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LUCULLUS medical s.r.o. Return Policy

These Complaints Procedures are effective as of January 1, 2024, and are available at the seller’s place of business or as a document on the LUCULLUS medical s.r.o. website.

GENERAL PROVISIONS

The Return Policy describes the standard business relationship between the buyer and LUCULLUS medical s.r.o., with its registered office at Pribinova 4, 811 09 Bratislava, ID No.: 56 268 301 (hereinafter referred to as the “Seller”) and the branch for returns and complaints of LUCULLUS medical s.r.o., SNP 264/3, 059 21 Svit.

The buyer is required to review the Complaints Policy and the General Terms and Conditions before placing an order. By accepting the goods from the seller, the buyer agrees to the Complaints Policy set forth below. If the goods are not picked up in person, receipt of the goods is deemed to occur at the moment they are handed over to the first carrier.

As proof of warranty (warranty certificate), the Seller issues a purchase document (invoice—hereinafter referred to as the warranty certificate) for each item purchased, containing all the necessary information for claiming the warranty (product name, warranty period, price, quantity, product code, etc.).

WARRANTY PERIOD

  1. The warranty period begins on the date the buyer takes delivery of the goods. The statutory warranty period is generally 24 months. The seller may extend this statutory period. The length of the warranty period is always indicated on the warranty certificate (in the "Warranty" column).
  2. The warranty period consists of the statutory period (24 months) and, where applicable, an extended period. During the statutory warranty period, complaints are governed by the Civil Code No. 40/1964 Coll., Sections 619–627, with due regard to these Complaint Procedures. During the extended period, complaints are governed exclusively by these rules.
  3. An exception may apply to goods sold at a discount (damaged, used, incomplete goods, etc.). If the buyer is a consumer and the goods are used, the seller is not liable for defects corresponding to the degree of use or wear and tear that the goods had at the time of delivery to the buyer. Rights arising from liability for defects in the goods expire if they are not exercised within 24 months from the date the buyer took possession of the goods. The seller may shorten this period by agreement with the buyer, but not to less than 12 months. The seller shall specify this period in the sales receipt. For goods sold at a lower price due to a defect or incompleteness, the warranty does not apply to defects for which the lower price was agreed upon.
  4. For certain products, the manufacturer’s warranty is limited for buyers who are not consumers. This does not affect the statutory rights of the end customer (consumer); the warranty for them remains in effect as required by law.

WARRANTY TERMS AND CONDITIONS

  1. The Buyer is required to inspect the condition of the shipment immediately upon delivery, together with the carrier (number of packages, integrity of the tape bearing the company logo, damage to the box), in accordance with the enclosed waybill. The Buyer is entitled to refuse to accept a shipment that does not comply with the purchase agreement, for example, if the shipment is incomplete or damaged. If the Buyer accepts such a damaged shipment from the carrier, it is necessary to describe the damage in the carrier’s delivery report.
  2. Any incomplete or damaged shipment must be reported immediately by email to: info@drlucullus.sk. You must also complete a damage report with the carrier and send it to the seller by email or mail without undue delay. Subsequent complaints regarding an incomplete shipment or external damage to the shipment give the seller the opportunity to prove that this does not constitute a breach of the purchase agreement.
  3. The warranty does not cover defects caused by improper handling, insufficient or inappropriate care, natural changes in the materials from which the product is made, damage caused by the user or a third party, or any other improper intervention.

COMPLAINT PROCEDURE

If the buyer is a consumer without a business ID:

If the defect can be remedied, the goods will be repaired. If repair is not possible and the nature of the defect does not prevent normal use, the seller may agree with the buyer on a reasonable discount on the price of the goods. If a discount is granted, the defect cannot be claimed at a later date. If the complaint cannot be resolved by any of the above options, a credit note will be issued to the buyer.

If the defect cannot be remedied and prevents the item from being used properly as a defect-free item, the seller shall offer the buyer a replacement of the defective goods with goods of the same or similar utility, or issue a credit note.

If the buyer is an entity with the following business ID:

If the defect can be remedied, the goods will be repaired. If repair is not possible and the nature of the defect does not prevent normal use, the seller and the buyer may agree on a reasonable discount on the price of the goods. If a discount is granted, the defect cannot be claimed at a later date.

If the defect cannot be remedied and prevents the item from being used properly as a defect-free item, the seller is entitled to replace the defective goods with goods of the same or similar utility, or to issue a credit note.

  1. The seller shall handle complaints regarding goods without undue delay, but no later than 30 days from the day following the buyer’s submission of the complaint. This deadline does not apply to buyers who provided a business ID number at the time of purchase; in such cases, their relationship with the seller is governed by the Commercial Code.
  2. Once a valid claim has been resolved, the warranty period is extended by the duration of the claim. In the case of an invalid claim, the warranty period is not extended. If the claim was resolved through a replacement, any subsequent claim is considered the first claim for the product. (The duration of the claim is calculated from the day following receipt until the day the claim is resolved. Not until pickup by the buyer. The customer is notified of the resolution via the email address provided at the time of purchase.)
  3. Once the claim has been resolved, the seller will notify the buyer of the resolution either by phone or email. If the goods were shipped via a delivery service, they will be automatically sent to the buyer’s address upon resolution. If, for technical reasons, the buyer does not receive the email within the statutory one-month period, the buyer may visit the claims department in person, where the resolved claim will be issued upon presentation of the original claim receipt.
  4. If the goods subject to a complaint are not picked up within 60 days of the date the complaint was filed, the seller is entitled, pursuant to Section 656 of the Civil Code, to charge a storage fee upon release of the goods. This fee is set at EUR 0.50 per day for goods weighing up to 5 kg.

On behalf of LUCULLUS medical s.r.o.

If the goods subject to a complaint are not picked up within 60 days of the date the complaint was filed, the seller is entitled, pursuant to Section 656 of the Civil Code, to charge a storage fee upon release of the goods. This fee is set at EUR 0.50 per day for goods weighing up to 5 kg.