Refund and Return Policy



1.1 Company IBL PTS k.s  as the operator of the e-shop (hereinafter the "seller"), in accordance with the relevant laws and regulations, properly informs the consumer (hereinafter the "buyer") of the conditions and method of exercising rights from liability for defects (hereinafter the "complaint") including data on where the claim can be made and on the performance of warranty repairs.
1.2. This complaint procedure is located at Upon conclusion of the purchase contract, this complaint procedure becomes part of the contractual documentation between the seller and the buyer
1.3. The complaint procedure is an integral part of the General Terms and Conditions, with which the buyer is obliged to familiarize himself before concluding the purchase contract.
1.4. The buyer agrees to the wording of the complaint procedure by concluding the purchase contract and taking over the goods from the seller



2.1. The seller is responsible for defects that the sold goods have when they are taken over by the buyer and for defects that occur after taking over the goods during the warranty period. The warranty period is 24 months.
2.2. The warranty period for used items (e.g. demonstration model) is 12 months.
2.3. Warranty periods start from the date of receipt of the goods by the buyer. If the purchased goods are to be put into operation by an entrepreneur other than the seller, the warranty period begins to run only from the day of its putting into operation, if the buyer ordered the putting into operation no later than 3 weeks after taking over the goods and properly and timely provided the cooperation necessary for the performance of the service (§ 621 of the Civil Code).
2.4. The time from the exercise of the right from liability for defects to the time when the buyer was obliged to take over the item after the repair is completed is not included in the warranty period. If the goods are exchanged, the warranty period starts again from the receipt of the new goods.
2.5. Rights from liability for product defects for which the warranty period applies will expire if they have not been exercised within the warranty period.
2.6. If, when purchasing goods, the seller offers the buyer additional goods free of charge as a gift to the sold goods, it is up to the customer whether he accepts the offered gift. The gift is not a sold item, therefore the seller is not responsible for its possible defects. However, if the seller knows about possible defects in the gift, he is obliged to inform the customer about them when offering the gift. If the gift has defects that the seller did not inform the customer about, the customer is entitled to return it. If the customer has the right to withdraw from the contract, the customer is obliged to return to the seller everything that he received according to the contract, i.e. also the goods received as a gift.



3.1. The buyer is obliged to exercise the right from liability for the defect without unnecessary delay after the defect has appeared.
3.2. The buyer has the right to claim a correction in accordance with Act 250/2007 on consumer protection according to § 18 par. 2 in any establishment of the seller, in which the acceptance of the complaint is possible with regard to the nature of the matter. If the nature of the matter does not allow him to exercise the right to repair at the seller's premises, the buyer will contact an authorized person (authorized service) designated by the seller, who is at the seller's location or at a location closer to the buyer. The term "the nature of the matter does not allow" means the inability to take over the claimed goods at the store (large white appliances, etc.), ineffectiveness in solving the claim on the part of the buyer. Contacts of authorized services will be provided to the buyer by the seller.
3.3 If the buyer makes a claim within 12 months from the purchase of the product, the seller (or designated person) can handle the claim by rejecting it only on the basis of a professional assessment. If the seller (or a designated person) rejects a claim made after 12 months from the purchase of the product, the seller is obliged to inform the buyer about who he can send the product to for expert assessment in accordance with the Consumer Protection Act. Expert assessment for the purposes of processing claims also includes the opinion of an authorized person or a person authorized by the manufacturer to carry out warranty repairs. If the designated person rejects the claim, the buyer forwards it to the seller for processing.
3.4. Other rights from liability for defects, i.e. the buyer exercises the right to exchange goods, the right to withdraw from the purchase contract and the right to a reasonable discount at any of the seller's establishments.
3.5. The seller, or a person designated by him, is obliged to handle the complaint immediately, in complex cases within 3 working days. This deadline does not include the time required for expert assessment of the defect. However, the handling of the claim may not take longer than 30 days.
3.6. The seller is obliged to issue a confirmation to the customer when making a claim. This confirmation is a copy of the complaint protocol. If the customer made a complaint by means of remote communication, the seller is obliged to deliver the confirmation of the complaint to the buyer without unnecessary delay by e-mail, if he is aware of it.
3.7 In the event of a complaint being made by means of remote communication, the statutory period of limitation begins with the actual delivery of the complaint.
3.8. The seller is obliged to issue a written document about the handling of the claim no later than 30 days from the date of application of the claim. This written document is a copy of the complaint protocol.


