Complaints Procedure

1. Introductory Provisions

This Complaints Procedure governs the process for exercising rights arising from defects in goods sold through the online store dtfslovakink.com and sets out the rules for handling complaints in accordance with the applicable legislation of the Slovak Republic, particularly Act No. 108/2024 Coll. on Consumer Protection and the relevant provisions of the Civil Code.

The seller is:

Business name: Alibition s.r.o.
Registered office: Pražáková 1008/69, Štýřice, 639 00 Brno, Czech Republic
Correspondence address / address for complaints: Alibition s.r.o., SNP 21, 066 01 Humenné
Company ID: 098 96 104
Email: info@dtfslovakink.com
Phone: +421944426927

This Complaints Procedure forms an integral part of the seller’s General Terms and Conditions.

2. Definitions of Basic Terms

For the purposes of this Complaints Procedure:

Seller means the person who sells goods through the online store dtfslovakink.com as part of their business activities.

Buyer means a natural or legal person who has concluded a purchase contract with the seller.

Consumer means a natural person who, when concluding and performing a consumer contract, does not act within the scope of their business activity, profession or self-employment.

Business customer means a buyer who acts within the scope of their business activity, profession or self-employment when making a purchase, particularly a buyer purchasing under a company registration number.

Complaint means the exercise of rights arising from liability for defects in the goods.

Defect in the goods means that the goods do not conform to the purchase contract, do not possess the agreed, customary or legally expected properties, or have not been delivered in the quality, quantity or form specified in the contract.

3. Scope of the Complaints Procedure

This Complaints Procedure applies to complaints concerning goods purchased through the online store dtfslovakink.com.

This Complaints Procedure applies in particular to:

  • DTF inks,
  • test kits,
  • cleaning solutions,
  • and other goods offered by the seller, unless otherwise stated for a particular product.

This Complaints Procedure does not apply to:

  • normal wear and tear caused by the ordinary use of the goods,
  • defects caused by incorrect use, storage or handling after receipt of the goods,
  • defects caused by intervention by the buyer or a third party,
  • defects caused by using the goods contrary to the technical data sheet, Safety Data Sheet, instructions or recommended method of use.

4. Liability for Defects in Consumer Contracts

The seller is liable to the consumer for any defect present in the goods at the time of delivery that becomes apparent within 2 years from the delivery of the goods, unless otherwise provided by specific legislation or the nature of the goods. If a defect becomes apparent within 1 year from delivery, it is presumed to have existed at the time of delivery unless the seller proves otherwise or unless such a presumption is incompatible with the nature of the goods or the defect.

If the goods are defective, the consumer has the right in particular to:

  • have the defect remedied by repair or replacement,
  • receive an appropriate reduction in the purchase price,
  • withdraw from the contract under the conditions prescribed by law.

Complaints are handled according to the nature of the defect, whether it can be remedied and the consumer’s statutory rights. The terms of any commercial or voluntary warranty provided must never reduce the consumer’s statutory rights.

5. Special Provisions for Business Purchases

If the buyer purchases goods as a business customer, meaning in connection with their business activity, profession or self-employment, the provisions of this Complaints Procedure that expressly protect consumers under consumer protection legislation do not apply.

The rights and obligations concerning complaints about goods purchased by a business customer are governed by:

  • the purchase contract,
  • the General Terms and Conditions,
  • the content of the order confirmation, invoice or individual agreement,
  • and the applicable generally binding legislation.

If the seller provides a business customer with a special contractual warranty, a specific complaint period or other agreed terms, the conditions stated in the relevant contract, invoice, order confirmation or General Terms and Conditions shall apply.

6. Where and How to Submit a Complaint

The buyer may submit a complaint:

  • in writing by post to the complaints address,
  • by email to info@dtfslovakink.com,
  • or by another method expressly permitted by the seller.

Recommended procedure for submitting a complaint:

  1. provide the order or invoice number,
  2. identify the goods concerned,
  3. describe the alleged defect as precisely as possible,
  4. state when and how the defect became apparent,
  5. attach photographs or a video where the nature of the defect allows,
  6. provide the buyer’s contact details for communication concerning the complaint.

The seller recommends attaching proof of purchase. This does not affect the buyer’s right to demonstrate the conclusion of the purchase contract by another method.

Where necessary for the proper assessment of the defect, the seller may ask the buyer to deliver the goods concerned, or a part of them, or to provide the cooperation necessary to assess the complaint.

7. Confirmation of Submission of a Complaint

When a complaint is submitted, the seller will issue or send the buyer confirmation of its submission containing:

  • the date on which the complaint was submitted,
  • identification of the goods concerned,
  • a brief description of the alleged defect,
  • the method by which the complaint will be handled, where this can be determined at that time,
  • the seller’s contact details.

Once the complaint has been resolved, the seller will issue or send the buyer written confirmation of its resolution.

8. Time Limit for Resolving a Complaint

The seller will resolve the complaint as quickly as possible, but no later than within the period prescribed by applicable legislation. Under the current Slovak legislation, resolving a complaint must generally not take longer than 30 days from the date on which it was submitted. This period may only be exceeded in exceptional, individual and objectively justified circumstances, and the consumer must be informed in writing of the reasons and the extended deadline.

If the seller fails to resolve the complaint within the statutory period, the consumer has the same rights as in the case of a defect that cannot be remedied and may, in particular, request replacement of the goods or withdraw from the contract where the statutory conditions are met.

