You should receive the goods as you ordered them. But it doesn't hurt to read more points so you know what to do if it doesn't happen.

If you have already found out during the receipt from the carrier that the goods delivered to you are obviously damaged or incomplete, write a note about it with him. The carrier is responsible for this matter and not us. Please do not accept the shipment! 
These procedures ensure that the damage is paid for by the person who caused it, ie the carrier. Complaints of this kind that you report later (to the carrier or to us) cannot be taken into account.

The customer is obliged to immediately check the contents of the package, its integrity and, as well as any damage, to write immediately with the courier! Otherwise, we will not accept complaints about the faultlessness of the goods.

The warranty period for hidden defects of the products (those that could not be detected after unpacking the contents of the delivery) is 24 months, unless otherwise stated in writing.

How to file a complaint

Complaint procedure: If the customer finds a hidden defect or wants to complain about the product, he must fill in an electronic complaint form. Subsequently, we will order transport and the courier product will be taken over by the courier for the complaint at our expense. It is important that the customer takes the claimed product and sends the photos in advance after filling out the electronic complaint form by email info@modelsnavigator.com. Subsequently, the date and time for ordering transport for the complaint will be confirmed.

Be sure to include an exact description of the defect.

The complaint procedure is standard - according to the Civil Code and the Consumer Protection Act. In short, the following is happening here:

• We will check the validity of the complaint.
• Only a product that can be proven to have defects at the time of purchase (when taken over by the buyer) can be claimed.

A product is defective if it does not meet the properties explicitly mentioned or usual or cannot be used for the purposes for which the product is intended without the fault of the buyer.

For a possible complaint you need:

• the claimed product together with all accessories that were in the package,
• invoice and warranty card (only if issued to you).

Situations where:

• The product is obviously mechanically damaged or only worn out by normal use (please note that metal models are not toys. They are purely collector's models that do not belong in the hands of children, any mechanical damage is out of place)
• The product does not have the requisites necessary for a complaint.
• The product is after the warranty - the time that has elapsed since its purchase at the time of its complaint has exceeded the warranty period.
• We also do not consider the reason for a product complaint if you, e.g. the model does not like or the given model did not meet your expectations ", etc.…

In these cases, we will take over the product for the complaint procedure, but such a complaint will probably be rejected immediately. Before you decide to go through the complaint process, make sure that none of the above applies to you.

If, after the examination, the complaint proves to be unjustified, we will reject the complaint, while the complainant will be informed in writing about the rejection of the complaint and the reasons for rejection.

After submitting the necessary items and meeting the necessary conditions, we will take over the claimed product for the complaint procedure, about which we will issue you a document.

What happens if the complaint is justified

• If the complaint is justified (the product was defective at the time of purchase), we will ensure the elimination of the defect by repairing it or replacing it with a faultless product.
• If we are unable to ensure the elimination of the defect, we will refund your money or, with your consent, we will offer you a product at the appropriate price for replacement.
• If you decide to return the money, we will send it to you in the same way as it came to us, at our expense.

Attempting to claim a product without proof of purchase is wasting time. In this case, we can do nothing for you but reject the complaint!

Return of the purchased product to the customer and refund of the purchase price

The customer is entitled to withdraw from the contract without giving a reason in accordance with Art. § 7 of Act no. 102/2014 Coll. on consumer protection in the case of distance selling within 14 days from the receipt of the goods or from the date of concluding the contract on the provision of electronic content not supplied on a tangible medium (eg e-books, software, etc.). In the case where the goods were delivered separately within one order, the period for withdrawal shall run from the moment of taking over the goods which were delivered last.

In accordance with para. § 7 par. 6 of Act no. 102/2014 Coll. the customer cannot withdraw from the contract, the subject of which is:

• sale of books not supplied in protective packaging and sale of periodicals,
• the sale of sound recordings, video recordings, audio-visual recordings, books or computer software sold in protective packaging, if the customer has unpacked this packaging,
• poskytovanie elektronického obsahu inak ako na hmotnom nosiči, ak sa jeho poskytovanie začalo s výslovným súhlasom zákazníka a zákazník vyhlásil, že bol riadne poučený o tom, že vyjadrením tohto súhlasu stráca právo na odstúpenie od zmluvy,
• sale of goods enclosed in protective packaging, which is not suitable for return for health protection or hygienic reasons and whose protective packaging was broken after delivery, e.g. textile goods.

You are obliged to exercise the right to withdraw from the contract in writing in paper form or in the form of a record on another durable medium (e-mail). The period for withdrawal from the contract is considered to have been observed if you sent the notice of withdrawal from the contract no later than on the last day of the period.

The customer is obliged to send the goods back to the address Moitin s.r.o., Hálova 16, 851 01 Bratislava no later than 14 days from the date of withdrawal from the contract, we recommend sending the goods as a package by registered mail, please do not send cash on delivery. Attach a copy of the tax document (invoice) that we sent you with the goods and a copy of the delivery receipt issued by the delivery person to the package. You can also return the goods in person in Bratislava. The time limit for returning the goods shall be deemed to have been observed if the goods were handed over for carriage no later than the last day of the time limit. The costs associated with returning the goods to us for operation are borne by the customer.

Please deliver the goods to us complete, undamaged, preferably in the original packaging and unused, otherwise the customer is responsible for the reduction in the value of the goods, which arose as a result of such handling of the goods, which is beyond the treatment necessary to determine the properties and functionality of the goods.

We will return the purchase price to you within 14 days at the latest to the account you specified, unless we agree otherwise, in particular by providing a voucher for a discount, which you can use for your next purchase with us. When withdrawing, please indicate which of the above compensations you are interested in. However, we are not obliged to return the purchase price until the goods have been delivered to us or until the customer has shown us at least the return of the goods. In case of unauthorized withdrawal from the contract, the goods will be returned to you at your expense.