Partoria

Complaints Policy

1. General Provisions

This Complaints Policy governs the procedures and conditions for exercising rights related to defects in goods (complaints) purchased through the online store www.partoria.eu, operated by:

Trending Up s. r. o.
Registered office: Šarišský Štiavnik 13, 090 42 Šarišský Štiavnik, Slovakia
Company ID: 56 383 771
Email: info@partoria.eu

2. Warranty Period

  • 24 months for new products
  • 12 months for used products
    The warranty period begins on the day the goods are received by the buyer.

3. How to Submit a Complaint

The buyer has the right to file a complaint if the goods:

  • do not match the product description or the ordered type,
  • are damaged or non-functional,
  • stop functioning correctly during the warranty period.

Steps to submit a complaint:

  1. Fill out the complaint form at www.partoria.eu/reklamacia
  2. After submitting the form, you will receive instructions on how and where to send the goods
  3. Carefully pack the item to avoid further damage during transport
  4. Include a copy of the invoice and a brief description of the defect

4. Complaint Resolution

Complaints will be resolved within 30 calendar days from the date of submission.
If the complaint is accepted, the buyer is entitled to one of the following:

  • repair of the product, or
  • replacement with the same or equivalent product, or
  • a reasonable discount, or
  • a full refund (in case of a serious defect)

You will be informed of the outcome via email.

5. Shipping Costs

  • If the complaint is justified, we will cover the return shipping costs.
  • If the complaint is unjustified, we reserve the right to charge return shipping.

6. Warranty Exclusions

The warranty does not cover:

  • normal wear and tear from use,
  • mechanical damage caused by the buyer,
  • improper use or storage,
  • defects resulting from unauthorised repairs or modifications.

7. Consumer Rights

This Complaints Policy does not limit your statutory consumer rights.
Under EU and Slovak consumer protection laws, you have the right to claim for any defect that appears during the warranty period, unless it was caused by the consumer.

8. Alternative Dispute Resolution

If you are not satisfied with how your complaint is handled, you can contact:

Slovak Trade Inspection – Inspectorate for the Prešov Region
Obrancov mieru 6, 080 01 Prešov, Slovakia
Website: www.soi.sk
EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

9. Final Provisions

This Complaints Policy is effective as of August 3, 2025.
The operator reserves the right to amend this policy at any time. The latest version is always available at www.partoria.eu.