Complaints procedure

1. Introduction

1.1 This complaints procedure sets out how to report a defect (make a complaint) in goods bought from MMLES, s.r.o., Krásna Ves 82, 956 53 Krásna Ves, Slovakia, company ID: 47436255 (the “seller”). It forms part of the general terms and conditions.

1.2 A consumer’s rights arising from liability for defects are governed by Sections 612 to 626 of the Slovak Civil Code. A business buyer’s rights are governed by the Slovak Commercial Code and Article 8 of this complaints procedure.

2. What counts as a defect

2.1 Goods are defective if they do not meet the agreed requirements, in particular the description, type, quantity and quality stated in the quote, or the requirements that are usual for goods of the same kind.

2.2 The seller supplies used pallets sorted, fully functional and free of damage that would limit their use (100% functionality). A defect in a used pallet is, in particular, a broken or missing board or block, a loose joint or other damage that makes the pallet unsafe to use.

2.3 Ordinary signs of a pallet’s previous use, such as colour differences, stains or scuffs on the wood, and natural properties of wood, such as knots, cracks or variations in colour and grain, are not defects, provided they do not limit the use of the goods and the goods meet the agreed specifications.

2.4 Wear caused by ordinary use after delivery and damage caused by the buyer or by unsuitable storage, for example fuel becoming damp because it was stored without protection from rain, are not defects either.

3. Time limits

3.1 The seller is liable to consumers for any defect the goods have at the time of delivery that becomes apparent within two years of delivery. This also applies to used pallets.

3.2 If a defect becomes apparent within this period, it is presumed to have existed at delivery, unless the contrary is proven or this presumption is incompatible with the nature of the goods or the defect.

3.3 A consumer may exercise their rights arising from liability for defects if they notify the defect within two months of discovering it and no later than the end of the period under point 3.1. We recommend notifying a defect as soon as possible after discovering it.

4. Where and how to report a defect

4.1 You can report a defect:

• in person at the shop: Trenčianska cesta 1265/15, 957 01 Bánovce nad Bebravou, Monday to Friday 7:00–15:00;
• in person at our premises at the registered office: Krásna Ves 82, 956 53 Krásna Ves;
• by email to info@mmles.com;
• by post to the registered office address.

4.2 When reporting a defect, please give your name and contact details, the invoice number or other proof of purchase, a description of the defect and how you would like it resolved. Photographs of the defect help too. The original packaging and a warranty certificate are not required. You may use the complaint form, which you can download from this page as a PDF, but it is not obligatory.

4.3 Please do not send goods to us without prior agreement. We assess palletised consignments and larger quantities on site or from photographs and agree how the goods will be handed over. For consumers, the seller bears the costs of taking back the goods for repair or replacement.

5. Confirmation and time limit for resolution

5.1 Promptly after a defect is reported, the seller gives the buyer a written confirmation of the defect notification, usually by email. The confirmation states the period within which the seller will remedy the defect.

5.2 The period for remedying the defect may not exceed 30 days from the day the defect was reported, unless a longer period is justified by an objective reason beyond the seller’s control.

5.3 The seller informs the buyer of the outcome of the complaint by email or in another agreed way. If the seller rejects liability for the defect, it informs the buyer of the reasons in writing.

6. Remedies

6.1 A consumer may choose to have the defect remedied by replacement or by repair. They cannot choose a remedy that is impossible or that, compared with the other remedy, would impose disproportionate costs on the seller. For pallets and fuels, defects are usually remedied by replacing the goods with goods free of defects.

6.2 The seller remedies the defect free of charge, at its own expense, within a reasonable time and without significant inconvenience to the buyer. It delivers the repaired or replacement goods at its own expense.

6.3 A consumer is entitled to a reasonable price reduction or may withdraw from the contract if the seller has neither repaired nor replaced the goods, has refused to remedy the defect, the same defect remains despite repair or replacement, the defect is so serious that it justifies an immediate price reduction or withdrawal, or the seller has declared, or it is clear from the circumstances, that it will not remedy the defect within a reasonable time or without significant inconvenience to the buyer.

6.4 Withdrawal is not possible if the defect is minor or if the buyer contributed to it. Where the contract covers several items, the consumer may as a rule withdraw only in respect of the defective goods.

6.5 After withdrawal, the buyer returns the goods at the seller’s expense. The seller refunds the purchase price no later than 14 days after the goods are returned or the buyer proves that they have been sent back, using the same payment method as the buyer used, unless the buyer expressly agrees to another method.

7. Repeated notification of a defect

7.1 If the seller rejects liability for a defect and the buyer proves the seller’s liability by an expert opinion or a professional opinion of an accredited, authorised or notified body, the buyer may report the defect again and the seller cannot reject it. In that case a consumer is entitled to reimbursement of expenses reasonably incurred, as provided by the Civil Code.

8. Business buyers

8.1 A business buyer must inspect the goods on receipt. Defects that it discovered or could have discovered during the inspection, in particular an incorrect number of items or visible damage, must be notified to the seller without undue delay, as a rule on receipt. Hidden defects must be notified without undue delay after they are discovered and no later than two years after delivery.

8.2 A business buyer’s rights arising from defects are governed by the Commercial Code. Articles 4 and 5 apply accordingly to the way a defect is reported.

9. Dispute resolution

9.1 If a consumer is not satisfied with how a complaint was handled, they may ask the seller for redress and then turn to an alternative dispute resolution body as described in Article 9 of the general terms and conditions.

10. Effective date

10.1 This complaints procedure is effective from 21 October 2026.