Complaints Policy
Last updated: 23. 06. 2026
1. General provisions
These complaint terms govern the procedure for filing and handling complaints regarding goods purchased in the online shop eshop.resinos.com from the seller RESINOS & GO UP SYSTEMS INC.. They are governed by the legal order of the Slovak Republic and the EU.
2. Warranty period
- Consumer: statutory warranty of 24 months from receipt of the goods (unless otherwise stated for the goods).
- Entrepreneur (business, B2B): liability for defects and the warranty are governed by the Commercial Code, or by agreement and the manufacturer's warranty terms.
3. Filing a complaint
File the complaint as soon as possible after discovering the defect by e-mail to resinos@resinos.com. In the complaint, please state:
- the order number / proof of purchase,
- the designation of the goods and a description of the defect (ideally with a photograph),
- contact details and the preferred method of resolution.
The seller will then notify the address and method of delivery of the goods being complained about. We recommend sending the goods complete and clean.
4. Handling the complaint
The seller will issue the consumer a confirmation of the filing of the complaint. The consumer's complaint will be handled without undue delay, no later than 30 days from its filing, unless the parties agree on a longer period. The seller will inform the buyer of the outcome.
5. Rights arising from defective performance
Depending on the nature of the defect and in accordance with the applicable regulations, the buyer has the right in particular to the free removal of the defect (repair), the replacement of the goods, a reasonable discount on the price or withdrawal from the contract.
6. Exclusion of liability
The warranty does not apply to defects caused by ordinary wear and tear, improper use, unprofessional handling or intervention, mechanical damage or use contrary to the instructions.
7. On-site service
For devices installed by a service technician, the complaint may be resolved by a service call-out; the terms and any costs outside the warranty are agreed individually.