Complaints procedure

1. Liability for defects

The Seller (Peter Bosý — SahurLabs, IČO 57970611) is liable for defects the goods have on delivery for 24 months from delivery; for goods with a shorter use-by date marked on the label, until that date. Defects caused by improper storage, handling or use contrary to the research-only purpose are excluded.

Damaged parcels, wrong items and missing items are also handled under this procedure.

2. How to file a complaint

Email support@sahurlabs.com with your order number, a description of the defect and photos of the goods and packaging. Report visible transport damage within 7 days of delivery where possible, so we can claim it from the carrier.

We confirm receipt of the complaint by email without delay. If we need the goods back, we send you a free Packeta return code; the return address is Peter Bosý — SahurLabs, Packeta Z-POINT, Tajovského 20, 974 01 Banská Bystrica.

3. How we resolve it

We decide on the complaint within 30 days of filing and tell you the outcome by email, together with a confirmation of how it was resolved.

A justified complaint is resolved by replacing the goods or, where replacement is not possible, by a full refund including shipping; you may also agree to a price reduction. Refunds go to the original payment method — for Monero orders to the refund address you gave us.

If we reject a complaint, we explain why in writing.

4. Alternative dispute resolution

If you disagree with how we handled your complaint, write to us first. If we reject your request or do not reply within 30 days, you may file a proposal for alternative dispute resolution with the Slovak Trade Inspection (SOI), Central Inspectorate, ADR department, Bajkalská 21/A, 827 99 Bratislava, ars@soi.sk, or with another ADR entity listed by the Ministry of Economy of the Slovak Republic.