A complaint is the exercise of the seller's liability for defects in goods that existed at the time of receipt or appeared during the statutory period. The seller must have a published complaints policy, issue the customer with confirmation that the complaint has been made, and settle it within the statutory period, which in Slovakia is thirty days. Failure to meet this period gives the consumer the right to withdraw from the contract. The resolution is usually repair, replacement, a reasonable discount, or a refund, and the order of these options is set by law and is not up to the seller to choose. A warranty offered beyond the scope of the law is voluntary, and its terms must be clear. From a business point of view, it is worth seeing a complaint as a moment that also decides whether the customer comes back.
Source: soi.sk
See also: Complaints process as marketing, Withdrawal from a contract within 14 days, E-shop terms and conditions.
