Home / Claims Policy

Claims Policy

1. General Provisions

This Claims Policy governs the conditions and procedure for exercising the Buyer's rights arising from the Seller's liability for defects in goods purchased through the www.trofion.com online store.

This Claims Policy has been prepared in particular in accordance with Act No. 40/1964 Coll., the Civil Code, as amended, Act No. 108/2024 Coll. on Consumer Protection and on Amendments and Supplements to Certain Acts, and other generally binding legal regulations of the Slovak Republic.

The provisions of this Claims Policy governing specific consumer rights apply to a Buyer who is a Consumer. If the Buyer acts within the scope of their business activity or profession, rights arising from liability for defects shall be governed primarily by the agreement between the contracting parties, the Seller's Terms and Conditions and the relevant provisions of Act No. 513/1991 Coll., the Commercial Code.

The Seller is:

Business name: PROJECT PLUS s.r.o.
Registered in the Commercial Register of the District Court Nitra, Section: Sro, Insert No. 25007/N
Registered office: Svätoplukovo námestie 3/127, 949 01 Nitra
Company ID No.: 44 842 350
Tax ID No.: 2022871103
VAT ID No.: SK2022871103

Correspondence and delivery address: PROJECT PLUS s.r.o., Hlavná 351/42, 966 53 Hronský Beňadik
Telephone: 0902 555 230
E-mail: info@trofion.com
Website: www.trofion.com

The Seller is liable for defects in goods to the extent and under the conditions laid down by applicable legal regulations and the Seller's Terms and Conditions.

2. Seller's Liability for Defects

The Seller is liable to the Consumer for any defect that the sold item has at the time of delivery and that becomes apparent within two years from delivery of the item, unless applicable law provides otherwise in a particular case.

If a defect becomes apparent during the statutory period of liability for defects, it is presumed that the defect already existed at the time of delivery, unless the contrary is proven or unless such a presumption is incompatible with the nature of the item and the defect.

After the first remedy of a defect by repairing the item, the period of liability for defects is extended by 12 months. Such an extension applies only once, regardless of the number of any subsequent repairs.

The Consumer may exercise rights arising from liability for defects only if the Consumer notifies the Seller of the defect within two months of discovering it and no later than before expiry of the statutory period of liability for defects.

3. What May Be Claimed

The Buyer may in particular notify a defect in goods that:

  • do not correspond to the agreed description, type, quantity, quality or other agreed characteristics,
  • do not correspond to the ordered goods or the approved personalisation,
  • are not suitable for the agreed or usual purpose,
  • were delivered damaged,
  • have a manufacturing defect or another defect for which the Seller is liable.

Damage to or deterioration of the goods that occurs only after delivery as a result of improper or unreasonable use, use contrary to the intended purpose or instructions, mechanical damage caused by the Buyer or a third party, or another circumstance for which the Seller is not responsible, shall not be considered a defect.

Normal wear and tear corresponding to the nature of the goods, the manner and intensity of use and the period of use shall also not be considered a defect.

These provisions do not limit the Consumer's statutory rights arising from the Seller's liability for defects.

4. Damage to Goods During Delivery

As the range of the online store also includes fragile goods, such as glasses, trophies, plaques and similar products, the Buyer is advised to check the integrity of the transport packaging and the apparent condition of the shipment upon receipt.

If the packaging or the goods are visibly damaged, the Buyer is advised to document the damage with photographs and, where appropriate, to report the damage to the carrier upon receipt and have a damage report drawn up if the carrier provides such an option.

The Buyer is also advised to notify the Seller of the damage without undue delay.

Failure to have a damage report drawn up by the carrier, failure to report damaged packaging upon receipt or failure to take photographs does not in itself deprive the Buyer of statutory rights arising from the Seller's liability for defects.

Photographs of the damaged goods, transport packaging and shipment label may significantly speed up the assessment of the cause of the damage and the handling of the claim; therefore, the Buyer is advised to provide them if available.

5. Personalised Goods, Printing and Engraving

For goods produced or modified according to the Buyer's individual requirements, in particular goods with printing, engraving, custom text, logo, graphics, photograph, name, date, dedication or other personalisation, the Buyer is responsible for the accuracy of the information and materials supplied to the Seller.

If a graphic, print or production proof is submitted to the Buyer for approval before production, the Buyer is obliged to check in particular the text, names, dates, numbers, spelling, graphic elements and other individual details before approving it.

An error in text, name, date, number, graphics or other information shall not be considered a defect in the goods if the Seller produced the personalisation exactly according to the information or proof supplied or approved by the Buyer.

However, if the personalisation does not correspond to the order, materials or proof approved by the Buyer due to an error on the part of the Seller, the Buyer has the right to make a claim regarding the defect.

The fact that the Consumer's right to withdraw from the contract without giving a reason may be excluded for personalised or custom-made goods does not affect the Consumer's rights arising from liability for defects in such goods.

6. Visual Characteristics and Natural Variations in Materials

For products containing wood, natural materials or materials in which natural production or material variations occur, minor differences in colour, grain, structure or appearance shall not be considered defects if they are a natural characteristic of the particular material or production process and may reasonably be expected by the Buyer for the type of product concerned.

