Product Complaint
If your product has a defect - it does not have the agreed qualities, you have the right to:
a. remove the defect by delivering a new product without defects or by delivering the missing product,
b. remove the defect by repairing the product,
c. get an appropriate discount on the purchase price, or
d. withdraw from the contract.
You have the right to file a complaint within the warranty period. The warranty period for consumers is 24 months, for entrepreneurs 12 months. For food products, the warranty period is understood to be the expiration date or the minimum durability date of the product.
You can file a complaint in writing or by email at [email protected].
Please provide:
a. identification details including name, surname, and delivery address;
b. order number to which the complaint relates,
c. precise and unambiguous identification of the product being complained about,
d. a detailed description of the defect of the product,
e. the chosen claim according to the paragraph above,
f. the date of the complaint and the consumer's signature if submitted in paper form,
g. a photo of the defect if you decide to attach it.
More information can be found in the complaint procedure, which is part of the General Terms and Conditions.
Withdrawal from the Contract
You have the right to withdraw from the contract within 14 days from the receipt of the goods (inclusive). If you have just placed the order and it has not yet been dispatched, there is no problem. Write to us by email at [email protected] or call +421 905 333 440.
According to § 7 paragraph (6), it is not possible to withdraw from the contract if the subject of the contract is:
- the sale of goods made according to the consumer's specific requirements, made-to-measure goods, or goods intended specifically for one consumer,
- the sale of goods that are subject to rapid quality reduction or spoilage,
- the sale of goods sealed in protective packaging that is not suitable for return due to health protection or hygiene reasons and whose protective packaging has been broken after delivery,
- the provision of accommodation services for purposes other than housing, the transportation of goods, car rental, catering services, or services related to leisure activities if the seller commits to providing these services at a specific time or within a specific period.
This means that it is not possible to withdraw from the contract for the purchase of goods that are subject to rapid spoilage, whose protective packaging has been broken (coffee, tea, jams, syrups, spreads, alcohol), and accommodation and catering services.
If the product has these defects, you can file a complaint.
More information about withdrawal from the contract is part of the General Terms and Conditions.
If you have decided to withdraw from the contract, you can use this sample form.
Sample Withdrawal Form
Fill in and send this form only if you wish to withdraw from the contract.
To the company:
Idylika s.r.o.,
J. Š. Šikuru 10644/76 036 08 Martin,
IČO: 54183731, IČ DPH: SK2121606663,
registered in the Commercial Register of the District Court Žilina, insert number: 7857/L
I hereby notify you that I am withdrawing from the purchase contract:
Order date/receipt date*:
Consumer’s name and surname:
Consumer’s address:
Date:
........................................................
Consumer’s signature (only if this form is submitted in paper form)
*Delete as appropriate.
