Complaints procedure
This complaints procedure governs the liability of Denva s. r. o., Ekoosada 3194/235, 925 22 Veľké Úľany, Slovakia, Company ID (IČO) 55376681 (the “seller”), for defects in goods bought in the Routie online shop and how to report them (make a complaint). It forms part of the terms and conditions. The buyer’s rights are governed mainly by Sections 612 to 626 of the Slovak Civil Code.
1. Defects the seller is liable for
The seller is liable for any defect the goods have on delivery that becomes apparent within two years of delivery. A defect that becomes apparent within this period is presumed to have existed on delivery. After the first repair of a defect, the liability period is extended by 12 months, once only, however many repairs follow.
The main points of the legal guarantee are also summarised in the EU harmonised notice on the legal guarantee.
The seller is not liable for defects caused by improper handling, mechanical damage after receipt, moisture, direct sunlight or heat, or for normal wear. Content the buyer entered and approved in the design (route, texts, size, colours) and small colour differences between the screen and the print are not defects either.
2. How and where to report a defect
Please report a defect within two months of discovering it, and at the latest before the liability period ends. You can make a complaint:
with the online form at your order; we send you a link to the order through the Complaint page,
by email to info@routie.sk,
in writing to the seller’s registered office above.
Please give the order number and a description of the defect and, if possible, attach a photo of the defect and of the packaging. Tell us whether you want the goods repaired or replaced. Please do not send the goods back until we ask you to; the seller bears the cost of collecting and returning them.
3. Damage in transit
When you receive the parcel, please check that the packaging is not damaged. If it is, we recommend recording the damage with the carrier and taking a photo. Please tell us as soon as possible about damage you find after opening the parcel. These steps make a complaint easier but are not a condition of your rights.
4. Confirmation and time limit
We confirm receipt of your complaint by email without delay. The confirmation states the period within which we will remedy the defect; it will not exceed 30 days from the day you reported it, unless a longer period is justified by an objective reason beyond the seller’s control. Before remedying the defect, we tell you about your right to choose between repair and replacement and about the extension of the liability period after a repair.
5. Your rights when goods are defective
Repair or replacement of the goods, as you choose. You cannot choose a remedy that is impossible or that would cost the seller disproportionately more than the other one. For a print made to order, we usually make a new print from the same design.
An appropriate price reduction or withdrawal from the contract if the seller has not repaired or replaced the goods, has refused to remedy the defect, the goods have the same defect after repair or replacement, the defect is so serious that it justifies an immediate price reduction or withdrawal, or it is clear that the seller will not remedy the defect within a reasonable time or without significant inconvenience to you.
You cannot withdraw from the contract for a minor defect. If the contract covers several pieces, you can withdraw only for the defective piece, unless you cannot reasonably be expected to keep the others.
After withdrawal or a price reduction, we refund you within 14 days of the goods being returned or of proof that you have sent them, by the same payment method you used, unless you expressly agree to another. The seller bears all costs of the refund.
6. If a complaint is rejected
If the seller rejects liability for a defect, it tells you the reasons in writing. If you prove the seller’s liability with an expert opinion or a professional statement from an accredited person, you can report the defect again and the seller can no longer reject it; it reimburses the reasonable cost of the opinion.
7. If you are not satisfied
If you are not satisfied with how a complaint was handled or believe the seller has breached your rights, you can email info@routie.sk to ask the seller for redress. If the seller rejects the request or does not reply within 30 days, you can submit a proposal for alternative dispute resolution to the Slovak Trade Inspection (Bajkalská 21/A, P. O. BOX 29, 827 99 Bratislava 27, ars@soi.sk, soi.sk) or to another alternative dispute resolution entity under Slovak Act No. 391/2015 Coll. The terms and conditions give the details.
Effective from 21/10/2026.