Refund and Returns Policy

1. Contact Information for Complaints

  • All complaints must be submitted via email to: order@schumschum.com.

2. Time Frame for Submitting Complaints

  • Complaints must be submitted within 24 months from the date of receipt of the goods.

3. Required Documents

  • To process a complaint, the customer must provide a proof of purchase (e.g., invoice).

4. How to Submit a Complaint

  • Complaints must be submitted via email to order@schumschum.com. In the email, please include:
    • A detailed description of the defect.
    • Photos of the defect, if possible.
    • Proof of purchase.

5. Time Frame for Handling Complaints

  • Complaints will be addressed promptly, no later than 30 days from the date of submission.
  • If the complaint is complex and requires additional time, the customer will be informed of the delay.

6. Resolution of Complaints

  • If the defect is repairable, SCHUMSCHUM will repair the product free of charge.
  • If the defect cannot be repaired, the customer may choose between:
    • Exchange of the product.
    • Refund of the purchase price.
    • A reasonable discount on the purchase price.

7. Right to Deny a Complaint

  • SCHUMSCHUM reserves the right to deny a complaint if:
    • The product was damaged due to improper use or handling.
    • The defect was caused by the customer or a third party.
    • The complaint is made after the warranty period has expired.

8. Costs Associated with Complaints

  • SCHUMSCHUM will cover all costs associated with handling justified complaints, including any necessary expert assessments.
  • If the complaint is unjustified, the customer may be required to cover the costs of the expert assessment.

9. Replacement Products During Complaint Handling

  • SCHUMSCHUM does not provide replacement products while the complaint is being handled.

10. Legal Basis and Compliance

  • These complaint conditions comply with Slovak consumer protection laws, particularly Act No. 250/2007 on Consumer Protection, and relevant EU regulations.
  • For disputes that cannot be resolved amicably, customers can seek alternative dispute resolution through the Slovak Trade Inspection or the EU’s online dispute resolution platform.

Detailed Complaint Procedure

Step 1: Submission

  • Send an email to order@schumschum.com with the subject line “Complaint – [Your Order Number]”.
  • Include the following details in your email:
    • Your name and contact information.
    • A detailed description of the issue with the product.
    • Photos showing the defect.
    • A copy of the proof of purchase.

Step 2: Confirmation

  • Upon receipt of the complaint, SCHUMSCHUM will send a confirmation email acknowledging the complaint and providing a reference number.

Step 3: Assessment

  • SCHUMSCHUM will assess the complaint and may request additional information or documentation if necessary.
  • An expert assessment may be conducted to determine the cause of the defect.

Step 4: Resolution

  • SCHUMSCHUM will inform the customer of the resolution within 30 days of receiving the complaint.
  • If the complaint is justified, SCHUMSCHUM will proceed with repair, replacement, or refund as per the customer’s choice.

Step 5: Completion

  • Once the complaint is resolved, SCHUMSCHUM will send a final email confirming the completion of the complaint process and detailing the actions taken.