This page summarises the returns, withdrawal and complaints conditions of the gazebo-altanky.sk online shop, operated by Gazebo s.r.o. It supplements our general terms and conditions.
Summary — returns at a glance
Most of our products (pergolas, gazebos, winter gardens, carports) are custom-made to the customer's configuration. The statutory 14-day right of withdrawal does not apply to custom-made goods, so such goods cannot be returned without giving a reason.
We accept defective or damaged goods for complaint throughout the entire 24-month warranty period. Complaints are handled free of charge, within 30 days of being made at the latest.
We do not offer exchanges — if a complaint is justified, the buyer is entitled by law to a repair, replacement of the defective part, a reasonable discount on the price, or a refund.
Custom-made goods — no right of withdrawal
However, a consumer may not withdraw from a contract for the sale of goods made to the consumer's specific requirements, custom-made goods, or goods intended specifically for one consumer (Section 7(6)(c) of Act No. 102/2014 Coll.). As pergolas, gazebos and other products are custom-made to the buyer's configuration, the right of withdrawal does not apply to such goods.
This limitation follows directly from the law and applies to all products configured to the customer's requirements — dimensions, colour, finish and accessories.
Withdrawal from the contract within 14 days (goods that are not custom-made)
If the subject of the purchase is goods that were not custom-made, the consumer has the right under Act No. 102/2014 Coll. to withdraw from a distance contract without giving a reason within 14 days of taking delivery of the goods. Notice of withdrawal must be sent in writing to the seller's registered office or by email; the model form provided in the terms and conditions may be used.
If a consumer validly withdraws from the contract, the seller will refund the payments received within 14 days using the same means of payment that was used, unless the parties agree otherwise.
Complaints about defective goods
The seller is liable for defects the goods have on delivery and for defects that arise during the warranty period. The warranty period is 24 months, unless the law provides otherwise, and begins when the buyer takes delivery of the goods.
The buyer submits a complaint to the seller in writing at the registered office or by email to altanky@gazebo-altanky.sk. The complaint should state the buyer's details, a description of the defect and the remedy sought. The seller will issue confirmation that a complaint has been made and will resolve it within 30 days of it being made at the latest.
The warranty does not cover defects caused by normal wear and tear, improper use, incorrect handling or unauthorised interference by the buyer.
How to make a complaint
Email us at altanky@gazebo-altanky.sk or write to Gazebo s.r.o., Ružová dolina 4145/6, 940 01 Nové Zámky.
State the order or invoice number, describe the defect and attach photographs.
We will issue confirmation that your complaint has been made.
We will resolve the complaint within 30 days at the latest — by repair, replacement of the defective part, a reasonable discount or a refund.
Costs and refunds
Making and handling a complaint is free of charge for the buyer; the seller bears the costs of repairing or replacing defective goods. We charge no complaint-processing fees.
In the case of a valid withdrawal from the contract or a refund following a complaint, we return the payments received within 14 days using the same means of payment that was used, unless the parties agree otherwise.
Alternative dispute resolution
A consumer has the right to contact the seller with a request for redress if they are dissatisfied with the way a complaint has been handled or believe the seller has breached their rights. If the seller rejects the request, or fails to respond within 30 days, the consumer has the right to submit a proposal to begin alternative dispute resolution.
The competent body for alternative dispute resolution is the Slovak Trade Inspection (www.soi.sk) or another authorised legal entity listed by the Ministry of Economy of the Slovak Republic. Consumers may also use the ODR (online dispute resolution) platform available at https://ec.europa.eu/consumers/odr.
