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Complaint procedure

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COMPLAINTS PROCEDURE

RASTIO online store

I. General provisions

  1. This complaint procedure regulates the procedure for applying and handling complaints about digital content (Excel templates, spreadsheets and other electronic documents) purchased through the RASTIO online store (hereinafter referred to as the " e-shop ").


    Seller:

    1. Business name: Enora sro
    2. Registered office: Št. Nábrežie 14, 052 01 Spišská Nová Ves, SLOVAKIA
    3. ID: 46861297
    4. Tax ID / VAT ID: SK2023612965
    5. Registration: Commercial Register Košice, section Sro
    6. Insert number 30780/V
    7. Email: [email protected]

  1. Buyer: A natural or legal person who has purchased digital content in the e-shop.

  2. This complaint procedure forms an integral part of the General Terms and Conditions (GTC) of the RASTIO e-shop.

II. Liability for defects in digital content

  1. The seller is responsible for ensuring that the digital content:
    • corresponds to the description, type, quantity and quality stated on the e-shop website at the time of purchase,
    • is delivered in the declared format (especially .xlsx, .xls or .pdf),
    • it contains all the instructed properties and formulas intended for its proper functioning.
  2. Technical requirements on the buyer's side:
    • The Buyer acknowledges that appropriate software and hardware equipment (e.g. a supported version of Microsoft Excel, Google Sheets or PDF viewer) is required to properly use the templates.

    • The inability to open or edit a file due to missing, outdated or incompatible software on the buyer's side is not a product defect and cannot be the subject of a legitimate complaint.

III. Buyer's rights and what is considered a defect

  1. The following are considered to be defects in digital content in particular:
    • damaged or broken file download link,
    • a corrupted file that cannot be opened in standard supported software,
    • Incorrect or broken formulas/macros in the template that prevent it from being used correctly as described,

    • delivery of a file/template other than the one ordered.

  2. The following is NOT considered a defect:
    • lack of awareness of technical requirements on the part of the buyer (e.g. absence of Excel),
    • Buyer's inexperience in working with MS Excel / Google Sheets software,
    • damage to the functionality of the template caused by unprofessional intervention by the buyer (e.g. overwriting formulas, deleting linked cells, etc.),

    • Subjective dissatisfaction with the visual design or color scheme, if it does not match the buyer's personal preferences, but is consistent with the samples in the e-shop.

IV. Procedure for filing a complaint

  1. The buyer is obliged to file a complaint without undue delay after discovering the defect, but no later than within the statutory period.

  2. Complaints can be submitted exclusively electronically at the following e-mail address:

    [email protected]

  3. The email with the complaint must contain:
    • order number / variable symbol,
    • Buyer's name and surname

    • a precise description of the detected defect (we recommend attaching a screenshot of the error or a description of the file's behavior).

V. Handling of complaints

  1. The seller will confirm receipt of the complaint by e-mail immediately, no later than 24 hours after its delivery.
  2. The seller will assess the complaint and decide on how to handle it.
  3. If the complaint is justified , the seller will eliminate the defect in one of the following ways:

    • by sending a new/corrected file with functional formulas and properties free of charge ,

      by resending a working download link,

    • by providing a reasonable discount on the purchase price or by refunding the full purchase price (if the defect cannot be removed).

  4. The processing of the complaint must not take longer than 30 days from the date of its submission. The buyer will be informed of the outcome of the complaint by e-mail.

VI. Final provisions

  1. This complaint procedure comes into effect on October 1, 2026.

  2. The seller reserves the right to change these complaints procedures. Changes come into effect upon their publication on the e-shop website.