Complaints Procedure
Download the terms and conditions, warranty claims policy and withdrawal form (PDF)
EU notice on the legal guarantee
Art. 1 Introductory provisions
1.1 This Complaints Procedure sets out how the buyer exercises rights arising from liability for defects in goods purchased from the seller BLACK MARKET s.r.o. in the e-shop www.zbranepresov.sk or in its stores. It forms part of the GTC.
1.2 For consumers, Sections 612 to 626 of the Civil Code apply. For business customers, the Commercial Code applies, and this procedure applies accordingly.
Art. 2 Period of liability for defects
2.1 We are liable for defects that the goods have upon delivery and that become apparent within two years of delivery. For used goods, if stated with the goods and agreed at the time of purchase, 12 months.
2.2 For contracts concluded from 31. 7. 2026, after a defect is first remedied by repair, the period of liability is extended by 12 months, only once regardless of the number of repairs. We are liable for defects in replaced goods in the same way as for defects in the original goods.
2.3 If a defect becomes apparent during the period of liability, it is presumed to have existed at the time of delivery, unless proven otherwise.
2.4 We are not liable for defects that arose only after delivery, in particular through improper use contrary to the instructions, mechanical damage, incorrect installation by the buyer (unless caused by an error in the instructions) or normal wear and tear. For used goods, wear corresponding to the degree of previous use is not a defect.
Art. 3 How to notify a defect (make a complaint)
3.1 A defect must be notified within two months of its discovery, and no later than by the end of the period of liability.
3.2 A defect can be notified:
- in any of our stores (Prešov, Bratislava),
- using the "Complaints" form on the website or by e-mail to [email protected],
- by post to BLACK MARKET s.r.o., Pod Táborom 15389/37B, 080 01 Prešov.
3.3 Please state your name and contact details, the order number or other proof of purchase (invoice, order confirmation, payment statement, serial number), a description of the defect and whether you request repair or replacement. If the defect is not obvious, a photo or video will help. The original packaging is not a condition for making a complaint.
3.4 For repair or replacement, the buyer hands the goods over in a store or sends them to us. Please pack the goods so that they are not damaged in transit. If we accept the complaint, we will reimburse the buyer for the cost of sending the goods to us up to the price of a standard GLS parcel; we will deliver the repaired or replaced goods at our expense (point 5.2). If we reject the complaint as unjustified, the cost of sending the goods to us is borne by the buyer.
3.5 For repair or replacement, the buyer hands over a firearm, its main part or ammunition in a store. Before handing it over, please contact us so that we can agree on a lawful method of handover; the firearm must be unloaded and separated from the ammunition. This does not limit the right to notify a defect within the period under point 3.1.
Art. 4 Confirmation and time limit for handling
4.1 Immediately after a defect is notified, we will issue the buyer a written confirmation (by e-mail if notified remotely). In the confirmation we will state the time limit within which we will remedy the defect.
4.2 The time limit will not exceed 30 days from the day the defect was notified. A longer time limit is possible only for an objective reason beyond our control (e.g. repair by the manufacturer abroad); we will inform the buyer of the reason and provide evidence of it.
Art. 5 Methods of handling
5.1 The buyer chooses whether we remedy the defect by repair or by replacement. We may refuse the chosen method only if it is impossible or would cause disproportionate costs compared with the other method. Before remedying the defect, we will inform the buyer of the right to choose and of the extension of the period of liability after repair; we also include this information in the confirmation of the defect notification.
5.2 We will carry out the repair or replacement free of charge and deliver the repaired or new goods at our expense in the same or a similar manner in which the goods were delivered to us. At the buyer's request, we may supply refurbished goods as a replacement.
5.3 The buyer is entitled to a reasonable discount or may withdraw from the contract if we neither repair nor replace the goods, if we refuse to remedy the defect, if the goods have the same defect even after repair or replacement, if the defect is so serious that it justifies an immediate discount or withdrawal, or if it is clear that we will not remedy the defect within a reasonable time or without significant inconvenience to the buyer.
5.4 It is not possible to withdraw from the contract in the case of a minor defect. When several items have been purchased, withdrawal is possible only in respect of the defective item, unless the buyer cannot be expected to be interested in the other items.
5.5 After withdrawal, the buyer returns the goods at our expense and we will refund the purchase price within 14 days of the return of the goods or of proof that they have been sent, whichever occurs first. We pay the price or discount by the same method the buyer used to pay, unless the buyer agrees otherwise; we bear the payment costs.
5.6 If the buyer does not collect the repaired or replaced goods within 6 months of the day on which they should have been collected, we may sell them after prior notice (Section 623(8) of the Civil Code).
Art. 6 Rejection of a complaint
6.1 If we reject liability for a defect, we will inform the buyer of the reasons in writing.
6.2 If the buyer proves our liability by an expert opinion or a professional statement of an accredited person, the buyer may notify the defect again and we can no longer reject the complaint. We will reimburse the cost of the expert opinion pursuant to Section 509(2) of the Civil Code.
6.3 If the buyer disagrees with how the complaint was handled, the buyer may submit a request for redress to us and subsequently use alternative dispute resolution (Art. 12 of the GTC).
Art. 7 Consumer guarantee and gifts
7.1 If the manufacturer provides a guarantee beyond the statutory scope (e.g. a longer guarantee or a lifetime guarantee), it is applied in accordance with the warranty certificate; the rights under this procedure are not affected.
7.2 For a gift provided free of charge with a purchase, we will point out any defects we are aware of; liability for defects as in the case of a purchase does not apply to it.
Art. 8 Effectiveness
8.1 This Complaints Procedure is effective from 29. 9. 2026 and replaces the previous Complaints Terms and Conditions.