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    Home / Complaints Policy

    Complaints Policy

    of the online store www.heminghunting.com

    Article I
    Introductory Provisions
    This complaints policy governs the rights and obligations of the contracting parties and the conditions for lodging and resolving complaints arising from the purchase contract concluded between the seller and the consumer, the subject of which is the sale of goods via the online store operated at www.heminghunting.com (hereinafter referred to as the “online store”). This complaints policy does not apply to the exercise of rights arising from liability for defects by a buyer who is not a consumer.
    This complaints policy forms an integral part of the purchase contract specified in Article I, paragraph 1 of this document (hereinafter referred to as the “purchase contract”).
    This policy is drawn up in accordance with:
    Act No. 40/1964 Coll. Civil Code as amended,
    Act No. 108/2024 Coll. on Consumer Protection as amended.
    Legal relationships between the seller and the consumer concerning liability for defects that are not expressly regulated in this complaints policy are governed by the relevant provisions of the Civil Code and the Consumer Protection Act.
    The seller's liability for defects in a contract with a buyer who is a business entity is governed by the provisions of Act No. 513/1991 Coll. Commercial Code as amended.
    This complaints policy is prepared in Slovak.
    By submitting an order, the buyer confirms that they have read, understood, and agreed to this complaints policy.

    Article II
    Definitions
    The seller is a person who, in connection with a consumer contract, its obligations, or commercial practices, acts within the scope of their business.
    The seller is the owner of the online store operated at www.heminghunting.com:
    Business name: HEMING hunting s.r.o.
    Registered in: Commercial Register of the District Court Bratislava III, Section Sro, File No. 176338/B
    Registered office: Mierová 371/24, 821 05 Bratislava
    Company ID: 56060661
    Tax ID: 2122209694
    VAT ID: SK2122209694
    Email: heming@heminghunting.com
    Phone: +421 940 999 191

    The buyer is a person who purchases products or uses services, either as a consumer, business, or other organization.
    A consumer is a natural person who does not act within their business or professional activity in connection with a consumer contract.
    Goods are any tangible movable items sold by the seller.
    The purchase contract is a contract concluded between the seller and the buyer via the online store or by another suitable means as agreed in the terms and conditions.
    The online store is the website located at www.heminghunting.com, through which the contractual parties may conclude the purchase contract.
    Supervisory authority:
    Slovak Trade Inspection (SOI)
    Inspectorate for the Bratislava Region
    Prievozská 32,
    P.O. Box 5,
    820 07 Bratislava 27
    Department of Market Surveillance
    Phone: 02/58272 172, 02/58272 104
    Fax: 02/58272 170

    Article III
    Requirements for the Sold Item
    The seller guarantees that the item sold complies with the agreed and general requirements. This does not apply if the seller informed the buyer that the item does not comply with general requirements and the buyer agreed.
    The item is in accordance with the agreed requirements if it:

    • matches the description, type, quantity, and quality defined in the contract,

    • is suitable for the specific purpose indicated by the buyer before concluding the contract and agreed upon by the seller,

    • performs the functions as defined in the contract,

    • possesses the other characteristics agreed in the contract,

    • is delivered with all accessories defined in the contract,

    • is delivered with user instructions, including installation or assembly instructions as stipulated in the contract.

    The item meets general requirements if it:

    • is suitable for the purposes typical for such goods, considering legislation and technical norms,

    • is delivered with the accessories, packaging, and instructions the buyer may reasonably expect,

    • is delivered in the quantity, quality, and with the features, functionality, compatibility, and safety expected for such goods.

    If the item does not meet these requirements, it is considered defective.

    Article IV
    Liability for Defects
    The seller is liable for any defect that existed at the time of delivery and manifests within two years from delivery.
    For used goods, a shorter liability period may be agreed, but not less than one year.
    The provider may declare stricter liability by agreement or unilateral statement, issuing a warranty certificate.
    The seller is liable for defects caused by incorrect installation if:

    • installation was included in the purchase contract and performed by the seller or under their responsibility,

    • installation by the buyer failed due to deficiencies in the installation instructions provided by the seller.