A complaint is considered resolved in particular by:

  • handing over the repaired goods,
  • replacing the goods,
  • refunding the purchase price,
  • providing an appropriate price reduction,
  • issuing a written request to collect the goods or other performance,
  • or rejecting the complaint with justification.

9. Methods of Resolving a Complaint

The seller will resolve the complaint using one of the following methods:

  • remedying the defect by repair,
  • replacing the goods with a new item,
  • replacing the defective part of the goods where appropriate and possible,
  • providing an appropriate reduction in the purchase price,
  • refunding the purchase price,
  • rejecting the complaint with justification.

For consumer contracts, the method used to resolve a complaint is governed by law, the nature of the alleged defect, the proportionality of the remedy and the consumer’s rights. The consumer is primarily entitled to request repair or replacement, unless the selected remedy is impossible or disproportionately costly in view of all the circumstances. If neither repair nor replacement is possible, or if they have not been carried out within a reasonable period and without significant inconvenience to the consumer, the consumer may request an appropriate price reduction or withdraw from the contract under the conditions prescribed by law.

10. Circumstances in Which a Complaint May Be Rejected

A complaint will not be accepted where it is established that the defect was not caused by a breach of the seller’s obligations but resulted in particular from:

  • incorrect or unqualified use of the goods,
  • use contrary to the instructions, technical data sheet or Safety Data Sheet,
  • incorrect storage,
  • exposure to unsuitable temperatures, humidity, frost, overheating or direct sunlight,
  • contamination of the product after delivery,
  • mixing with other products, substances or inks not recommended by the seller,
  • use in equipment that was not technically suitable or properly maintained,
  • neglected maintenance of the printing system,
  • mechanical damage,
  • alteration of the packaging, contents or properties of the product after receipt,
  • use after the recommended shelf life has expired or failure to comply with the recommended storage conditions.

For products such as DTF ink, cleaning solutions or other technological consumables, the seller expressly points out that the result also depends on:

  • the condition and settings of the printer,
  • the cleanliness of the system,
  • printhead compatibility,
  • the environment and temperature conditions,
  • correct mixing and handling before use,
  • and the buyer’s overall technological process.

A difference in the final result caused by the buyer’s incorrect technological process, equipment incompatibility, neglected maintenance or use contrary to the seller’s recommendations is not considered a defect in the goods.

11. Special Provisions for DTF Inks, Test Kits and Chemical Products

The buyer acknowledges that DTF inks, test kits, cleaning solutions and similar products are technological products intended for professional use or use by properly instructed persons.

For such products, the following in particular are not considered defects:

  • the ordinary need to mix the product before use where this corresponds to the nature of the product,
  • a natural change in properties caused by unsuitable storage after delivery,
  • reduced output quality caused by contamination or clogging of the printer or printheads,
  • incompatibility caused by an incorrect transition between different brands or types of ink,
  • output defects caused by an incorrect RIP profile, incorrect print settings, unsuitable media, incorrect powder, curing or an unsuitable technological process,
  • damage caused by incorrect dosing, dilution or modification of the product formulation.

The buyer is required to follow the seller’s technical recommendations and the documentation supplied with the product.

12. Buyer Cooperation During the Complaint Process

The buyer is required to provide the seller with the cooperation necessary to assess the complaint, in particular to:

  • describe the alleged defect truthfully and completely,
  • allow the goods and the purchase to be identified,
  • provide the requested documents, photographs, videos or test results where relevant,
  • deliver the goods concerned or a sample where necessary to assess the complaint,
  • refrain from further use of the goods where this could worsen the defect or prevent its proper assessment.

If the buyer fails to provide the necessary cooperation within a reasonable additional period, the seller may assess the complaint on the basis of the available information.

13. Returning Goods as Part of a Complaint

Where required by the nature of the complaint, the buyer must deliver the goods concerned to the address specified by the seller. Where possible, the goods must be delivered:

  • appropriately packaged,
  • in a hygienic and safe condition,
  • without unnecessary additional damage,
  • and accompanied by a description of the defect.

The seller is not liable for damage caused by unsuitable packaging when the goods are sent by the buyer.

14. A Complaint and the Right to Withdraw from the Contract Are Not the Same

A complaint concerns a defect in the goods.

The consumer’s right to withdraw from a distance contract without giving a reason is a separate right governed by separate rules and by the seller’s dedicated page or document concerning withdrawal from the contract.

15. Alternative Resolution of Consumer Disputes

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

If the seller rejects the request or fails to respond within 30 days from the date on which it was sent, the consumer may submit a proposal to initiate alternative dispute resolution to the competent alternative dispute resolution entity. One of the competent entities is the Slovak Trade Inspection, Bajkalská 21/A, 827 99 Bratislava 27, email ars@soi.sk or adr@soi.sk, phone +421 (0)2/58 27 21 23. The current list of ADR entities is maintained by the European Commission. The Slovak Trade Inspection also states that the EU ODR platform ceased operating on 20 July 2025, and outdated links to the ODR platform should therefore no longer be used in new documents without being updated.

16. Final Provisions

This Complaints Procedure enters into force on 1 January 2026.

The seller reserves the right to amend or supplement this Complaints Procedure if there is a change in legislation, the business model or technical processes. The Complaints Procedure in force at the time the purchase contract was concluded shall apply to the relevant contractual relationship unless otherwise provided by law.

This Complaints Procedure shall be interpreted and applied in accordance with the applicable legislation of the Slovak Republic, without prejudice to the mandatory provisions of consumer protection legislation.

COMPLAINT FORM.PDF