Return Policy
COMPLAINTS PROCEDURE
of the online store www.mountrastore.com
I. Identification of the Seller
1.1. This Complaints Procedure (hereinafter referred to as the “CP”) governs the legal relationships between the company:
Business name: Petsky, s. r. o.
Registered office: Klimkovičova 3164/21, 040 23 Košice - mestská časť Sídlisko KVP, Slovak Republic
Registered in the Commercial Register of the District Court Žilina, Section Sro, Insert No. 87564/L
Company ID (IČO): 56937407
Tax ID (DIČ): 2122504230
Bank account: SK5275000000004034983576
The seller is not a VAT payer
(hereinafter also referred to as the “Seller” or “Trader”) and each person who is a Buyer of products offered by the Seller on the Seller’s Website, and who acts in the position of a consumer within the meaning of further provisions of the General Terms and Conditions published on the Seller’s website and the relevant laws defining a consumer, under the valid legislation of the Slovak Republic, especially Act No. 108/2024 Coll. on Consumer Protection and on the amendment and supplementation of certain laws as amended, Act No. 40/1964 Coll. Civil Code as amended, with the exception specified in Clause 4.4. of this Complaints Procedure, which governs the legal relationship between the Trader and the Buyer who does not act as a consumer.
1.2. Email and telephone contact details of the Seller:
Email: info@petsky.eu
Phone number: +421 907 976 751
1.3. The address for sending complaints and withdrawals from contracts is:
Petsky, s. r. o., Klimkovičova 21, 040 23 Košice, Slovak Republic
II. Basic Provisions
2.1. This Complaints Procedure governs the legal relationships between Buyers who are consumers and the Trader.
III. Exercising the Right from Liability for Defects
3.1. The Buyer may exercise rights from liability for defects only if the defect was notified to the Seller without undue delay, no later than within 24 months from the receipt of the item. If the defect is not notified within this period, the rights from liability for defects expire.
IV. Liability for Defects
4.1. The Seller is liable for any defect that the sold item has at the time of delivery and that manifests within two years from the delivery of the item.
4.2. If the subject of purchase is an item with digital elements, where digital content is to be delivered or a digital service is to be provided continuously for an agreed period, the Seller is liable for any defect in the digital content or digital service that occurs or manifests during the entire agreed period, but for at least two years from the delivery of the item with digital elements.
4.3. For used items, the parties may agree on a shorter period of the Seller’s liability for defects than stated in Clauses 4.1 and 4.2, but not shorter than one year from the delivery of the item.
4.4. The Seller is liable for any defect that the sold item has at the time of delivery to the Buyer and that manifests within six months from the delivery of the item, in the case where the Buyer does not act in the position of a consumer.
V. Rights from Liability for Defects
5.1. If the Seller is liable for a defect of the sold item, the Buyer has the right to have the defect removed by repair or replacement, the right to a reasonable discount from the purchase price, or the right to withdraw from the purchase contract.
5.2. The Buyer may withhold payment of the purchase price or part thereof until the Seller fulfills the obligations arising from liability for defects, unless the Buyer is in delay with the payment of the purchase price or part thereof at the time the defect is notified. The Buyer shall pay the purchase price without undue delay after the Seller has fulfilled its obligations.
5.3. The Buyer may exercise the rights from liability for defects, including the right under Clause 5.2., only if the defect was notified within two months from its discovery, and no later than by the expiry of the period pursuant to Clauses 4.1 to 4.3 of this Complaints Procedure.
5.4. Exercising the rights from liability for defects does not exclude the Buyer’s right to compensation for damage caused by the defect.
VI. Notification of a Defect
6.1. A defect may be notified at any of the Seller’s business premises, at another person’s location of which the Seller informed the Buyer before concluding the contract or before sending the order, or by means of distance communication to the address of the Seller’s registered office or place of business, or to another address provided by the Seller to the Buyer when concluding the contract or thereafter.
6.2. If the Buyer notified the defect via postal mail which the Seller refused to accept, the mail is considered delivered on the date of refusal.
