Complaints, Returns and Warranty

Statutory consumer rights – We are liable for defects under the Slovak Civil Code for 24 months from receipt. Consumers report a defect within 2 months of discovering it, at the latest within 24 months of delivery. These rights cannot be limited by a commercial warranty.

Voluntary commercial warranty – machines and accessories: 24 months from receipt, also for business customers (except goods with a separately stated warranty); CO₂ laser tubes: separate 6-month warranty (does not shorten the statutory 24 months for consumers). Business customers report obvious defects within 3 days of receipt. Details: Article 7 of the Terms.

On receipt – check the parcel in the presence of the carrier. Record damaged packaging or missing items in the carrier's protocol and notify us immediately at +421 908 537 454 or info@monorlaser.com.

How to make a complaint

E-mail info@monorlaser.com (or use the complaint form – Annex 1 to the Terms). State the order number, a description of the defect, photos and the requested remedy (repair, replacement, price reduction, withdrawal).
We will confirm receipt and agree the next steps with you. Send goods to our complaints address: ECOMP Slovakia, s.r.o., Košťany nad Turcom 508, 038 41 Košťany nad Turcom, Slovakia (not the registered office at No. 124).
We will handle the complaint within 30 days.

Machine complaints – please contact our technical support first (info@monorlaser.com, +421 908 537 454). Depending on the problem, we resolve the defect by remote assistance, a replacement part, on-site service or individually arranged transport of the machine. Your statutory rights are not restricted; consumers are not charged any costs of remedying the defect, including transport, that we bear by law.

Returns within 14 days (consumers only)

As a consumer you can withdraw from the contract without giving a reason within 14 days of receiving the goods. Just send us an unequivocal statement (e.g. an e-mail or the form in Annex 2 to the Terms).
Return the goods within 14 days of the withdrawal to Košťany nad Turcom 508, 038 41 Košťany nad Turcom, Slovakia. You bear the return costs; for machines this is pallet transport.
We will refund the money, including the cheapest delivery method offered, within 14 days of receiving the withdrawal, but not before the goods are returned or you prove they were sent.
Business customers can return goods only by individual agreement.

Disputes – If you are not satisfied, write to info@monorlaser.com. Consumers can contact an alternative dispute resolution entity (list at www.mhsr.sk), the Slovak Trade Inspection, or the European Consumer Centre in their country.