Complaints Policy

1. Introduction

This Complaints Policy sets out the procedure for making complaints about goods and services provided by ARDEG s. r. o., Osloboditeľov 428/37, 040 17 Košice, Company ID (IČO): 57 602 735, under the DR. COFFEE Slovakia brand.

2. Where to make a complaint

A complaint can be made:

• by email to service@drcoffee-slovakia.com,
• via the complaint form on the website,
• in person at the DR. COFFEE Slovakia service centre.

Service centre:
DR. COFFEE Slovakia
Osloboditeľov 428/37
040 17 Košice
Phone: +421 55 301 98 34
Mon – Thu: 8:00 – 16:00

3. Required information

When making a complaint, the customer must provide:

• name or company name,
• contact details,
• order or invoice number,
• a detailed description of the defect.

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

4. Confirmation and processing times

When a complaint is made, ARDEG s. r. o. will issue the customer a confirmation of receipt; if the complaint is made electronically, the confirmation will be sent by email.

Consumer complaints are handled without undue delay and no later than 30 days from the day the complaint is made, unless applicable law provides otherwise. We will inform the customer of the outcome in writing or by email.

For business customers and legal entities, the processing time is governed by individual agreement or the Commercial Code.

5. Sending in equipment

If the equipment needs to be delivered to the service centre to assess the complaint, the customer must pack it appropriately to protect it from damage during transport.

ARDEG s. r. o. is not liable for damage caused by inadequate packaging by the customer.

6. Assessment of the complaint

After receiving the complaint, ARDEG s. r. o. will assess whether it is justified and decide on the next steps.

A complaint may be resolved by:

• repairing the equipment,
• replacing the equipment or a part of it,
• an appropriate price reduction,
• refunding the purchase price,
• rejecting the complaint with a justification.

7. Unauthorised interventions

The customer must not have repairs, modifications or other interventions carried out on the equipment by unauthorised persons.

If the equipment has been repaired or modified by an unauthorised person, the warranty claim may be lost in whole or in part.

8. Service work

Service can be carried out:

• at the service centre,
• at the customer's premises,
• through authorised service partners.

ARDEG s. r. o. determines how the service work is carried out depending on the nature of the fault and technical possibilities.

9. Replacement equipment

There is no legal entitlement to replacement equipment during a complaint or repair.

ARDEG s. r. o. may provide replacement equipment where possible, based on individual agreement.

10. Alternative dispute resolution

If a consumer is not satisfied with how a complaint was handled, they may contact us with a request for redress. If we reject the request or do not respond within 30 days, the consumer has the right to submit a proposal for alternative dispute resolution to the Slovak Trade Inspection (www.soi.sk) or another alternative dispute resolution body.

11. Final provisions

This Complaints Policy forms an integral part of the Terms and Conditions of ARDEG s. r. o.

ARDEG s. r. o. reserves the right to update or amend this Complaints Policy appropriately.

The current version of the Complaints Policy is always published on the DR. COFFEE Slovakia website.