Complaints Procedure of the e-digiroot.net online shop
This is a translation. The Slovak version is legally binding.
Effective from 2 October 2026
1. Introduction
This Complaints Procedure sets out how to exercise rights arising from liability for defects of goods purchased in the e-digiroot.net online shop from the seller e – digiroot, s. r. o., Winterova 1733/17, 921 01 Piešťany, Slovakia, Company ID (IČO): 44008872. For consumers it is governed by the Slovak Civil Code and Act No. 108/2024 Coll. on consumer protection, for businesses by the Slovak Commercial Code.
2. Liability for defects
- The seller is liable for defects that the goods have on receipt and for defects that appear within 24 months of receipt (for used goods within an agreed shorter period of at least 12 months).
- If the manufacturer provides a longer warranty (e.g. in a warranty card), this warranty also applies.
- The seller is not liable for defects caused by normal wear and tear, incorrect installation, use contrary to the instructions, mechanical damage, overvoltage, water ingress or unprofessional intervention (unless the installation was carried out by the seller).
3. How to make a complaint
- Make the complaint without undue delay after discovering the defect by e-mail to shop@e-digiroot.net or via My account. State the order number, a description of the defect and how it shows, ideally with a photo. We are also happy to help with questions at contacts@e-digiroot.net.
- We will send you a confirmation that the complaint has been received. Send the goods to the seller’s registered office: e – digiroot, s. r. o., Winterova 1733/17, 921 01 Piešťany, Slovak Republic. Pack the goods so that they are not damaged in transit. A receipt is not required; the order number is sufficient.
- For cameras, recorders and network devices we may first offer remote diagnostics – often the cause is a setting, not a defect of the goods. This does not affect your rights arising from defects.
4. Consumer rights in case of a defect
- The consumer may choose repair or replacement of the goods, unless the chosen remedy is impossible or disproportionately costly.
- If neither repair nor replacement is possible, the seller refuses it, the defect recurs, is serious, or the seller does not remedy it within a reasonable time, the consumer is entitled to a reasonable price reduction or to withdraw from the contract (refund). Withdrawal is not possible for a minor defect.
- The costs of remedying the defect, including transport, are borne by the seller.
5. Handling of the complaint
- We will handle the complaint without undue delay, within 30 days of its submission at the latest, unless we agree a longer period with the consumer.
- We will inform you of the outcome by e-mail and issue a confirmation of how and when the complaint was settled.
- If we reject the complaint, we will state the reason and tell you to whom you can send the goods for an expert assessment. We will reimburse the cost of an expert assessment that confirms our liability.
- In the case of repair, the liability period is extended by the time during which the goods could not be used. When goods are replaced, a new period starts for the replacement.
6. Services (remote IT service)
Complaints about services (e.g. incorrectly deducted session time, unresolved request) can be made by e-mail to support@e-digiroot.net or in My account → Remote support. We handle them within 30 days; if the complaint is justified, we refund the credit or the corresponding part of the price. Details are in the Terms of the Remote IT Service.
7. Dispute resolution
If you are not satisfied with how your complaint was handled, you can ask us for redress at shop@e-digiroot.net. If we reject your request or do not reply within 30 days, you may file a proposal for alternative dispute resolution (Slovak Trade Inspection, www.soi.sk, or another body on the list of the Ministry of Economy of the Slovak Republic). Supervision is carried out by the SOI Inspectorate for the Trnava Region, Pekárska 23, 917 01 Trnava.
8. Businesses
For purchases by businesses, rights arising from defects are governed by the Slovak Commercial Code. Defects must be reported without undue delay after discovery; the remedy is agreed individually (usually repair or replacement).