When submitting goods for a claim:
a) it is necessary to present a proof of purchase, or to document in another way that does not raise doubts, that the goods were sold to the buyer by the seller
b) completed warranty card, if it was issued
c) it is necessary that the goods meet all other conditions for a warranty claim stated in the warranty certificate (mechanically undamaged, undamaged by natural disasters, intact seals, etc.)
d) in the event that the customer asserts a right resulting from a warranty exceeding the scope of the warranty established by law, it is necessary to submit the original warranty certificate



5.1. If it is a defect that can be removed, the buyer has the right to its free, timely and proper removal. The seller (or designated person) decides on the method of removing the defect and is obliged to remove the defect without undue delay.
5.2. Instead of removing the defect, the buyer may demand the replacement of the goods, or if the defect concerns only a part of the goods, the replacement of this part, if this does not result in unreasonable costs for the seller considering the price of the goods or the severity of the defect.
5.3. Instead of removing the defect, the seller can always replace the defective product with a perfect one, if the nature of the item allows it.
5.4. If it is a defect that cannot be removed and which prevents the goods from being properly used as goods without defects, the buyer has the right to exchange the goods or the right to withdraw from the purchase contract.
5.5. If the seller does not handle the complaint within 30 days, the buyer has the same rights as if it were an irreparable defect, i.e. the right to exchange goods or refund money.
5.6. If it is an irreparable defect, but which does not prevent the proper use of the goods, the buyer has the right to a reasonable discount on the price of the product.
5.7. If the buyer has the right to exchange the goods or the right to withdraw from the contract, it depends on the buyer which of these rights he exercises. However, as soon as he chooses one of these rights, he cannot unilaterally change this choice.



The goods are not subject to warranty repair or replacement if they have been damaged as follows:
a) mechanically
b) by forceful opening, unprofessional intervention
c) natural disaster
d) the device was not operated according to standard operating conditions
e) torn or otherwise defaced serial number
f) the seller is not responsible for the incorrect operation of the goods, if their installation was not carried out properly and by an authorized person, for products that require professional installation
g) significantly polluted means organic and inorganic material found on the goods in a disproportionate amount
h) if the goods continue to be used by the buyer with a defect, as a result of which it cannot be removed, or further contiguity of defects, the complaint will not be recognized by the seller

The seller applies point no. 6 for goods where the time since purchase is longer than one year. This procedure is in accordance with Act 250/2007 Coll. on consumer protection and amending the Act on Misdemeanors.



7.1. When claiming goods (computer, telephone, etc.) that are used for processing, storage, transmission of information and data, in addition to fulfilling the conditions specified in point 4, it is necessary for the buyer to honestly declare that all license conditions have been observed and that no illegal software has been installed in the goods software, otherwise the seller is not obliged to acknowledge the received claim.
7.2. If the seller (designated person) discovers that the claimed goods contain illegal software, he is not obliged to acknowledge the received claim.
7.3. When claiming goods, the seller is not responsible for possible loss, damage to data and data during repair in an authorized service. The buyer is advised to back up all data and information.
7.4. With so-called consumer goods (batteries, light bulbs, filters, etc.), it is necessary to distinguish between the warranty period and the service life. The warranty period is 24 months, but the lifespan is generally shorter (depending on the circumstances). The warranty period covers sudden collapse and not gradual loss of capacity.




In the case of the buyer's disagreement with the way the claim is processed, or the alleged violation of his rights, he has the right to contact the seller with a request for correction. If the seller responds negatively to the customer's request in accordance with the previous sentence or does not respond to such a request within 30 days from the date it was sent to the customer, the customer has the right to submit a proposal to initiate an alternative dispute resolution pursuant to § 12 of Act No. 391/2015 Coll. on the alternative resolution of consumer disputes and on the amendment and supplementation of certain laws as amended.
The competent entity for alternative resolution of consumer disputes with the seller is the Slovak Trade Inspection or another relevant authorized legal entity registered in the list of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic (the list is available at; the customer has the right to choose which of the listed alternative dispute resolution entities to turn to, while the possibility of going to court is not affected by this.