I. Basic provisions

  1. This Return Policy regulates the rights and obligations of the Buyer and the Operator related purchase contracts concluded through the Internet store, in particular the rights and obligations (claims) from defects in the Goods purchased by the Buyer and the procedure for claiming defective Goods.
  2. The Operator of the Internet store Koloidnestriebro.sk is the company: DASOLA, s. r. o. Bakosova 22, 841 03 Bratislava, Slovak RepublicPhone: +421 905 841 921ID No: 35 932 384Registered office: District Court Commercial Registry Bratislava I, Section: Sro, file No.: 35792/Be-mail:   info@koloidnestriebro.sk.
  3. The Buyer, for the purposes of this Return Policy, means any person who orders, or purchases Goods offered and sold by DASOLA, s. r. o. through the Koloidnestriebro.sk online shop.
  4. Goods, for the purposes of this Return Policy, are understood as any product or thing that is offered for sale through the Internet shop Koloidnestriebro.sk.
  5. By ordering the Goods, the Buyer confirms that he/she has familiarized himself/herself with the Return Policy and agrees with it.

II. Liability for defects

  1. The Operator is responsible for defects in the goods when they are taken over by the buyer.
  2. The Operator is not responsible for defects caused by:
    1.  bad service, inappropriate handling or use that is contrary to the instructions for use or the instructions and recommendations of the Operator,
    2. using or storing the Goods in unsuitable conditions, especially regarding the temperature, dustiness, or humidity of the environment, or due to direct sunlight,
    3. obvious damage to the Goods or packaging during transport (point III. 1),
    4. damage by natural elements or force majeure.
  3. The Operator rejects the claim if he finds that the cause of the defect is not the fault of the Goods, but the actions of the Buyer and/or a third party.
  4. The Operator has the right to reject the claim in cases where the claimed Product or its part is substantially contaminated or does not meet the basic requirements for hygienically safe submission of the Product to the claim process.
  5. The buyer is obliged to return the complete Goods for the claim, i.e. all its parts, even in case that only one part is defective.
  6. The warranty periods relating to the ordered Goods are stated directly in the respective warranty notices attached to the ordered Goods, or they are determined by the expiry date of the Goods, which is usually indicated on the label, or in the package leaflet for the Goods.
  7. The Buyer acknowledges that the ordered Goods will retain their positive properties only on the condition that they are used and stored correctly, on the basis of which the Buyer undertakes to read all information about the Goods found on the Goods packaging immediately after delivery of the Goods, or in the package leaflet attached to the Goods, in particular the expiry date, instructions for use, dosing method and storage of the Goods. In the event of non-compliance with the obligation set forth in this point, the Operator shall not be liable for defects in the Goods arising in connection with the breach of this obligation, nor for any damage caused to the Buyer or any third party as a result.

III. Method of handling the claim

  1.  The Buyer is obliged to inspect the package in front of the carrier upon receipt and, in case of damage to the package, immediately write a damage report with the carrier. In this case, it is recommended not to accept the shipment! The Buyer is obliged to inform the Operator about the issue by e-mail or by telephone according to the contact details given in point I. 2. If the Buyer takes over the package that was obviously damaged during transport, a later complaint may not be accepted.
  2. The Buyer is obliged to inspect the delivered Goods immediately after delivery of the ordered Goods and in the event that the delivered Goods have any defects (e.g. they are delivered in the wrong quantity, quality, are damaged, or different Goods were delivered than the Buyer ordered through the Order), the Buyer is obliged to complain about the delivered Goods in writing or in person to the Operator and to return the Goods, but no later than within 3 working days from the day on which the Buyer could inspect the delivered Goods, if the Goods have obvious defects, or within 3 working days from the day when the Buyer could find out that the goods have hidden defects.
  3. In the written complaint, the Buyer is obliged to state:
    1. name and surname of the Buyer,
    2. Order number (order ID),
    3. characteristics of the delivered and claimed Goods,
    4. state in an intelligible, specific, and unequivocal manner what is the defect of the delivered Goods
  4. The written complaint must be clearly marked as “Complaint”. If the Goods are complained about in writing, the Buyer is obliged to send the claimed Goods as a package by registered mail, to the address of the Operator according to the contact details specified in point I. 2 of the Return Policy. An invoice or other proof of purchase of the Goods and a written complaint according to the previous point 3 must be attached to the package.
  5.  If the Buyer does not claim the purchased Goods under the conditions stated in the previous points 1, 2, 3 and 4, the Buyer’s claims for defects in the goods shall cease.
  6. The Buyer has the following claims from defects in the Goods:
    1. Removal of a defect in the Goods by repairing the Goods,
    2. Removal of a defect in the Goods by delivery of the missing Good,
    3. Exchange of defective Goods for faultless Goods,
    4. Reasonable discount from the price of the Goods,
    5. Withdrawal from the Agreement.
  7. The way the complaint is handled, according to the previous point 6, is determined by the Operator, basically in order (1), (2), or (3). If, taking into account the nature of the defect, it is not expedient or possible, or it cannot be fairly demanded from the Operator, the Buyer is entitled to process the claim according to (4) or (5) at his own choice
  8. The Operator informs the Buyer about the method of dealing with the complaint according to the previous point within 3 working days from the date of receipt of the complaint, but no later than 30 days in justified cases, by e-mail delivered to the Buyer’s e-mail address specified in the Goods Order. If the Operator informs the Buyer that the claim will be settled according to (4) or (5), the Buyer has the right within a period of 5 working days to determine the choice of settlement of the claim according to one of the mentioned methods. After this period has expired in vain, the Operator will determine the method of handling the complaint within a period of 3 working days.
  9. After determining the method of processing the claim, the claim is processed immediately, in justified cases, the claim can be processed later; however, processing of the claim may not take longer than 30 days from the date of application of the claim. After the expiration of the deadline for processing the complaint, the Buyer has the right to withdraw from the Contract.
  10. The Operator will send to the e-mail address of the Buyer specified in the Order, a confirmation of the application of the complaint, without undue delay after the delivery of the complaint, but at the latest together with a confirmation of the processing of the complaint according to point 11.
  11. The Operator will send to the e-mail address of the Buyer specified in the Order, a confirmation of the processing of the complaint, within 30 days from the date of application of the complaint.
  12. The Buyer has the right to reimbursement of necessary costs incurred in connection with the exercise of rights from liability for defects, but only on the condition that the claim was justified.

This Return Policy takes effect on 11. Nov. 2020.