Complaints Procedure

of the company iMach Slovakia s. r. o., which provides manufacturing services and operates an online shop under the trade name SolidLabs through the website www.solidlabs.sk

English translation for information only. The legally binding version of this Complaints Procedure is the Slovak version. In the event of any discrepancy between the two versions, the Slovak version prevails.

Article I — Introductory Provisions

  1. This Complaints Procedure forms an integral part of the General Terms and Conditions (hereinafter the “GTC”) of iMach Slovakia s. r. o., with its registered office at Okružná ulica 1309/18, 900 44 Tomášov, Slovakia, Company ID (IČO): 56 249 021, registered in the Commercial Register of the Bratislava III Municipal Court, section Sro, insert No. 178298/B (hereinafter the “Seller”).

  2. The Complaints Procedure sets out the manner and principles of making claims arising from liability for defects in the Goods (including Custom-made Goods) and in services provided by the Seller: a) in relation to a Consumer — in accordance with Act No. 40/1964 Coll., the Civil Code (Sections 619 to 627), Act No. 108/2024 Coll. on Consumer Protection and related legislation; b) in relation to a Business Customer (B2B) — in accordance with Act No. 513/1991 Coll., the Commercial Code (Section 422 et seq.).

  3. Terms used in this Complaints Procedure have the same meaning as in the GTC, unless expressly stated otherwise in the text.

  4. Where to make a complaint:

    • by e-mail: matej@imach.sk
    • by post / in person: iMach Slovakia s. r. o., Okružná ulica 1309/18, 900 44 Tomášov, Slovakia (in person only after a time has been agreed in advance by telephone or e-mail)
    • by telephone: +421 911 090 844

Article II — Warranty Period

  1. Consumer: Under Section 620(1) of the Civil Code, the warranty period is 24 months and runs from the day the Consumer takes over the Goods. If a longer shelf life is indicated on the Goods, their packaging or the enclosed instructions, the Seller is liable for defects in the Goods throughout that period.

  2. Business Customer (B2B): The warranty period is 6 months from the day the Goods are taken over, unless agreed otherwise in the individual Contract. The Business Customer must inspect the Goods thoroughly on receipt in accordance with Article X(2)(c) of the GTC.

  3. The warranty period is extended by the time during which the Goods were being repaired by the Seller on the basis of a properly made complaint.

  4. The period from making a complaint until the time when the Consumer was obliged to take over the Goods after the repair was completed is not counted towards the warranty period.

Article III — The Seller’s Liability for Defects

A. Defects for which the Seller is liable

  1. The Seller is liable for ensuring that, when taken over by the Buyer, the Goods: a) have the properties agreed between the parties or stated by the Seller in the description of the Goods or in the approved quote; b) are suitable for the purpose stated by the Seller for their use or which is usual for goods of that type; c) correspond to the quality and finish of the approved graphic/3D design within the production tolerances under Article V(2) of the GTC (usually ± 0.5 mm for both 3D printing and laser cutting); d) are in the corresponding quantity and size; e) comply with the requirements of legislation.

  2. A defect in the Goods includes in particular: a) a structural fault — visible layering with separating layers that prevents the product from functioning, a product broken or cracked on delivery, an internal void or lack of fusion, layer delamination that does not result from the nature of the chosen material; b) a printing / production fault — an incorrectly made or incomplete product that does not correspond to the approved design (wrong shape, wrong dimension exceeding the ± 0.5 mm tolerance, wrong material, wrong colour); c) an engraving / cutting fault — cutting or engraving lines not completed, edges burnt beyond the normal range for the technology, the design placed on the material contrary to the approved design; d) an assembly or completion fault — a component of the product not delivered, missing fasteners that were to be part of the delivery; e) damage in transport — if the Buyer proceeded in accordance with Article VII(6) of the GTC (checking the parcel on receipt, recording a reservation in the consignment note, notifying the Seller within 24 hours).

