1.This Complaints Policy (the “Policy”) forms Annex 1 to the General Terms and Conditions of the e-shop www.pressburgmint.com (the “Terms”). It governs the Seller’s liability for defects of the Goods and the procedure for lodging and handling complaints.

2.Seller:

3.Capitalised terms not defined in this Policy have the meaning given to them in the Terms.

4.The rights of Consumers arising from defective Goods are governed in particular by Act No. 40/1964 Coll., the Civil Code, as amended, and Act No. 108/2024 Coll. on Consumer Protection, as amended. The rights of Business Buyers are governed by Act No. 513/1991 Coll., the Commercial Code, as amended, and Article V of this Policy.

5.The Seller informs the Consumer about this Policy before the Purchase Contract is concluded by publishing it in the E-shop.

1.The Seller is liable for the Goods being in conformity with the Purchase Contract when they are taken over by the Buyer, in particular as regards the type of metal, weight, fineness, denomination, quantity, design and other characteristics stated in the product description in the E-shop.

2.The Seller is liable to the Consumer for defects that appear within 24 (twenty-four) months of the takeover of the Goods (the “Liability Period”). Where the Goods are replaced, a new Liability Period starts from the takeover of the replacement Goods.

3.A defect that appears within the Liability Period is presumed to have existed when the Goods were taken over, unless this is incompatible with the nature of the Goods or of the defect.

4.The following are natural characteristics of precious metal products and do not constitute defects:

• milk spots, toning, patina or discolouration on silver and other metals;
• minor handling marks, hairlines or surface variations consistent with the production process and the quality standard stated for the product;
• variations in the finish or appearance of the packaging, capsule or certificate that do not affect the metal content, fineness or authenticity of the product.

5.The Seller is not liable for defects caused after the risk of damage passed to the Buyer, in particular by:

1. a)mechanical damage, improper handling, cleaning or polishing of the Goods;
2. b)removing the Goods from their original capsule, blister or sealed packaging;
3. c)storage in unsuitable conditions, for example in high humidity or in contact with chemicals;
4. d)ordinary wear and tear resulting from use.

6.The Seller is also not liable for defects for which a price reduction was agreed, or of which the Buyer was aware when concluding the Purchase Contract.

1.The Consumer shall notify the Seller of a defect as soon as possible, and no later than two months after discovering it. The defect must be notified within the Liability Period.

2.A complaint may be lodged by e-mail to shop@pressburgmint.com or in writing to the correspondence address of the Seller. The Seller recommends using the Complaint Form (Annex 2). The complaint should contain:

• the Buyer’s name and contact details;
• the order number or the invoice number;
• a description of the defect and, where possible, photographs;
• the remedy the Buyer requests.

3.After notifying the complaint, the Buyer shall send the Goods to the Seller’s correspondence address, unless the Seller confirms that the Goods are not needed to assess the complaint. The Goods should be sent in their original packaging, capsule or blister, where possible, and adequately packed and insured. The Seller does not accept consignments sent cash on delivery. If the complaint is justified, the Seller shall reimburse the Consumer for the reasonable costs of sending the Goods.

4.The complaint is lodged on the day the Seller receives the notification of the defect. The Seller shall confirm receipt of the complaint to the Consumer in writing by e-mail without undue delay, stating the date of the complaint, the Goods, the defect, the requested remedy and the deadline for handling the complaint.

5.Complaints concerning the weight, fineness or authenticity of the Goods are assessed only for Goods in their original condition, packaging and sealed capsule or blister, where supplied in one.

6.Damage to the packaging, transport damage and missing contents must be reported in accordance with Article VI of the Terms, in particular within 24 (twenty-four) hours of delivery, with photographs of the packaging and contents.

1.If the Goods are defective, the Consumer may choose between repair and replacement of the Goods. The Consumer may not choose a remedy that is impossible or would cause the Seller disproportionate costs compared with the other remedy. Given the nature of precious metal products, a defect is usually remedied by replacing the Goods with Goods of the same type, metal, weight, fineness and denomination.

2.The Seller shall remedy the defect free of charge, within a reasonable time and without serious inconvenience to the Consumer, no later than 30 (thirty) days from the date the complaint was lodged, unless a longer period is justified by an objective reason beyond the Seller’s control. The Seller shall inform the Consumer of such a reason and of the expected handling date without undue delay.

3.The Consumer is entitled to a reasonable price reduction or to withdraw from the Purchase Contract if:

1. a)the Seller has not repaired or replaced the Goods, or has refused to do so;
2. b)the same defect persists after repair or replacement;
3. c)the defect is so serious that it justifies an immediate price reduction or withdrawal; or
4. d)the Seller has declared, or it is clear from the circumstances, that it will not remedy the defect within a reasonable time or without serious inconvenience to the Consumer.

The Consumer may not withdraw from the Purchase Contract if the defect is negligible.

4.If the Consumer withdraws from the Purchase Contract, the Consumer shall return the Goods at the Seller’s expense. The Seller shall refund the purchase price within 14 (fourteen) days of receiving the Goods or proof that the Goods have been sent, whichever is earlier, using the same payment method the Consumer used, unless agreed otherwise. A price reduction is refunded in the same way.

5.The Seller shall inform the Consumer of the outcome of the complaint in writing by e-mail. If the complaint is rejected, the Seller shall state the reasons.

6.The Consumer shall collect Goods returned after the complaint has been handled, where collection in person was agreed, within 6 (six) months. After this period, the Seller may sell or otherwise dispose of the Goods in accordance with the law.

7.If the Consumer is not satisfied with the way the complaint was handled, they may request redress from the Seller and use alternative dispute resolution under Article XII of the Terms, including before the Slovak Trade Inspection (www.soi.sk).

1.The rights of Business Buyers arising from defective Goods are governed by the Commercial Code and the Terms.

2.The Business Buyer shall inspect the Goods without undue delay after delivery. Transport damage and missing contents must be reported within 24 (twenty-four) hours of delivery in accordance with Article VI of the Terms; later claims will not be accepted.

3.Other defects must be notified to the Seller without undue delay after the Business Buyer discovered them or could have discovered them with professional care.

4.The Seller’s liability to Business Buyers is limited in accordance with Article X of the Terms.

1.Matters not regulated by this Policy are governed by the Terms and by the generally binding legal regulations of the Slovak Republic.

2.This Policy enters into force and effect on 3 November 2026 and replaces the previous Complaint Handling Policy.