Valid from 23.06.2026 | JELLA, spol. s r.o., Námestie republiky 8, 940 65 Nové Zámky | Company ID: 36540749

This complaints procedure has been drawn up in accordance with Act No. 108/2024 Coll. on consumer protection, as amended (hereinafter the "Consumer Protection Act"), and Act No. 40/1964 Coll., the Civil Code, as amended. It applies to consumer contracts concluded through the online shop www.rockbike.sk.

1. General provisions

1.1. This complaints procedure governs how a consumer exercises rights arising from liability for defects in goods purchased in the online shop www.rockbike.sk operated by JELLA, spol. s r.o. (hereinafter the "seller").

1.2. A buyer (consumer) is a natural person who, when concluding and performing a contract, is not acting within the scope of their business, employment or profession.

1.3. This complaints procedure does not apply to legal relations between the seller and a buyer who is not a consumer.

2. Liability for defects

2.1. The seller is liable for defects that the goods have when received by the buyer and for defects that arise after receipt during the warranty period.

2.2. The warranty period is 24 months and starts on the day the buyer receives the goods. For used goods the warranty period may be shortened to 12 months if this is expressly stated in the offer and the buyer was informed of it before concluding the contract.

2.3. If a defect appears within 12 months of receiving the goods, it is presumed that the goods were defective at the time of receipt unless this is incompatible with the nature of the goods or the defect. In this case the burden of proof lies with the seller — the seller must prove that the defect did not exist at the time of receipt.

2.4. If a defect appears after 12 months of receiving the goods, the burden of proof lies with the buyer — the buyer must prove that the defect existed at the time the goods were received.

2.5. The warranty period does not run while the buyer cannot use the goods because of a claim for defects (i.e. during the complaint procedure).

3. Making a complaint

3.1. The buyer can make a complaint:

  • a) in person at the seller's store at: Podzámska 31, 940 02 Nové Zámky (during opening hours: Mon–Fri 9:00–17:00, Sat 9:00–12:00)
  • b) by e-mail to: info@rockbike.sk
  • c) by post to the seller's registered office: JELLA, spol. s r.o., Námestie republiky 8, 940 65 Nové Zámky

3.2. When making a complaint, the buyer is obliged to:

  • a) identify the goods concerned (name, order number),
  • b) describe the defect or how it manifests itself,
  • c) state the method of handling the complaint they request (repair, replacement, discount, withdrawal from the contract),
  • d) attach proof of purchase (invoice, order confirmation, bank statement) — the absence of proof is not a reason to reject the complaint if the purchase can be proven otherwise,
  • e) deliver the goods concerned to the seller (in person, by post or by courier).

3.3. When a complaint is made, the seller is obliged to issue to the buyer a written confirmation (complaint record) containing:

  • a) the date the complaint was made,
  • b) a description of the defect,
  • c) the method of handling the complaint requested by the buyer,
  • d) the buyer's contact details for informing them of the outcome.

If the complaint is made by e-mail, the seller will send the confirmation to the buyer by e-mail without undue delay.

4. Period for handling a complaint

4.1. The seller is obliged to handle a complaint within 30 days of it being made. In justified cases, especially where an expert assessment of the goods is required, the seller may agree a longer period with the buyer.

4.2. If the seller does not handle the complaint within 30 days (or within the agreed longer period), the buyer has the right to:

  • a) to withdraw from the contract, or
  • b) demand replacement of the goods with new ones.

4.3. After handling the complaint, the seller shall issue to the buyer a written confirmation of how the complaint was handled, containing:

  • a) the date and method of handling the complaint,
  • b) confirmation of the repair and its duration, if the complaint was handled by repair,
  • c) the reasons for rejecting the complaint, if it was rejected.

5. Methods of handling a complaint

5.1. The buyer has the right to demand repair or replacement of the goods, at their choice, unless the chosen remedy is impossible or would impose disproportionate costs on the seller, taking into account:

  • a) the value of the goods without the defect,
  • b) the seriousness of the defect,
  • c) whether the alternative remedy could be provided without significant inconvenience to the buyer.

