Updated 8. 7. 2026

Complaints Procedure

Article I. Introductory Provisions

1.1 BONNDI s.r.o., with registered office at P. O. Hviezdoslava 2306/36, 955 01 Topoľčany, Slovak Republic, Company ID (IČO): 51 449 676, registered in the Commercial Register of the District Court Nitra, Section Sro, Insert No. 45219/N, in accordance with Act No. 108/2024 Coll. on Consumer Protection (hereinafter the “Consumer Protection Act”) and other generally binding legal regulations, issues this Complaints Procedure (hereinafter the “Complaints Procedure”).

1.2 This Complaints Procedure governs the process of filing and handling complaints with the Seller. It forms part of the Seller’s Terms and Conditions and applies to goods purchased by a Buyer who is a consumer. For the avoidance of doubt, this Complaints Procedure does not apply to Buyers who are natural persons – entrepreneurs or legal entities.

1.3 For the purposes of this Complaints Procedure:

  • Seller means a person who, when concluding and performing a purchase or consumer contract, acts within the scope of their business activity or profession, or a person acting in their name or on their behalf. For the purposes of this Complaints Procedure, the Seller is BONNDI s.r.o., with registered office at P. O. Hviezdoslava 2306/36, 955 01 Topoľčany, Company ID (IČO): 51 449 676, registered in the Commercial Register of the District Court Nitra, Section Sro, Insert No. 45219/N (hereinafter the “Seller”).
  • Buyer means a natural person who, when concluding and performing a purchase contract, does not act within the scope of their business activity, employment, or profession, and who (a) is interested in purchasing Goods, (b) has or had a purchase contract with the Seller, or (c) is the legal successor of a person under (a) or (b) (hereinafter the “Buyer”).
  • Complaint means a submission by which the Buyer asserts defects or the quality of the Goods (hereinafter the “Complaint”).
  • Goods mean one or more movable items offered for sale by the Seller via its website www.bonndi.eu and forming the subject of a purchase contract (hereinafter the “Goods”).
  • Purchase Contract means the obligation arising from the Seller’s acceptance of the Buyer’s proposal (order) through the Seller’s order confirmation. The Seller undertakes to deliver the Goods to the Buyer and transfer ownership thereof, and the Buyer undertakes to pay the purchase price, all under the conditions set out in the purchase contract and the Seller’s Terms and Conditions.
  • Website means the Seller’s website published at www.bonndi.eu.

Article II. Liability for Defects

2.1 The Seller is liable to the Buyer for ensuring that the goods sold conform to the purchase contract, i.e. are free from defects. The goods must have the quality and usable properties stated by the Seller or usual for the given type of goods.

2.2 Liability for defects is governed by the relevant provisions of the Civil Code. The Seller is liable for defects that the goods have upon receipt by the Buyer. The warranty period for the goods is 24 months and begins to run from receipt of the goods.

2.3 The warranty does not cover:

  • mechanical damage;
  • use in unsuitable conditions;
  • improper handling;
  • damage caused by natural forces;
  • ordinary wear and tear caused by the use of the goods.

Article III. Filing a Complaint

3.1 The Buyer is entitled to file a complaint in writing; the written form is preserved if the complaint is made electronically to: info@bonndi.eu, or by sending a completed complaint form to the company’s registered office:

BONNDI s.r.o., P. O. Hviezdoslava 2306/36, 955 01 Topoľčany, Slovak Republic.

3.2 The Buyer is obliged to send the complained-of Goods to the Seller at their own expense to the Seller’s address: P. O. Hviezdoslava 2306/36, 955 01 Topoľčany, Slovakia, by registered mail; we recommend insuring the Goods for the purposes of the complaint. Goods sent cash on delivery will not be accepted. The complained-of Goods must be complete and hygienically sound. The Seller is entitled to refuse to accept the complained-of Goods if they are not hygienically sound.

3.3 A Complaint must contain:

  • identification of the Buyer;
  • the order number;
  • a description of the goods and the defect;
  • a description of what the Buyer is claiming;
  • the Buyer’s bank details;
  • the date and signature.

3.4 If a Complaint does not contain all the details necessary for proper handling and/or the complained-of Goods were not sent, the Seller will call upon the Buyer to supplement them. If the Buyer fails to supplement the missing details or evidence within a set period, which must not be shorter than 7 calendar days, the Complaint will be deemed unjustified.

3.5 The proof of purchase and the warranty certificate (if issued) must be enclosed with the complaint.

3.6 If a Complaint was filed by an unauthorised person, late (after expiry of the warranty period), or for other statutory reasons, the Seller is entitled to reject the Complaint and will notify the Buyer in writing.

Article IV. Claims from a Filed Complaint

4.1 If the goods have a defect, the Buyer has the right to have it remedied. At their option, the Buyer may request repair of the goods or delivery of new, defect-free goods, unless the chosen method of remedy is impossible or, compared to the other, disproportionately costly; this is assessed having regard in particular to the significance of the defect, the value the goods would have without the defect, and whether the defect can be remedied by the other method without significant inconvenience to the Buyer.

4.2 The Buyer has the right to a reasonable reduction of the purchase price or may withdraw from the contract, in particular where the Seller has failed to remedy the defect within a reasonable time or has refused to remedy it, where the defect appears repeatedly, where it constitutes a material breach of contract, or where it is evident from the Seller’s statement or the circumstances that the defect will not be remedied within a reasonable time or without significant inconvenience to the Buyer. The Buyer has no right to withdraw if the defect is insignificant.

4.3 The Seller will issue the Buyer a confirmation of the complaint’s filing and of the manner of its handling, or a written justification for rejecting the complaint.

4.4 If a defect appears within 12 months of receipt of the goods, the goods are presumed to have been defective upon receipt, unless the nature of the goods or the defect precludes this.

Article V. Handling of the Complaint

5.1 The Seller will confirm receipt of the complaint immediately, no later than within 10 working days. The complaint, including remedy of the defect, must be handled and the Buyer informed thereof no later than within 30 days of being filed, unless the Seller and the Buyer agree on a longer period.

5.2 If the Seller fails to handle the complaint within the period under 5.1, the Buyer has the right to withdraw from the contract or to a replacement of the goods.

5.3 If the complaint is justified, the Buyer is entitled to reimbursement of the necessary costs reasonably incurred in connection with filing the complaint (in particular postage for sending the complained-of goods). This right must be exercised with the Seller no later than one month after expiry of the period for notifying the defect.

Article VI. Final Provisions

6.1 If the Buyer believes the Seller has infringed generally binding legal regulations, they are entitled to contact the Slovak Trade Inspection (SOI), Inspectorate for the Nitra Region, Staničná 9, P. O. BOX 49A, 950 50 Nitra 1, Tel.: +421 37 772 02 16, e-mail: nr@soi.sk.

6.2 Relationships between the Buyer and the Seller not governed by this Complaints Procedure are governed by the concluded purchase contract, the Seller’s Terms and Conditions, the Consumer Protection Act, Act No. 40/1964 Coll. Civil Code, as amended, and generally binding legal regulations.

6.3 The Seller is entitled to amend this Complaints Procedure in response to changes in generally binding legal regulations or its business policy. The amendment will be made by publishing the amended Complaints Procedure with its effective date on the Website, no later than the day on which it is to take effect.

6.4 This Complaints Procedure is published on the Seller’s website: www.bonndi.eu.

This Complaints Procedure takes effect on 9 June 2026.