Complaints Procedure in Slovakia

In Slovakia, consumer rights protection is regulated by Act No. 250/2007 Z. z., the Civil Code, and additional regulations. Last year, amendments were adopted to strengthen buyers’ rights. If a product turns out to be of poor quality, the customer has the right to file a complaint.

A consumer is entitled to request a resolution if:

• a manufacturing defect is discovered;
• the product does not meet the declared specifications;
• damage occurs that is not the fault of the buyer.

A complaint must be submitted in writing. This can be done by filling out a special form with the seller, sending an application by email, or sending a registered letter.
 

The application must include:

• a description of the defect;
• the customer’s request to the seller (repair, exchange, refund);
• the date of purchase and the date the defect was discovered;
• a receipt or any other document confirming the purchase.

The seller is obliged to register the complaint and issue written confirmation of its acceptance. The maximum processing period is 30 days. If there is no response within this period, the customer may demand an immediate refund or replacement of the product.
 

If the complaint is considered justified, the consumer may request a free repair, an exchange for an equivalent product, a price reduction, or contract termination with a refund. The choice depends on the nature of the defect and the possibility of fixing it.
 

If the seller refuses a refund, the consumer may file a complaint with the Slovak Trade Inspection, request an independent product assessment, or go to court.
 

For online purchases, the customer has 14 days to return the product without giving a reason. However, this rule does not apply to custom-made items, digital content, medical devices, or food products. Knowing your rights helps avoid problems and protect your interests when shopping in Slovakia.
 

If you intend to live in Slovakia and obtain a residence permit here, contact us. Consultation is available by phone: +421951909019 or by email: info@emigrant.help.