governing the terms and conditions of complaints between the Provider/Seller and Customer/Buyer
(hereinafter referred to as “CHR“)

Introductory Provisions

  1. The Provider (Seller) in the e-commerce store AVE jewels is ORSI-SK, s. r. o., Grosslingova 10, Bratislava 811 09.
  1. The Customer (Buyer) in the e-commerce store is any natural or legal person who submits an electronic form with an order of goods (product/-s or service/-s).
  1. These CHR govern legal relations between the Provider and Customer in handling complaints related to the correctness and quality of goods and services provided by the Provider.
  1. Complaint for the purposes of these Complaints Handling Rules means the Customer’s right to claim liability for deficiencies of goods or services provided by the Provider, which demands a certain remedy or compensation for defective performance or non-performance of the contract’s subject.

Complaints Handling Procedure

  1. Pursuant to these CHP, a beneficiary may file a complaint in person, in written or by e-mail.
  1. A complaint shall include mainly the following:
  • a person who files a complaint (first name, surname, permanent address),
  • a subject of the complaint or what does the Customer request,
  • who is the addressee of the complaint,
  • a date of complaint submission,
  • a signature of the Customer or a signature of the authorized person, together with an authorization to act on his/her behalf.
  1. In case of filing the complaint by e-mail, fax or in written by an authorized person on behalf of the Customer, the complaint must be accompanied by an authorization to represent the Customer with regard to the complaint.
  2. If the complaint does not contain all essentials specified in paragraph 2 of this Article, it shall be deemed unjustified.
  3. The deadline for processing the complaint shall be no more than 30 days from the date of filing a complaint. The Provider shall issue a written document to the Customer regarding the acceptance/rejection of the complaint.
  1. Complaint is exercised on the date of its execution by the Provider. The date of execution of the complaint is considered as follows:
  • for mail shipments – the date of delivery of the complaint to the filing room of the Provider’s registered office
  • for personal delivery – the date on the copy of the complaint by which the Provider confirms the delivery
  • for delivery by e-mail – the date of delivery of an e-mail message to the e-mail address of the Provider.
  1. Other legal relations between the Provider and the Customer not expressly regulated by these CHR shall be governed by the relevant provisions of individual contracts concluded between the Provider and Customer, relevant provisions of the generally binding legal regulations valid in the territory of the Slovak Republic, in the above order.
  1. The Provider shall be entitled at any time to modify or supplement these CHR due to changes in legislation and business environment. The Provider shall determine the current version of these CHR by their publication on its website.

 

These CHR shall enter into force and effectiveness as of 1 September 2017. The Provider reserves the right to modify these CHR also without prior notice.