Complaints & Warranty Procedure

This procedure applies to claims for defects in goods purchased from Lumo Group s. r. o. through shop.3lumo.com by consumers.

It is governed by the Slovak Civil Code and Act No. 250/2007 Coll. on consumer protection.

We are liable for defects that the goods have when received and that become apparent within 24 months of receipt. This statutory warranty period is 24 months unless a longer period is stated.

The warranty does not cover defects caused by ordinary wear and tear, improper use, mechanical damage, or use contrary to the product's instructions.

To make a claim, contact us at contact@3lumo.com or in writing at Vyšný Orlík 51, 090 11 Vyšný Orlík, Slovak Republic.

Please include proof of purchase (e.g. order number or invoice), a description of the defect, and your preferred remedy. Deliver the goods to us so the defect can be assessed.

We will issue you a confirmation of the claim when it is made. We will determine how the claim will be handled without delay; in complex cases within three working days.

We will settle the claim, including remedying the defect, without undue delay and no later than 30 days from the date the claim is made. If we do not settle it within 30 days, you have the same rights as if the defect were not remediable.

For a remediable defect you are entitled to have it removed free of charge, properly and in time, or — where this is not disproportionate — to replacement of the goods or the defective part.

For a defect that cannot be remedied and prevents proper use of the goods, you are entitled to replacement of the goods or to withdraw from the contract and receive a refund. For other irremediable defects you are entitled to a reasonable discount on the price.

We will issue you a written confirmation of when the claim was made, its content and the requested remedy, and subsequently a confirmation of the date and manner of its settlement (including any repair and its duration) or a written justification for its rejection.

Questions about a claim: contact@3lumo.com, [+421 …].

If you are not satisfied with how we handled your claim, you may turn to alternative dispute resolution — see our Dispute Resolution page.