Goods reclamation procedure

Introductory provisions.

1. The operator (hereinafter referred to as seller) of the online store is Filimex s.r.o., Slivková 10, Bernolákovo, 900 27, Slovenská repúblika.

THE ADDRESS FOR RETURNING GOODS: Filimex s.r.o., Slivková 10, Bernolákovo, 900 27, Slovenská repúblika.

2. The customer (hereinafter referred as buyer) in the online store is any natural or legal person whose data contains in electronic form with an order for goods (product/s or service/s). Each order which made by buyer on website has unic number.

3. These Complaints Regulations govern the legal relations between the seller and the buyer, when dealing with complaints regarding the correctness and quality of the goods and services provided by the seller.

4. Claim for the purposes of this claim procedure means the right that the buyer claims against the seller for defects in goods or services provided by the seller, requiring a certain replacement of the purchased goods or compensation for defects from the seller.

5.Pursuant to this complaint procedure, the buyer (or a person authorized by the buyer acting under a power of attorney from the buyer) may personally file a complaint in writing or by mail.

               fill the reclamation form on the website in the section “RECLAMATION” (click here)

               send a filled and signed reclamation form email address:

               send a filled and signed reclamation form (download form) by mail to the seller’s address: Filimex s.r.o., Slivková 10, Bernolákovo, 900 27, Slovenská repúblika.

6. Please ensure that when filing a complaint, it must be clearly stated:

               who submits the complaint (name, surname, address of permanent residence),

               the subject matter of the customer's complaint or request,

               to whom the complaint is addressed,

               date of submission of the claim,

               Signature of the Customer or signature of the Authorized Person.

               If the complaint is filed by an authorized person, the seller has the right to request a power of attorney for the authorized person from the buyer.

7. Fill in and print the Reclamation Form HERE.  This form can be used for claims of damaged goods!

You can find the data required for filling the form on your invoice.

8. In the case of filing a complaint by e-mail, fax or in writing by an authorized person on behalf of the buyer, a power of attorney to represent the buyer in the matter of the complaint must be attached to the complaint.

9. If the claim, issued by buyer, does not contain all of the requirements listed in point 2 of this article, it will be considered unauthorized and will not be accepted by seller.

10. The deadline for processing a claim is no more than 30 days from the date of the claim is received by seller. The seller issues a written document or send e-mail to the buyer about the processing of the claim.

11. Submitting a complaint means the day the client submits the complaint/reclamation. Complaint/reclamation date:

               for postal items - on the day of delivery of the claim at the location of the seller: Filimex s.r.o., Slivková 10, Bernolákovo, 900 27, Slovenská repúblika.

               in case of personal delivery - the date on the copy of the claim, with which the seller confirms the delivery.

               if delivered by email, the day the email is delivered to the seller's email address:

12. Other legal relations between the seller and the buyer, not directly regulated by this Relevant Procedure, are governed by the relevant provisions of individual contracts concluded between the seller and the buyer, the relevant provisions of generally binding legal norms and procedures which is provided on the territory of the Slovak Republic.

13. The seller is entitled to change or supplement these Complaints Procedure at any time due to changes in legal regulations and the business environment. The seller will determine the current wording of the Complaints Procedure by publishing it on his website.

14. Alternative dispute resolution

In the event that the buyer was not satisfied with the handling of the complaint by the seller or when the buyer turned to the seller with a request for correction and was not satisfied with the way in which the seller handled his complaint or if he believes that the seller violated his rights, the buyer has the right to contact the seller with a request for correction. If the seller responds negatively to such a request or does not respond to it within 30 days from the date of its sending, the buyer has the right to submit a proposal to initiate alternative dispute resolution with the alternative dispute resolution entity. The subject of alternative dispute resolution is the Slovak Trade Inspection, for the Slovak Trade Inspection, Prievozská 32, 827 99 Bratislava 27, or another relevant authorized legal entity registered in the list of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic (the list is available at The buyer is entitled to choose the subject of alternative resolution of consumer disputes to which he will turn. The consumer can use the online dispute resolution platform, which is available on the website:, to submit a proposal for an alternative resolution of their dispute.

This Returns and complaints procedure enters into force and effect from 01.01.2023 and fully replaces the previous Returns and complaints procedure. The operator reserves the right to change the Returns and complaints procedure even without prior notice.


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