Complaints Procedure

I. Basic provisions

This Complaints Procedure governs the process for exercising rights arising from liability for defects in goods purchased from the company:

A2E, s.r.o.
SNP 498/96
039 01 Turčianske Teplice
Slovak Republic

Company ID (IČO): 51 134 403
Tax ID (DIČ): 2120732075
VAT ID (IČ DPH): SK2120732075

The company is registered in the Commercial Register of the District Court of Žilina, Section Sro, Insert No. 69786/L.

E-mail: info@tiler-market.com
Phone: +421 902 137 501

Address for submitting a complaint in person and for sending the claimed goods:

A2E, s.r.o.
Nográdyho 24
960 01 Zvolen
Slovak Republic

This Complaints Procedure is inseparably linked to the General Terms and Conditions of the Tiler Market online store.
For consumers, rights arising from liability for defects are governed in particular by the relevant provisions of Act No. 40/1964 Coll., the Civil Code, and Act No. 108/2024 Coll. on consumer protection.
For a buyer purchasing within the scope of their business or professional activity, rights arising from liability for defects are governed in particular by Act No. 513/1991 Coll., the Commercial Code, the purchase contract, and any commercial warranty.

II. Liability of the Seller for defects in a consumer purchase

The Seller is liable to the Consumer for ensuring that the delivered goods meet the agreed and legally required characteristics.
The Seller is liable for any defect the goods have at the time of delivery and that becomes apparent within two years of delivery of the goods, unless the law provides otherwise.
In the case of used goods, if the Consumer and the Seller expressly agree on a shorter liability period for defects, this period must not be shorter than one year.
If a defect becomes apparent during the statutory liability period for defects, it is presumed that the goods already had this defect at the time of delivery, unless proven otherwise or if such a presumption is incompatible with the nature of the goods or the defect.
After the first removal of the defect by repair, the liability period for defects is extended by 12 months.
Under the previous point, the liability period is extended only once, regardless of the number of further repairs.
For goods replaced with replacement goods, the Seller is liable for defects in the replacement goods in accordance with applicable legal regulations.

III. What is not considered a defect for which the Seller is liable

In particular, the Seller is not liable for damage or a deficiency that arose only after delivery of the goods due to circumstances for which the Seller is not responsible.
As a rule, the following in particular is not considered a defect for which the Seller is liable:

normal wear and tear corresponding to the nature and intensity of use of the product,
mechanical damage caused by the buyer or a third party after delivery,
damage caused by using the product contrary to its intended purpose or instructions,
damage caused by unprofessional intervention, modification, or repair, if there is a causal link between such intervention and the defect that arose,
damage caused by neglected maintenance, if the need for maintenance was properly communicated and its neglect caused the defect,
wear of consumable or cutting parts corresponding to their normal service life,
damage caused by an external event that occurred only after delivery of the goods.

This provision cannot be interpreted to mean that the Consumer must automatically prove that they did not cause the defect. The burden of proof is governed by the relevant provisions of the Civil Code.

IV. Time limit for notifying a defect

The Consumer must notify the defect within two months from the day they discovered the defect.
The Consumer must notify the defect no later than the expiry of the statutory liability period of the Seller for defects.
If the liability period for defects was extended after the first repair, the Consumer may also exercise their rights during this extended period under the conditions set by law.

V. How a complaint can be submitted

The Consumer may notify a defect:

By e-mail

to the address:

info@tiler-market.com

In writing or by sending the goods

to the address:

A2E, s.r.o.
Nográdyho 24
960 01 Zvolen
Slovak Republic

In person

at the collection point:

A2E, s.r.o.
Nográdyho 24
960 01 Zvolen

The Consumer may use the complaint form available on the Tiler Market website.
Using the complaint form is not a mandatory condition for submitting a complaint.
A complaint is deemed submitted at the moment the Consumer notifies the Seller of a specific defect in a sufficiently definite manner.
A complaint cannot be made conditional on the Consumer first completing the complaint report in full.