B. The Consumer’s rights in respect of defects in the Goods

  1. If the Goods have a defect that can be remedied, the Consumer has the right to have it remedied free of charge, in good time and properly. The Seller must remedy the defect without undue delay. Instead of having the defect remedied, the Consumer may request replacement of the Goods or, if the defect concerns only a part of the Goods, replacement of that part, provided that this does not cause the Seller disproportionate costs in view of the price of the Goods or the seriousness of the defect.

  2. The Consumer has the right to replacement of the Goods or to withdraw from the contract in the case of: a) a defect that cannot be remedied and that prevents proper use of the Goods; b) the repeated occurrence of the same remediable defect after repair at least for the third time; c) the simultaneous occurrence of a larger number of different remediable defects that prevent proper use of the Goods.

  3. In the case of other irremediable defects that do not prevent proper use of the Goods, the Consumer has the right to a reasonable discount on the price of the Goods.

  4. The Consumer chooses the remedy when making the complaint or without undue delay afterwards. The Seller is not obliged to comply with the Consumer’s choice if this is objectively impossible or disproportionately costly in view of the nature of the defect, the character of the Goods or the chosen method of remedy.

Article IV — Exclusions from the Warranty

  1. The Seller is not liable for defects in the Goods that arose after the Goods were taken over by the Buyer, in particular for defects arising as a result of:

    a) An unsuitable choice of material by the Buyer. If the Buyer — despite being informed or warned by the Seller — chose a material that is not suitable for the intended use of the Goods (for example PLA for a product exposed long-term to high temperatures, direct sunlight or mechanical stress), the Seller is not liable for defects arising as a result of such an unsuitable choice.

    b) Heat damage to temperature-sensitive materials (in particular PLA). PLA (polylactide) has a heat deflection temperature (HDT) of around 55–60 °C. Exposing Goods made of PLA to temperatures above approximately 50 °C (the interior of a car in summer, direct sunlight on a dark surface, proximity to heat sources, a dishwasher) causes the material to deform and soften; this is not a defect in the Goods but a natural property of the material chosen by the Buyer.

    c) Use of the Goods outdoors without an agreed surface treatment (finish works) or without a UV-stable material. If the Buyer uses Goods made from standard materials (in particular PLA and ordinary PETG) without additional surface treatment (varnishing, filling, UV protective coating) outdoors, where they are exposed to direct sunlight, precipitation, frost or temperature fluctuations, such use is considered use for a purpose other than intended. Natural phenomena resulting from such use — in particular embrittlement, yellowing, loss of strength, surface cracks, changes in colour caused by UV radiation and deformation caused by heat — are not defects in the Goods and the Seller is not liable for them. When assessing a complaint, the Seller will assess individually whether the defect arose as a result of outdoor use without the agreed treatment; in that case the warranty claim may be rejected in full or in part, within the limits permitted by law.

    d) Normal wear and tear of the Goods corresponding to the length and intensity of their use — in particular surface abrasion, darkening or fading of the colour through use, wear of moving parts, mechanical abrasion at points of normal contact.

    e) Mechanical damage to the Goods — impact, a fall, breakage due to excessive load beyond the strength of the material, cutting, puncturing, scratching.

    f) Incorrect, unprofessional or careless handling of the Goods, for example cleaning with aggressive chemicals, washing in a dishwasher items not intended for such cleaning, drying at high temperatures.

    g) Unauthorised interference with the Goods — own repairs, changes to dimensions, repainting, dismantling, sanding, heat modification — by the Buyer or a third party.

    h) Obvious defects that the Consumer could have detected when inspecting the Goods on receipt and did not report to the Seller within a reasonable period after receipt. For a Business Customer, the claim for obvious defects lapses 3 working days after the Goods are taken over, in accordance with Article X(2)(c) of the GTC.

    i) Errors in the approved graphic or 3D design that the Buyer did not raise when approving it — in particular spelling mistakes in the text, a placement of the design approved by the Buyer, a choice of material colour approved by the Buyer, a dimensional error stated in the Buyer’s materials. The Buyer is responsible for the correctness of the content of their materials (Article V(5) of the GTC).

    j) Unsuitable transport or storage of the Goods by the Buyer after they were taken over.

