Complaints (Returns & Refunds) Policy

This document sets out your rights as a consumer when withdrawing from a contract (returning goods without giving a reason) and when making a complaint (exercising your rights from liability for defects) in the Kávová pohotovosť online shop.

Matters not covered here are governed mainly by Slovak Act No. 108/2024 Coll. on Consumer Protection and Act No. 40/1964 Coll. (the Civil Code), as amended. These rules apply to consumers (natural persons not purchasing in the course of their business). For purchases made under a business ID (IČO), liability for defects follows the Commercial Code and the consumer time limits below may not apply.

Seller: Volodymyr Kondratiuk, Zuzany Chalupovej 4034/17, 851 07 Bratislava-Petržalka, Slovakia, Company ID (IČO): 56918330. Contact: mail@kavovapohotovost.sk · Address for returns and complaints: Zuzany Chalupovej 4034/17, 851 07 Bratislava-Petržalka, Slovakia.

PART A — Withdrawal from the contract and return of goods

A.1 Right to withdraw within 14 days without giving a reason

As a consumer, you have the right to withdraw from a distance contract within 14 days without giving any reason. The period starts on the day you or a person designated by you (other than the carrier) take delivery of the goods. If an order is delivered in parts, the period runs from delivery of the last part.

A.2 How to withdraw

Notify us of your withdrawal before the 14-day period ends by an unequivocal statement — by e-mail to mail@kavovapohotovost.sk or by post to the address above. You may use the model form at the end of this document, but you are not obliged to. The deadline is met if you send your notice on the last day of the period at the latest.

A.3 Returning the goods

Send or hand the goods back to us within 14 days at the latest from the day you withdraw. The deadline is met if you dispatch the goods before it expires.

A.4 Cost of return

You bear the direct cost of returning the goods (e.g. return postage). Goods that, by their nature, cannot be returned by post will be returned in a manner agreed with us.

A.5 Refund

After you withdraw, we will refund within 14 days all payments we received from you, including the cost of delivery to you. We refund delivery only up to the cheapest standard delivery method we offer — if you chose a more expensive method, the difference is not refunded. We will use the same means of payment you used, unless you have expressly agreed otherwise; we charge no fees for this.

We may withhold the refund until we receive the goods back, or until you prove you have sent them back — whichever happens first.

A.6 Diminished value of goods

Before withdrawing, you may handle the goods only to the extent necessary to establish their nature, characteristics, and functioning — as you would be allowed to in a physical shop. You are liable for any diminished value of the goods resulting from handling beyond this, and we may claim compensation from you.

A.7 When withdrawal is not possible

Under § 19 of Act No. 108/2024 Coll., the right to withdraw does not apply, in particular, to:

goods made to your specifications, custom-made, or clearly personalised;
goods in sealed packaging that are not suitable for return for health or hygiene reasons once unsealed;
goods liable to deteriorate or perish quickly;
a service, where its provision began with your express consent and you declared that you were informed you would lose the right to withdraw once the service is fully performed (see Part C);
other cases listed in § 19 of Act No. 108/2024 Coll.

PART B — Complaints (liability for defects)

B.1 Liability for defects and the guarantee period

We are responsible for the goods being free of defects on receipt and retaining the required qualities for a certain period. You may exercise your rights from liability for defects within 24 months of receiving the goods. If a defect appears within 24 months of delivery, it is presumed to have existed at delivery unless we prove otherwise.

For used goods, we may agree a shorter period for exercising these rights, but not shorter than 12 months; any such period will be stated for the specific item.

Liability for defects does not cover defects caused by normal wear and tear, improper use, mechanical damage, or intervention by an unauthorised person.

B.2 How to make a complaint

Submit a complaint by e-mail to mail@kavovapohotovost.sk or by sending the goods to the address above. Please include your order number, a description of the defect, and your preferred remedy. A defect must be raised without undue delay, and at the latest before the above period expires.

When you make a complaint, we will promptly issue you a written confirmation of the complaint, stating the period within which we will remedy the defect.

B.3 Time limit for handling a complaint

We will settle a complaint within 30 days at the latest from the day it is made. This period may be extended only for objective reasons beyond our control, of which we will inform you. We will notify you of the outcome.

B.4 Your rights in the event of a defect

If the goods are defective, you are entitled first to free repair or to replacement of the goods. If repair or replacement is impossible, cannot be carried out within a reasonable time, or would cause you serious difficulty, you are entitled to a reasonable price reduction or to withdraw from the contract (§ 622–624 of the Civil Code).

PART C — Repair service for coffee machines

A coffee-machine repair is a service (contract for work) and is governed by the Civil Code.

If you ordered the service at a distance, you also have the right to withdraw within 14 days (Part A). However, if you expressly asked us to begin the repair during that period and it has been fully performed, the right to withdraw lapses; for a partially performed repair, you pay a proportionate part of the price for the work already done.
If you hand the device over in person, this is not a distance contract and we will agree the procedure directly on handover.
We are liable for defects in the repair work under the Civil Code; the specific terms and any guarantee on the repair work will be stated when the repaired device is handed over.

PART D — Alternative Dispute Resolution (ADR)

If you are not satisfied with how we handled your complaint, or you believe we have infringed your rights, you may contact us with a request for redress at mail@kavovapohotovost.sk. If we reject your request or fail to respond within 30 days, you have the right to file a petition for alternative dispute resolution under Act No. 391/2015 Coll.

The competent alternative dispute resolution entity is:

Slovak Trade Inspection (Slovenská obchodná inšpekcia, SOI) Central Inspectorate of the SOI, Department of International Relations and ADR Bajkalská 21/A, P. O. BOX 29, 827 99 Bratislava 27, Slovakia Web: www.soi.sk

A list of other authorised ADR entities is kept by the Ministry of Economy of the Slovak Republic (www.mhsr.sk). A petition may also be filed electronically.

(The EU Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025 and is therefore not referenced.)

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

To: Volodymyr Kondratiuk, Zuzany Chalupovej 4034/17, 851 07 Bratislava-Petržalka, Slovakia mail@kavovapohotovost.sk

I/we hereby give notice that I/we withdraw from the contract for the following goods/service: ……………………………………………………

Date ordered / date received: ……………………….

Consumer’s name(s): ……………………….

Consumer’s address: ……………………….

Order number (if any): ……………………….

Consumer’s signature (only if this form is submitted on paper): ……………………….

Date: ……………………….

Effective from: 27.04.2026