    If a defect occurs within the period defined above, it is presumed that the defect existed at the time of delivery, unless proven otherwise or incompatible with the nature of the item.

    Article V
    Filing a Complaint
    The buyer may exercise their rights only if they report the defect to the seller within two months of discovering it, and no later than two years from receipt.
    Complaints can be filed by notifying the seller. The seller recommends contacting them via email at heming@heminghunting.com with photos or a video. If assessment is not possible, the buyer will be asked to send the item.
    The buyer may use the complaint form available on the seller’s website.
    The seller will promptly confirm receipt of the complaint and specify the deadline for resolving the defect, which must not exceed 30 days unless a longer period is objectively justified. If not resolved within the period, the buyer may withdraw from the contract or request a price reduction.
    The buyer is entitled to reimbursement of reasonably incurred expenses, which must be claimed within two months.
    If the seller denies liability, they must provide written justification. Complaints may be rejected if the defect was caused by:

    • normal wear and tear,

    • mechanical damage by the buyer,

    • improper conditions (temperature, humidity, etc.),

    • misuse or neglect,

    • overloading or improper use,

    • natural disaster or force majeure.

    If the buyer provides an expert opinion proving the seller’s liability, the complaint must be accepted. The cost of the expert opinion must be claimed within two months.

    The buyer may withhold payment of the purchase price or part thereof until the seller fulfills their obligations under liability for defects, unless the buyer is in default on payment.

    Article VI
    Claims from a Complaint
    In the event of a justified complaint, the buyer has the right to repair, replacement, price reduction, or withdrawal from the contract.

    Repair or Replacement
    The buyer may choose repair or replacement unless one is impossible or disproportionately expensive.
    Repairs or replacements will be carried out free of charge, without undue delay, and without major inconvenience to the buyer.
    The item must be returned or made available for repair or replacement, and the seller bears the cost.
    Repaired or replaced items will be delivered back in the same way as received, unless agreed otherwise.
    If the item was installed, the seller will remove the defective item and install the replacement at their own cost unless otherwise agreed.

    Price Reduction or Withdrawal from the Contract
    The buyer may request a price reduction or withdraw from the contract without providing an additional period if:

    • the item was not repaired or replaced,

    • the seller refused to remedy the defect,

    • the item still has the same defect after repair or replacement,

    • the defect is serious enough to justify immediate withdrawal or reduction,

    • the seller confirms they will not repair it in time or without inconvenience.

    When assessing this right, all circumstances are considered, especially the type, value, and nature of the defect.
    The reduction must reflect the difference in value between the defective and non-defective item.
    Withdrawal is not permitted if the defect is negligible or caused by the buyer.
    For multi-item purchases, withdrawal applies only to the defective item unless the remaining items cannot reasonably be used without it.
    The buyer returns the item at the seller's cost.
    If the seller does not remove the installed defective item, the buyer may do so and send it at the seller’s expense and risk.
    The purchase price will be refunded within 14 days of return or proof of dispatch, whichever is earlier, using the same payment method unless agreed otherwise.
    The seller is not entitled to compensation for wear or use prior to return.

    Article VII
    Failure to Collect Repaired Item
    The buyer must collect the repaired or replaced item within one month of repair; otherwise, a storage fee applies.
    If not collected within six months, the seller may sell the item.
    For higher-value items, the buyer will be notified in advance and given an additional grace period.
    If sold, the proceeds (less storage and sale costs) will be paid to the buyer upon timely request. If the item cannot be sold or the sale would not cover the costs, the seller may destroy it.

    Article VIII
    Final Provisions
    This complaints policy was prepared by the law firm Lanikova Group, s.r.o. for the operator of the online store www.heminghunting.com and is protected under Act No. 185/2015 Coll. Copyright Act as amended. Use, reproduction, distribution, or modification is prohibited without the author’s consent.
    This complaints policy becomes valid and effective on April 14, 2025.