Faulty goods complaints in online shops

Faulty goods complaints in online shops in practice

The Slovak rules on complaints about faulty goods changed on 1 July 2024 more than many online shops have noticed. The Civil Code no longer distinguishes between repairable and irreparable defects, and for consumer sales it no longer speaks of a warranty period but of liability for defects. The customer first chooses repair or replacement; a price reduction or withdrawal comes only after that. Old templates therefore lead to mistakes.

We set up your complaints process so that even a new member of the customer service team can follow it. We prepare the acknowledgement of a reported defect, the settlement record and a template for a reasoned rejection. We align timings with your repair service and carrier so that the 30-day deadline is met. If a customer complains to the Slovak Trade Inspection or the dispute goes to court, we represent you.

What we help with

Complaints section of the terms, tailored to your range and logistics
Internal procedure and deadlines for customer service
Templates: acknowledgement of the defect, settlement record, reasoned rejection
Rules for digital content and goods with digital elements
Representation in Slovak Trade Inspection matters, ADR and court

Worth knowing

24 months

The seller is liable for defects that appear within 24 months of delivery (Section 619(1) of the Slovak Civil Code). For used goods, a shorter period of at least 12 months may be agreed (Section 619(3)). Throughout this period, the defect is presumed to have existed at delivery (Section 620(1)).

30 days

A reported defect must be remedied within 30 days at the latest (Section 622(3)). If it is not, the customer is entitled to a reasonable price reduction or to withdraw from the contract (Section 624(1)).

Acknowledgement and rejection

On request, the seller must issue written confirmation that the defect was reported (Section 622(3)). If the complaint is rejected, the reasons must be given in writing (Section 622(4)).

Minor defects

The customer cannot withdraw from the contract if the defect is minor (Section 624(4) of the Civil Code).

Common questions

Not automatically. The purchase can also be proved by a bank statement, an order confirmation or an email. Insisting on the original packaging may be an unfair term under Section 53(4) of the Civil Code.
Yes. A new 24-month period runs for the replacement item from the day it is received.
The seller, if the complaint is justified; the customer, if it is not.

Articles are in Slovak.

Preparing for the consultation

What to prepare for your consultation

Tick what you already have. You can print the list or save it as a PDF. Your ticks are remembered only in your browser.

For every matter

documents: contracts, decisions, demand letters, invoices
correspondence with the other party or the authority
a short timeline of what happened and when
the questions you want answered and what outcome you hope for

Also for this area

a Business Register extract and the articles of association
exactly what should change: director, registered office, shareholder, company name
identity documents of the people who will sign
contracts with partners that the matter concerns

0 of 8 ready

Discuss your matter with a lawyer

In a consultation we assess your situation, suggest a way forward and tell you what costs to expect.

€90 incl. VAT, 30 minutes, in person or online

This page is for general information, reflects Slovak law at the time of writing and is not a substitute for advice on your particular matter.

Faulty goods complaints in online shops