6.3. The Seller shall provide the Buyer with written confirmation of the notification of the defect without delay after the defect has been notified by the Buyer. In the confirmation, the Seller shall state the period within which the defect will be remedied in accordance with § 507(1) of Act No. 40/1964 Coll. Civil Code as amended. The period stated in the previous sentence must not exceed 30 days from the date of notification of the defect, unless a longer period is justified by an objective reason beyond the Seller’s control.
6.4. If the Seller refuses liability for the defect, the reasons for the refusal shall be communicated to the Buyer in writing. If the Buyer proves the Seller’s liability for the defect with an expert opinion or statement issued by an accredited person, authorized person, or notified person, the defect may be notified again, and the Seller may not refuse liability for the defect. The repeated notification of the defect is not subject to § 621(3) of Act No. 108/2024 Coll. on Consumer Protection and on the amendment and supplementation of certain laws as amended. The costs incurred by the consumer in connection with the expert opinion and statement are governed by § 509(2) of Act No. 40/1964 Coll. Civil Code as amended.
6.5. If before concluding the contract, or if the contract is concluded based on the Buyer’s order, before the order is sent, the Seller informed the Buyer that defects can also be notified at another person, the actions or omissions of this person are considered actions or omissions of the Seller for the purposes of liability for defects.
VII. Remedy of Defect
7.1. The buyer has the right to choose the remedy of the defect either by replacement or by repair of the item. The buyer may not choose a remedy that is impossible or that would result in disproportionate costs to the seller compared to the alternative remedy, taking into account all circumstances, especially the value the item would have without the defect, the severity of the defect, and whether the alternative remedy would cause significant inconvenience to the buyer.
7.2. The seller may refuse to remedy the defect if repair or replacement is not possible or would require disproportionate costs considering all circumstances, including those referred to in the second sentence of point 7.1.
7.3. The seller shall repair or replace the item within a reasonable time after the buyer has notified the defect, free of charge, at the seller’s own cost, and without causing significant inconvenience to the buyer, considering the nature of the item and the purpose for which the buyer requested it.
7.4. For the purpose of repair or replacement, the buyer shall hand over or make the item available to the seller or a person pursuant to Section 622(5) of Act No. 108/2024 Coll. on Consumer Protection and on Amendments and Supplements to Certain Acts, as amended. The seller shall bear the cost of collecting the item.
7.5. The seller shall deliver the repaired item or the replacement item to the buyer at the seller's own expense in the same or a similar manner in which the buyer delivered the defective item, unless the parties agree otherwise. If the buyer fails to collect the item within six months from the date it was to be collected, the seller may sell the item. If the item is of significant value, the seller shall notify the buyer in advance of the intended sale and provide an appropriate additional period to collect the item. The seller shall, without undue delay after the sale, pay the buyer the proceeds from the sale of the item, less the costs reasonably incurred for its storage and sale, provided the buyer claims the right to the proceeds within a reasonable time specified by the seller in the notice of intended sale. If the item could not be sold or the expected proceeds from the sale would not even cover the costs reasonably incurred by the seller for the storage and necessary sale of the item, the seller may destroy the item at their own expense.
7.6. When remedying the defect, the seller shall ensure the removal of the item and the installation of the repaired or replacement item if the replacement or repair requires the removal of the defective item that was installed in accordance with its nature and purpose before the defect appeared. The seller and the buyer may agree that the buyer will arrange the removal and installation of the repaired or replacement item at the seller’s expense and risk.
7.7. When remedying the defect by replacement, the seller is not entitled to compensation for wear and tear due to ordinary use of the item or to any payment for such use before the replacement.
7.8. The seller shall be liable for defects in the replacement item in accordance with Section 619 of Act No. 108/2024 Coll. on Consumer Protection and on Amendments and Supplements to Certain Acts, as amended.
