Complaints
You can submit your return or complaint either online or in paper form.
Please send the goods under complaint to us as a parcel via courier, post, or Packeta pickup network.
If you are sending the goods by post, do not send them as a registered letter; send them as a parcel.
Our company code in Packeta for returning a parcel: 99601026 — provide this code at the Packeta branch and they will return the parcel to us.
You can fill in online complaints and returns here:
Or you can submit your complaint in paper form as follows:
Together with the goods under complaint, please also send the invoice, the warranty card (if one was supplied with the goods), and the complaint form which you can download here:
Follow the instructions in the document and don’t forget to briefly summarize the defect and include your contact details.
If this concerns withdrawal from the contract within 30 days
You can download the withdrawal form at this link:
Communication regarding service/complaints: reklamacie@roy.sk +421 951 727 707
COMPLAINTS PROCEDURE
for the Roy.sk Online Store
I. Identification of the Seller
1.1. These Complaints Rules (hereinafter the “CP”) govern the legal relations between the company
Business name: ROY.SK s.r.o.
Registered office: Vlkanovská 127, Vlkanová 976 31, Slovak Republic
Registered in the Commercial Register at the District Court Banská Bystrica, Section: Sro, Insert No. 26201/S
Company ID (IČO): 47614030
Tax ID (DIČ): 2023982488
VAT ID (IČ DPH): SK2023982488
Bank account: SK52 0900 0000 0052 2386 5100
The Seller is a VAT payer
(hereinafter also the “Seller” or the “Merchant”) and every person who is a Buyer of products offered by the Seller on the Seller’s Website and who acts in the position of a consumer within the meaning of the other provisions of the General Terms and Conditions published on the Seller’s website and the relevant laws defining the consumer within the valid legislation of the Slovak Republic, in particular: Act No. 108/2024 Coll. on Consumer Protection and on Amendments to Certain Acts as amended, and Act No. 40/1964 Coll., the Civil Code, as amended, with the exception stated in Clause 4.4 of these Complaints Rules, which governs the legal relationship between the Merchant and a Buyer who does not act as a consumer.
1.2. The Seller’s email and phone contact are:
Email: info@roy.sk
Tel.: +421911734775
1.3. Address for sending documents, complaints, withdrawals from the contract:
ROY.SK s.r.o., Vlkanovská 127, Vlkanová 976 31, Slovak Republic
II. Basic Provisions
2.1. These Complaints Rules regulate legal relations between Buyers who are consumers and the Merchant.
III. Exercising Rights Arising from Liability for Defects
3.1. The Buyer may exercise rights arising from liability for defects only if the defect was notified to the Seller without undue delay, at the latest within 24 months from taking over the item. If the defect is not notified within this period, the rights arising from liability for defects shall expire.
IV. Liability for Defects
4.1. The Seller is liable for any defect that the sold item has at the time of its delivery and which manifests itself within two years of delivery of the item.
4.2. If the subject of purchase is an item with digital elements, for which digital content is to be supplied or a digital service is to be provided continuously for an agreed period, the Seller is liable for any defect in the digital content or digital service that occurs or manifests itself during the entire agreed period, but at least for two years from delivery of the item with digital elements.
4.3. For a used item, the parties may agree on a shorter period of the Seller’s liability for defects than in paragraphs 4.1 and 4.2, but not shorter than one year from delivery of the item.
4.4. The Seller is liable for any defect that the sold item has at the time of delivery to the Buyer and which manifests itself within 6 months of delivery of the item, if the Buyer does not act as a consumer.
V. Rights Arising from Liability for Defects
5.1. If the Seller is liable for a defect in the sold item, the Buyer has the right to have the defect remedied by repair or replacement, the right to a reasonable discount on the purchase price, or the right to withdraw from the purchase contract.
5.2. The Buyer may refuse to pay the purchase price or part thereof until the Seller fulfills the obligations arising from liability for defects, unless the Buyer is in delay with payment of the purchase price or part thereof at the time of notifying the defect. The Buyer shall pay the purchase price without undue delay after the Seller has fulfilled the obligations.
