1. Introductory provisions

1.1.

This Complaint Procedure regulates the process for exercising rights arising from defects in goods purchased through the online store operated on the website.

1.2.

The seller and operator of the online store is:

Business name: Anatomic s.r.o.
Registered office / place of business: Na Stráni, Žilinská Lehota 122
Company ID (IČO): 50457161
Tax ID (DIČ): 2120333688
VAT ID: SK2120333688

Registered in: Commercial Register of the District Court Žilina, Section Sro, Insert No. 6621/L

E-mail: anatomic@anatomic.sk
Telephone: +421 948 255 307

Website / online store: www.anatomic.sk / www.shop.anatomic.sk/en/

Address for exercising rights arising from liability for defects:
Na Stráni, Žilinská Lehota 122.

1.3.

This Complaint Procedure applies to buyers who are consumers as well as buyers who are not consumers, unless otherwise expressly stated in this Complaint Procedure.

1.4.

A consumer means a natural person who, when entering into and performing a consumer contract, does not act within the scope of their business activity, employment or profession.

1.5.

An entrepreneur means a person who, when entering into and performing a contract, acts within the scope of their business activity or profession, in particular a person who provides a business name, company ID, tax ID, VAT ID or other business identification details when placing an order.

2. Seller’s liability for defects towards consumers

2.1.

The seller is liable to the consumer for defects in goods to the extent provided by the Civil Code and applicable consumer protection legislation.

2.2.

The seller is liable for a defect that existed at the time of delivery of the goods and that becomes apparent within two years from the delivery of the goods to the consumer, unless a different period is provided by law.

2.3.

In the case of used goods, the seller and the consumer may agree on a shorter period of liability for defects, but not shorter than one year from the delivery of the used goods. The shorter period must be communicated to the consumer before concluding the contract.

2.4.

Unless the seller has provided a separate consumer guarantee, this does not constitute a guarantee beyond the statutory rights. The seller provides statutory liability for defects.

2.5.

The seller is not liable for the fact that goods do not meet the consumer’s subjective expectations if the goods comply with the contract, description, technical specification, confirmed order and purpose for which they are intended.

2.6.

The seller is not liable for defects or damage to goods caused after delivery as a result of incorrect or unprofessional installation, use of unsuitable installation materials, installation into an unsuitable or insufficiently load-bearing surface, failure to comply with the documents “Instructions for Use” or “Installation of Climbing Holds”, failure to comply with technical, installation or safety instructions, excessive load or use of goods contrary to their intended purpose.

3. What is not considered a defect of goods

3.1.

A defect of goods does not include, in particular:

a) normal wear and tear caused by use of the goods,

b) damage caused by improper use,

c) damage caused by failure to follow instructions, technical, installation or safety requirements,

d) damage caused by incorrect or unprofessional installation performed by the buyer or a third party, if installation was not part of the seller’s obligation,

e) damage caused by the use of unsuitable installation materials, unsuitable surfaces or unsuitable technical solutions chosen by the buyer, or failure to follow the “Instructions for Use” or the procedure according to the document “Installation of Climbing Holds”,

f) damage caused by using the goods for a purpose other than their intended purpose,

g) damage caused by excessive load, impact, falling, mechanical damage or careless handling,

h) damage caused by storage in unsuitable conditions, especially unsuitable humidity, temperature, dust, chemical environment or direct sunlight, where the nature of the goods excludes such conditions,

i) damage caused by unauthorised intervention, modification, repair or alteration of goods performed by the buyer or a third party,

j) natural changes in material properties corresponding to the nature of the material used and not preventing proper use of the goods,

k) differences in colour, structure, surface, wood grain or minor deviations resulting from the nature of production, natural materials or technological processes, unless they conflict with the confirmed specification,

l) a defect about which the consumer was expressly informed before concluding the contract and for which a price reduction was provided,

m) subsequent dissatisfaction of the consumer with the price, size, colour, shape or technical solution if the goods comply with the order and confirmed specification.

3.2.

For climbing holds, wooden, laminate and thermoplastic structures, damage caused in particular by unsuitable fixing methods, use of incorrect screws, incorrect tightening, installation into an unsuitable surface or use contrary to the intended purpose is not considered a defect.

3.3.

When assessing a defect, the seller is entitled to take into account the nature of the goods, their purpose, intensity of use, method of installation, storage conditions, technical condition of the supporting surface and compliance with instructions provided by the seller or manufacturer.

