1. Introductory Provisions

These complaint rules govern the procedure for filing complaints regarding goods and services provided by Ardeg s.r.o. under the brand DR. COFFEE Slovakia.

2. Place of Complaint Submission

A complaint can be submitted:

by email at service@drcoffee.sk,
via the complaint form on the website,
in person at the DR. COFFEE Slovakia service center.

Service center:

DR. COFFEE Slovakia
Osloboditeľov 37
040 17 Košice

3. Complaint Requirements

When submitting a complaint, the customer is obliged to provide:

name or business name,
contact details,
order or invoice number,
detailed description of the defect.

Ardeg s.r.o. recommends attaching photos or video documentation of the defect.

4. Device Delivery

If it is necessary to deliver the device to the service center for complaint assessment, the customer is obliged to ensure adequate packaging of the device against damage during transport.

Ardeg s.r.o. is not responsible for damage caused by improper packaging by the customer.

5. Complaint Assessment

Upon receipt of a complaint, Ardeg s.r.o. will assess its legitimacy and decide on further action.

A complaint may be settled by:

repairing the device,
replacing the device or its part,
a reasonable price reduction,
rejecting the complaint.
6. Unauthorized Interventions

The customer must not perform repairs, modifications, or interventions on the device through unauthorized persons.

If the device has been repaired or modified by an unauthorized person, the right to warranty may be completely or partially lost.

7. Service Interventions

Service may be performed:

at the service center,
at the customer's premises,
through authorized service partners.

The method of service intervention is determined by Ardeg s.r.o. according to the nature of the fault and technical possibilities.

8. Replacement Device

The provision of a replacement device during a complaint or repair is not legally enforceable.

Ardeg s.r.o. may, according to its possibilities, provide a replacement device based on an individual agreement.

9. Final Provisions

These complaint rules form an integral part of the business terms and conditions of Ardeg s.r.o.

Ardeg s.r.o. reserves the right to reasonably update or change these complaint rules.

The current wording of the complaint rules is always published on the DR. COFFEE Slovakia website.