Complaints Policy
This complaints policy explains what to do if a defect appears in a purchased product. It does not limit the buyer’s statutory rights.
Seller
Ján Szabó – JankoMade
Place of business: Šamborská 352/25A, 040 01 Košice
Company ID: 57 895 228
Email: jankomade@jankomade.sk
Phone: +421 915 070 238
What the Seller Is Responsible For
The seller is responsible for ensuring that, upon delivery, the product matches its description and agreed characteristics and has no defects for which the seller is liable under applicable law.
For consumer purchases, the seller is liable for a defect that appears within two years of delivery, unless the law provides otherwise. If a defect appears, we recommend reporting it without undue delay.
What Is Generally Not Considered a Defect
Wood is a natural material, so individual pieces may differ in grain, texture and shade. Minor variations caused by hand-finishing or by colours shown on different displays are not in themselves defects if the product matches its description and agreed characteristics.
Ordinary wear and tear, or damage caused by improper use, unsuitable maintenance or mechanical damage after receipt, is also not considered a defect. However, these circumstances do not automatically rule out an assessment of a specific case.
A made-to-measure product or one customised to an individual brief may also be subject to a complaint if it has a defect for which the seller is responsible.
How to Make a Complaint
Report the defect by email to jankomade@jankomade.sk or in writing to the seller’s address.
Please include:
- name and surname,
- order number or proof-of-purchase number,
- product name,
- description of the defect and when you noticed it,
- how you would like the complaint to be resolved,
- contact email address or phone number.
Photos of the defect may help with its assessment, but sending them is not a condition for making a complaint. If the product needs to be delivered for assessment or repair, we will agree with you on the next steps and the return address.
Do not send the product cash on delivery. Pack it securely before sending so it is not damaged in transit.
Acknowledgement and Handling of a Complaint
After receiving a defect notice, the seller will promptly confirm receipt. The confirmation will include the period within which the defect will be remedied. The seller will remedy the defect free of charge, within a reasonable time and without causing serious inconvenience to the buyer. The period will not exceed 30 days from the date the defect was reported, except where a longer period is justified by an objective reason beyond the seller’s control.
The seller:
If the complaint is justified, the buyer is entitled, depending on the nature of the defect and statutory conditions, primarily to repair or replacement. Under the conditions set by law, the buyer may request a reasonable price reduction or withdraw from the contract. The seller will inform you how the complaint is resolved. If the seller denies responsibility for the reported defect, they will tell you why.
Costs Related to a Complaint
Remedying a justified defect is free of charge. The buyer may claim costs reasonably incurred when exercising rights relating to defects to the extent and under the conditions set by law. If the seller is not responsible for the reported defect, the seller will inform you.
Address for Written Notices
Ján Szabó – JankoMade
Šamborská 352/25A
040 01 Košice
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Out-of-Court Resolution of Consumer Disputes
If the consumer is not satisfied with how their request for redress was handled, they may contact the relevant alternative dispute resolution body. Information about the procedure and relevant bodies is available on the website of the Slovak Trade Inspection:
Returns Without Giving a Reason
A complaint about a defect is different from withdrawing from a contract without giving a reason. Information about returning goods purchased through the online shop is available on the Complaints and Returns.