This Complaints & Returns Policy governs the procedure for handling complaints and claims related to goods purchased through our e-shop, operated by Trending Up s. r. o., in accordance with applicable Slovak and European Union consumer protection laws.
1. Seller Information
Trending Up s. r. o.
Šarišský Štiavnik 13
090 42 Šarišský Štiavnik
Slovak Republic
Company ID (IČO): 56383771
VAT ID: SK2122289125
Registered in the Commercial Register of the District Court Prešov, Section Sro, File No. 48226/P
Email: info@ivanzo.com
Phone: +421 944 780 345
2. Scope of the Complaints Policy
This policy applies to goods purchased by consumers via our e-shop and delivered within the European Union. It covers defects, non-conformity of goods, and warranty claims.
3. Warranty Period
- All products are covered by a 24-month warranty, unless stated otherwise.
- The warranty period begins on the day the customer receives the goods.
- The warranty applies only to manufacturing defects or defects caused by normal use.
The warranty does not cover:
- Mechanical damage caused by improper use
- Damage caused by unauthorized modifications or repairs
- Normal wear and tear
- Damage caused by liquids, impact, or neglect
4. How to File a Complaint
If a defect occurs, the customer must contact us without undue delay after discovering the issue.
To submit a complaint, please:
- Contact us via email at info@ivanzo.com
- Provide:
- Order number
- Description of the defect
- Photos or videos showing the defect (if possible)
After initial assessment, we will provide instructions for returning the product if necessary.
5. Complaint Handling Process
- Complaints are processed without unnecessary delay, no later than 30 days from the date of receipt.
- Upon receiving the returned product, we will assess the claim and inform the customer of the outcome.
- If the complaint is justified, the customer is entitled to:
- Repair of the product
- Replacement of the product
- Price reduction
- Refund, depending on the nature of the defect and applicable law
6. Costs of Complaint Handling
- If the complaint is accepted as justified, we will bear the reasonable costs related to returning the product.
- If the complaint is rejected, the customer may be required to cover return shipping costs.
7. Right to Withdraw from the Contract
Independent of the complaint process, consumers have the right to withdraw from the purchase contract within 14 days of receiving the goods, without providing any reason, in accordance with EU consumer law.
More details can be found in our Terms and Conditions.
8. Alternative Dispute Resolution (ADR)
If the customer is not satisfied with the way their complaint has been handled, they have the right to seek alternative dispute resolution.
The competent authority is:
Slovak Trade Inspection (SOI)
Inspectorate for the Prešov Region
Obrancov mieru 6
080 01 Prešov
Slovak Republic
Website: www.soi.sk
Consumers may also use the EU online dispute resolution platform:
https://ec.europa.eu/consumers/odr
9. Final Provisions
This Complaints & Returns Policy is valid and effective from the date of publication on the e-shop website. The seller reserves the right to amend this policy in accordance with changes in applicable legislation.