• A frequent breach by sellers is the failure to settle a complaint within 30 days. The seller has the obligation to settle the complaint, including the assessment and potential removal of the defect, within 30 days of the date the complaint was made. The time limit begins on the day after the complaint is made, and if the last 30th day is Saturday, Sunday or a holiday, the deadline is extended to the next working day. These are 30 calendar days, not working days, as is sometimes mistakenly mentioned.
  • The time limit for settling a complaint cannot be extended without the express consent of the buyer. It is also not possible to sweepingly prolong the time limit for the settlement of a complaint in business conditions, for example. In this case, the seller would most likely violate the law.
  • The seller has the obligation to actively inform you about the settlement of the complaint if you have provided them with contact information for this purpose, even if they consider that the complaint is not justified on the part of the buyer. To actively inform for such cases means that the seller contacts the buyer by phone, in writing, by e-mail, by SMS, personally or in another demonstrable manner. An active settlement is definitely not the case if the buyer visits the shop where the goods were complained about a week after the deadline for settling the complaint, and the seller tells them that the complaint was already settled three weeks ago and the goods are waiting in the shop.