Complaints Procedure

1.1. This Complaints Procedure is applied by LASERCUT s.r.o., with its registered office at Gogoľova 326/18, 851 01 Bratislava, Slovak Republic, Company ID: 55 033 130, registered in the Commercial Register of the Municipal Court Bratislava III, Section Sro, Insert No. 168380/B, which operates the online ordering platform available at https://lasercut.parts (hereinafter the “Operator”), when handling complaints concerning the Works it produces, the Goods it sells, the Installation it performs and other services it provides. This Complaints Procedure governs the conditions and the procedure for exercising rights arising from liability for defects under the law and the Contract, as well as rights under a guarantee, where the Operator has granted one separately.

1.2. The Complaints Procedure applies in particular to:

a) the Work – a metal part, semi-finished product or other product manufactured according to the Customer’s individual requirements and Technical Documentation, in particular by laser cutting, bending, welding, CNC machining, surface treatment or another agreed technological operation;

b) the Goods – a finished metal product or another movable item sold through the E-shop that is not manufactured according to the Customer’s individual Technical Documentation; and

c) Installation or another supplementary service, where it has been expressly ordered and forms part of the Contract.

1.3. The focus of this Complaints Procedure is on complaints concerning the Work manufactured according to the Customer’s individual Technical Documentation and complaints concerning finished Goods sold through the E-shop. Special provisions on Installation or other performance carried out on site apply only where such a service has been expressly ordered and forms part of the particular Contract.

1.4. This Complaints Procedure forms an integral part of the GTC. Capitalised terms not separately defined in this Complaints Procedure have the meaning given to them in the GTC.

1.5. Where the Customer is a Consumer, the legal relationship is governed in particular by Act No. 40/1964 Coll., the Civil Code, as amended, and by Act No. 108/2024 Coll. on consumer protection and on amendments to certain acts. The Consumer’s statutory rights may be neither excluded nor limited by this Complaints Procedure.

1.6. Where the Customer is an Entrepreneur, the rights and obligations arising from liability for defects are governed in particular by Act No. 513/1991 Coll., the Commercial Code, as amended, the relevant Contract, the GTC and this Complaints Procedure.

1.7. Where a Contract for Work for the production of a movable item to order is a consumer contract, then pursuant to Section 648 of the Civil Code it is subject to the rules on consumer purchase contracts under Sections 613 to 626 of the Civil Code.

2.1. The scope of the Operator’s liability for defects is determined by the nature of the performance ordered:

a) for the Work, the Operator is liable for the proper execution of the ordered production or technological operations and for the Work conforming, on handover, to the Contract for Work, the Technical Documentation, the Technical Specification, the agreed tolerances, the selected material and other expressly agreed parameters;

b) for the Goods, the Operator is liable for the Goods conforming, on Delivery, to the Purchase Contract, their description, type, quantity, quality, functionality, safety and other agreed or legally required properties; and

c) for Installation or another supplementary service, the Operator is liable for its performance within the agreed scope and in a proper, professional manner.

2.2. For a Work manufactured according to the Customer’s Technical Documentation, the subject matter of the Operator’s obligation is the performance of the expressly agreed production or technological operations. Unless expressly agreed otherwise, the Operator provides no design or engineering solution and does not assess the correctness of technical calculations, the functionality of the Work, its compatibility with other elements, or the suitability of the material or Work selected by the Customer for the purpose intended by the Customer. The Customer is responsible for the correctness of those inputs and decisions.

2.3. The Operator is not liable for a defect or malfunction of the Work to the extent that it was caused by incorrect, incomplete or ambiguous Technical Documentation, an unsuitable design solution, technical calculation, instruction or material selected or supplied by the Customer, where their unsuitability could not have been detected even with due professional care, or where the Operator duly warned the Customer of it and the Customer insisted on their use. This is without prejudice to the Operator’s liability for a manufacturing error, for using a material other than the agreed one, for a deviation from the Technical Specification, or for failing to warn of the manifest unsuitability of the inputs, instructions or material.

2.4. For the Work, the existence of a defect is assessed primarily by comparing the Work actually delivered with the content of the Contract for Work, the Technical Documentation, the Technical Specification of the relevant Order and the expressly agreed production or technological operations. Depending on the nature of the Order, the following are assessed in particular:

a) the geometry, shape and number of pieces of the Work;

b) the dimensions, scale and expressly designated critical dimensions;

c) the agreed manufacturing tolerances;

d) the type, grade and thickness of the material, where specified in the Order or the Technical Specification;

e) the quality and result of the laser cut, including the execution of holes, cut-outs, contours, marking or engraving, where ordered;

f) the result of bending, welding, CNC machining, drilling, grinding, surface treatment or another ordered technological operation;

g) the mutual conformity of individual pieces in repeated or series production, within the agreed tolerances; and

h) other properties of the Work expressly agreed in the Contract, the Technical Documentation or the Technical Specification.