This provision shall not apply if the particular variation means that the goods do not correspond to the agreed description, quality, sample, proof or other characteristics agreed between the Buyer and the Seller.

7. How to Make a Claim

The Buyer may notify the Seller of a defect in particular:

  • by e-mail to info@trofion.com,
  • in writing to PROJECT PLUS s.r.o., Hlavná 351/42, 966 53 Hronský Beňadik,
  • using the Claim Form available on the www.trofion.com website,
  • at any business premises of the Seller, if the Seller operates such premises and applicable law permits notification of a defect at that location.

When making a claim, the Buyer is advised to provide in particular:

  • name and contact details,
  • order number, invoice number or other information enabling the purchase to be identified,
  • identification of the goods concerned,
  • a description of the defect and how the defect manifests itself,
  • the requested remedy or other right being exercised,
  • photographs or a video of the defect, if available to the Buyer and suitable for documenting it.

Presentation of the original packaging is not a condition for exercising rights arising from liability for defects. The Buyer does not have to present an invoice if the purchase can be proven in another credible manner or if the Seller is able to identify it from its records.

If it is necessary to hand over or send the goods to the Seller in order to assess or remedy the defect, the Seller shall provide the Buyer with information on the further procedure.

The address for sending goods subject to a claim is:

TROFION, Hlavná 351/42, 966 53 Hronský Beňadik

unless the Seller specifies another appropriate method or address to the Buyer.

Goods intended for shipment are advised to be appropriately packaged so that they are not further damaged during transport.

8. Confirmation of Notification of a Defect and Time Limit for Remedy

The Seller shall provide the Consumer with written confirmation of the notification of the defect without undue delay after the defect has been reported.

In the confirmation, the Seller shall state the period within which the defect will be remedied, if remedy is possible. The notified period may not exceed 30 days from the date on which the defect was reported, unless a longer period is justified by an objective reason beyond the Seller's control.

Before remedying the defect, the Seller shall inform the Consumer of the right to choose between repair and replacement of the item if the statutory conditions for such a choice are met.

If the Seller denies liability for defects, the Seller shall notify the Consumer in writing of the reasons for the refusal.

If the Consumer subsequently proves the Seller's liability for the defect by means of an expert report or professional opinion issued by an accredited person, the Consumer may notify the defect again under the conditions laid down in the Civil Code.

9. Consumer's Rights Arising from Liability for Defects

If the Seller is liable for a defect, the Consumer has the right to choose to have the defect remedied by repair or replacement of the item.

The Consumer may not choose a method of remedy that is impossible or that, compared with the other method, would impose disproportionate costs on the Seller having regard to all circumstances, in particular the value of the item without the defect, the seriousness of the defect and whether the alternative method would cause significant inconvenience to the Consumer.

The Seller shall remedy the defect by repair or replacement free of charge, at its own expense, within a reasonable period and without causing significant inconvenience to the Consumer.

For the purposes of repair or replacement, the Consumer shall hand over or make the goods available to the Seller in accordance with the Seller's instructions. The costs of taking over the item for the purposes of repair or replacement shall be borne by the Seller to the extent provided by applicable law.

The Seller shall deliver the repaired or replacement goods to the Consumer at its own expense by the same or a similar method by which the Consumer delivered the defective goods, unless the parties agree otherwise.

Under the conditions laid down in the Civil Code, the Consumer has the right to an appropriate reduction in the purchase price or the right to withdraw from the purchase contract, in particular if the Seller has not remedied the defect by repair or replacement, has refused to remedy the defect, the same defect recurs despite repair or replacement, the defect is sufficiently serious, or it is clear from the circumstances that the Seller will not remedy the defect within a reasonable period or without causing significant inconvenience to the Consumer.

The Consumer may not withdraw from the purchase contract due to a defect if the defect is negligible or if the Consumer contributed to its occurrence; the burden of proof shall be borne by the Seller in cases provided for by law.

10. Costs Associated with Claims

If the claim is justified, the Buyer has the right, under the conditions laid down by applicable law, to reimbursement of reasonably incurred costs arising in connection with the notification of the defect and the exercise of rights arising from liability for defects.

The costs of taking over the goods for the purposes of repair or replacement and of delivering the repaired or replacement item shall be borne by the Seller to the extent provided by the Civil Code.

11. Related Documents

This Claims Policy supplements the Terms and Conditions of the www.trofion.com online store.

A Claim Form is also available on the Seller's website, which the Buyer may use to make a claim more easily. Use of the Claim Form is not a condition for exercising statutory rights arising from liability for defects.

Information on the processing of personal data in connection with the handling of claims is provided in the separate document Privacy Policy.

12. Final Provisions

This Claims Policy enters into force on 30 August 2026.

The Seller is entitled to amend or supplement this Claims Policy as appropriate, in particular due to changes in legal regulations or business processes. Claims and rights arising from liability for defects shall be governed by the wording of the legal regulations and terms and conditions applicable to the relevant legal relationship.

The current version of the Claims Policy is available on the www.trofion.com website.

If any provision of this Claims Policy conflicts with a mandatory provision of applicable law, the relevant provision of applicable law shall apply.