Complaints, Software Conformity & Warranty
If your Leanmerce purchase was not supplied correctly or you experience a material defect, you may submit a complaint to Itrade d.o.o.
Contact
Email: support@leanmerce.com
Telephone: +387 63 690 553
Customer portal: Leanmerce Account → Support
What to include
Please provide enough information to investigate the issue, such as:
- Leanmerce Order number;
- affected plugin;
- plugin version;
- affected site, where relevant;
- clear description of the issue;
- steps required to reproduce the issue, where possible.
Do not send passwords, full payment-card information, API secrets, database credentials or unnecessary personal data from your own customers.
Statutory consumer rights
Nothing in this policy limits mandatory consumer rights.
Where applicable consumer law requires a written response to a disputed complaint within a prescribed statutory period, Itrade d.o.o. will comply with that period.
Leanmerce software warranty
Leanmerce software is intended to substantially provide the functionality described on its product page when used within the documented supported environment.
Leanmerce does not guarantee that software will be completely free from every possible defect or compatible with every third-party plugin, theme, server modification or unsupported software version.
Where a reproducible material Leanmerce defect is confirmed, the appropriate remedy may include:
- correction in an update;
- a reasonable workaround;
- re-performance/completion of the affected service;
- another remedy required by mandatory law.
Exclusions from voluntary technical support
Unless mandatory law requires otherwise, voluntary technical support does not cover problems caused exclusively by unsupported environments, unauthorised code modifications, third-party defects, compromised servers, incorrect server configuration or use contrary to product documentation.
These limitations do not remove statutory rights relating to an actual defect attributable to Leanmerce.