Complaints procedure

1. Where to submit a complaint

Seller: Miroslav Smik • Email: support@embrixell.com • Address: Petzvalova 332/65, 059 01 Spišská Belá, Slovak Republic

Complaints can be submitted by email. The seller will promptly provide written acknowledgment of the defect report. If liability is rejected, the reasons will be communicated in writing.

2. What to include

For a prompt assessment, we recommend including the order number, purchase email, file format and size, machine model and hoop, and a description of the problem and when it occurred. For stitching issues, photographs of the test embroidery and details of the fabric, stabiliser, thread, needle, tension and speed are helpful. Missing any of this recommended information does not, by itself, remove statutory rights.

3. What constitutes a defect

Defects may include inability to download a file, a damaged file, failure of a declared format, or a material discrepancy with the confirmed size or order. Differences between the preview and physical embroidery may not be defects if they result from disclosed technical limitations, an unsupported machine, or materials and settings outside Embrixell's control. Each case is assessed individually and statutory rights remain unaffected.

4. Remedies

If digital content does not conform to the contract, the customer may request that it be brought into conformity. The seller will do so free of charge, within a reasonable time and without significant inconvenience, unless impossible or disproportionately costly. In cases provided by law, the customer may request an appropriate price reduction or termination of the contract and a refund of the relevant payment.

5. Handling and communication

The seller will communicate the outcome in writing to the contact email. Complaints are handled without undue delay and within statutory time limits. Nothing in this procedure restricts consumers' rights concerning defects in digital content.

6. Request for remedy and out-of-court resolution

If the customer is dissatisfied with the outcome or believes the seller infringed their rights, they may request a remedy at support@embrixell.com. Following rejection or expiry of the statutory response period, the consumer may apply for alternative dispute resolution. Information and the list of entities are published by the Slovak Trade Inspection.

Physical-product complaints

For a physical product, include a photo of the defect, delivery date and packaging condition. The identified seller handles the claim with the manufacturer. Statutory rights and deadlines remain unaffected.