  2. The above exclusions apply to the extent permitted by the applicable law and do not conflict with the Consumer’s statutory rights under Section 619 et seq. of the Civil Code and Act No. 108/2024 Coll. on Consumer Protection.

  3. The Seller does not guarantee a match with the Buyer’s subjective colour preferences — the real colour of the manufactured Goods may differ from how it is displayed on the Buyer’s monitor or from what the Buyer imagined; these differences do not constitute a defect in the Goods if the real colour is within the normal variability of the material and technology concerned.

Article V — How a Consumer Makes a Complaint

  1. The Consumer makes a complaint to the Seller at the place stated in Article I(4) of this Complaints Procedure.

  2. When making a complaint, the Consumer submits or states: a) identification of the Goods complained about — the order number, invoice number or other proof of purchase, the name/description of the Goods; b) a detailed description of the defect — when and in what circumstances the defect appeared, how often it occurs, its effect on the functionality of the Goods; c) photographs or video of the defect — at least 3 photographs from different angles plus a close-up of the defect are recommended; d) contact details — name, address, e-mail, telephone; e) the preferred remedy under Article III(B) of this Complaints Procedure (remedy of the defect / replacement / discount / withdrawal from the contract); f) the preferred method of refund in the event of withdrawal from the contract (bank account number).

  3. How to deliver the Goods complained about. Once the Seller has provisionally accepted the complaint, the Consumer must: a) send the Goods complained about by post or courier as a registered parcel to the address of the Seller’s registered office, not cash on delivery — the Seller will not accept cash-on-delivery parcels; b) or hand them over in person at the Seller’s registered office after agreeing a time in advance.

  4. The Goods must be sent in their original or comparable protective packaging so that they are not damaged further during transport. The Consumer bears the risk of further damage during transport.

  5. Confirmation that a complaint has been made. When a complaint is made, the Seller issues the Consumer a confirmation — in paper or electronic form — containing identification of the Goods complained about, a description of the defect, the date the complaint was made and the expected method and date of handling the complaint.

Article VI — Handling of Complaints

  1. The Seller or an employee authorised by the Seller decides on the complaint immediately, or in complex cases within 3 working days. This period does not include the time needed for an expert assessment of the defect.

  2. The maximum period for handling a Consumer’s complaint is 30 days from the day the complaint was made. After this period has expired, the Consumer has the right to withdraw from the contract or to have the Goods replaced with new ones — under Section 18(4) of Act No. 108/2024 Coll. on Consumer Protection.

  3. If the complaint concerns Custom-made Goods and their repair or new production requires specific materials that are not normally in stock, the Seller is entitled to agree with the Consumer in writing on a reasonable extension of the period according to the nature of the matter. Such an agreement must be verifiable (by e-mail or otherwise).

  4. Document confirming how the complaint was handled. The Seller issues the Consumer a written document on the handling of the complaint no later than 30 days from the day the complaint was made. The document contains the date the complaint was made, the date and method of its handling and, if rejected, the reasons for the rejection.

  5. Possible ways of handling a complaint: a) remedy of the defect (repair) — the Seller remedies the defect free of charge and delivers the repaired Goods back to the Consumer; b) replacement of the Goods with new, faultless Goods corresponding to the original specification; c) a reasonable discount on the purchase price for an irremediable defect that does not prevent use of the Goods; d) a refund of the purchase price on withdrawal from the contract — the Seller refunds the Consumer the full amount paid (including delivery costs at the basic rate) to a bank account specified by the Consumer, no later than 14 days after the complaint has been handled; e) rejection of the complaint — if the complaint is not justified (in particular when one of the exclusions under Article IV of this Complaints Procedure applies). A rejection must be properly justified.