5.3. The Buyer may exercise rights arising from liability for defects, including the right under Clause 5.2, only if the defect is notified within two months from its discovery, but no later than within the period under Clauses 4.1 to 4.3 of these Complaints Rules.
5.4. Exercising rights arising from liability for defects does not exclude the Buyer’s right to compensation for damage caused by the defect.
VI. Notification of a Defect
6.1. A defect may be notified at any of the Seller’s establishments, to another person about whom the Seller informed the Buyer before concluding the contract or before sending the order, or by means of distance communication to the address of the Seller’s registered office or place of business or to another address the Seller informed the Buyer about when concluding or after concluding the contract.
6.2. If the Buyer notified a defect by postal shipment which the Seller refused to accept, the shipment is deemed delivered on the day of refusal.
6.3. The Seller shall provide the Buyer with written confirmation of the defect notification without delay after the Buyer has notified the defect. In the confirmation, the Seller shall state the period within which they will remedy the defect in accordance with § 507(1) of Act No. 40/1964 Coll., the Civil Code, as amended. The period stated in the preceding sentence must not be longer than 30 days from the date of the defect notification, unless a longer period is justified by an objective reason beyond the Seller’s control.
6.4. If the Seller denies liability for defects, the reasons for denial shall be notified to the Buyer in writing. If the Buyer proves the Seller’s liability for the defect by an expert opinion or professional statement issued by an accredited person, authorized person or notified body, the Buyer may notify the defect again and the Seller may not deny liability for the defect; § 621(3) of Act No. 108/2024 Coll. on Consumer Protection, as amended, shall not apply to the repeated notification. The costs of the consumer associated with the expert opinion and professional statement are governed by § 509(2) of Act No. 40/1964 Coll., the Civil Code, as amended.
6.5. If before concluding the contract or—if the contract is concluded based on the Buyer’s order—before sending the order, the Seller informed the Buyer that defects may also be notified to another person, the acts or omissions of such person shall, for the purposes of liability for defects, be deemed the acts or omissions of the Seller.
VII. Remedy of a Defect
7.1. The Buyer has the right to choose to have the defect remedied by replacing the item or by repairing the item. The Buyer may not choose a method of remedy that is impossible or that would, compared to the other method, cause the Seller disproportionate costs considering all circumstances, in particular the value the item would have without the defect, the seriousness of the defect, and whether the other method would cause the Buyer considerable difficulties.
7.2. The Seller may refuse to remedy the defect if neither repair nor replacement is possible or if it would require disproportionate costs considering all circumstances, including those in Clause 7.1, second sentence.
7.3. The Seller shall repair or replace the item within a reasonable period after the Buyer notified the defect, free of charge, at their own expense, and without causing serious inconvenience to the Buyer, taking into account the nature of the item and the purpose for which the Buyer required the item.
7.4. For the purposes of repair or replacement, the Buyer shall hand over or make the item available to the Seller or to a person pursuant to § 622(5) of Act No. 108/2024 Coll. on Consumer Protection, as amended. The costs of taking over the item are borne by the Seller.
7.5. The Seller shall deliver the repaired item or the replacement item to the Buyer at their own expense in the same or a similar way as the Buyer delivered the defective item, unless otherwise agreed. If the Buyer does not collect the item within six months from the day on which they should have collected it, the Seller may sell the item. If it is an item of greater value, the Seller shall inform the Buyer in advance of the intended sale and grant a reasonable additional period to collect the item. The Seller shall, without delay after the sale, pay the Buyer the proceeds from the sale after deducting the costs reasonably incurred for storage and sale, provided the Buyer claims a share of the proceeds within the reasonable period stated by the Seller in the notice of the intended sale. The Seller may destroy the item at their own expense if it could not be sold, or if the expected proceeds would not even cover the costs reasonably incurred by the Seller for storing the item and the necessary costs of the sale.
7.6. When remedying the defect by replacement, the Seller shall ensure removal of the item and installation of the repaired or replacement item if the replacement or repair requires removal of a defective item that was installed in accordance with its nature and purpose before the defect appeared. The Seller and the Buyer may agree that the removal and installation will be arranged by the Buyer at the Seller’s cost and risk.
