Refund policy
Article 1 – Seller and Scope of this Procedure
1.1 The Seller is DUOS online, s. r. o., with its registered office at Dunajská 2285/3, 811 08 Bratislava – Staré Mesto borough, Company ID No.: 52 689 301 (hereinafter the “Seller”).
Contact details for submitting a complaint:
Email: info@duos.sk
Telephone: +421 905 753 146
Postal address: DUOS online, s. r. o., Dunajská 2285/3, 811 08 Bratislava
Store: DUOS, EUROVEA shopping centre, Pribinova 8, 811 09 Bratislava
1.2 This Complaints Procedure governs the exercise by consumers of rights arising from liability for defects in goods purchased from the online store www.duos.sk or from the Seller’s retail store. A consumer is a natural person who, when concluding and performing the contract, is acting outside their business or profession (hereinafter the “Buyer”).
1.3 The Buyer’s rights are governed in particular by Slovak Act No. 40/1964 Coll., the Civil Code, especially its provisions on consumer purchase contracts, Act No. 108/2024 Coll. on Consumer Protection, and Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes, in each case in the applicable version in force.
1.4 Where a purchase is made by a person who does not have consumer status, liability for defects is governed by the applicable legislation and the agreed contractual terms. This Procedure governs complaints concerning goods; it does not govern the specific terms applicable to services provided separately.
Article 2 – Liability for Defects
2.1 The Seller is liable for defects present in the goods at the time of delivery which become apparent within two years of delivery. The goods must meet both the agreed requirements and the general statutory requirements, particularly as regards description, quantity, quality, functionality, safety and their usual or agreed intended use. The Seller’s liability is not limited to manufacturing defects or functional faults.
2.2 If a defect becomes apparent during the statutory liability period, it is presumed to have existed at the time of delivery. This presumption does not apply if the contrary is proved or if it is incompatible with the nature of the goods or the defect.
2.3 The Buyer must notify the defect within two months of discovering it, and no later than the expiry of the applicable liability period. This does not affect the special rule on notifying a defect again under Article 6.
2.4 For second-hand goods, a shorter liability period may be individually agreed, but it must be at least one year from delivery. In the absence of such an agreement, a two-year period applies. Wear and tear commensurate with the previous use of second-hand goods is not considered a defect.
2.5 The mere granting of a discount or sale of goods in a clearance sale does not restrict the Buyer’s rights. A deviation from the general requirements for goods is not considered a defect if, when the contract was concluded, the Seller expressly drew attention to the specific deviation and the Buyer expressly and separately accepted it.
2.6 The Seller is not liable for damage arising only after delivery as a result of improper use, inadequate maintenance or external interference, provided that the Seller is not responsible for its cause. Normal wear and tear consistent with the nature of the goods and the way they are used is not a defect. These circumstances are assessed individually and cannot justify a blanket rejection of complaints.
2.7 If the purchase concerns goods with digital elements, the special rules of the Civil Code on digital elements and updates also apply. Where continuous supply of digital content or provision of a digital service has been agreed, the Seller is liable for defects in such content or service throughout the agreed period, but for at least two years from delivery of the goods.
Article 3 – How to Submit a Complaint
3.1 A complaint means notifying a defect in the goods and exercising rights arising from liability for defects. The Buyer may submit a complaint by email to info@duos.sk, by post to the Seller’s registered office or in person at any of the Seller’s business premises. These options apply regardless of whether the goods were purchased through the e-shop or in a retail store.
3.2 To facilitate the handling of a complaint, we recommend providing the Buyer’s name and contact details, identification of the goods, the order number or other details enabling verification of the purchase, a description of the defect, when it was discovered and the remedy requested. Photographs may help assess the defect, but they are not a general prerequisite for accepting a complaint.
3.3 A purchase from the Seller may be proved by an invoice, a till receipt, an order confirmation or other credible means. A complaint is not conditional on presenting the original till receipt or original packaging, or on using a particular form.
3.4 The Buyer shall allow the Seller to inspect the defect and shall hand over or make the goods available to the Seller for repair or replacement. When sending goods, we recommend agreeing the method of transport in advance and packing the goods appropriately. The Seller’s prior consent is not a prerequisite for notifying a defect.