4. Reporting defects by the consumer

4.1.

The consumer may report a defect mainly:

a) by e-mail to: anatomic@anatomic.sk

b) by post to:
Na Stráni, Žilinská Lehota 122

c) by another means of distance communication designated by the seller for this purpose.

4.2.

The consumer may exercise rights arising from liability for defects only if the defect is reported within two months from the date on which the defect was discovered, and no later than before expiry of the statutory liability period.

4.3.

A proper defect notification must clearly state:

a) who is reporting the defect,

b) which goods the defect concerns,

c) what the consumer considers to be the defect or how the defect manifests itself,

d) how the consumer can be contacted.

4.4.

If the consumer’s notification does not contain information necessary to identify the goods, contract or reported defect, the seller will request completion of the missing information. The seller is not obliged to decide on the method of remedying the defect until the consumer provides reasonable cooperation necessary to identify the goods and assess the reported defect.

4.5.

When reporting a defect, the consumer is recommended to provide in particular the order number or invoice number, purchase date, description of the defect, date when the defect was discovered, photographs or video documentation of the defect where possible due to the nature of the defect, and the requested method of resolution.

4.6.

Failure to provide photographs, video documentation or proof of purchase alone does not prevent the consumer from reporting a defect if the consumer can prove the purchase in another way or if the seller can identify the order in its system.

4.7.

The seller is entitled to request reasonable cooperation from the consumer necessary to verify the defect, in particular photographs, video documentation, description of the method of use, installation information, information about installation materials used, access to the goods or sending the goods to the seller if necessary for assessment of the defect.

5. Confirmation of defect notification

5.1.

The seller shall provide the consumer with written confirmation of the reported defect without undue delay after the defect has been reported.

5.2.

If the consumer reports a defect by means of distance communication, the seller shall provide confirmation on a durable medium, in particular by e-mail.

5.3.

The confirmation of the reported defect shall include in particular:

a) identification of the consumer,
b) identification of the goods,
c) description of the reported defect,
d) date of reporting the defect,
e) the period within which the defect will be remedied, if it concerns a defect for which the seller is liable and which can be remedied.

5.4.

The period for remedying a defect shall not exceed 30 days from the date of reporting the defect, unless a longer period is justified by an objective reason beyond the seller’s control.

5.5.

For large-scale, atypical or individually manufactured goods, an objective reason for a longer period may include, in particular, the need for technical inspection, expert assessment, production of a replacement part, delivery of specific materials, arranging specialised transport or coordination of installation, if these circumstances cannot objectively be influenced by the seller.

6. Assessment of defects by the seller

6.1.

The seller shall assess the reported defect taking into account the nature of the goods, their technical purpose, confirmed order, instructions, installation and safety requirements, intensity of use, method of installation, storage conditions and other circumstances of the case.

6.2.

The seller is entitled to assess the defect independently or through the manufacturer, supplier, service technician, expert or another professionally qualified person.

6.3.

For large-scale or permanently installed goods, the consumer is obliged to allow the seller or a person authorised by the seller reasonable access to the goods for the purpose of inspection, photographic documentation, measurement, dismantling, repair or replacement.

6.4.

If the consumer does not provide the necessary cooperation, in particular does not allow inspection, does not allow collection of goods, does not respond to the seller’s request or does not provide information necessary for assessment of the defect, the seller shall not be considered in delay with the assessment or removal of the defect during the period of lack of cooperation.

6.5.

The seller may refuse liability for a defect if it determines that the defect is not a defect for which the seller is responsible, especially if the defect occurred after delivery due to an act or omission of the buyer or a third party.

6.6.

If the seller refuses liability for a defect, the seller shall inform the consumer in writing of the reasons for such refusal.

7. Consumer rights in case of defective goods

7.1.

If the seller is liable for a defect in the goods, the consumer has the right to:

a) removal of the defect by repair,

b) removal of the defect by replacement of the goods,

c) a reasonable reduction of the purchase price,

d) withdrawal from the purchase contract.

7.2.

The consumer has the right to choose repair or replacement of the goods. However, the consumer may not choose a method of remedy that is impossible or which, compared with the other method of remedy, would cause unreasonable costs to the seller.

7.3.

