Complaints

In the case of a defect of the bought product on our e-shop, our complaints department is there for you.

General provisions and definitions

a)These Complaints Regulations have been processed in accordance with Act No. 513/1991 of the Commercial Code, as amended, Act No. 40/1964 of the Civil Code, as amended, in accordance with Act No. 108/2024. on Consumer Protection and on Amendments and Additions to Certain Acts and applies to consumer goods ("Goods") for which the Buyer's rights under liability for defects ("Complaints") are exercised during the warranty period.

b)"Seller" or the Trader is the company mobil online, s.r.o ., with its registered office in M. Rázusa 13 98401 Lučenec Slovakia, ID No.: 44547722, Tax ID No.: 2022734318,VAT ID No.: SK 2022734318, Establishment:M. Rázusa 13, Phone: +421 940 600 100,E-mail: info@mobilonline.sk"Buyer" means the party acquiring goods from the Seller for money; ("Consumer" within the meaning of Section 52(4) of the Civil Code).

c)The Parties explicitly agree that the contract concluded between the Seller and the Buyer shall be governed in its entirety by the provisions and legal regulations of the Seller, which is the law of the Slovak Republic. This is without prejudice to the rights and protection of the Consumer, which are provided by such provisions, which cannot be derogated from by agreement under the law which would be applicable in the absence of choice of law on the basis of Article 6(1) of Regulation (EC) 593/2008 of the European Parliament and of the Council on the law applicable to contractual obligations (Rome I).

Warranty period is 24 month since the date of taking over of the product by a customer. In the case of used mobile phones or tablets, it is 12 month according the law , or otherwise – if other warranty certificate than our is a part of the packaging of a mobile phone, but it shall be not shorter than by law determined warranty for used phones.

When applying the warranty, the Buyer is obligated to submit a valid warranty certificate or invoice. The Buyer applies the warranty at the service center or at the Seller. In the case of a defect, which appears before the sale (during the presentation, trying) or in the case of 3 same defect or 4 different defects recognized by the service center, a customer has a right for replacement of the product, if the conditions stated above was respected.

Warranty certificate shall contains:

Type of the product + serial number (IMEI)
Sale confirmation (date of the sale, stamp, signature and address of the Seller)

The warranty is invalid:

If a warranty certificate is incomplete or unjustifiably changed
If the type of the product or its serial number have been changed or serial number data on the product are not readable
If an unathorized person has changed data in a warranty certificate
When non-compliance of proper usage and maintenance of the product stated in the user manual
If an unprofessional or unauthorized intervene has been made on the product
With regard to a mechanical damage caused by an user
If a defect was caused by extraneous substances, which penetrated the device
If a defect was caused by an user via storing or using the device in inappropriate environment (moist, dusty, chemically aggressive environment)
If the device was connected to other than prescribed charger

Warranty for companies and businessmen:

According the Commercial Code – 12 months.

How to proceed with a complaint:

If your product appears to have signs of a defect which has not been caused by your fault or by any of above stated influences, fill in the following complaint form, or contact us on the phone number +421 940 600 100 or on e-mail address info@mobilonline.sk

According the law, a complaint has to be handled within 30 days since its claiming. In the case that it will not be recognized as a warranty one, we will inform you about possibility of a repair. In the case that you are aware that the warranty does not apply on a defect of your phone, feel free to contact us, we will offer you a possibility of repair for unbeatable prices.

The Seller shall confirm the reception of a complaint and gives a confirmation about a complaint of the product in proper form to the Buyer. A claiming day is a day when the complaint was received by the Seller. If it is not possible to deliver it immediately, it has to be delivered without undue delay, at the latest with the document about handling of a complaint. The confirmation about handling of a complaint will be sent in a written form.

The Seller is obligated to immediately determine a way for complaint handling, in difficult cases within 3 days since the claiming. In justified cases, including in which it is need for difficult technological evaluation of the product, at the latest up to 30 days since the claiming. After determination of the way of handling with a complaint, the Seller shall handle a complaint immediately, in justified cases, it is possible to handle a complaint later. Handling with a complaint shall not be longer than 30 days since the claiming. After 30 days deadline for handling with a complaint, the Buyer has a right to withdraw from the purchase contract and a full price for the product will be refunded to him.

