COMPLAINTS PROCEDURE

1. Merchant identification

1.1 These Complaints Procedures (hereinafter referred to as the “CP”) govern the legal relations between the company

Business name: Bioteco, sro
Registered office: Vinohrady 10, 940 67 Nové Zámky, Slovak Republic
Registered in the register of the District Court of Nitra, Section Sro, File number 60848/N
ID: 55588107
VAT number: 2122029624
VAT ID: SK2122029624
The seller is a VAT payer /Value Added Tax/

(hereinafter also the “Seller” or “Merchant”) and any person who is the 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 other provisions of these General Terms and Conditions and relevant laws defining a consumer, within the framework of the valid legislation of the Slovak Republic, in particular Act No. 108/2024 Coll. on Consumer Protection and on Amendments to Certain Acts, as amended, and Act No. 40/1964 Coll. Civil Code, as amended, with the exception specified in point 4.4. of these Complaints Procedure.

1.2 The Seller's email contact is:

Email: info@bioteco.sk

1.3 The address for sending documents, complaints, and withdrawals from contracts is:

Bioteco sro, Vinohrady 10, 940 67 Nové Zámky, Slovak Republic

2. Basic provisions

2.1 These complaints procedures govern the legal relationships between Buyers who are consumers and the Merchant.

3. Liability for defects in goods

3.1 The seller is responsible for defects that the goods had when they were taken over by the buyer and for defects that occur during the warranty period (24 months).

3.2 For goods sold at a discount, the warranty period is 24 months, however, the warranty does not apply to defects that were obvious or that were the reason for the price reduction.

3.3 For used items, the warranty period is 12 months, unless otherwise agreed.

3.4 A longer warranty may be provided by a statement in the warranty certificate.

4. Exercising the right to liability for defects

4.1 A complaint can be made by sending the goods together with a complaint letter to the address of BIOTECO sro or to an authorized service center specified in the warranty certificate.

4.2 The Seller is obliged to determine the method of handling the complaint and to handle the complaint no later than within 30 days.

4.3 The buyer has the right to a confirmation of the claim and a written document confirming its resolution.

5. Rights arising from liability for defects

5.1 If the seller is liable for a defect in the item sold, the buyer has the right to have the defect removed by repair or replacement, the right to an appropriate discount on the purchase price, or the right to withdraw from the purchase contract.

5.2 The Buyer may refuse to pay the purchase price or part thereof until the Seller has fulfilled its obligations arising from liability for defects, unless the Buyer is in default of payment of the purchase price or part thereof at the time of the defect being pointed out. The Buyer shall pay the purchase price without undue delay after the Seller has fulfilled its obligations.

5.3 The Buyer may exercise rights arising from liability for defects, including the right under point 5.2, only if he has reported the defect within two months of discovering the defect, at the latest by the expiry of the period under points 3.1 to 3.4 of these Complaints Procedure.

5.4 Exercising rights under liability for defects does not exclude the buyer's right to compensation for damage incurred as a result of the defect.

6. General terms and conditions of complaints

6.1 The buyer is obliged to present proof of purchase and, if the nature of the product requires it, also the warranty certificate. The goods must be in undamaged condition, except for the defect that is the subject of the claim and meet the conditions of the warranty claim.

7. Methods of handling complaints

 Removable defect: the right to free and timely removal or replacement.
 Irremovable defect: right to exchange goods or withdraw from the contract (refund).
 Repeated defect or multiple defects: right to exchange goods or withdraw from the contract.
 Irremovable defect not preventing use: right to a reasonable discount.
 The complaint must be resolved within 30 days, otherwise the buyer has the same rights as in the case of an irreparable defect.

8. Defect removal

8.1 The Buyer has the right to choose to eliminate the defect by replacing the item or repairing the item. The Buyer may not choose a method of eliminating the defect that is not possible or that would cause the Seller unreasonable costs compared to another method of eliminating the defect, taking into account all circumstances, in particular the value of the item without the defect, the severity of the defect and the possibility of causing difficulties for the Buyer.

8.2 The Seller may refuse to remove the defect if repair or replacement is not possible or would require unreasonable costs.

8.3 The Seller shall repair or replace the item within a reasonable period of time after the Buyer has pointed out the defect, free of charge, at its own expense and without causing serious inconvenience to the Buyer.

8.4 For the purposes of repair or replacement, the buyer shall hand over or make the item available to the seller; the costs of taking over the item shall be borne by the seller (Section 505, paragraphs 1 and 2 of the Civil Code).

8.5 The Seller shall deliver the repaired or replacement item to the Buyer at its own expense in the same or similar manner as the Buyer delivered the defective item, unless otherwise agreed.

8.6 When eliminating a defect by replacing the item, the seller is not entitled to compensation for normal wear and tear or for the usual use of the item before its replacement (Section 507(2) of the Civil Code).

8.7 If the defect occurs repeatedly after repair, a larger number of defects or another serious defect, the buyer has the right to withdraw from the contract or request an appropriate discount (Section 507, paragraphs 2 and 3 of the Civil Code).

8.8 If the seller does not remove the defect within a reasonable period of time or refuses to remove it, the buyer has the right to withdraw from the contract or demand an appropriate discount (Section 507(3) of the Civil Code).

8.9 The Buyer has the right to compensation for reasonably incurred costs associated with exercising rights under liability for defects (e.g. transport or postage costs) pursuant to Section 509 of the Civil Code.

8.10 The buyer's right to compensation for damages and adequate financial satisfaction pursuant to Section 509 of the Civil Code is not affected by these complaints procedures.

9. Post-warranty repairs

9.1 Post-warranty repairs are provided through BIOTECO contractual partners. Information about post-warranty service options and pricing conditions will be provided by the seller upon request via e-mail info@bioteco.sk

10. Alternative Dispute Resolution

10.1 The Buyer has the right to contact the Slovak Trade Inspection or another authorized legal entity registered in the list of alternative dispute resolution entities.

11. Final provisions

11.1 This Complaints Procedure forms an integral part of the General Terms and Conditions and the Personal Data Processing Policy of this Website. All documents, including this Complaints Procedure, are published on the website www.bioteco.sk and become part of the contractual documentation upon conclusion of the purchase contract.

11.2 This Complaints Procedure is valid and effective from the moment of its publication on the Seller's Website on 08.09.2025.