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Complaints Procedure of FUCHS OIL CORP. (SK), spol. s r. o.

This complaints procedure sets out the process for submitting complaints regarding goods delivered by FUCHS OIL CORP. (SK), spol. s r. o.

1. FUCHS OIL CORP. (SK), spol. s r. o. (hereinafter referred to as "the seller") is obliged to deliver goods in the quantity and quality according to the buyer’s confirmed orders and is fully responsible for any defects or incompleteness of the goods.
2. The buyer must submit complaints about defects or incomplete deliveries exclusively in written form (letter, email). Oral complaints (e.g., by phone) are not valid—they serve only as a notification that a complaint has been sent.
3. The buyer’s written complaint must include:
   • The order number under which the goods were delivered
   • Identification of the delivery in question (delivery date and delivery note number)
   • The batch number(s) of the delivery
   • The reason for the complaint
   • The quantity of goods being claimed
   • The address where the claimed goods are located, and where the seller may conduct an inspection or take samples. The method of inspection will be determined by the seller based on their own assessment of the complaint.
   • Name and contact details of the buyer’s representative responsible for communication regarding the complaint
4. If the packaging is damaged in such a way that it clearly threatens the quality of the goods, the buyer is entitled to refuse delivery. In such a case, the buyer is obliged to draw up a written report stating the reason for the refusal.
5. The buyer is obliged to inspect the goods upon receipt, particularly for undamaged packaging, correct quantity, and any visible defects, which must be reported immediately. If visible defects are not reported within 7 days from the date of receipt, the buyer’s right to claim responsibility for defects expires (according to Section 428 (1)(b) of the Commercial Code).
6. The seller is responsible for the quality of the goods as declared in the product certificate or as agreed upon with the buyer. Quality defects that can only be identified through specific tests must be reported by the buyer no later than two working weeks from the date the defect was discovered.
7. The seller is obliged to deliver the goods in packaging that ensures safe transport and protection of the goods.
8. The seller is not responsible for defects caused by incorrect handling, inappropriate storage, improper treatment, or use of the goods by the buyer or a third party.
9. If the seller acknowledges the complaint as justified, they undertake to resolve the defective delivery by mutual agreement with the buyer, either by issuing a credit note or by replacing the goods with a fault-free delivery.

10. Other rights and obligations arising from product defects (legal or otherwise) are governed by the provisions of Section 429 et seq. of the Commercial Code.

    
    V Stupave 6.5.2025
    Ing. Miroslav Kolenčík (CEO) 
    
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