VI. Information required to process a complaint

To process your complaint as quickly as possible, we recommend providing in particular:

the buyer’s first and last name,
a contact e-mail or phone number,
the order or invoice number, if known,
identification of the claimed product,
as precise a description of the defect as possible,
when and under what circumstances the defect occurred,
the requested method of remedying the defect, if the Consumer wishes a specific method,
photos or a video of the defect, if they can help assess it.

The Consumer must be able to reasonably prove that the claimed goods were purchased from the Seller.
Proof of purchase is not limited only to the original invoice or receipt. Depending on the circumstances, the purchase may also be proven by the order number, an electronic invoice, order confirmation, a bank statement, or another credible method.
Submitting the original packaging is not a condition for a complaint.
A bank account number is not a mandatory element of a complaint. If a refund needs to be made by bank transfer, the Seller will request the necessary details from the Consumer.

VII. Handing over or sending the claimed goods

For the purposes of repair or replacement, the Consumer is obliged to allow the Seller to take over the claimed goods or make them available.
The costs of taking over the goods for the purposes of repair or replacement are borne by the Seller, if it is a defect for which the Seller is liable.
For smaller goods, the Consumer may, by agreement with the Seller, send the product to the address:

A2E, s.r.o.
Nográdyho 24
960 01 Zvolen

For large, heavy, or difficult-to-transport machines, we recommend contacting the Seller before sending at info@tiler-market.com so that a suitable and economical method of collection, transport, or service intervention can be arranged.
This recommendation does not limit the Consumer’s right to submit a complaint.
The claimed goods must be packed for transport in a manner appropriate to their nature so that no further damage occurs during transport.
If it is a device containing fuel, oil, a battery, or another part subject to special transport rules, the method of transport must comply with safety and transport regulations. We therefore recommend that the Consumer consult the method of sending in advance with the Seller.

VIII. Confirmation of defect notification

The Seller will provide the Consumer without delay with a written confirmation of the defect notification.
In the confirmation, the Seller will state in particular:

identification of the Consumer and the claimed goods,
a description of the notified defect,
the date the defect was notified,
the requested or chosen method of remedying the defect,
the time limit within which the defect will be remedied.

The time limit for remedying the defect must not be longer than 30 days from the day the defect was notified, unless a longer time limit is justified by an objective reason that the Seller cannot influence.
The burden of proof of the existence of an objective reason for a longer time limit is borne by the Seller.
For professional machines, an objective reason may consist, for example, of circumstances beyond the Seller’s control related to specialist service intervention, availability of specific spare parts, or the manufacturer’s diagnostics; however, the mere existence of an authorised service centre does not automatically entitle the Seller to exceed the statutory time limit.

IX. Repair or replacement

If the Seller is liable for the defect, the Consumer has the right to choose the remedy of the defect by:

repair, or
replacement of the goods.

The Consumer may not choose a method of remedying the defect that is impossible or that would, compared to the other method, cause the Seller disproportionate costs, taking into account in particular:

the value of the goods without the defect,
the seriousness of the defect,
the costs of the individual methods of remedying the defect,
whether another method would cause the Consumer significant difficulties.

Before remedying the defect, the Seller informs the Consumer:

of the right to choose between repair and replacement,
that after the first removal of the defect by repair, the liability period for defects will be extended by 12 months.

The Seller may refuse repair or replacement if neither method is possible or if it would require disproportionate costs in view of all circumstances.
Repair or replacement will be carried out:

free of charge,
at the Seller’s expense,
within a reasonable time,
without causing serious inconvenience to the Consumer.

The Seller will deliver the repaired or replacement goods to the Consumer at its own expense in the same or a similar manner as the claimed goods were handed over, unless the parties agree otherwise.

X. Price reduction or withdrawal from the contract

The Consumer has the right to an appropriate reduction of the purchase price or the right to withdraw from the contract, in particular if:

a) the Seller did not repair or replace the goods in accordance with the law,

b) the Seller refused to remedy the defect,

c) the same defect occurs again despite repair or replacement,

d) the defect is so serious that it justifies an immediate reduction or withdrawal,

e) the Seller declares, or it is apparent from the circumstances, that it will not remedy the defect within a reasonable time or without causing serious inconvenience to the Consumer.