2.5. Where the Technical Documentation does not specify manufacturing tolerances, the tolerances under the relevant technical standard stated in the Contract or the Technical Specification apply. Where no such standard has been designated, the tolerances customary for the given material, manufacturing technology and type of Work apply.

2.6. A deviation, technological trace or natural property of the material that does not exceed the agreed tolerances and corresponds to the nature of the material used and the manufacturing technology ordered is not deemed a defect. In laser cutting in particular, the properties of the cut edge, the heat-affected zone, burrs or colour changes are assessed having regard to the type and thickness of the material, the technology used and the expressly agreed requirements for the result. This is without prejudice to the Consumer’s mandatory rights or to the Operator’s liability for the Work not conforming to the Contract.

2.7. The Operator inspects the Work to an extent corresponding to the agreed production operations, the Technical Specification and customary manufacturing practice. Special measurement, testing, reporting, certification or inspection under a specific technical standard is carried out only where such a service has been ordered and the Operator has expressly confirmed it.

3.1. The Operator is not liable for a defect to the extent that it was caused in particular by:

a) incorrect, incomplete or ambiguous Technical Documentation, erroneous dimensions, scale, units, tolerances or other data provided by the Customer;

b) an unsuitable design solution, technical calculation or material selected or supplied by the Customer, where the Operator has complied with its duty to warn of manifest unsuitability that it detected or must have detected with due professional care;

c) compliance with an unsuitable instruction of the Customer, where the Operator duly warned of its unsuitability and the Customer insisted on its being followed, or where the unsuitability of the instruction could not have been detected with due professional care;

d) incorrect use, storage, transport, further processing, assembly, installation, maintenance or repair carried out by the Customer or a third party;

e) unauthorised interference, modification or mechanical damage after the risk of damage has passed to the Customer;

f) ordinary wear and tear proportionate to the nature and manner of use of the Work or the Goods;

g) use of the Work or the Goods contrary to their purpose, the Technical Documentation, the instructions for use or the safety instructions; or

h) another circumstance for which the Operator is not liable under generally binding legal regulations.

3.2. The Technical Review serves to verify the technological feasibility of manufacturing the Work. Unless expressly agreed otherwise, it does not include a check of the correctness of the design solution, of technical calculations, of the functionality of the Work, of its compatibility with other elements, or of the suitability of the Work or the selected material for the purpose intended by the Customer.

3.3. Where the Customer has approved a Sample Piece, the assessment of a complaint takes into account the properties that were apparent on the sample and that the Customer expressly accepted. This is without prejudice to the Consumer’s rights arising from liability for hidden defects or for defects that could not have been detected on a reasonable inspection of the sample.

3.4. The provisions of this Article apply in relation to a Consumer only to the extent permitted by the mandatory provisions of consumer protection legislation.

4.1. The Customer may make a complaint in particular:

a) through the Platform or the contact form, where that function is available;

b) by electronic mail to the Operator’s contact e-mail address published on the Platform;

c) in writing to the address of the Operator’s registered office;

d) in person at the Operator’s establishment, where accepting the complaint is possible given the nature of the performance complained of; or

e) in another demonstrable manner that makes it possible to establish the content of the complaint and to identify the Customer and the performance complained of.

4.2. The Customer may also use the “Complaint Report” form to make a complaint; it is available for download at https://lasercut.parts. Use of the Complaint Report is voluntary and is not a condition for duly making a complaint.

4.3. A complaint will also be assessed where the Customer makes it in a manner other than those set out in points 4.1. and 4.2. of this Complaints Procedure, provided that its content makes it possible to determine the performance to which the complaint relates and the defect complained of.

4.4. It is recommended that the complaint state in particular:

a) the Customer’s name and surname or business name and contact details;

b) the number of the Order, invoice, Delivery Note or another detail making it possible to identify the Contract;

c) identification of the Work, Goods or service complained of;

d) the date of Delivery or takeover;

e) a precise and comprehensible description of the defect and of the circumstances in which it manifests itself;

f) for the Work, where possible, identification of the DXF file, drawing, position or piece concerned, the measured deviation where the complaint concerns a dimension or tolerance, and identification of the specific technological operation to which the complaint relates;

g) where possible, photographs, video recordings, a measurement report or other documentation that may facilitate assessment of the defect; and

h) the right arising from liability for defects that the Customer is exercising, where the applicable legislation allows the Customer to choose it.

