Return and refund policy

General terms and provisions

1. Regarding to return and refung policy, the company SHADOW Slovakia s.r.o. as a seller informs the consumer as a buyer about the conditions and manner of application of legal regulations concerning liability for complaints, including information about complaints enforcement and the performance of warranty repairs.
2. The seller issued this refund and return policy procedures in accordance with č. 40/1964 Zb. Občiansky zákonník v znení neskorších predpisov, Act No. 250/2007 Z. z. o ochrane spotrebiteľa a o zmene zákona Slovenskej národnej rady č. 372/1990 Zb. o priestupkoch v znení neskorších predpisov, Act No. 391/2015 Z. z. o alternatívnom riešení spotrebiteľských sporov a o zmene a doplnení niektorých zákonov as well as other generally binding legal regulations of the Slovak Republic
3. This refund and return policy procedures are announced on the relevant seller's website.
4. The company SHADOW Slovakia s.r.o. always tries to process all orders to the satisfaction of our customers. However, it can happen that you may not be satisfied with the product. In case you want to complain or return the goods, it is necessary to proceed according to the following conditions.
5. The seller is responsible for defects in the goods. The buyer is obliged to claim liability of seller for defects of the goods (as claim) immediately after finding them in accordance with the seller's claim procedure.
6. Withdrawal of the buyer from the contract is based on the basis of provisions of §7, 8, 9, 10 of the Act No. 102/2014 Z. z. o ochrane spotrebiteľa pri predaji tovaru alebo poskytovaní služieb na základe zmluvy uzavretej na diaľku alebo zmluvy uzavretej mimo prevádzkových priestorov predávajúceho a o zmene a doplnení niektorých zákonov.
   
7. The consumer is entitled to withdraw from the contract within 14 days after receiving the goods according to the delivery conditions for any reason and without a justification in accordance with §7 ods. 1 the Act No. 102/2014 Z.z. o ochrane spotrebiteľa pri predaji tovaru alebo poskytovaní služieb na základe zmluvy uzavretej na diaľku. By sending the order to the seller, the buyer confirms that the seller has properly fulfilled its obligations about providing information under Act. no §3 o ochrane spotrebiteľa pri predaji tovaru na základe zmluvy uzavretej na diaľku. Claims are made by buyer via e-mail or by post office to the address that the seller has on the contact page. Withdrawal from the contract must be made by the buyer in written form via e-mail or post office.
8. The buyer takes in mind that in the case of ordering goods that are not in stock but delivered on the basis of a special orders of the buyer, this product does not fall into the goods based on §12, odst. 5, the Act No. č.108/2000 Z.z. and cannot be returned in accordance to the previous point.
9. Address for sending written claim (submission of personal claim) and particular goods: 
   
    https://www.knifestock.eu/easy-return-of-products-a13
   1. Telephone number: +‭421 232 179 92‬2
   2. E-mail: info@knifestock.eu
   3. Bussiness hours: Monday - Friday - 08:00 – 16:00 hod.

Liability for damaged or defective products

1. Seller is responsible for damaged or defective goods during receiving the goods as well as during guarantee period. The warranty period takes 24 months. 
2. Regarding to goods sold for lower price due to a particular defect, the warranty period is 24 months. However, the seller is not responsible for the defect for which a lower price was agreed.
3. Regarding to already used goods (e.g. demo model) the warranty period is 12 months.
4. By stating in the warranty document issued to the buyer or in the advertisement, the seller may provide a warranty exceeding the scope of the warranty stipulated by the relevant law, while the conditions and scope of this warranty shall be specified in the individual warranty document.
5. Warranty period is considered after the date of goods receiving by the buyer.
6. The period from the exercise of the right of liability for defects until the time when the buyer was obliged to take over the goods after the repair is completed does not count to the warranty period. If the goods are exchanged, the warranty period begins to run again from the new goods receiving by the buyer.
7. The rights from the liability for defects of the goods for which the warranty period applies, expire if they have not been exercised during the warranty period.
8. The seller is not responsible for:
   
