Complaints and Withdrawal Policy

1. Withdrawal within 14 days (consumers)

A consumer may withdraw from a distance contract within 14 days without giving a reason. The period starts on the day the goods are received, or on the day the contract is concluded for services.

A withdrawal can be sent by e-mail to obchod@mexcor.sk or by post to the registered office. You may use the model form below, but you are not obliged to.

We refund the money no later than 14 days after receiving the withdrawal, using the same means the payment arrived by. For goods we may withhold the refund until the goods are returned or you prove they were sent.

Return the goods within 14 days of the withdrawal, undamaged and complete. The direct cost of returning the goods is borne by the consumer. You are liable for any diminished value if you handled the goods beyond what is necessary to establish their nature and functioning.

2. When the right of withdrawal does not apply

A service fully performed with your express consent before the period expired (for example an advertising campaign already broadcast, or a bespoke spot already produced).

Digital content not supplied on a tangible medium, where performance began with your express consent and acknowledgement that you lose the right of withdrawal.

Goods made to your specification or clearly personalised (for example a printed display or a non-standard mount).

The 14-day right applies to consumers. Business purchases are governed by the Terms of Service.

3. Model withdrawal form

To: MEXCOR s.r.o., Matúšova 8027/54, 811 04 Bratislava – mestská časť Staré Mesto, Slovakia, e-mail: obchod@mexcor.sk

I hereby give notice that I withdraw from the contract for the following goods / service: …

Date of order / receipt: … Order or invoice number: …

Consumer’s name: … Address: … E-mail: …

Bank account for the refund (if it is not to go back to the card): …

Date and signature (if submitted on paper): …

4. Complaints (liability for defects)

The warranty period for hardware is 24 months for consumers, unless a longer manufacturer warranty is stated in the quotation. For services, a complaint covers unavailability or non-conformity with what was ordered.

Lodge a complaint by e-mail to obchod@mexcor.sk or by post to the registered office. State the order or invoice number, describe the defect and how it manifests; for hardware attach a photo or video.

We confirm receipt of the complaint. A complaint is settled within 30 days of being lodged and we inform you of the outcome in writing or by e-mail.

Depending on the nature of the defect, a consumer is entitled to free repair, replacement, a reasonable discount or withdrawal from the contract.

For hardware we arrange collection of the faulty unit at our cost where the warranty claim is accepted.

5. Refunds

We refund through the same channel the payment arrived by: card payments back to the card (usually within 3–10 business days depending on the bank), transfers to the originating account.

If an invoice has already been issued, we issue a credit note against it. An original invoice is never rewritten.

For partial performance (for example a campaign broadcast on only some of the screens) we refund the proportional part.

6. Out-of-court dispute resolution

If you are not satisfied with how a complaint was handled, contact us first – such matters can usually be settled by agreement.

The supervisory authority is Slovenská obchodná inšpekcia, Inšpektorát SOI pre Bratislavský kraj, Bajkalská 21/A, P. O. BOX č. 5, 820 07 Bratislava, odbor výkonu dozoru (soi.sk).

A consumer may turn to an alternative dispute resolution body (the list is kept by the Ministry of Economy of the Slovak Republic) or file a complaint through the ODR platform: https://ec.europa.eu/consumers/odr.