4.5. Not using the Complaint Report, not submitting proof of purchase or not providing the recommended documentation does not in itself prevent a complaint from being duly made, provided that the existence of the Contract and the performance complained of can be proven or reliably identified in another way.

4.6. Where the Customer is a Consumer, they may notify a defect at any of the Operator’s establishments, with another person of whom the Operator has duly informed them, or by means of distance communication at the address of the registered office or, as the case may be, at another address notified to the Consumer. Where the Operator refuses to accept a postal consignment by which the Consumer notified a defect, the consignment is deemed delivered on the day of the refusal.

5.1. The Customer is obliged to provide the Operator with the reasonable cooperation needed to examine the notified defect and to determine its cause.

5.2. Depending on the nature of the performance complained of, it may be necessary in particular to deliver the Work or the Goods to the Operator, to allow their inspection, to provide the relevant Technical Documentation, photographs, video recordings or measurements, or to allow an expert assessment, a check measurement or a reasonable functional test to be carried out, where relevant given the nature of the performance.

5.3. When making a complaint about the Work, the Customer is advised to keep the pieces complained of in a condition allowing the defect to be assessed objectively and, without prior agreement with the Operator, not to further modify, repair or process them where doing so could frustrate or substantially impede the assessment of the complaint. This provision does not limit the Customer’s duty to take reasonable measures to prevent damage from arising or increasing.

5.4. Where the Customer is a Consumer and the Operator is liable for the defect, the defect is remedied free of charge, at the Operator’s expense and without causing serious difficulties to the Consumer, to the extent laid down by law.

6.1. The Operator is liable to the Consumer for a defect that the item sold had at the time of Delivery and that becomes apparent within two years of Delivery, unless the law provides for a longer period. For a consumer Contract for the production of a movable item to order, the rules on consumer purchase contracts under Sections 613 to 626 of the Civil Code apply pursuant to Section 648 of the Civil Code.

6.2. After a defect is first remedied by repair, the period of liability for defects is extended by 12 months, to the extent and under the conditions laid down by the Civil Code. This extension applies once only, irrespective of the number of further repairs.

6.3. The Consumer may exercise rights arising from liability for defects only if they notify the defect within two months of discovering it, and at the latest by the expiry of the relevant statutory period of liability for defects.

6.4. Where the Operator is liable for the defect, the Consumer has the right to choose between remedy by repair or by replacement, unless the chosen method is impossible or would, compared with the other method, cause the Operator disproportionate costs having regard to all the circumstances.

6.5. Before remedying the defect, the Operator informs the Consumer of their right to choose between repair and replacement and of the extension of the period of liability for defects after a defect is first remedied by repair, where that extension applies by law.

6.6. The Operator may refuse to remedy a defect where neither repair nor replacement is possible or where, having regard to all the circumstances, they would require disproportionate costs.

6.7. The Operator remedies the defect within a reasonable period after it is notified by the Consumer, free of charge, at its own expense and without causing serious difficulties to the Consumer. The period notified may not be longer than 30 days from the day the defect is notified, unless a longer period is justified by an objective reason beyond the Operator’s control; the burden of proving the existence of such an objective reason lies with the Operator. Where the Operator does not remedy the defect by repair or replacement, or refuses to remedy the defect under point 6.6., the Consumer has, under the conditions laid down in Section 624 of the Civil Code, the right to a proportionate price reduction or the right to withdraw from the Contract.

6.8. The Consumer has the right to a proportionate price reduction or may withdraw from the Contract in particular where:

a) the Operator has not remedied the defect by repair or replacement in accordance with the law;

b) the Operator has refused to remedy the defect;

c) the same defect becomes apparent despite repair or replacement;

d) the defect is of such a serious nature that it justifies an immediate price reduction or withdrawal from the Contract; or

e) the Operator has declared, or it is clear from the circumstances, that it will not remedy the defect within a reasonable period or without causing serious difficulties to the Consumer.

6.9. The price reduction must be proportionate to the difference between the value of the defective performance and the value the performance would have without the defect.