   1. defects of which the buyer was notified by the seller at the time of the purchase contract or of which, having regard to the circumstances under which the purchase contract was concluded, he must have known,
   2. defects that are obvious upon goods receiving, which the buyer did not announced,
   3. defects caused by the buyer,
   4. defects caused by the use of goods in conditions which, due to their humidity, chemical or mechanical influences, do not correspond to the natural environment,
   5. defects caused by improper treatment or neglect of proper care of the goods,
   6. defects caused by excessive loading or use in violation of the conditions specified in the instructions for use, technical standards or safety regulations of the Slovak Republic,
   7. defects caused by unavoidable or unforeseeable events,
   8. defects caused by unprofessional intervention, damage during transport, damage by water, fire, static or atmospheric electricity or other force majeure,
   9. defects caused by interference with the goods by an unauthorized person.
9. An unsatisfactory color shade of the goods is not considered as a defect, because the seller is not responsible for the visual display of individual color shades on the output device (e.g. monitor, printer) of the buyer. In this section of the claim procedure, the seller informed the buyer that the displayed color shade of the ordered goods may differ from the real.

Application of rights of liability for defects (warranty claim)

1. The buyer can make the claim:
   1. by written form to the address of the seller: SHADOW Slovakia s.r.o. Cabajská 42, 949 01 Nitra,
   2. by e-mail of the seller regarding to contacts announced of the e-shop website, or by answering to received emails from the seller,
   3. by the online claim form placed on the relevant seller's website, which will be automatically delivered to the seller's e-mail address.
      
      
2. With making a claim, it is necessary for the buyer:
   
   1. to describe the defect of the goods as accurately as possible and, if possible, also send the photograph, if the nature of the defect allows it,
   2. to deliver the document about purchase to the seller, or in another way that does not raise doubts, proved that the goods were purchased from the seller and inform the seller about the exercise of his right to seller's liability for defects under paragraph 3 of this article.
   3. The buyer may submit the description of the defect of the goods, the document about purchase and the notification of which right he exercises together with the claimed goods to the person authorized by the seller in order to take over the claimed goods at the seller's registered office. The buyer can also fill in the description of the defect and the notice of which right he applies directly into the online claim form placed on the relevant seller's website. The goods can also be send to the seller's registered office by courier service. We recommend customers to wait for the seller's request before sending the package. If possible, the seller settle the claim by exchanging the package, which will save shipping costs for the buyer.
      
      
3. If the buyer makes a claim, he also decides which of the rights based on the seller's liability for defects he applies and announces this decision to the seller. The seller hereby informs the buyer of his rights based on the liability for defects that the buyer may assert.

In case of remediable defect, the buyer may exercise:

1. the right to repair the goods (i.e. right to free and proper removal of the defect of goods), or
2. the right to exchange the goods (if the seller does not incur excessive costs due to the price of the goods or the severity of the defect), or
3. the right to replace a part of the product, if the defect concerns only a part of the thing (if the seller does not incur excessive costs due to the price of the goods or the severity of the defect), or
4. the other right not expressly regulated by law, such as the right to a reasonable discount on the price of the product, after agreement with the seller.
   
   
   1. in the case of an irreparable defect which prevents the product from being properly used, the buyer may exercise:
      1. the right to exchange the product
      2. the right to withdraw from the contract (i.e. the right to a refund of the purchase price of the product)
   2. in the case of another irreparable defect (i.e. one that does not prevent the proper use of the product), the buyer may exercise:
          the right to a reasonable discount on the particular product
      
   3. in the case of a remediable defect when the buyer cannot properly use the product due to the recurrence of the defect after the repair (i.e. the same defect occurs a third time after at least two previous repairs), the buyer may exercise:
      