3.5 A defect may be notified before the goods themselves are delivered to the Seller. The start of the statutory period is not automatically deferred until the day the goods, all documents or accessories are delivered. The Buyer shall provide the cooperation needed to assess and remedy the defect.
3.6 If the Seller refuses to accept a postal consignment containing a notification of a defect, it is deemed to have been delivered on the day of refusal.
Article 4 – Acknowledgement and Time Limit for Remedying a Defect
4.1 The Seller shall provide the Buyer with written acknowledgement promptly after the defect has been notified, for example by email. The acknowledgement shall state the period within which the Seller will remedy the defect.
4.2 Repair or replacement shall be carried out within a reasonable period, free of charge, at the Seller’s expense and without significant inconvenience to the Buyer. A reasonable period takes into account the shortest time needed to assess and remedy the defect, the nature of the goods, their purpose, and the nature and severity of the defect.
4.3 The period must not exceed 30 days from notification of the defect, unless a longer period is justified by an objective reason beyond the Seller’s control. The Seller must prove the existence of such a reason. The Seller shall inform the Buyer of the specific reason and the expected date on which the defect will be remedied. Any extension must not be arbitrary.
4.4 The Seller shall inform the Buyer in writing of the outcome of the assessment and how the complaint has been resolved. If liability is rejected, the Seller shall state the specific reasons.
Article 5 – Buyer’s Rights
5.1 The Buyer may choose to have the goods repaired or replaced. The chosen remedy cannot be requested if it is impossible or would impose disproportionate costs on the Seller compared with the other remedy. In particular, the value of the goods without the defect, the severity of the defect and whether the other remedy would cause significant inconvenience to the Buyer are taken into account.
5.2 The Seller may refuse to remedy the defect if neither repair nor replacement is possible or if both remedies would entail disproportionate costs. This does not affect the rights to a price reduction or withdrawal from the contract under the following clauses.
5.3 The Buyer may request a proportionate price reduction or withdraw from the contract without granting a further additional period if:
- a) the Seller has neither repaired nor replaced the goods;
- b) the repair or replacement was not carried out in accordance with the statutory obligations concerning taking back the goods and the associated costs, or concerning removal and reinstallation of the goods;
- c) the Seller has refused to remedy the defect for the reasons set out in clause 5.2;
- d) the goods have the same defect despite repair or replacement;
- e) the severity of the defect justifies an immediate price reduction or withdrawal;
- f) the Seller has stated, or it is clear from the circumstances, that the defect will not be remedied within a reasonable period or without significant inconvenience to the Buyer.
5.4 In the case of a recurring or serious defect, all circumstances are assessed, including the type and value of the goods, the nature of the defect and whether the Buyer can reasonably be expected to retain confidence in the Seller’s ability to remedy the defect.
5.5 The amount of the price reduction corresponds to the difference between the value of the defective goods and the value they would have without the defect. The Buyer may not withdraw from the contract on account of a negligible defect or if the Buyer contributed to causing it; the Seller must prove these facts.
5.6 If the contract concerns several goods, withdrawal generally applies to the defective goods. It may extend to the other goods if the Buyer cannot reasonably be expected to keep them without the defective goods.
5.7 On withdrawal due to a defect, the Buyer shall return the goods at the Seller’s expense. The Seller shall refund the purchase price within 14 days of the return of the goods or proof that they have been sent back, whichever occurs first. The Seller shall refund the price or pay the price reduction using the same means of payment used by the Buyer, unless the Buyer expressly agrees to another method. The Seller shall bear the payment costs. The Seller shall not seek compensation for normal use or normal wear and tear before replacement or withdrawal.
5.8 For contracts concluded on or after 31 July 2026, the liability period is extended by 12 months after the first remedy of a defect by repair. The extension applies only once, regardless of the number of repairs. Before remedying the defect, the Seller shall inform the Buyer of the choice between repair and replacement and of this extension.
5.9 The Seller is liable for defects in replacement goods supplied in an exchange under Section 619 of the Civil Code; the liability period for the replacement goods runs from their delivery.
5.10 Submitting a complaint does not affect the right to compensation for damage. Subject to the conditions in Section 621(2) of the Civil Code, the Buyer may withhold payment of the price or part of it until the Seller fulfils its obligations arising from liability for defects, provided that the Buyer was not in arrears with that payment when the defect was notified.
