When delivering goods through a postal company in accordance with applicable legislation (delivery service intermediary, hereinafter referred to as “intermediary”), the buyer is obliged to file a complaint and write a report on damage to the received shipment (eg torn shipment, damaged packaging ) at the time of its taking over by the intermediary or refuse to ake over such a damaged consignment. If he does not do so at the time of its receipt, he loses the right to file a complaint with the seller for the above reason.

The buyer is obliged to inspect the goods in the shipment without undue delay immediately after receipt, thoroughly inspect it, in order to determine its damage or incompleteness and compliance between the contents of the shipment and the accompanying document (invoice). The buyer is obliged to notify the seller of the defect under this title within 48 hours of receiving the shipment. Acceptance of the consignment means its delivery by the intermediary to the buyer.

In the event of a complaint about the goods sent by the consignment, the buyer is obliged to notify the seller of the detected defects in writing, together with an indication of the claim he is making as a result of the defect. He will send the claimed goods to the seller at the same time as a written notice to the address stated on the accompanying document (invoice) or to file a complaint in person, at the seller’s address stated on the accompanying document (invoice).

The conditions for withdrawal from the contract by the buyer according to special regulations are regulated in the general terms and conditions of the online store. The general terms and conditions of the online store are permanently accessible to the buyer on the website of this store and at the same time together with the consumer’s instructions on the exercise of the right of withdrawal, including the form for exercising this right, delivered to the buyer with the order confirmation.


A complaint by which the customer complains about defects in the goods that do not result from the contractual relationship between the seller and the buyer, are in conflict with generally binding legal regulations or good morals is considered unjustified, the facts stated by the customer in his complaint are not true or if claim filed after the warranty period.


This complaint procedure does not regulate cases of the seller’s liability for defects in goods in which the transfer or transfer from the seller’s ownership to the ownership of another entity occurred on the basis of a legal fact other than purchase (sale), under the conditions set out therein, or provided by the seller. in connection with its trial or temporary use without a simultaneous transfer of ownership to that entity. In such cases, the relevant contract or other legal act on the basis of which these facts occurred shall apply.

If the buyer is not satisfied with the manner in which the seller has handled his complaint or if he believes that the seller has violated his rights, he has the right to object to the seller to seek redress by e-mail to: If the seller considers this If the buyer has the right to submit an alternative dispute resolution to the alternative dispute resolution entity (hereinafter referred to as the “ADR entity”) pursuant to Act no. 391/2015 Coll. on Alternative Resolution of Consumer Disputes and on Amendments to Certain Acts, as amended (hereinafter referred to as the “ADR Act”). ADR entities are bodies and authorized legal entities pursuant to Section 3 of the ADR Act, the list of which is maintained by the relevant state authority (“”). The proposal can be submitted to the consumer according to § 12 of the ADR Act.

The consumer can also lodge a complaint through the RSO Alternative Dispute Resolution platform, which is available online at “ /odr/index_en.htm“.

Alternative dispute resolution only concerns a dispute between a buyer and a seller arising out of or in connection with a consumer contract. Alternative dispute resolution only applies to distance contracts. Alternative dispute resolution does not apply to disputes where the value of the dispute does not exceed € 20. The ADR entity may require the consumer to pay a fee for initiating an alternative dispute resolution up to a maximum of € 5 with VAT.

In matters which are not expressly regulated otherwise in these Complaints Rules, the relevant provisions of Act no. 40/1964 Coll. Civil Code as amended and Act no. 250/2007 Coll. on consumer protection and on the amendment of the Act of the Slovak National Council no. 372/1990 Coll. on offenses as amended and other related generally binding legal regulations.

This complaint procedure takes effect on 1.12.2020