7.9. The buyer has the right to a reasonable discount from the purchase price or may withdraw from the purchase contract without providing an additional reasonable time pursuant to Section 517(1) of Act No. 40/1964 Coll., the Civil Code, as amended, if:
a) the seller has neither repaired nor replaced the item,
b) the seller has failed to repair or replace the item in accordance with Section 623(4) and (6) of Act No. 108/2024 Coll. on Consumer Protection and on Amendments and Supplements to Certain Acts, as amended,
c) the seller has refused to remedy the defect pursuant to Section 623(2) of the same Act,
d) the item has the same defect despite repair or replacement,
e) the defect is of such a serious nature that it justifies an immediate discount from the purchase price or withdrawal from the contract, or
f) the seller has declared or it is apparent from the circumstances that the defect will not be remedied within a reasonable time or without causing serious inconvenience to the buyer.
7.10. The discount from the purchase price must be reasonable in proportion to the difference between the value of the sold item and the value the item would have had if it had been without defects.
7.11. The buyer may not withdraw from the purchase contract pursuant to point 7.9 if the buyer contributed to the occurrence of the defect or if the defect is minor. The burden of proof that the buyer contributed to the defect or that the defect is minor lies with the seller.
7.12. If the contract concerns the purchase of multiple items, the buyer may withdraw from it only in relation to the defective item. The buyer may withdraw from the contract in relation to the remaining items only if it cannot reasonably be expected that the buyer would wish to retain the other items without the defective one.
7.13. Upon withdrawal from the contract or part thereof, the buyer shall return the item to the seller at the seller’s expense. The seller shall ensure the removal of the item that was installed in accordance with its nature and purpose before the defect appeared. If the seller fails to remove the item within a reasonable time, the buyer may arrange for its removal and delivery to the seller at the seller’s expense and risk.
7.14. Upon withdrawal from the contract, the seller shall return the purchase price to the buyer no later than 14 days from the day the item is returned to the seller or proof is provided that the buyer has sent the item to the seller, whichever occurs first.
7.15. The seller shall return the purchase price to the buyer or provide a discount from the purchase price using the same method used by the buyer to pay the purchase price, unless the buyer expressly agrees to a different method of payment. All costs related to the refund shall be borne by the seller.
7.16. The seller is not entitled to compensation for wear and tear due to ordinary use of the item or to any payment for such use prior to withdrawal from the purchase contract.
VIII. Liability for Defects in Digital Content
8.1. The trader is liable for any defect that the digital content has at the time of its delivery and that becomes apparent within two years of its delivery, in the case of digital content delivered as a one-time supply or as a set of separate supplies.
8.2. The trader shall remedy the defect in the digital content within a reasonable period after the consumer has notified the defect, free of charge and without causing significant inconvenience to the consumer, taking into account the nature of the digital content and the purpose for which the consumer required the digital content.
8.3. The trader may refuse to remedy the defect if remedying it is impossible or would result in disproportionate costs, considering all circumstances, in particular the value that the digital content would have without the defect and the seriousness of the defect.
IX. Liability for Defects in a Service
9.1. The seller is liable for any defect in the service that exists at the time of its provision and that becomes apparent within two years from the date of provision.
9.2. In asserting rights arising from liability for defects in a service, the provisions of Article VI of this Complaint Policy shall apply accordingly.
X. Final Provisions
10.1. This Complaint Policy forms an inseparable part of the General Terms and Conditions and the Privacy Policy of this Website. The documents – General Terms and Conditions and the Privacy Policy of this Website – are published on the domain of the Seller’s Website.
10.2. This Complaint Policy is valid and effective as of its publication on the Seller’s Website on 23 May 2025.
Defect Notification Form
of the online store www.mountrastore.com
Communication address:
Petsky, s. r. o., Klimkovičova 21, 040 23 Košice, Slovak Republic
Customer
Name and surname:
Address:
Phone number / Email address:
Claimed product/service
Invoice or warranty certificate number:
Product/service name:
Date of purchase:
Accessories:
Description of the defect:
I request that my complaint be handled in the following way /please tick the appropriate option/:
□ Product replacement □ Product repair
If the complaint is resolved by a refund and you wish to receive the money to a bank account, please provide the account number:
Location: .................................... Date: …………………
............................................
Customer's signature