Complaints policy

1. How to report a defect

Cubille s. r. o., Lermontovova 911/3, 811 05 Bratislava - Staré Mesto, Slovakia, company ID 57 658 455, tax ID 2122870145, handles complaints. Report a defect to info@cubillelounge.com, by post to the registered address or by another method allowed by law.

For bulky furniture, we will arrange access to or suitable collection of the item. The seller pays necessary collection costs when remedying a justified defect.

2. Liability period and exclusions

The seller is liable for defects present on delivery that become apparent within two years. Such a defect is presumed to have existed on delivery unless the contrary is proved or the presumption is incompatible with the goods or defect. Report a defect within two months of discovering it, and no later than the end of the statutory period. The period is extended by 12 months after the first repair, once only.

The seller is not liable for damage arising only after delivery independently of an original defect, such as an impact, fall, puncture, overload or cleaning contrary to the instructions for the material. Ordinary wear is not a defect. Visible mechanical damage alone does not prove its cause; every report is assessed individually.

3. Complaint procedure

Please provide your name, contact details, order number or other proof identifying the purchase, and a description of the defect. Photos can speed up assessment but are not required to accept a complaint. Purchase may be proved without the original receipt.

We promptly provide written acknowledgement of the reported defect, stating the remedy deadline. Repair or replacement takes place within a reasonable period, no more than 30 days from the report unless an objective reason outside the seller's control justifies longer. We inform the customer of the result.

4. Remedies for a justified complaint

The customer may choose repair or replacement. A chosen method may be unavailable if impossible or disproportionately costly compared with the alternative under the statutory criteria. Before remedying the defect, we inform the customer of this choice and the extension of the liability period after the first repair.

Repair or replacement is free, at our expense, within a reasonable time and without significant inconvenience. The customer makes the goods available; we pay necessary collection and redelivery costs.

Where the law permits, the customer may seek an appropriate price reduction or withdraw, particularly if we fail to remedy a defect properly or on time, refuse a remedy, the same defect recurs, or the defect is serious. We pay return costs if the customer withdraws because of a defect. Withdrawal for an insignificant defect is unavailable. We give written reasons if we reject liability.

5. Disputes

Send a request for redress to info@cubillelounge.com. After rejection or no answer within 30 days, a consumer may seek alternative dispute resolution. See https://www.soi.sk/alternativne-riesenie-spotrebitelskych-sporov/pravidla-ars. Court rights remain unaffected. This policy does not restrict statutory consumer rights.