When assessing unreasonable costs, the following shall be taken into account in particular:

• the value of the goods without the defect,
• the seriousness of the defect,
• the possibility of removing the defect in another way without significant difficulties for the consumer,
• transport costs,
• installation costs,
• availability of replacement goods or spare parts,
• the nature of individually manufactured goods.

7.4.

The seller may refuse both repair and replacement if neither is possible or if either would require unreasonable costs considering all circumstances.

7.5.

If the defect can be remedied, repair or replacement shall be the preferred method of resolution if possible and reasonable. The consumer has the right to a reasonable price reduction or withdrawal from the contract mainly in cases provided by law.

7.6.

If, at the time of reporting the defect, the buyer is in delay with payment of the purchase price or part thereof, the buyer may not refuse to pay the purchase price or part thereof due to reporting the defect.

8. Repair, replacement and making goods available

8.1.

If the seller is liable for a defect, the seller shall remedy the defect by repair or replacement free of charge, at their own expense, within a reasonable period and without causing serious inconvenience to the consumer.

8.2.

For the purposes of repair or replacement, the consumer is obliged to hand over or make the goods available to the seller or a person designated by the seller.

8.3.

For goods that can be shipped by standard transport, the consumer and the seller shall agree on the method of sending or collecting the goods.

8.4.

For large, heavy, permanently installed or individually manufactured goods, the consumer and seller shall agree on a reasonable method of making the goods available.

The seller is entitled to first carry out a preliminary remote assessment of the defect based on photographs, video documentation and a description of the defect, if appropriate considering the nature of the defect.

8.5.

The seller shall deliver repaired or replaced goods to the consumer at their own expense in the same or similar manner as the consumer delivered the defective goods, unless otherwise agreed by the parties.

8.6.

If the consumer does not collect repaired or replaced goods within six months from the date on which they should have been collected, the seller is entitled to proceed according to the Civil Code, including the possibility of selling the goods if legal conditions are met.

9. Reasonable price reduction and withdrawal from the contract

9.1.

The consumer has the right to a reasonable reduction of the purchase price or withdrawal from the contract if the conditions established by the Civil Code are met.

9.2.

The consumer has the right to a reasonable price reduction or withdrawal from the contract especially if:

a) the seller has not repaired or replaced the goods,

b) the seller refused to remedy the defect in cases where permitted by law,

c) the goods have the same defect despite repair or replacement,

d) the defect is of such a serious nature that it justifies an immediate price reduction or withdrawal from the contract,

e) the seller has declared, or it is apparent from the circumstances, that the defect will not be remedied within a reasonable period or without causing serious inconvenience to the consumer.

9.3.

The price reduction must correspond to the difference between the value of the goods without the defect and the value of the defective goods.

9.4.

The consumer may not withdraw from the contract if the defect is insignificant or if the consumer contributed to the occurrence of the defect.

The burden of proving that the defect is insignificant or that the consumer contributed to its occurrence lies with the seller.

9.5.

If the consumer withdraws from the contract, the consumer shall return the goods to the seller at the seller’s expense if the defect is one for which the seller is liable.

9.6.

The seller shall refund the purchase price to the consumer no later than 14 days from the date of returning the goods to the seller or from the date when the consumer proves that the goods were sent to the seller, whichever occurs first.

9.7.

The seller shall refund the purchase price or provide a price reduction using the same payment method used by the consumer unless the consumer expressly agrees to another method.

The conditions for price reduction and withdrawal are governed by Section §624 of the Civil Code.

10. Damage to shipment during transport

10.1.

The consumer is advised to check the condition of the shipment upon receipt.

10.2.

If the shipment is visibly damaged, the consumer is advised to prepare a damage report with the carrier, document the shipment by photographs and immediately contact the seller.

10.3.

If the consumer discovers damage to the goods after opening the shipment, the consumer is advised to immediately contact the seller and provide photographs of:

• the packaging,
• the transport label,
• the damaged goods.

10.4.

Failure to follow the recommendations under this article does not affect the consumer’s statutory rights arising from liability for defects; however, it may make it more difficult to determine the cause of damage and exercise claims against the carrier.

11. Refusal of liability for a defect

11.1.

The seller shall refuse liability for a defect if, after assessment, it determines that the defect is not a defect for which the seller is responsible.

11.2.

