Refund and Returns Policy
Dear customers, in addition to indisputable advantages, online shopping brings certain disadvantages compared to shopping in a regular store. Despite the amount of information provided, you do not have the opportunity to view the offered goods, or you may make a mistake in the order. For the stated reasons, you have the option to cancel the order. However, you must do so within 24 hours.
Terms of order cancellation
If, after sending the order, you find out within 24 hours that the ordered goods do not suit you, or you made a mistake in the order, you have the option to cancel the order without giving a reason. Send us the cancellation at email@example.com We will send you a confirmation of order cancellation.
After the customer has taken over the goods, we always receive statements from the post office about the delivery of the shipment. We regularly check these. If we do not receive the statement for a longer time, we will invite the customer via e-mail to pick up the shipment, or to inform us whether he has collected the shipment or not. However, if the customer does not respond to our call and this shipment (applies even if the customer does not repeatedly receive shipments of goods he ordered from us) is returned to us without the customer notifying us of its return, whether due to damage to the shipment or any other reason, we will not resend the shipment to him, and we will also not handle his other orders. If the customer did not make it or was unable to pick up the shipment within the specified time and informs us about this in advance or after sending our request, we will resend the shipment at his request only after paying the issued invoice in advance to our account, but we have to charge him again for the costs associated with it.
Before taking over and paying for the shipment from the post office, check on the spot whether the shipment is not damaged. In case of extensive damage (torn packaging, deformations and other extensive damage), we recommend not accepting the shipment. We do not accept complaints on already received shipments. If the package arrives damaged, please notify us by e-mail or by phone. In this case, we will send you a new shipment. It very often happens that postal workers damage the parcel through inappropriate handling.
The legal warranty period of 24 months is provided for the sold goods, unless otherwise specified. The proof of sale is the invoice, which also serves as a delivery and warranty certificate. The warranty period begins on the day the goods are handed over for delivery to Slovak Post.
The complaint applies only to:
– demonstrable manufacturing defects caused by the manufacturer, which were detected immediately after the delivery of the goods, or during their use (e.g. missing parts, inaccurate plastic moldings, etc.)
The complaint does not apply to:
– errors caused by the user during normal use of the goods
In order for your complaint to be accepted, it is necessary to comply with several rules:
1. After receiving the goods, look at the goods and the invoice, which serves as a delivery and warranty note. If you discover errors upon receipt of the goods, it is your duty to inform us of the discovered facts by e-mail or by telephone, but no later than within 3 days of receipt of the goods.
2. If you find any difference between the invoice and the actual delivered goods (in type, quantity or price), or if you receive an incorrectly filled out invoice with the shipment, or if you do not receive any proof of purchase, please inform us immediately by e-mail or by phone. 3. If you discover manufacturing defects, contact us by phone or e-mail. We will send you the Complaint Protocol, and this, together with the defective goods, must be sent to our address at your own expense, together with the reason for the complaint. Do not forget to attach a copy of the tax document that we sent with the goods and a copy of the receipt from the delivery person to the shipment. We will exchange the claimed goods for another one of your choice or give you a refund. We do not refund postage and other fees. When returning the goods, pack them in such a way as to prevent damage. Damage to the goods during transport results in the claim not being recognized. Send the goods either as a package or as a registered letter. When sending goods by cash on delivery, this shipment will not be accepted.
Claim processing time
We handle complaints on working days via e-mail or by phone. The complaint procedure begins on the day the seller takes over the claimed goods and ends on the day the completed claim is sent to the buyer. We will decide on the validity of the claim no later than 3 working days after receiving the claimed goods. We will inform you about the result by e-mail, unless otherwise agreed. A justified complaint, including the removal of the error, will be processed at our expense without undue delay, no later than 30 calendar days from the date of initiation of the complaint procedure. In the event of an unauthorized complaint, the goods will be returned to the buyer with an appropriate opinion.
Consumer contracts and instructions on the right of withdrawal
In the case when the sale of goods (or the realization of the subject of performance) is carried out on the basis of a contract concluded using means of distance communication (especially electronic commerce on the Internet), the consumer has the right to withdraw from the contract within 7 days of taking over the performance. Only in the event that the supplier fails to provide the consumer with the information he is required to provide according to § 12 of Act No. 108/2000 (Consumer Protection Act on door-to-door sales and mail-order sales), this period is 3 months from acceptance of performance. If the information is properly submitted in the course of it, the three-month period ends and the seven-day period begins from that time. However, the consumer cannot withdraw from the contracts listed in § 12 par. 5 of Act No. 108/2000 (Consumer Protection in Door-to-Door and Mail Order Act), which are mainly contracts for the supply of computer programs if the consumer has violated their original packaging, contracts for the supply of goods modified according to the consumer’s wishes, contracts for the supply of goods or services, the price of which depends on fluctuations in the financial market, independently of the will of the supplier, and other contracts listed by law.
The consumer’s notice of withdrawal from the contract concluded at a distance must be delivered to the supplier before the end of the withdrawal period, and the complete goods (performance) must be properly returned to the supplier in their original condition with all the documents and documentation that were delivered to the consumer. In order to process the matter quickly, it is necessary to return the goods to the same address of the supplier, which is indicated in the documents for the goods as the place from which the goods were sent to the buyer. The consequence of withdrawal is the obligation of the parties to return everything they received under the contract. The direct costs of returning the goods are borne by the consumer. After withdrawal and proper return of the goods to the consumer, the supplier is obliged to return the amount paid for the goods to the consumer without undue delay.
A contract concluded at a distance with a consumer can only be canceled under the conditions established by law.