Complaints policy

This is an English translation. In case of any discrepancy, the Slovak version prevails.

1. Introduction

1.1 This complaints policy governs how complaints about products and installation supplied by Flowcraft s.r.o. (Flowgarden brand), registered office Doležalova 3424/15C, 821 04 Bratislava – Ružinov, Slovakia, company ID: 52104184, registered in the Commercial Register, section: Sro, file no. 37469/R (the “seller”), are made and handled.

1.2 Contact for complaints: e-mail info@flowgarden.sk, phone +421 908 818 794, operations Kasárenská 5, 911 05 Trenčín, Slovakia.

1.3 This procedure applies to made-to-measure products and their installation supplied on the basis of a price quote or contract. Goods purchased in the flowgardenshop.sk online shop are subject to the complaints policy published there.

1.4 The complaints policy forms part of the Terms and conditions.

2. Liability for defects

2.1 The seller is responsible for ensuring that the product and installation are free of defects and in conformity with the contract at handover, and for defects that appear during the warranty period.

2.2 The warranty period is 24 months. For products with installation, it runs from the date the work is handed over according to the handover report; for products without installation, from the date of receipt.

2.3 The seller is not liable for defects caused by:

normal wear and the natural properties of the material (for wood in particular changes in colour shade, cracks and movement of the wood due to moisture, provided they do not impair function),
improper use or neglected maintenance contrary to the seller's instructions,
interference by a third party or unprofessional modification,
a natural disaster or loads beyond the intended use (for example a windstorm exceeding the product's resistance),
incorrect dimensions supplied by the buyer.

3. How to make a complaint

3.1 Make your complaint without undue delay after discovering the defect, preferably by e-mail to info@flowgarden.sk. You may use the Complaint form.

3.2 Please state:

your name and contact details (e-mail and phone),
the order, contract or invoice number,
the address where the product is installed,
the handover date and the date the defect was discovered,
a description of the defect and photos,
how you propose the complaint be resolved.

3.3 For products with installation, the seller arranges an on-site inspection depending on the nature of the defect. A product without installation may also be delivered to the operations address.

3.4 The seller sends you confirmation of the complaint by e-mail without delay.

4. Handling of complaints (consumers)

4.1 The seller assesses the complaint and resolves it by repair or replacement where possible. If neither repair nor replacement is possible or would be disproportionate, the consumer is entitled to a reasonable discount or may withdraw from the contract.

4.2 The complaint will be resolved within 30 days of being made, unless a longer period is agreed with the consumer. For installed products, the inspection is included in this period.

4.3 The seller informs the consumer of the outcome by e-mail and issues a document confirming how the complaint was resolved.

4.4 If the seller rejects the complaint, the seller gives the reason and informs the consumer of the possibility of an expert assessment and of alternative dispute resolution (Article 10 of the Terms).

5. Complaints by businesses

Complaints by businesses are governed by the Commercial Code and the contract.

6. Final provisions

6.1 Matters not covered by this procedure are governed by the Civil Code (Act No. 40/1964 Coll.) and Act No. 108/2024 Coll. on Consumer Protection.

6.2 A complaint is governed by the version of this procedure in force on the day the contract was concluded. The seller archives previous versions and provides them on request.

6.3 This complaints policy is effective from 15. 10. 2026.