7.7. When remedying the defect by replacement, the Seller has no right to compensation for wear and tear due to normal use and no remuneration for normal use of the item before its replacement.
7.8. The Seller is liable for defects of the replacement item pursuant to § 619 of Act No. 108/2024 Coll. on Consumer Protection, as amended.
7.9. The Buyer has the right to a reasonable discount on the purchase price or may withdraw from the purchase contract even without an additional reasonable period under § 517(1) of Act No. 40/1964 Coll., the Civil Code, as amended, if
a) the Seller has neither repaired nor replaced the item,
b) the Seller has neither repaired nor replaced the item in accordance with § 623(4) and (6) of Act No. 108/2024 Coll. on Consumer Protection, as amended,
c) the Seller refused to remedy the defect under § 623(2) of Act No. 108/2024 Coll., as amended,
d) the item has the same defect despite repair or replacement,
e) the defect is of such a serious nature that it justifies an immediate discount on the purchase price or withdrawal from the purchase contract, or
f) the Seller has declared or it is evident from the circumstances that they will not remedy the defect within a reasonable time or without causing serious difficulties for the Buyer.
7.10. The discount on the purchase price must be proportionate to the difference between the value of the sold item and the value the item would have had if it were free of defects.
7.11. The Buyer may not withdraw from the purchase contract under Clause 7.9 if the Buyer contributed to the occurrence of the defect or if the defect is negligible. The burden of proof that the Buyer contributed to the occurrence of the defect and that the defect is negligible lies with the Seller.
7.12. If the contract concerns the purchase of several items, the Buyer may withdraw only with respect to the defective item. With respect to the other items, the Buyer may withdraw only if it cannot reasonably be expected that they will be interested in keeping the other items without the defective item.
7.13. After withdrawal from the contract or part thereof, the Buyer shall return the item to the Seller at the Seller’s expense. The Seller shall ensure removal of an item that was installed in accordance with its nature and purpose before the defect appeared. If the Seller does not remove the item within a reasonable time, the Buyer may arrange the removal and delivery of the item to the Seller at the Seller’s cost and risk.
7.14. After withdrawal from the contract, the Seller shall refund the purchase price to the Buyer no later than 14 days from the day the item is returned to the Seller or from proof that the Buyer has sent the item to the Seller, whichever occurs first.
7.15. The Seller shall refund the purchase price to the Buyer or pay the discount in the same way the Buyer used to pay the purchase price, unless the Buyer expressly agrees to another method. All costs associated with the refund are borne by the Seller.
7.16. The Seller has no right to compensation for wear and tear due to normal use nor remuneration for normal use of the item prior to withdrawal from the purchase contract.
VIII. Liability for Defects in Digital Performance
8.1. The Merchant is liable for any defect that the digital performance has at the time of delivery and that manifests itself within two years of its delivery, if it is a digital performance delivered as a one-off or as a set of separate performances.
8.2. The Merchant shall remedy a defect in the digital performance within a reasonable period after the consumer has notified the defect, free of charge and without causing serious inconvenience to the consumer, taking into account the nature of the digital performance and the purpose for which the consumer required it.
8.3. The Merchant may refuse to remedy the defect if remedy is impossible or would cause disproportionate costs considering all circumstances, in particular the value the digital performance would have without the defect and the seriousness of the defect.
IX. Liability for Defects in a Service
9.1. The Seller is liable for any defect a service has at the time of its delivery and that manifests itself within two years of delivery of the service.
9.2. When exercising rights arising from liability for defects in a service, the provisions of Article VI of these Complaints Rules apply accordingly.
X. Final Provisions
10.1. These Complaints Rules form an integral part of the General Terms and Conditions and the Privacy & Cookies Policy of this website. The documents — General Terms and Conditions and the Privacy & Cookies Policy of this website — are published on the domain of the Seller’s website.
10.2. These Complaints Rules are valid and effective as of their publication on the Website on 30/10/2024.