Return policy

RETURNS POLICY

of the online store www.doccariequestrian.com

I. Merchant Identification

1.1

This Complaints Policy (hereinafter also referred to as the "Policy") governs the legal relationships between:

Business Name: Doccari s. r. o.
Registered Office: Hrádok 2645/9, Michalovce 071 01, Slovak Republic
Registered in the Commercial Register of the Municipal Court Košice, Section: Sro, File No.: 64337/V
Company ID (IČO): 57 359 300
Tax ID (DIČ): 2122680945
The Seller is not a VAT payer

(hereinafter referred to as the "Seller" or the "Merchant")

and every person purchasing products offered on the Seller’s website who acts as a consumer within the meaning of the applicable laws of the Slovak Republic, particularly Act No. 108/2024 Coll. on Consumer Protection and Act No. 40/1964 Coll. Civil Code, unless otherwise stated in Article 4.4 of this Complaints Policy, which regulates relations with buyers who do not act as consumers.

1.2 Contact Details

Email: info@doccariequestrian.com
Phone: +421 949 635 485

1.3 Address for Complaints and Withdrawals

Doccari s. r. o.
Hrádok 2645/9
071 01 Michalovce
Slovak Republic

II. General Provisions

2.1

This Complaints Policy governs legal relationships between consumers and the Merchant regarding liability for defects and complaint handling.

III. Exercising Rights Arising from Defects

3.1

The Buyer may exercise rights arising from defects only if the defect is reported to the Seller without undue delay, no later than 24 months from receipt of the goods.

If the defect is not reported within this period, rights arising from liability for defects shall expire.

IV. Liability for Defects

4.1

The Seller is liable for any defect that exists at the time of delivery and becomes apparent within two years from delivery of the goods.

4.2

Where the purchased item contains digital elements and digital content or services are to be supplied continuously for an agreed period, the Seller shall be liable for any defect occurring during the agreed period, but for at least two years from delivery.

4.3

For used goods, the parties may agree on a shorter liability period, but not less than one year from delivery.

4.4

Where the Buyer is not acting as a consumer, the Seller shall be liable only for defects existing at delivery and appearing within six months from delivery.

V. Rights Arising from Liability for Defects

5.1

If the Seller is liable for a defect, the Buyer is entitled to:

  • repair of the goods,

  • replacement of the goods,

  • a reasonable price reduction,

  • withdrawal from the purchase contract.

5.2

The Buyer may withhold payment of the purchase price or part thereof until the Seller fulfils obligations arising from liability for defects, unless the Buyer is already in default with payment.

5.3

Rights arising from defects may be exercised only if the defect is reported within two months of its discovery and no later than within the periods specified in Articles 4.1–4.3.

5.4

Exercising rights arising from defects does not affect the Buyer’s right to compensation for damages caused by the defect.

VI. Reporting a Defect

6.1

A defect may be reported:

  • at any business premises of the Seller,

  • through a person designated by the Seller,

  • by means of distance communication to the Seller’s registered office or another designated address.

6.2

If the Buyer sends a complaint by post and the Seller refuses delivery, the complaint shall be deemed delivered on the date of refusal.

6.3

The Seller shall issue written confirmation of the complaint immediately after the defect is reported and shall specify a deadline for resolving the complaint. This deadline may not exceed 30 days unless objectively justified.

6.4

If the Seller rejects liability for a defect, the reasons shall be provided in writing. If an expert opinion proves the Seller’s liability, the Buyer may submit the complaint again and the Seller may not reject it repeatedly on the same grounds.

6.5

Where the Seller has informed the Buyer that complaints may be handled by another designated person, actions or omissions of that person shall be considered actions or omissions of the Seller.

VII. Remedy of Defects

7.1

The Buyer may choose between repair and replacement unless the chosen remedy is impossible or would cause disproportionate costs compared to the alternative remedy.

7.2

The Seller may refuse repair or replacement if either option is impossible or would involve disproportionate costs.

7.3

The Seller shall repair or replace the goods free of charge, at its own expense, within a reasonable period and without causing significant inconvenience to the Buyer.

7.4

The Buyer shall make the goods available for repair or replacement. Collection costs shall be borne by the Seller.

7.5

The Seller shall return repaired or replacement goods at its own expense using the same or a similar delivery method.

If the Buyer fails to collect the goods within six months after being requested to do so, the Seller may sell the goods and, after deducting storage and sale costs, pay the proceeds to the Buyer.

7.6

Where replacement or repair requires removal of installed goods, the Seller shall arrange removal and reinstallation at its own expense unless otherwise agreed.

7.7

In the event of replacement, the Seller is not entitled to compensation for normal wear and tear or ordinary use of the replaced goods.

7.8

Replacement goods are covered by the same statutory liability for defects as the original goods.

7.9

The Buyer is entitled to a reasonable price reduction or may withdraw from the contract immediately if:

a) the Seller fails to repair or replace the goods,
b) the Seller fails to repair or replace them properly,
c) the Seller refuses to remedy the defect,
d) the defect reoccurs after repair or replacement,
e) the defect is serious enough to justify immediate withdrawal or reduction, or
f) the Seller declares or it is evident that the defect will not be remedied within a reasonable period.

7.10

The price reduction must correspond to the difference between the value of the defective goods and the value the goods would have had if defect-free.

7.11

The Buyer may not withdraw from the contract if the Buyer caused the defect or if the defect is insignificant.

7.12

If the contract concerns several items, withdrawal may apply only to the defective item unless retaining the remaining items would be unreasonable.

7.13

Upon withdrawal, the Buyer shall return the goods at the Seller’s expense.

7.14

The Seller shall refund the purchase price within 14 days from receiving the returned goods or proof of shipment.

7.15

Refunds shall be made using the same payment method used by the Buyer unless otherwise agreed.

7.16

The Seller is not entitled to compensation for ordinary wear and tear or normal use of the goods before withdrawal.

VIII. Liability for Digital Content and Digital Services

8.1

The Merchant is liable for defects in digital content or digital services that appear within two years from delivery where supplied as a one-time delivery or a series of individual deliveries.

8.2

The Merchant shall remedy defects free of charge and within a reasonable period.

8.3

The Merchant may refuse to remedy a defect if doing so is impossible or would involve disproportionate costs.

IX. Liability for Services

9.1

The Seller is liable for defects in services that exist at the time of provision and become apparent within two years after the service is provided.

9.2

The provisions of Article VI shall apply accordingly to complaints concerning services.

X. Final Provisions

10.1

This Complaints Policy forms an integral part of the General Terms and Conditions and the Privacy Policy of this website.

10.2

This Complaints Policy becomes valid and effective upon publication on the Seller’s website on 08 July 2025.

This e-shop is certified by www.pravoeshopov.sk