Complaints Procedure / Liability for Defects

Effective from: 18. 6. 2026
Version: 2026-06-18

1. Trader

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

2. Scope of the complaints procedure

This complaints procedure governs notifying defects and exercising rights arising from liability for defects in goods, items with digital elements, assembly, installation and services purchased through the online shop https://agevolt.com.

If a particular product or service has a separate warranty certificate, service terms or manufacturer's warranty, these apply together with this complaints procedure. This does not restrict the consumer's statutory rights.

3. How to notify a defect

You may notify a defect in particular:

  • by email to eshop@agevolt.com, charging
  • by post to AgeVolt Slovakia s. r. o., Jarošova 1, 831 03 Bratislava – Nové Mesto borough, Slovak Republic,
  • by telephone on +421 222 122 211, charging
  • using the form below.

Using the complaints form is not mandatory. To speed up handling, we recommend providing the order number, a description of the defect, the date it appeared, photographs or video, and your preferred communication method.

4. Where to submit a complaint

Unless agreed otherwise for a particular order or service case, you may submit a complaint at the trader's address or by email as stated above.

For charging stations, assembly, fixed installations or technical equipment, assessing a defect may require remote diagnostics, photographic documentation, a service inspection or professional work at the installation site.

5. Liability for defects towards consumers

For consumers, the trader is liable for a defect present in the sold item at delivery that becomes apparent within two years of delivery, unless legislation provides for another period.

Special rules may apply to items with digital elements, digital content or digital services, particularly regarding updates, compatibility, integration and availability of digital elements.

6. Consumer rights regarding defective goods

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

The trader assesses the notified defect and proposes a remedy in accordance with legislation. If repair or replacement is impossible or disproportionately costly, another statutory remedy may be chosen.

The consumer is entitled to a proportionate reduction in the purchase price or may withdraw from the purchase contract even without granting 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 remedy 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 so serious that it justifies an immediate price reduction or withdrawal from the purchase contract, or
  • the trader has stated, or it is apparent from the circumstances, that the defect will not be remedied within a reasonable period or without causing serious inconvenience to the consumer.

7. Time limits and handling

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

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

8. Costs of a justified complaint

If a complaint is justified, the trader bears the costs necessary to resolve it to the extent required by legislation. For an unjustified complaint, the customer may be informed in advance of possible diagnostic, transport or service costs, where legislation permits.

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 terms are stated in the warranty certificate, product documentation, service terms or a separate offer.

Providing a warranty beyond statutory requirements does not restrict the consumer's statutory rights arising from liability for defects.

10. Assembly and installation

If assembly or installation is included in the order, the trader is also liable for defects caused by improper assembly or installation performed by the trader or a person for whom the trader is responsible.

If the customer arranges assembly or work by a third party not designated by the trader, the trader is not liable for defects caused by such improper work, where legislation permits.

11. What is not a defect / technical exclusions of liability

The following in particular are generally not considered defects:

  • ordinary wear resulting from use,
  • damage caused by incorrect use, improper assembly or incorrect connection,
  • damage caused by work 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 requirements or unsuitable circuit protection,
  • damage caused by mechanical damage, vandalism, an accident, fire, water, weather or other external influences the product is not designed to withstand,
  • a defect caused by use contrary to the instructions, technical documentation, safety instructions or intended purpose,
  • a defect caused by neglecting prescribed or recommended maintenance where relevant to the product or service.

For equipment requiring professional assembly or installation, a defect arising from improper assembly, incorrect connection, third-party work, use contrary to the instructions, neglected maintenance, unsuitable electrical installation, overvoltage, mechanical damage, vandalism or other external influences is not considered caused by the trader if those circumstances were not caused by the trader or a person for whom the trader is responsible.

This does not restrict the consumer's statutory rights arising from liability for defects.

12. Withdrawal from the contract is not a complaint

A complaint about a defect differs from withdrawal from the contract without giving a reason. Information on withdrawal from the contract is provided in the document Withdrawal from the 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 inform the customer in particular of its nature, estimated price, any diagnostic costs, estimated repair period and further procedure.

If diagnostics are necessary to determine the nature of the defect, the type of repair or an estimated repair price, we inform the customer in advance of the diagnostic costs or how they are calculated, if those costs are to be charged.

If particular goods are subject to a repair obligation or specific information duties under legislation promoting the repair of goods, the trader, manufacturer, importer or distributor acts to the extent those 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. Complaints form

You may download, print and enclose the complaints form with the goods complained about. Using the form is not mandatory.

Download the complaints form

  • Order number: ..........................................................
  • Full name / business name: .........................................
  • Address: ....................................................................
  • Email / telephone: ..........................................................
  • Name of the product or service complained about: ..................................
  • Purchase date: ................................................................
  • Date the defect appeared: .....................................................
  • Description of the defect: ................................................................
  • When and how the defect appeared: ..............................................
  • Preferred remedy, if you wish to specify one: ........................
  • Attachments: photographs / video / report / other: ..............................

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