Article 6 – Rejection of Liability and Resubmission of a Complaint
6.1 If the Seller rejects liability for a defect, the Seller shall notify the Buyer of the reasons in writing.
6.2 If the Buyer proves the Seller’s liability by means of an expert report or a professional opinion issued by an accredited person, the Buyer may notify the defect again. In that case, the Seller may not reject liability for that defect. The time limit under Section 621(3) of the Civil Code does not apply to the repeated notification.
6.3 The Buyer is entitled to reimbursement of costs reasonably incurred in connection with notifying a defect for which the Seller is liable and exercising rights arising from that defect. These may include necessary postage or the costs of an expert report or professional opinion. The Buyer must claim reimbursement no later than two months after delivery of the repaired or replacement goods, payment of the price reduction or refund of the price following withdrawal; otherwise, the right expires.
Article 7 – Costs of Repair, Replacement and Transport
7.1 The Seller shall bear the costs of taking back the goods for repair or replacement. The Seller shall deliver the repaired or replacement goods to the Buyer at its own expense, using the same or a similar method to that used by the Buyer to deliver the defective goods to the Seller, unless otherwise agreed.
7.2 If repair or replacement requires the removal of goods which were properly installed before the defect became apparent, the Seller shall also arrange their removal and installation of the repaired or replacement goods. It may be agreed that the Buyer will arrange these operations at the Seller’s expense and risk.
Article 8 – Commercial Guarantee
8.1 If the Seller or manufacturer provides a voluntary commercial guarantee in addition to statutory rights, its terms are set out in the guarantee certificate or the relevant advertising. Such a guarantee does not restrict the Buyer’s statutory rights against the Seller.
Article 9 – Complaints and Returns Without Giving a Reason
9.1 A complaint concerning defective goods and withdrawal from a contract without giving a reason are separate rights.
9.2 When purchasing through the e-shop, a consumer generally has the right to withdraw from the contract without giving a reason within 14 days of receiving the goods, subject to the exceptions and conditions laid down in Act No. 108/2024 Coll. A purchase in a physical retail store does not, in itself, give rise to such a statutory right.
9.3 In the event of withdrawal without giving a reason, the consumer bears the direct costs of returning the goods only where the statutory conditions are met, in particular where the consumer was duly informed of this obligation in advance and the Seller has not undertaken to bear those costs. This rule must not be confused with the costs of resolving a defect for which the Seller is liable.
9.4 This Article explains the distinction between these rights and does not replace the full information on withdrawal from the contract or the model withdrawal form.
Article 10 – Alternative Dispute Resolution
10.1 If the Buyer is dissatisfied with the way a complaint has been handled or believes that their rights have been infringed, the Buyer may send the Seller a request for redress to info@duos.sk or by post to the Seller’s registered office.
10.2 If the Seller rejects the request or fails to respond within 30 days of it being sent, the Buyer may submit an application to initiate alternative dispute resolution to the competent entity under Act No. 391/2015 Coll.
10.3 The competent entity for disputes arising from the Seller’s sale of goods is the Slovak Trade Inspection, or another authorised entity entered in the list maintained by the Ministry of Economy of the Slovak Republic whose scope of competence covers the dispute.
Slovak Trade Inspection (SOI) contact details for alternative dispute resolution:
Slovak Trade Inspection, Central Inspectorate
Department for International Relations and Alternative Resolution of Consumer Disputes
Bajkalská 21/A, P.O. Box 29, 827 99 Bratislava 27
Email: ars@soi.sk or adr@soi.sk
Information and form: https://www.soi.sk/alternativne-riesenie-spotrebitelskych-sporov
10.4 The Buyer’s right to bring proceedings before a court remains unaffected.
Article 11 – Final and Transitional Provisions
11.1 This Complaints Procedure takes effect on 27.9.2026.
11.2 The formation of legal relationships under contracts concluded before 31 July 2026 and claims arising from those contracts shall be assessed under the Civil Code in the version in force until 30 July 2026.
11.3 This Procedure does not restrict the Buyer’s statutory rights or any more favourable rights already validly granted to the Buyer by contract or guarantee. Amendments to this Procedure do not have retroactive effect to the Buyer’s detriment.
Harmonised Notice
