Returns
You can return the ordered goods (the entire order or only some items) to us within 14 days of delivery without giving a reason, and we will refund your money within 14 days. In this case, you pay the postage for delivering the goods to us. The goods must not be damaged, worn, disassembled, and in the original packaging. Several types of goods are exempt from being returned. Non-returnable items:
- Personalized, or custom made products
- Gift cards
- Downloadable software products
You can return the goods with the Returns form to us by courier or mail to the address:
Ing. Martin Dugas – DUGATEC
Račianske Mýto 10990/1D
83102 Bratislava
Slovakia
In case of refunding the purchase price, the amount will be sent back to the original payment card/bank account.
For your protection we highly recommend you use a traceable shipping method. We are not responsible for lost or damage packages.
Warranty claims
The warranty period is 24 months for all products (unless stated otherwise in the product description) and begins from the date of takeover of the goods. The warranty certificate (in the form of a proof of purchase) is an invoice that you received with your order.
By law, you can complain about any originally hidden problems or defects if the goods had some upon delivery, and that is if such a defect appeared within the warranty period and you managed to file a complaint.
With some exceptions, the statutory warranty does not apply to defects or damage caused by use contrary to the purpose for which the goods are intended, use contrary to the instructions for use, minor defects or damage corresponding to normal wear and tear, defects or damage caused by the influence of undesirable external influences, defects caused by unprofessional intervention in the goods, other defects caused by unforeseen external circumstances, or hidden defects of minor or negligible importance without affecting the functionality or intended use of the goods.
If you want to claim a warranty, please contact us by e-mail containing photos of the damaged goods and a short description of the defects of the goods.
Then, If you still wish to proceed with the warranty claim, you can send the goods with the Warranty claims form to us by courier or mail to the address:
Ing. Martin Dugas – DUGATEC
Račianske Mýto 10990/1D
83102 Bratislava
Slovakia
After receiving the shipment, we will send you a notification about the handling of the complaint as soon as possible. The legal deadline for handling the complaint is 30 days from the delivery of the shipment, but we try to handle complaints faster. In the case of objective reasons (for example, in case of unavailability of spare parts) we have the right to extend this period – in this case we will inform you of the extension as soon as possible.
If we accept your complaint, we will repair the product or replace it with a new one. If the product cannot be repaired or replaced with a new one, we will provide you with an appropriate discount on the purchase price of another product or refund it to you in full amount, depending on your choice.
In case of refunding the purchase price, the amount will be sent back to the original payment card/bank account.
If we are unable to resolve the complaint within 30 days (with the exception of the aforementioned objective reasons for the extended period, which we have transparently informed you about), you have the right to withdraw from the contract and request a refund.
If we do not acknowledge your complaint, and you are convinced that we acted incorrectly, you can check us through a professional assessment or expert opinion. If such an assessment proves that the fault is on our side, you have the right to complain about the goods again, and we are no longer entitled to reject such a complaint.