The amount of the reduction must be proportionate to the difference between the value of the defective goods and the value the goods would have without the defect.
The Consumer may not withdraw from the contract if the defect is negligible or if the Consumer contributed to its occurrence to the extent to which the law excludes withdrawal.
The burden of proof of the defect’s negligible nature or the Consumer’s contribution to the occurrence of the defect is borne by the Seller to the extent provided by law.
If the Consumer rightfully withdraws from the contract due to a defect, they will return the goods to the Seller at the Seller’s expense.
The Seller will refund the Consumer the purchase price no later than 14 days from the day it receives the goods back or the Consumer proves that they sent them, whichever occurs first.
The purchase price or reduction will be refunded in the same manner as the Consumer originally paid, unless the Consumer expressly agrees to another method.

XI. Refusal of liability for a defect

If the Seller concludes that it is not liable for the notified defect, it will notify the Consumer of the reasons for refusal in writing.
If the Consumer subsequently proves the Seller’s liability for the defect by an expert opinion or a professional statement by a person authorised under the law, they may notify the defect again.
Claims for reimbursement of reasonably incurred costs associated with professional assessment are governed by the Civil Code.

XII. Manufacturer’s commercial or consumer warranty

Some products may have a special consumer or commercial warranty provided by the manufacturer or the Seller.
Such a warranty is performance beyond the statutory rights arising from liability for defects.
The terms of a voluntary warranty are governed by the relevant warranty statement or the manufacturer’s terms.
The manufacturer’s voluntary warranty does not limit A2E, s.r.o.’s statutory liability to the Consumer for defects in the goods.
Therefore, the Consumer is not obliged to handle a statutory complaint exclusively directly with the manufacturer.

XIII. Spare parts and consumable parts

When assessing a defect, the nature of the specific product and its usual service life are taken into account.
For consumable parts, for example cutting discs, cutting wheels, grinding or polishing elements, and other components whose essence is gradual wear through use, normal wear and tear itself is not considered a defect.
This provision does not exclude the Seller’s liability for a manufacturing, material, or other defect of a consumable part that it already had at the time of delivery.

XIV. Complaints by entrepreneurs

If the buyer purchases goods within the scope of their business or professional activity, the consumer regime set out in the previous articles does not apply to them to the extent that the law provides for a different regime.
An entrepreneur’s rights arising from liability for defects are governed in particular by the Commercial Code, the purchase contract, these GTC, and any commercial warranty terms.
The entrepreneur is obliged to inspect the goods, according to their nature, as soon as possible after the risk of damage to the goods passes.
The entrepreneur is obliged to notify the Seller of defects without undue delay after they discovered them or could have discovered them with the exercise of professional care.
An entrepreneur may submit a complaint in particular via e-mail:

info@tiler-market.com

or at the address:

A2E, s.r.o.
Nográdyho 24
960 01 Zvolen.

A manufacturer’s voluntary warranty may have different terms or duration for professional or commercial use than for consumer use. Such terms are assessed according to the relevant warranty statement.

XV. Alternative dispute resolution for consumer disputes

If the Consumer is not satisfied with the handling of the complaint or believes that the Seller has violated their rights, they may send the Seller a request for remedy to:

info@tiler-market.com

If the Seller rejects the request for remedy or does not respond to it within 30 days, the Consumer may, under the conditions set by law, contact the competent alternative dispute resolution body.
One of the competent bodies is:

Slovak Trade Inspection
Central Inspectorate
Department for International Relations and Alternative Dispute Resolution for Consumer Disputes
Bajkalská 21/A
827 99 Bratislava 27

E-mail: ars@soi.sk or adr@soi.sk

Information:
https://www.soi.sk/alternativne-riesenie-spotrebitelskych-sporov

XVI. Final provisions

This Complaints Procedure does not limit any rights granted to the Consumer by mandatory legal regulations.
If any provision of this Complaints Procedure conflicts with a mandatory legal regulation, the relevant provision of the legal regulation shall apply.
The Seller may amend the Complaints Procedure. For a specific complaint, the legal rules corresponding to the contract and the moment relevant under applicable legal regulations shall apply.
This Complaints Procedure replaces the previous Tiler Market complaints procedure.

Valid and effective from 26. 8. 2026.