Returns and complaints procedure

I. General Provisions

This Complaints & Returns Policy governs the rights and obligations between the Seller and the Buyer (consumer) regarding defective goods, complaints, and returns.

This Policy forms an integral part of the purchase contract concluded between the Seller and the Buyer.

Legal relations are governed in particular by:

  • Act No. 40/1964 Coll., Civil Code, as amended (Slovak Republic)
  • Act No. 250/2007 Coll., on Consumer Protection (Slovak Republic)
  • Act No. 102/2014 Coll., on Consumer Protection in Distance Selling (Slovak Republic)
  • Applicable European Union legislation, including consumer protection directives

II. Liability for Defects

The Seller is responsible for ensuring that the goods upon delivery:

  • are free from defects
  • conform to the contract and product description
  • are suitable for their usual purpose

The Seller is liable for defects that appear within 24 months from delivery of the goods.

If a defect appears within the first 12 months, it is presumed that the defect existed at the time of delivery, unless proven otherwise.

III. Rights from Defective Performance

In the event of a defect, the Buyer is entitled to:

  • repair of the goods
  • replacement of the goods
  • a reasonable discount
  • withdrawal from the contract (in case of a defect that cannot be remedied or in case of repeated defects)

The Seller shall resolve the complaint in the manner most appropriate to the nature of the defect.

IV. How to Submit a Complaint

The Buyer may submit a complaint:

  • via email
  • via contact form
  • or other contact methods provided by the Seller

The complaint should include:

  • customer identification
  • order number
  • description of the defect
  • photo/video documentation (recommended)
  • preferred resolution

The Seller will confirm receipt of the complaint without undue delay and issue a written confirmation (complaint protocol).

V. Complaint Handling Deadlines

The Buyer is obliged to notify the defect without undue delay after discovering it.

The Seller shall resolve the complaint:

  • without undue delay
  • no later than 30 days from the date the complaint was submitted, unless agreed otherwise in writing

Failure to resolve the complaint within 30 days is considered a substantial breach of contract, entitling the Buyer to withdraw from the contract.

The Buyer will be informed about the outcome via email.

VI. Withdrawal from Contract (14 Days – EU Right)

The Buyer (consumer) has the right to withdraw from the contract within 14 days from delivery without giving any reason, pursuant to Act No. 102/2014 Coll.

Conditions:

  • The Buyer must inform the Seller about the withdrawal in writing (a model withdrawal form may be used)
  • The goods must be returned within 14 days of notifying the Seller
  • The Buyer bears return shipping costs unless stated otherwise

The Seller will refund all payments, including the original delivery costs, within 14 days of receiving the withdrawal notice, and may withhold the refund until the goods are received or proof of return is provided.

VII. Extended Return Policy (100 Days)

In addition to the statutory 14-day period, the Seller provides an extended return period of 100 days from delivery.

Conditions:

  • Goods must be returned complete
  • Goods must not be excessively used or damaged
  • Original packaging is recommended

The Seller reserves the right to:

  • reduce the refund if the value of the goods has been diminished by use beyond what is necessary to assess their nature and function
  • reject returns in case of significant damage or missing parts

VIII. Return Conditions & Practical Rules

  • Goods must not be sent via cash-on-delivery (COD) — such shipments will not be accepted
  • Return instructions will be provided by the Seller
  • The Buyer is responsible for safe packaging
  • Incomplete returns may result in a partial refund
  • Refunds are issued via the original payment method

For faster resolution, the Seller may offer:

  • replacement parts
  • product exchange

IX. Exceptions from Withdrawal

Pursuant to Act No. 102/2014 Coll., the Buyer cannot withdraw from the contract in cases such as:

  • customized or made-to-order goods
  • sealed goods not suitable for return for hygiene reasons once opened
  • digital content delivered electronically after the consumer's explicit consent

X. Costs Related to Complaints

If the complaint is justified, the Buyer is entitled to reimbursement of reasonably incurred costs (e.g. return shipping). The claim must be submitted without undue delay.

XI. Alternative Dispute Resolution

In case of a dispute that cannot be resolved directly with the Seller, the consumer has the right to out-of-court resolution pursuant to Act No. 391/2015 Coll., on Alternative Dispute Resolution.

Competent authority:

Online dispute resolution platform:

XII. Cross-Border Sales (EU)

This Policy applies to all sales within the European Union.

Consumers are entitled to protection under Slovak law and EU legislation.

Nothing in this Policy limits the consumer's statutory rights under the applicable law of their country of residence.

XIII. Final Provisions

This Complaints & Returns Policy is valid from: 1 June 2026

The Seller reserves the right to amend this Policy. The current version is always available on the Seller's website.