Complaints Procedure / Liability for Defects

Effective from: 18 June 2026
Version: 2026-06-18

1. Trader

AgeVolt Slovakia s. r. o.
Registered office: Jarošova 1, 831 03 Bratislava – Nové Mesto District, Slovak Republic
Company ID No.: 46 479 848
Tax ID No.: 2820015924
VAT ID No.: SK2820015924
Registered with: Municipal Court Bratislava III, Section Sro, File No. 78174/B
E-mail: eshop@agevolt.com
Phone: +421 222 122 211

2. Scope of the Complaints Procedure

This Complaints Procedure governs the process for notifying defects and exercising rights arising from liability for defects in relation to goods, goods with digital elements, installation, setup and services purchased through the e-shop https://agevolt.com.

If a specific product or service is accompanied by a separate warranty certificate, service terms or a manufacturer’s warranty, these documents apply together with this Complaints Procedure. This does not limit the statutory rights of the consumer.

3. How to Notify a Defect

You may notify a defect in particular:

  • by e-mail at eshop@agevolt.com,
  • by post to AgeVolt Slovakia s. r. o., Jarošova 1, 831 03 Bratislava – Nové Mesto District, Slovak Republic,
  • by phone at +421 222 122 211,
  • using the form provided below.

Use of the complaint form is not mandatory. To help us process the complaint more quickly, we recommend providing the order number, description of the defect, date when the defect appeared, photographs or video and your preferred method of communication.

4. Place for Submitting a Complaint

Unless agreed otherwise for a specific order or service case, a complaint may be submitted at the trader’s address or by e-mail using the contact details stated above.

For charging stations, installation, fixed installations or technical equipment, assessment of the defect may require remote diagnostics, photographic documentation, a service inspection or a professional intervention at the place of installation.

5. Liability for Defects in Relation to Consumers

In relation to consumers, the trader is liable for a defect that the sold item had at the time of delivery and that becomes apparent within two years from the delivery of the item, unless legal regulations provide for a different period.

Special rules may apply to goods with digital elements, digital content or digital services, in particular in relation to updates, compatibility, integration and availability of digital elements.

6. Consumer Rights in Case of Defective Goods

If the goods have a defect, the consumer may, depending on the nature of the defect and the statutory conditions, request in particular repair, replacement, a reasonable discount from the price or withdrawal from the contract.

The trader will assess the notified defect and propose a method of handling it in accordance with legal regulations. If repair or replacement is impossible or disproportionately costly, another statutory method of handling may be chosen.

The consumer has the right to a reasonable discount from the purchase price or may withdraw from the purchase contract even without providing an additional reasonable period under Section 517(1) of Act No. 40/1964 Coll., the Civil Code, as amended, if:

  • the trader has neither repaired nor replaced the item,
  • the trader has neither repaired nor replaced the item in accordance with Section 623 of Act No. 40/1964 Coll., the Civil Code, as amended,
  • the trader has refused to remove the defect under Section 623 of Act No. 40/1964 Coll., the Civil Code, as amended,
  • the item has the same defect despite repair or replacement,
  • the defect is of such a serious nature that it justifies an immediate discount from the purchase price or withdrawal from the purchase contract, or
  • the trader has declared, or it is clear from the circumstances, that the defect will not be removed within a reasonable period or without causing serious inconvenience to the consumer.

7. Time Limits and Method of Handling

We handle complaints without undue delay within the statutory time limits. We inform the customer about the receipt, assessment and handling of the complaint using the contact details provided in the complaint or order.

For technically complex equipment, installation or service interventions, proper assessment may require the customer’s cooperation, access to the equipment, photographic documentation, remote diagnostics or a service appointment.

8. Costs in Case of a Justified Complaint

If the complaint is justified, the trader bears the costs necessary to handle the complaint to the extent provided by legal regulations. In the case of an unjustified complaint, the customer may be informed in advance about possible costs related to diagnostics, transport or service intervention, if permitted by legal regulations.

9. Warranty Provided by the Manufacturer or Trader

If the manufacturer or trader provides a separate warranty beyond statutory liability for defects, its scope, duration and conditions are set out in the warranty certificate, product documentation, service terms or a separate offer.

The provision of a warranty beyond the statutory scope does not limit the consumer’s statutory rights arising from liability for defects.

10. Installation and Setup

If installation or setup is part of the order, the trader is also liable for defects caused by incorrect installation or setup if the installation was carried out by the trader or by a person for whom the trader is responsible.

If the customer arranges installation or an intervention by a third party not designated by the trader, the trader is not liable for defects caused by such unprofessional intervention, if permitted by legal regulations.

11. What Is Not Considered a Defect / Technical Exclusions of Liability

The following are generally not considered defects:

  • normal wear and tear caused by use,
  • damage caused by improper use, unprofessional installation or incorrect connection,
  • damage caused by intervention by a third party not designated by the trader or for whom the trader is not responsible,
  • damage caused by overvoltage, unsuitable or unprepared electrical installation, failure to meet technical conditions or unsuitable protection,
  • damage caused by mechanical damage, vandalism, accident, fire, water, weather effects or other external influences that the product is not designed to withstand,
  • a defect caused by use contrary to the manual, technical documentation, safety instructions or intended purpose,
  • a defect caused by failure to carry out prescribed or recommended maintenance, if relevant for the product or service.

For equipment that requires professional installation or setup, a defect caused by the trader does not include a defect resulting from unprofessional installation, incorrect connection, intervention by a third party, use contrary to the manual, neglected maintenance, unsuitable electrical installation, overvoltage, mechanical damage, vandalism or other external influences, unless these circumstances were caused by the trader or by a person for whom the trader is responsible.

This does not limit the consumer’s statutory rights arising from liability for defects.

12. Withdrawal from Contract Is Not a Complaint

A complaint regarding a defect is different from withdrawal from the contract without giving any reason. Information about withdrawal from the contract is provided in the document Withdrawal from Contract and Withdrawal Form.

13. Repair Outside a Complaint

Repair of goods outside the exercise of rights arising from liability for defects may be provided as a separate service. Before carrying out a paid repair, we will inform the customer in particular about the nature of the repair, the estimated price, any diagnostic costs, the expected repair period and the next steps.

If diagnostics are necessary to determine the nature of the defect, the type of repair or the estimated repair price, we will inform the customer in advance about the diagnostic costs or the method of their calculation, if such costs are to be charged.

If a specific product is subject to a repair obligation or specific information obligations under legal regulations on the promotion of the repair of goods, the trader, manufacturer, importer or distributor will proceed to the extent to which such obligations apply to them.

This does not affect the consumer’s rights arising from liability for defects or the right to submit a complaint under this Complaints Procedure.

14. Complaint Form

You may use this form when submitting a complaint. Use of the form is not mandatory.

  • Order number: ..........................................................
  • Name and surname / business name: .........................................
  • Address: ....................................................................
  • E-mail / phone: ..........................................................
  • Name of the complained product or service: ..................................
  • Date of purchase: ................................................................
  • Date when the defect appeared: .....................................................
  • Description of the defect: ................................................................
  • When and how the defect appeared: ..............................................
  • Preferred method of handling, if you wish to state it: ........................
  • Attachments: photographs / video / protocol / other: ..............................

Date: ........................................
Signature, if the form is submitted in paper form: ........................................

14. Language Versions

This English version is provided for convenience. In the event of any discrepancy between the Slovak and English versions, the Slovak version shall prevail, unless mandatory consumer protection rules provide otherwise.