6.10. The Consumer may not withdraw from the Contract on account of a defect where the defect is negligible. The allocation of the burden of proof and the other conditions of withdrawal are governed by the relevant provisions of the Civil Code.

6.11. Where the Consumer lawfully withdraws from the Contract on account of a defect, the mutual return of performance takes place in the manner and within the periods laid down by the Civil Code.

7.1. The Entrepreneur is obliged to inspect the Work or the Goods, or to arrange for their inspection, as soon as possible after handover or Delivery, having regard to the nature of the performance and the manner of its use.

7.2. The Entrepreneur is obliged to notify the Operator of a detected defect without undue delay after discovering it or after being able to discover it with due professional care, within the periods laid down by the Commercial Code or, as the case may be, within the agreed guarantee period where a guarantee of quality has been granted.

7.3. For the Work, the existence of a defect is assessed in particular against the Contract for Work, the Technical Documentation, the Technical Specification, the agreed tolerances, the type and properties of the material and the agreed production or technological operations.

7.4. The Entrepreneur’s rights arising from defects of the Work or the Goods are determined under the relevant provisions of the Commercial Code, having regard in particular to the nature of the defect and to whether the defect constitutes a material or a non-material breach of the Contract.

7.5. Depending on the nature of the defect and on the statutory conditions being met, the Entrepreneur may in particular demand remedy of the defect, delivery of the missing performance, a proportionate price reduction or withdrawal from the Contract, where the statutory conditions are met.

7.6. Where the Work is such that, given its individual nature, replacement or substitute production is not reasonably possible, another legal remedy corresponding to the nature of the defect and to the relevant provisions of the Commercial Code is chosen.

8.1. This Article applies only where Installation, installation works, assembly, mounting, set-up, trial run, commissioning of the Goods or other agreed performance carried out by the Operator on site was expressly ordered as part of the particular Contract. The mere fact that the Goods are intended for assembly, incorporation or use together with other equipment does not mean that Installation forms part of the Contract.

8.2. When making a complaint under this Article, it is recommended, depending on the nature of the performance, to state the identification of the Goods or product, the Order number, the place where the Installation was carried out, a description of the shortcoming complained of and, where the Goods have been assigned a special identifier or serial number and it is relevant for the assessment, that detail as well.

8.3. Where a Handover and Commissioning Protocol or another handover or installation protocol has been drawn up in connection with the particular Contract, its content is also taken into account when assessing a complaint. Signing the protocol without reservations does not constitute a waiver of the Customer’s rights arising from liability for hidden defects or for defects that could not reasonably have been detected on handover.

8.4. Where the Installation or other performance under point 8.1 was carried out by the Operator or by a person acting under its responsibility, the Operator is liable for its proper execution within the scope agreed in the Contract. In relation to a Consumer, incorrect Installation is deemed a defect of the Goods in the cases and to the extent laid down by the Civil Code.

8.5. Where continued use of the Goods complained of or of the result of the Installation could lead to the defect increasing, to damage arising or to a safety risk, the Customer is obliged to take reasonable measures to prevent damage from arising or increasing and to inform the Operator without undue delay.

8.6. Where the nature, dimensions, weight or manner of incorporation of the Goods objectively make their delivery to the Operator substantially more difficult, the complaint may, by agreement with the Customer, be examined by an inspection at the place where the Goods are located. This provision does not establish a general obligation for the Operator to carry out a service intervention or an on-site inspection where no such obligation arises from the Contract or from the law.

9.1. On taking over the Work or the Goods, the Customer is advised to check in particular that the packaging is intact, the number of packages and any apparent damage to the consignment.

9.2. Where the Customer finds damage to the consignment or the packaging, it is recommended to record a reservation in the transport document or the Delivery Note, to take photographic documentation and to inform the Operator without undue delay.

9.3. Where the Customer is a Consumer, failure to carry out the check on takeover, failure to record a reservation with the carrier and failure to sign a damage report do not in themselves extinguish or limit their statutory rights against the Operator.

10.1. The Operator registers and examines the complaint without undue delay. Where necessary, it may invite the Customer to reasonably supplement the information or to provide the cooperation needed for an objective assessment of the defect.

10.2. The Operator provides the Consumer with written confirmation of the notification of the defect immediately after the defect is notified. In the confirmation it states the period within which it will remedy the defect. That period may not be longer than 30 days from the day the defect is notified, unless a longer period is justified by an objective reason beyond the Operator’s control.

