Return policy

Complaints Procedure for Turtle Tech customers (hereinafter referred to as the "Complaints Procedure"). Wording and effective from 1.10.2020

 

1. Only goods that have been purchased only from the Seller and that are the property of the Buyer may be claimed.

2. If the ownership has not yet passed to the Seller to the Buyer, the Buyer shall, in accordance with the applicable legislation, settle the claim only after full payment in accordance with § 151 of the Civil Code.

3. If the buyer is a consumer (a natural person who does not act within the scope of his/her business, employment or profession), all offered goods are guaranteed for 24 months, unless otherwise specified in the goods and are subject to the Consumer Protection Act and the Civil Code. If the purchaser is not a consumer, the provisions of the Commercial Code shall apply and the warranty period shall be 1 year. The warranty period starts on the day of receipt of the goods from the transport company or directly from the seller if the buyer takes over the goods in person on the day of receipt.

4. The Buyer is obliged to file a claim with the Seller immediately upon discovery of the defect.

5. Liability for defects does not apply to defects caused by the following use:

a) the defect was caused by mechanical damage to the product caused by the buyer,

b) improper handling of the product in a manner other than that specified in the instructions for use,

c) use of the goods in conditions which do not correspond to the natural environment of the goods in terms of humidity, chemical and mechanical influences,

d) neglecting the care and maintenance of the goods,

e) damage to the goods by excessive loading,

f) use of the goods in contravention of the conditions set out in the documentation, general principles, technical standards or safety regulations, or other breach of the warranty conditions.

6. Defects caused by natural disasters are also excluded from liability for defects.

7. Liability for defects also excludes normal wear and tear of the goods (or parts thereof) caused by the use of the goods. A shorter service life of the product cannot therefore be regarded as a defect.

8. Complained goods must be sent to our address Turtle Tech Mostná 15, 949 01 Nitra Slovakia, where the complaint is handled, but not COD. Or personally deliver it. The goods must be packed properly to prevent damage during transport and we recommend sending the goods by registered mail or as an insured parcel. A copy of the proof of purchase (invoice) must be attached to the goods.

9. The Seller shall acknowledge receipt of the claim and issue the Buyer with a confirmation of the claim in a suitable form. The date of the claim shall be deemed to be the date on which it is received by the Seller. If it is not possible to deliver the confirmation immediately, it must be delivered without undue delay, but at the latest together with the proof of processing of the claim. The acknowledgement of the complaint shall be sent in writing.

10. The Seller is obliged to determine the method of handling the complaint immediately, in complex cases within 3 days from the date of the complaint. In justified cases, in particular if complex technical evaluation of the goods is required, no later than 30 days from the date of the complaint. After determining how the complaint is to be handled, the Seller shall handle the complaint immediately; in justified cases, the complaint may be handled later. However, the processing of the complaint may not take longer than 30 days from the date of the complaint. After the expiry of the 30-day period for processing the complaint, the buyer has the right to withdraw from the purchase contract and will be refunded the full amount for the goods or has the right to exchange the goods for new ones.

11. Buyer's rights when making a claim:

a) In the case of a remediable defect, the Buyer shall have the right to have the defect remedied free of charge, properly and in a timely manner. The Seller shall decide on the method of removal of the defect. The Buyer may request, instead of repairing the defect(s), the replacement of the defective item with a defect-free one, provided that this does not incur disproportionate costs for the Seller in relation to the price of the goods or the severity of the defect,

b) in the event of an irremediable defect which prevents the proper use of the item for its intended purpose, the buyer has the right to either replace the item or to withdraw from the contract of sale (refund).

c) A complaint shall be deemed to have been settled if the complaint procedure is terminated by the handing over of the goods complained of, their replacement or refund of the purchase price of the goods, by a written invitation to accept performance or by a reasoned rejection thereof.

12. The undamaged nature of the goods or the intactness of the packaging (according to the instructions) must be checked when taking delivery of the goods, as the goods may be damaged in transit, we recommend that buyers unpack the goods and inspect them in the presence of the carrier. By your signature to the courier you declare that the packaging is undamaged.

13. These Complaints Conditions are an integral part of the General Terms and Conditions, and the Seller reserves the right to change them at any time without prior notice to the Buyer.

14. Contact address: Address of establishment: Turtle Tech Mostná 15, 949 01 Nitra Slovakia

Withdrawal from the Contract

Contact channels:
email: shop@turtle3d.com