5.2. The buyer has the right to a reasonable reduction of the purchase price or the right to withdraw from the contract, if:

  • a) the seller has refused or failed to carry out the repair or replacement, or has not done so within a reasonable time,
  • b) repair or replacement would cause the buyer significant inconvenience,
  • c) the goods have the same defect despite a previous repair or replacement,
  • d) the defect is so serious that it justifies an immediate price reduction or withdrawal from the contract,
  • e) the seller has declared, or it is clear from the circumstances, that the defect will not be remedied within a reasonable time or without significant inconvenience to the buyer.

5.3. The buyer may not withdraw from the contractif the defect is minor. The burden of proving that the defect is minor lies with the seller.

5.4. If the buyer withdraws from the contract, the seller will refund the purchase price no later than 14 days after the goods are returned or proof of dispatch is provided.

6. Costs of the complaint

6.1. The buyer has the right to reimbursement of the necessary costsincurred in connection with making a justified complaint. This right must be exercised with the seller no later than one month after the warranty period expires.

6.2. In the case of a justified complaint, the seller bears the costs of:

  • a) transporting the goods to the seller and back to the buyer,
  • b) repairing or replacing the goods,
  • c) other necessary costs related to the complaint.

7. Exclusions from liability for defects

7.1. The seller is not liable for defects caused by:

  • a) normal wear and tear of the goods,
  • b) improper use of the goods contrary to the instructions for use or the purpose for which the goods are intended,
  • c) mechanical damage (fall, impact, scratching, deformation),
  • d) unprofessional assembly, modification or repair carried out by the buyer or a third party,
  • e) use of the goods in conditions whose humidity, chemical or mechanical influences do not correspond to a normal environment,
  • f) neglect of care and maintenance of the goods,
  • g) damage caused by water, fire, static or atmospheric electricity or other force majeure.

7.2. For bicycles and cycling components, normal wear and tear includes in particular wear of brake pads/blocks, tyres, chain, cassette, chainrings, cables, grips, saddle and other components subject to ongoing wear during normal use.

8. Record of complaints

8.1. The seller is obliged to keep a record of complaints. The record contains the date the complaint was made, the date and method of handling it and the serial number of the complaint document.

8.2. The seller is obliged to make the record of complaints available for inspection to the supervisory authority on request.

9. Supervisory authority

Slovak Trade Inspection (SOI)
SOI Inspectorate for the Nitra Region
Staničná 9, P.O. BOX 49A, 950 50 Nitra 1
Tel.: +421 37 772 02 16 | E-mail: nr@soi.sk
Web: www.soi.sk

10. Alternative dispute resolution

10.1. If the buyer is not satisfied with how the complaint was handled or believes that the seller has violated their rights, they have the right to contact the seller with a request for redress. If the seller rejects the request or does not respond within 30 days, the buyer has the right to file a proposal to initiate alternative dispute resolution under Act No. 391/2015 Coll.

10.2. The competent body is the Slovak Trade Inspection, Central Inspectorate, Bajkalská 21/A, 827 99 Bratislava 27 (e-mail: ars@soi.sk) or another body entered in the list at www.mhsr.sk.

10.3. The consumer can also use the ODR platform at: https://ec.europa.eu/consumers/odr

11. Final provisions

11.1. This complaints procedure enters into force and takes effect on 23.06.2026.

11.2. Relations not governed by this complaints procedure are subject to the relevant provisions of Act No. 108/2024 Coll. on consumer protection, Act No. 40/1964 Coll., the Civil Code, and other applicable legislation of the Slovak Republic.

11.3. The seller reserves the right to amend this complaints procedure. An amendment takes effect on the day it is published on the online shop website.

11.4. By submitting an order, the buyer confirms that they have read this complaints procedure and the seller's Terms and Conditions .

Nové Zámky, 23 June 2026
JELLA, spol. s r.o.