10.3. The Operator is entitled to examine the performance complained of, to carry out a reasonable check measurement, expert assessment or functional test where relevant, and, for the Work, to compare the actual execution in particular with the Technical Documentation, the Technical Specification and the agreed tolerances of the relevant Order.

10.4. The Operator informs the Customer of the outcome of the complaint in a demonstrable manner, in particular by electronic mail, through the Platform or in writing.

10.5. Depending on the nature of the case and on the Customer’s legal status, a complaint may be settled in particular by:

a) remedying the defect by repair;

b) replacement, where replacement is possible and would not, compared with another method of remedying the defect, require disproportionate costs having regard to all the circumstances;

c) new production or delivery of the missing part of the performance, where this follows from the law or from an agreement of the Contracting Parties;

d) a proportionate price reduction;

e) refund of the price after lawful withdrawal from the Contract;

f) another manner permitted by law and agreed with the Customer; or

g) a reasoned rejection of liability for the defect.

10.6. Where the Operator rejects liability for a Consumer’s defect, it notifies the Consumer of the reasons for the rejection in writing. This is without prejudice to the Consumer’s right to prove the Operator’s liability by an expert opinion or a professional statement issued by an accredited person, to the extent laid down by law, and to notify the defect again.

11.1. The Operator’s statutory liability for defects is not identical to a guarantee of quality or to a consumer guarantee.

11.2. The Operator provides a guarantee going beyond statutory liability for defects only where it has expressly granted one in a guarantee certificate, an Order Acceptance, a description of the Goods or another document stating its conditions, scope and duration.

11.3. Where a consumer guarantee has been granted to the Consumer, that guarantee does not affect their statutory rights arising from the Operator’s liability for defects.

12.1. Where a Consumer’s complaint is justified, the costs associated with remedying the defect are borne by the Operator, to the extent laid down by the applicable legislation.

12.2. The Consumer has the right to reimbursement of the costs reasonably incurred in exercising rights arising from liability for defects, to the extent and under the conditions laid down by the Civil Code.

12.3. In relation to an Entrepreneur, the costs associated with a complaint and with exercising rights arising from defects are assessed under the relevant Contract, the GTC and the Commercial Code.

13.1. Where the Consumer is not satisfied with the way the Operator settled their complaint, or believes that the Operator has infringed their rights, they have the right to apply to the Operator for redress.

13.2. Where the Operator replies to the request for redress in the negative or does not reply to it within 30 days of its delivery, the Consumer has the right to file a proposal to commence alternative resolution of a consumer dispute under Act No. 391/2015 Coll. on alternative resolution of consumer disputes, as amended.

13.3. The competent entity for alternative resolution of consumer disputes is in particular the Slovak Trade Inspection, Central Inspectorate, Department of International Relations and Alternative Consumer Dispute Resolution, Bajkalská 21/A, P. O. BOX 29, 827 99 Bratislava 27, e-mail: [email protected] or [email protected].

13.4. The Consumer may also apply to another authorised alternative dispute resolution entity entered in the current list maintained by the Ministry of Economy of the Slovak Republic, where that entity is competent to resolve the dispute in question.

13.5. A Customer who acts as an Entrepreneur in concluding and performing the Contract does not have the right to file a proposal for alternative resolution of a consumer dispute under this Article.

14.1. The Operator processes personal data provided in connection with a complaint to the extent necessary in particular for accepting, registering, assessing and settling the complaint, communicating with the Customer, complying with statutory obligations and protecting legal claims.

14.2. Detailed information on the processing of personal data is set out in the Privacy Policy published on the Platform.

15.1. This Complaints Procedure is interpreted and applied together with the Operator’s GTC.

15.2. Where any provision of this Complaints Procedure conflicts with a mandatory provision of consumer protection legislation, the relevant statutory provision applies.

15.3. The Operator is entitled to amend or supplement this Complaints Procedure, in particular because of changes in legislation, in the performance provided or in the technical solution of the Platform. It will publish the new wording on the Platform at least 15 days before it takes effect, unless a generally binding legal regulation lays down a different period. The change does not apply retroactively to the Customer’s detriment to rights arising from a Contract concluded before the new wording took effect, unless a generally binding legal regulation provides otherwise.

15.4. The current wording of the Complaints Procedure is published at https://lasercut.parts in a manner allowing it to be stored and reproduced.

15.5. The “Complaint Report” form is available for download at https://lasercut.parts. Its use is voluntary and does not limit the Customer’s right to make a complaint in another manner under Article IV of this Complaints Procedure.

15.6. This Complaints Procedure takes effect on 6 September 2026.