Complaints handling rules

of the website

General provisions

All the goods are covered by the statutory warranty period of 24 months, unless stated otherwise. The warranty period starts when the buyer takes over the goods. The warranty applies to all the obvious and hidden defects of the goods, which are not compatible with its functionality, functional and aesthetic properties. The invoice (delivery note) that seller sends to buyer together with the goods serves as the certificate of warranty.

The seller is liable to the buyer that the goods have no faults. In particular, the seller is liable to the buyer that at the time when the buyer accepted the goods:

  • the product has properties that the parties have agreed upon,
  • the product is fit for the purposes the seller states or to which this type of product is usually used,
  • the goods is in an appropriate amount, measure or weight and
  • the goods comply with the requirements of the legislation

The buyer is obliged to  check the goods upon his acceptance. The seller is not liable for defects occurred during the transport of goods. If the buyer after checking the goods finds out that the package is mechanically damaged, he/she is obliged not to accept the goods. The buyer notifies the seller about this fact by e-mail or telephone.

Making a complaint

The complaint may be submitted as follows:

as a letter sent to MERCADER s.r.o., Jesenského 1668/32, 069 01 Snina
via e-mail

The buyer notifies the seller about defects of the product immediately after the examination of supplied goods. In the notification the buyer shall give a description of the defects and what he/she claims for.

Due to the defects of goods the buyer may ask for one of the following requirements: delivery of missing goods, replacemnt of the goods or cancellation of purchase. For each complaint buyer provides a copy of the invoice, proof of payment and the defective goods. In the case of claiming the defects of the goods, for the quality of which the seller took over from the manufacturer, the defect must be claimed by the end of the warranty period the latest. The seller is obliged to sort out the claim within the statutory period, within 30 days the latest. The deadline for settlement of the claim commences on the date of delivery of the goods to the address of the seller.

Defective performance rights

The rights and obligations of the contractual parties with respect to the rights of defective performance shall be governed by generally binding regulations (in particular by the provisions of § 622 and § 623 of the Civil Code).

The provisions of the preceding paragraph will not apply to goods sold at a lower price due to the defect for which the lower price was agreed for, to the goods damaged due to its common use as well as to the used goods that has defect corresponding to the degree of use or wear, the product had upon on the receipt by buyer or if it results from the nature of the goods.

The buyer claims his rights for defective performance with the seller. The moment of the claim is considered to be the moment when the seller received the claimed goods from the buyer.

Alternative means of settling disputes

In case Buyer – Consumer is not satisfied with the seller´s handling of his/her claim or the seller believes that the seller has breached his/her rights, he/she has the right to ask the seller for a remedy (by email on If seller declines consumer´s request or fails to respond to such request within 30 days from the day when the request was sent, the consumer has the right to make a proposal for an anlternative dispute resolution to an alternative dispute resolution entity.

The seller also notifies consumers that according to act No. 391/2015 Coll. on the Alternative Dispute Resolution of Consumer Disputes and on Amendments to Certain Acts they can apply all their rights and claims to seller even in the context of an alternative online dispute resolution.

Consumer (buyer) may send the proposal to resolve the dispute in the manner specified by section 12 of act No. 391/2015 Coll. also electronically through dispute resolution platform online (RSO) at:

You can find the list of subjects for alternative dispute resolution here: The consumer has the right to choose any of these consumer ADR subjects.

Email address for submitting the applications electronically to the Slovak Trade Inspection is