Complaints and dispute resolution

01How to report a problem

If your purchase confirmation is missing, the wrong number was assigned or you find another problem with your purchase, email first@marsathon.com or write to the seller’s postal address shown on this page.

Please describe the problem and include your order reference if you have it. You can also provide another record that helps us locate the purchase and an address where we can reply.

02How we handle complaints

We promptly acknowledge your complaint in writing and tell you the time limit for correcting the defect. The time limit is generally no more than 30 days from the date you report the defect. A longer period applies only where the law allows it.

Depending on the circumstances, consumers may be entitled to a free correction, a proportionate price reduction or withdrawal from the contract. If we decline responsibility for a defect, we explain the reasons in writing. For the procedure to withdraw from an online purchase without giving a reason, see the Terms of sale.

03Alternative dispute resolution

If a consumer dispute arises, you can first ask us to put things right at first@marsathon.com. If we reject your request or fail to reply within 30 days of the date you sent it, you can submit a proposal to the competent alternative dispute resolution body. If we reject your request, we provide details of the competent bodies in writing in a form you can keep.

The Slovak Trade Inspection provides information about this procedure and how to apply.

04Supervisory authority

The supervisory authority is the Slovak Trade Inspection, Žilina regional inspectorate (Žilina regional inspectorate), Predmestská 71, P. O. Box B-89, 011 79 Žilina 1, Slovakia.