  6. The Consumer’s costs of making a justified complaint — in particular costs reasonably incurred in sending the Goods to the Seller — are borne by the Seller. The Consumer is not entitled to reimbursement of costs for an unjustified complaint.

  7. If the complaint is assessed as justified, the warranty period is extended by the time during which the Goods were in the complaints process.

Article VII — Special Provisions for Complaints by a Business Customer (B2B)

  1. The complaints process for a Business Customer is governed by this Complaints Procedure as appropriate, with the following deviations:

    a) Period for notifying obvious defects — the Business Customer must inspect the Goods thoroughly on receipt (visually, dimensionally, functionally) and must notify obvious defects without delay, but no later than 3 working days after taking over the Goods. After this period has expired, the Business Customer’s claims for obvious defects lapse.

    b) Warranty period — 6 months from the day the Goods are taken over, unless agreed otherwise in the individual Contract.

    c) Assessment of the complaint — every complaint made by a Business Customer will be assessed individually by the Seller on the basis of the materials submitted (photographs, a description of the defect, possibly the returned Goods), taking into account the applicable technical tolerances under the GTC (± 0.5 mm for both 3D printing and laser cutting) and the nature of the specific order. The Business Customer is not automatically entitled to any particular way of handling the complaint (repair, replacement, discount, withdrawal); the Seller will propose a specific solution after assessing whether the complaint is justified.

    d) The statutory rights of a Consumer do not apply to a Business Customer — in particular, the maximum 30-day period for handling a complaint, automatic replacement after 3 unsuccessful repairs and other protective provisions under Act No. 108/2024 Coll. on Consumer Protection do not apply. The assessment and handling of the complaint are governed by Section 422 et seq. of the Commercial Code and the individual agreement of the parties.

    e) The period for handling a Business Customer’s complaint is usually 30 days; in justified cases (a complicated defect, the need for an expert assessment, specific materials) it may be longer by agreement.

  2. In other matters, the provisions of the Complaints Procedure relating to Consumers apply to a Business Customer as appropriate.

Article VIII — Alternative Dispute Resolution

  1. Under Act No. 391/2015 Coll. on Alternative Dispute Resolution of Consumer Disputes, a Consumer has the right to contact the Seller with a request for redress if they are not satisfied with the way the Seller handled their complaint or if they believe that the Seller has violated their rights.

  2. If the Seller rejects the request for redress or does not respond to it within 30 days of it being sent, the Consumer has the right to file a petition to initiate alternative dispute resolution with an ADR entity, in particular the Slovak Trade Inspection (www.soi.sk).

  3. The list of ADR entities is available on the website of the Ministry of Economy of the Slovak Republic.

Article IX — Final Provisions

  1. This Complaints Procedure enters into force and takes effect on 13.10.2026 (it replaces the version effective from 23.04.2026) and is binding for all complaints made after this date.

  2. The Seller reserves the right to change the Complaints Procedure unilaterally. A change to the Complaints Procedure takes effect on the day it is published on the Website and does not apply to complaints made before the change takes effect.

  3. Legal relationships not governed by this Complaints Procedure are governed: a) for a Consumer — by Act No. 40/1964 Coll., the Civil Code, Act No. 108/2024 Coll. on Consumer Protection and Act No. 391/2015 Coll. on Alternative Dispute Resolution of Consumer Disputes; b) for a Business Customer — by Act No. 513/1991 Coll., the Commercial Code.

  4. This Complaints Procedure forms an integral part of the Seller’s GTC.

Tomášov, 13.10.2026

iMach Slovakia s. r. o. Mgr. Šimon Matej, executive director Jozef Petluš, executive director

SolidLabs · +421 911 090 844 · matej@imach.sk · Okružná ulica 1309/18, 900 44 Tomášov, Slovakia