This Complaints Policy governs the procedure for exercising rights arising from liability for defects in goods purchased from the Seller:
Infinity Energy s.r.o.
Svätopeterská 17, 920 01 Hlohovec, Slovakia
Company ID: 53403398 · Tax ID: 2121362837 · VAT ID: SK2121362837
E-mail:
This Complaints Policy forms an integral part of the Terms & Conditions and is drawn up in accordance with Act No. 40/1964 Coll. (Civil Code) and Act No. 102/2014 Coll. on consumer protection in distance selling.
The goods are covered by the statutory warranty period of 24 months, which begins on the day the customer takes delivery of the goods. The warranty period is extended by the time during which the goods were undergoing complaint proceedings.
If the customer is an entrepreneur acquiring the goods for business purposes, liability for defects is governed by the Commercial Code and the warranty period is 12 months.
File your complaint by e-mail at . Please include:
The Seller will confirm receipt of the complaint by e-mail and advise on the next steps — in many cases the defect can be resolved remotely or by sending a replacement part, without shipping the entire panel.
If the goods need to be sent in, the Seller will provide the address and shipping method. Send the goods complete, clean and safely packed, where possible in the original packaging. Do not send the goods cash on delivery — such a shipment will not be accepted.
The Seller or an authorised employee will decide on the complaint immediately, in complex cases within 3 working days. This period does not include the time reasonably required for expert assessment of the defect.
The complaint, including remedying the defect, will be resolved no later than 30 days from the day it was filed. Failure to meet this deadline is considered a material breach of contract and the customer is entitled to withdraw from the contract or to have the goods replaced with new ones.
The Seller will issue the customer a written confirmation of how the complaint was resolved no later than 30 days from the day it was filed.
If the defect can be remedied, the customer has the right to have it remedied free of charge, properly and in good time. Instead of repair, the Seller may replace the defective goods or a part of them, provided this does not cause serious difficulty to the customer.
If the defect cannot be remedied and prevents proper use of the goods, the customer has the right to have the goods replaced or to withdraw from the contract. The same rights apply where the same defect recurs after two repairs, or where the goods have a greater number of defects.
Where an irremediable defect does not prevent proper use, the customer is entitled to a reasonable discount on the price.
The warranty does not cover defects caused by:
Nor is it considered a defect if the light output of the LEDs declines naturally over time in line with the normal service life of the components, or if individual diodes fail to an extent that does not affect the functioning of the panel.
A complaint is different from the right of withdrawal. A consumer has the right to withdraw from a distance contract within 14 days of receiving the goods without giving a reason — the conditions are set out in the Terms & Conditions.
Refunds are made using the same method by which the payment was received — for card payments back to the customer's card, within 14 days of receiving the withdrawal, but not before the goods have been returned.
If the customer is not satisfied with how the complaint was handled, they may ask the Seller for redress. If the Seller rejects the request or does not respond within 30 days, the consumer may submit a proposal for alternative dispute resolution under Act No. 391/2015 Coll., or use the ODR platform at ec.europa.eu/consumers/odr.
Supervision is carried out by:
Slovak Trade Inspection (SOI)
SOI Inspectorate for the Trnava Region
Pekárska 23, 917 01 Trnava 1, Slovakia
Supervision Department
tel.: +421 33 321 25 27, +421 33 321 25 21
web: www.soi.sk
This Complaints Policy takes effect on the day of its publication and applies to complaints filed after that day. The Seller reserves the right to amend it; the version in force on the day an order is submitted applies to that order.