Complaints Procedure

1.1 Complaints are handled by the seller:

CSMD - Libelula s. r. o., registered office Blhovce 230, 980 32 Blhovce, Slovakia, Reg. No. (IČO): 56 070 837, Tax ID (DIČ): 2122176023, VAT ID (IČ DPH): SK2122176023, registered in: Obchodný register Okresného súdu Banská Bystrica, oddiel: Sro, vložka č. 48536/S.
E-mail: bestsignostudio@gmail.com, phone: +421 907 097 037.

1.2 The rights of a consumer buyer are governed in particular by Sections 612 to 626 of Act No. 40/1964 Coll., the Civil Code, and by Act No. 108/2024 Coll. on Consumer Protection. For a business buyer, liability for defects is governed by the Commercial Code (Section 422 et seq.).

2.1 The seller is liable for any defect the goods have at the time of delivery that appears within two years of delivery. For second-hand goods, the parties may agree on a shorter period, but not shorter than one year.

2.2 If a defect appears within this period, it is presumed to have existed at delivery, unless the contrary is proven or the presumption is incompatible with the nature of the goods or of the defect.

2.3 After a defect is first remedied by repair, the liability period is extended by 12 months; it is extended only once, regardless of the number of repairs.

2.4 Wear from normal use, natural differences in the grain and shade of wood and damage caused by improper use or handling contrary to the instructions are not defects. For personalised goods, a product that matches the details the buyer entered or approved (e.g. a typo in an engraving text the buyer typed) is not defective.

3.1 The buyer may exercise their rights in respect of defects if they notify the defect within two months of discovering it, and no later than the end of the liability period.

3.2 A defect can be notified:

• by e-mail to bestsignostudio@gmail.com,
• in writing to the seller’s registered office: CSMD - Libelula s. r. o., Blhovce 230, 980 32 Blhovce.

3.3 To speed things up, please give your name and contact details, the order number, a description of the defect and how it shows, and attach photos if possible. Also say whether you ask for repair or replacement.

3.4 If the goods need to be handed over to assess the defect, the seller agrees with the buyer how they will be sent. The cost of collecting the goods is borne by the seller. Please pack the goods so that they are not damaged in transit.

4.1 The seller gives the buyer a written confirmation of the complaint (usually by e-mail) without delay after the defect is notified. The confirmation states the period within which the seller will remedy the defect.

4.2 This period may not exceed 30 days from the notification of the defect, unless a longer period is justified by an objective reason beyond the seller’s control.

5.1 The buyer may choose to have the defect remedied by repair or replacement. The buyer cannot choose a remedy that is impossible or that, compared with the other remedy, would impose disproportionate costs on the seller. Before remedying the defect, the seller informs the buyer of this right to choose and of the extension of the liability period under point 2.3.

5.2 The seller repairs or replaces the goods free of charge, at its own expense and without significant inconvenience to the buyer, within the period under point 4.2, and delivers the repaired or new goods to the buyer at its own expense.

5.3 The buyer is entitled to a proportionate price reduction or may withdraw from the purchase contract if the seller has not repaired or replaced the goods, has refused to remedy the defect, the same defect remains despite repair or replacement, the defect is so serious that it justifies an immediate price reduction or withdrawal, or the seller has declared, or it is clear, that it will not remedy the defect within a reasonable time or without significant inconvenience to the buyer. The buyer cannot withdraw for a minor defect.

5.4 After withdrawal, the buyer returns the goods at the seller’s expense, and the seller refunds the purchase price no later than 14 days after the goods are returned or proof of their dispatch is provided, whichever is earlier.

5.5 The seller refunds the purchase price or the price reduction by the same method the buyer used to pay – for card payments through the payment gateway, back to the payment card –, unless the buyer expressly agrees to another method. All costs of the refund are borne by the seller.

5.6 If the seller rejects liability for the defect, it notifies the buyer of the reasons in writing. If the buyer proves the seller’s liability by an expert opinion or a professional statement of an accredited person, the buyer may notify the defect again and the seller cannot reject liability.

5.7 Exercising rights in respect of defects does not affect the buyer’s right to compensation for damage.

6.1 The seller does not give a commercial guarantee beyond the statutory liability for defects unless expressly stated for a particular product. If it gives one, its terms are set out in a guarantee statement.

7.1 If a consumer is not satisfied with how a complaint was handled, they may ask the seller for redress at bestsignostudio@gmail.com. If the seller rejects the request or does not reply within 30 days, the consumer may use alternative dispute resolution – the procedure and the competent bodies are in Article 9 of the General Terms and Conditions.

7.2 The supervisory authority is the Slovak Trade Inspection, Inspectorate for the Banská Bystrica Region, Dolná 46, 974 01 Banská Bystrica; for foodstuffs, the Regional Veterinary and Food Administration Rimavská Sobota, Kirejevská 22, 979 01 Rimavská Sobota.

8.1 This Complaints Procedure is valid and effective from 5 October 2026.