Complaints and Liability for Defects
If a defect occurs in the delivered goods or the provided service, we will handle it quickly and transparently. Below is a simple guide on how to report a defect and what you can expect.
How to report a complaint (notification of a defect)
You can submit a complaint using any of the following methods:
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E-mail: info@ecoauto.sk
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Phone: +421 911 010 761
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By post / in person: Eco Auto s.r.o., Nová Ves 86, 962 12 Detva, Slovakia
We recommend submitting your complaint by e-mail—it’s the fastest way.
What to include in your complaint
To help us resolve your complaint as quickly as possible, please include:
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your first and last name / company name, and contact details (phone, e-mail)
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invoice or contract number (if available) and delivery date
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a description of the defect (how it appears and when it occurred)
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photos or a video (if helpful)
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your preferred way of resolution (repair / replacement / other—where relevant)
How the complaint process works
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We will confirm receipt of your complaint (typically by e-mail).
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We will agree on the next steps—e.g., inspection, diagnostics, a service visit, or return/hand-over of the goods.
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We will propose a solution based on the nature of the defect and the legal options available (repair, replacement, discount, or withdrawal from the contract where the conditions are met).
Timeframe for handling
We aim to remedy the defect within a reasonable timeframe, typically no later than 30 days from the date it is reported. For technically complex cases or objective reasons (e.g., spare-part delivery times), we will keep you informed throughout the process.
Costs related to the complaint
If the complaint is justified, we bear the reasonable costs associated with submitting and handling it, to the extent required by law. If it turns out that the issue is not a defect (e.g., damage caused by improper use), we will agree with you in advance on the next steps.
Consumer vs. business customer
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Consumer (B2C): complaints are handled under the consumer liability-for-defects regime.
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Business customer (B2B): the process and time limits are governed primarily by the contract and the relevant provisions of the Commercial Code.
Alternative dispute resolution (ADR)
If you are a consumer and are not satisfied with the way your complaint has been handled, you may contact an alternative dispute resolution body, for example:
Slovak Trade Inspection (SOI)
Bajkalská 21/A, P. O. BOX 29, 827 99 Bratislava, Slovakia
More information and contacts: www.soi.sk
Documents
Further details are set out in our General Terms and Conditions, published at www.ecoauto.sk.