Complaints Policy

This Complaints Policy governs the procedure for exercising rights arising from liability for defects in goods purchased in the Top4Mobile online store.

Seller

Shield-Sk s.r.o.
Ulica Rudolfa Mocka 3750/2A
841 04 Bratislava
Slovak Republic

Company ID: 46701494
VAT ID: SK2023549671
E-mail: info@top4mobile.eu

Liability for Defects in Goods

The seller is liable to the consumer for defects that the goods have at the time of delivery, as well as for defects that appear after delivery within the statutory period.

Goods are considered defective in particular if they do not correspond to the agreed characteristics, are not suitable for their usual purpose, do not correspond to the description, quantity, quality, functionality or other characteristics that the buyer may reasonably expect considering the nature of the goods.

Period for Exercising Rights Arising from Liability for Defects

For new goods, the consumer may exercise rights arising from liability for defects that appear within 24 months from the delivery of the goods.

The consumer is obliged to notify the seller of the defect without undue delay after discovering it, but no later than within 2 months from its discovery. Rights arising from liability for defects may be exercised no later than within 24 months from the delivery of the goods.

For used goods, the period for exercising rights arising from liability for defects may be shortened, but not to less than 12 months, provided that such shorter period is expressly stated at the time of sale.

How to Submit a Complaint

A complaint regarding defective goods can be submitted via the complaint form. This form is intended for cases where the purchased goods have a defect or fault.

If you wish to return goods as part of withdrawal from the contract or return goods without claiming a defect, please use the return form. Returning goods and submitting a complaint about defective goods are two separate procedures.

If you have any questions, you can contact us by e-mail at info@top4mobile.eu.

When submitting a complaint, we recommend providing the order number, a description of the defect, the way in which the defect appears, and attaching a photo or video of the defect if this is possible considering the nature of the defect. This will help us assess the complaint more quickly.

To submit a complaint, it is necessary to prove that the goods were purchased from the seller, for example by an invoice, order confirmation or another proof of purchase. A warranty certificate is required only if it was issued with the goods and is necessary for assessing the complaint.

Sending the Goods Under Complaint

The goods under complaint must be sent complete, clean, safely packed and protected against damage during transport. Please include the order number or contact details with the shipment so that we can correctly match the shipment with your complaint.

Please do not send the goods cash on delivery. Shipments sent cash on delivery may not be accepted.

Assessment and Handling of the Complaint

After receiving the complaint, we will confirm its receipt without undue delay. The confirmation will also state the period within which the complaint will be handled.

We will handle the complaint within a reasonable period, no later than 30 days from the date the defect was reported, unless a longer period is justified by an objective reason beyond our control.

We will inform you of the outcome of the complaint by e-mail or by another suitable method according to the contact details provided when submitting the complaint.

Consumer Rights in the Event of Defective Goods

If the goods are defective, the consumer has the right to request that the defect be removed by repair or replacement of the goods. The seller may refuse the chosen method of handling the complaint only if it is impossible or would cause disproportionate costs compared with the other method.

If the defect cannot be removed by repair or replacement, if the seller fails to remove the defect within a reasonable period, if the defect appears repeatedly, or if it is a serious defect, the consumer may have the right to a reasonable price reduction or to withdraw from the purchase contract.

In the event of withdrawal from the purchase contract, the consumer returns the goods to the seller and the seller refunds the consumer the price paid in accordance with applicable legal regulations.

When Liability for Defects Does Not Apply

Liability for defects does not apply in particular to defects caused by improper use, unprofessional installation or intervention, mechanical damage, normal wear and tear, damage caused by water or another liquid, use in an unsuitable environment, improper maintenance or use contrary to the instructions, intended purpose or manufacturer’s recommendations.

Liability for defects also does not apply to damage caused by the use of incompatible accessories, chargers, cables or other devices, if such use was not in accordance with the intended purpose of the product.

Complaints by Buyers Who Are Not Consumers

If the buyer purchases goods as an entrepreneur or legal entity, their rights arising from liability for defects are governed by the relevant provisions of the Commercial Code or by individually agreed terms.

Unless otherwise agreed, the warranty period for purchases made by an entrepreneur is 12 months.

Alternative Resolution of Consumer Disputes

If the consumer is not satisfied with the way the complaint was handled or believes that the seller has violated their rights, the consumer may contact the seller with a request for remedy.

If the seller responds negatively to the request for remedy or does not respond within 30 days from the date it was sent, the consumer has the right to submit a proposal to initiate alternative dispute resolution to the competent alternative dispute resolution body.

The competent body for alternative resolution of consumer disputes is in particular the Slovak Trade Inspection or another authorised legal entity registered in the list of alternative dispute resolution bodies maintained by the Ministry of Economy of the Slovak Republic.

Alternative dispute resolution generally does not apply to disputes where the value of the dispute does not exceed EUR 20. The alternative dispute resolution body may require the consumer to pay a fee for initiating the procedure, up to the maximum amount set by law.

Final Provisions

This Complaints Policy applies to purchases made in the Top4Mobile online store, unless special terms for a specific product or service provide otherwise.

This Complaints Policy is effective from 16 June 2026.

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