Instructions on the buyer's right to withdraw from a distance contract or a contract concluded away from business premises under Act No. 108/2024 on Consumer Protection and on Amendments and Additions to Certain Acts )

Withdrawal from a purchase contract concluded pursuant to the Consumer Protection Act is valid only for purchases made in the e-shop via the website www.foon.eu and when ordering by telephone.
The buyer has the right to withdraw from a contract concluded in this way without giving a reason within 14 days from the date of receiving the goods or from the conclusion of the contract for the provision of a service. The Buyer has the right to unpack and test the goods within this period after receipt in a manner similar to that usual for a purchase in a retail shop.
.The buyer is obliged to send the goods back or hand them over to the seller or a person authorized by the seller to take over the goods within 14 days from the date of withdrawal from the contract.
The goods must be sent by registered mail (plus the option - in the form of an insured shipment) as the seller is not liable for any loss or damage during transport (registered mail does not mean cash on delivery).
The buyer is liable only for the reduction in value of the goods resulting from handling of the goods which is beyond the handling required to determine the characteristics and functionality of the goods. This does not apply if the seller has failed to comply with the information obligation pursuant to Section 15(1)(f) of Act No. 108/2024 ( § 21(4) of Act No 108/2024 Coll.)
The buyer cannot, without the seller's consent, withdraw from the contract for goods which are intended according to the consumer's special requirements or which, due to their characteristics, cannot be returned. ( § 19 (1) (c) of Act No 108/2024 )
The buyer shall submit his right to withdraw from the contract in written form, at the address indicated in the contacts on the e-shop page. The withdrawal must include the identification of the buyer, the date of the order, the exact specification of the goods, the account number where to send the refunded amount of the price.
If the Buyer withdraws from the contract and delivers to the Seller goods that do not show signs of use, are in the same original packaging and are not damaged or incomplete, the Seller is obliged to return to the Consumer without undue delay, at the latest within 14 days from the date of receipt of the notice of withdrawal, all payments received from the Consumer on the basis of the contract or in connection with it, including the cost of transport, delivery and postage and other costs and charges (§ 22 (1) and (6) of the Act No. 108/2024). The Seller shall do so by wire transfer to the Buyer's account specified by the Buyer.
The Seller shall refund to the Buyer, upon valid withdrawal from the contract, the purchase price including the costs which were incurred by the Buyer in relation to the ordering of the goods, if the Buyer, together with the goods,submits to the Seller written evidence of the costs incurred by the Buyer in relation to the ordering of the goods.
When withdrawing from a distance contract or a contract concluded away from the seller's premises pursuant to § 19(1), the consumer shall bear only the costs of returning the goods to the seller or to the person designated by the seller to take over the goods; this shall not apply if the seller has agreed to bear the costs himself or if the seller has not fulfilled the information obligation pursuant to § 15(1)(g) ( § 21(3) of Act No 108/2024 ).
The costs of returning the goods shall not be charged to the buyer only if the goods did not fully meet the quality requirements and were also defective.
Goods fully complying with the quality requirements are considered to be goods of the same or similar characteristics as indicated in the offer of goods on the Seller's website.
The Seller is also not obliged to pay the additional costs to the Buyer if the Consumer has expressly chosen a delivery method other than the cheapest normal delivery method offered by the Seller. Additional costs shall be understood as the difference between the costs of delivery chosen by the consumer and the costs of the cheapest normal method of delivery offered by the seller (§ 22(3) of Act No 108/2024 ).
The buyer shall return the goods at his own expense if the goods fully comply with the declared quality requirements and are not defectiv

Rights of the Buyer:

If the seller is responsible for a defect in the sold item, the buyer has the following rights against him the right to withdraw from the purchase contract, as stated above in the provisions of this Complaints Procedure

Alternative dispute resolution-ADR:

If the Buyer-Consumer was not satisfied with the handling of the claim by the Seller or if the Buyer-Consumer contacted the Seller with a request for correction and was not satisfied with the manner in which the Seller handled the claim or if he believes that the Seller has violated his rights, the Buyer-Consumer has the right to contact the Seller with a request for correction.If the Seller responds to such a request in a negative manner or fails to respond within 30 days from the date of its submission, the Buyer - consumer has the right to submit a proposal for the initiation of an alternative dispute resolution to an alternative dispute resolution subject.The subject of alternative dispute resolution is the Slovak Trade Inspection, Prievozská 32, P.O. Box 5, 820 07 Bratislava 27,or another competent authorised legal person registered in the list of subjects of alternative dispute resolution maintained by the Ministry of Economy of the Slovak Republic (the list is available at www.mhsr.sk).The buyer-consumer is entitled to choose the alternative dispute resolution entity to which he applies.The consumer may use the online dispute resolution platform available at http://ec.europa.eu/consumers/odr/ to submit a proposal for alternative dispute resolution.Alternative dispute resolution does not apply to disputes where the value of the dispute does not exceed the amount of EUR 20.The ADR entity may require the consumer to pay a fee for the initiation of ADR up to a maximum of EUR 5 including VAT.

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