      1. the right to exchange the product
      2. the right to withdraw from the contract (i.e. the right to a refund of the purchase price of the product)
   4. in the case of a remediable defect when the buyer cannot properly use the thing for a number of defects (i.e. at least three different remediable defects at the same time, each of which prevents proper use), the buyer may exercise:
      1. the right to exchange the product
      2. the right to withdraw from the contract (i.e. the right to a refund of the purchase price of the product)
   5. As noted, the buyer has the right to exchange the goods or the right to withdraw from the contract (refund of the purchase price of the product), it is up to the buyer which of these rights will be exercised. However, as soon as he exercises one of these rights, he can no longer change this choice unilaterally, without the seller.
   6. Regarding to the claim, the seller will issue a confirmation of the claim to the buyer. If the claim is made via e-mail or online claim form, the seller is obliged to deliver the confirmation of the claim immediately, without undue delay, with the claim document. Confirmation of the claim does not have to be delivered if the buyer has the opportunity to prove the claim in another way.

Manners of settlement of claim

1. Settlement of claim is realized by:
   1. handing-over the repaired product,
   2. exchanging the product,
   3. refunding the product price,
   4. paying an adequate discount on the product price,
   5. a written request for appeal of the fulfillment or its reasoned refusal
2. Based on the decision of the buyer, which right will be exercised from the seller's responsibility for defects, the seller determines the method of claim settlement:
   1. immediately,
   2. no later than 3 working days from the date of the claim (in complicated cases), or
   3. no later than 30 days from the date of the claim (in justified cases, especially if a complex technical assessment of the condition of the product is required).
3. After determining the method of claim settlement, the seller will handle the claim immediately, or in justified cases later, however, the handling of the claim may not take longer than 30 days from the date of the claim. After the expiration of the time for handling the claim, the buyer has the right to withdraw from the contract or has the right to exchange the product for a new product.
4. The seller is obliged to issue a written document on the handling of the claim no later than 30 days from the date of the claim.
5. The settlement of the claim does not affect the right of they buyer for compensation for damaged od defective products under the Act No. 294/1999 z. z. o zodpovednosti za škodu spôsobenú vadným výrobkom v platnom znení.

Alternative dispute resolution

1. If the buyer is not satisfied with the way in which the seller settled his claim or he believes that the seller has violated his rights, he has the right to contact the seller with the request for redress.
2. If the seller has rejected the request for redress or has not responded within 30 days from the date of its dispatch, the buyer has the right to submit a proposal for the initiation of alternative dispute resolution to the alternative dispute resolution entity under the law § 12 Act No. 391/2015 Z. z. o alternatívnom riešení spotrebiteľských sporov a o zmene a doplnení niektorých zákonov.
3. The relevant subject for alternative dispute resolution of consumer disputes within the Slovak republic is the Slovak trade inspection or another authorized legal entity registered in the list of subjects for alternative dispute resolution maintained by the Ministry of the Economy of the Slovak Republic. The buyer has the right to choose any of the listed subjects of alternative dispute resolution.
4. The buyer can use the online dispute resolution platform available on the website set up by the European Commission to submit an alternative dispute resolution proposal.
5. If the complaint is justified (for example, the goods are damaged, non-functional, or do not comply with the contract), the seller is obliged to bear all costs associated with the complaint, including the costs of returning the goods from the consumer to the seller.
6. Refund of delivery costs: If the customer returns defective goods as part of a complaint, the seller is obliged not only to refund the full price of the goods but also the shipping costs that the customer paid for the delivery of the goods. This also includes the costs incurred by the consumer for returning the defective goods to the seller. The customer is required to provide proof of the shipping costs incurred for the return of the goods.
7. Replacement or repair: If the seller repairs the goods or replaces them with new ones, all associated costs, including shipping, should be borne by the seller.

Final provision

This refund and return policy is valid from 01.11.2018 and is available at the particular seller's registered office and on the particular seller's website.