity, quality, functionality or other characteristics that can reasonably be expected for goods of that type.

The consumer must notify (report) the defect without undue delay after discovering it, at the latest within two months of discovery.

2. What Is Not Covered

The seller is not liable for defects caused after receipt of the goods by improper use, mechanical damage, unauthorised interference, failure to follow care instructions, normal wear and tear, or use contrary to the intended purpose. Where goods were sold at a reduced price, the seller is not liable for the defect for which the reduced price was agreed.

A request to exchange goods because the size, type or another non-defective characteristic does not suit the consumer is not a complaint about a defect (such cases are handled under the Right of Withdrawal).

3. How to File a Complaint

To report a defect, contact us by email at info@blenin.shop with your order number, a description of the defect, and (where possible) photographs. We will then advise you how to send the goods.

Send the goods, together with proof of purchase, to:
Aluna Group s. r. o., Lesná 5, 900 27 Bernolákovo, Slovak Republic.

4. Confirmation of Complaint

Upon reporting the defect, the seller will issue the consumer with written confirmation of when the complaint was made, what defect was reported, and the time limit within which the defect will be remedied. If a complaint is rejected, the seller will issue written confirmation stating the reasons for the rejection.

5. Your Rights

If the seller is liable for the defect, the consumer has the right, in the first instance, to have the defect removed by repair or replacement of the goods, at the consumer's choice (unless the chosen method is impossible or would cause the seller disproportionate costs).

The consumer is entitled to a reasonable discount on the price or to withdraw from the contract if the seller fails to repair or replace the goods, refuses to do so, fails to remedy the defect within a reasonable time, or where the defect is so serious that it justifies an immediate price reduction or withdrawal.

6. Time Limit for Handling

The complaint, including remedying the defect, will be handled without undue delay and no later than 30 days from the day the defect was reported. The seller will inform the consumer of the outcome within this period. A longer period is permitted only exceptionally, where justified by an objective reason beyond the seller's control, of which the consumer will be informed.

If the complaint is not resolved within the 30-day period, the consumer has the right to withdraw from the contract or to a replacement of the goods.

7. Supervisory Authority

Supervision of consumer protection is carried out by:
Slovenská obchodná inšpekcia (SOI), Inšpektorát SOI pre Trnavský kraj
Pekárska 23, 917 01 Trnava 1, Slovak Republic — www.soi.sk

8. Alternative Dispute Resolution

If you are not satisfied with how we handled your complaint, you have the right to contact us with a request for redress. If we reject the request or fail to respond within 30 days, you have the right to file a proposal for alternative dispute resolution (ADR) with an authorised ADR entity (e.g. the SOI). The proposal may be submitted within 1 year of rejection. Consumers in the EU may also use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

Policy (Warranty & Defects)