The reason for refusing liability for a defect may include, in particular, a finding that:

a) the defect occurred only after delivery of the goods,

b) the defect was caused by improper use or incorrect installation and/or by failure to comply with the documents “Instructions for Use” or “Installation of Climbing Holds”,

c) the defect was caused by mechanical damage, excessive load or inappropriate intervention,

d) the defect was caused by using the goods contrary to their intended purpose,

e) the defect was caused by unsuitable storage or maintenance conditions,

f) it concerns normal wear and tear,

g) it concerns a natural property of the material used,

h) the goods comply with the confirmed specification,

i) the buyer reported the defect after the statutory deadline.

11.3.

If the seller refuses liability for a defect, the seller shall inform the consumer in writing of the reasons for such refusal.

11.4.

If the consumer proves the seller’s liability for a defect by an expert opinion or professional statement issued by an accredited person, the consumer may report the defect again.

In such a case, the seller may not refuse liability for the same reason that has been disproved by the expert opinion or professional statement.

12. Buyer who is an entrepreneur

12.1.

This section applies exclusively to buyers who are not consumers.

12.2.

The rights of an entrepreneur buyer arising from liability for defects are governed by the Commercial Code, the purchase contract, the business terms and conditions and this Complaint Procedure.

12.3.

The entrepreneur buyer is obliged to inspect the goods without unnecessary delay after receipt.

12.4.

The entrepreneur buyer is obliged to notify the seller of visible defects, shipment damage, quantity differences or incomplete delivery without unnecessary delay after discovery, but no later than within 3 working days from receipt of the goods.

12.5.

The entrepreneur buyer must notify the seller of hidden defects without unnecessary delay after discovering them or after they could have been discovered with professional care.

12.6.

A defect notification submitted by an entrepreneur buyer must contain:

a) identification of the buyer,

b) order number or invoice number,

c) identification of the goods,

d) description of the defect,

e) extent of the defect,

f) date of discovery of the defect,

g) photographs or video documentation where possible,

h) requested method of resolution.

12.7.

The seller is not liable to an entrepreneur buyer in particular for defects caused by:

• improper use,
• unsuitable installation,
• failure to comply with technical, installation or safety instructions,
• normal wear and tear,
• mechanical damage after receipt,
• use under unsuitable conditions,
• unauthorised intervention,
• use of goods for a purpose other than intended.

12.8.

With respect to an entrepreneur buyer, the seller is not liable for indirect damages, consequential damages, loss of profit, loss of business opportunities, interruption of operations or other consequences.

12.9.

The provisions of this Complaint Procedure intended for consumers shall not apply to entrepreneur buyers.

13. Alternative dispute resolution for consumer disputes

13.1.

If the consumer is not satisfied with the way in which the seller handled their defect notification, or if the consumer believes that the seller has violated their rights, the consumer has the right to contact the seller with a request for remedy.

13.2.

The consumer may send a request for remedy:

by e-mail to:
anatomic@anatomic.sk

or by post to:

Na Stráni, Žilinská Lehota 122

13.3.

If the seller responds negatively to the consumer’s request for remedy or does not respond within 30 days from the date of sending the request, the consumer has the right to submit a proposal for initiation of alternative dispute resolution to the relevant alternative dispute resolution entity pursuant to Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes.

13.4.

The relevant alternative dispute resolution entity is in particular the Slovak Trade Inspection Authority or another authorised legal entity registered in the list of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic.

13.5.

The list of alternative dispute resolution entities is available on the website of the Ministry of Economy of the Slovak Republic.

13.6.

The consumer may submit a proposal for initiation of alternative dispute resolution:

• in written form,
• electronically,
• or orally for the record

to the relevant alternative dispute resolution entity.

14. Final provisions

14.1.

This Complaint Procedure has been prepared in accordance with the legal order of the Slovak Republic.

14.2.

If the buyer is a consumer, no provision of this Complaint Procedure shall be interpreted in a way that restricts or excludes consumer rights arising from mandatory legal provisions.

14.3.

If any provision of this Complaint Procedure is invalid, ineffective or unenforceable, this shall not affect the validity, effectiveness and enforceability of the remaining provisions.

14.4.

The seller reserves the right to amend this Complaint Procedure.

The version of the Complaint Procedure effective at the time of conclusion of the purchase contract shall apply to rights and obligations arising before the amendment becomes effective, unless mandatory legal provisions provide otherwise.

14.5.

This Complaint Procedure becomes effective on: 1.7.2026