seller:

name: program health as
seat: Steinov dvor 2, 811 07 Bratislava
ID: 46 433 350
VAT number: 2023397002
Registration: Business register OS Bratislava I, section: Sa, insert number: 5436/B
IBAN: SK70 1100 0000 0029 2186 7388
phone: +421 918 888 807
e-mail: info@ioy.sk
(hereinafter referred to as "seller")

Art. 1 Introductory provisions

1.1 These general terms and conditions govern the rights and obligations of the contracting parties resulting from the purchase contract concluded between the seller and the buyer, the subject of which is the purchase and sale of goods on the seller's e-commerce website.

1.2 The supervisory authority is the Slovak Trade Inspection (SOI), SOI Inspectorate for Bratislava region, Bajkalská 21/A, PO BOX no. 5, 820 07 Bratislava, Department of Supervision, tel. no. 02/58 27 21 72, 02/58 27 21 04.

1.3 The operator of the online store publishes the list of goods that it offers to the customer and enables the customer to order the goods at the internet address: shop.yes.organic (hereinafter only "electronic shop"). These terms and conditions are tied to the purchase in the electronic store.

1.4 The contracting parties have agreed that by checking the box before sending the order to the seller, the buyer confirms that he agrees that these general terms and conditions and their terms and provisions will apply to all purchase contracts concluded on the website of the electronic store selling www.ioy. sk on the basis of which the seller will deliver the goods presented on the website in question to the buyer (hereinafter referred to as the "purchase contract") and for all relations between the seller and the buyer, arising in particular when concluding a purchase contract and claiming goods.

1.5 These general terms and conditions are an integral part of the purchase contract. In the event that the seller and the buyer enter into a written sales contract in which they agree on conditions different from the general business conditions, the provisions of the sales contract will take precedence over the general business conditions.

1.6 Information about the goods listed in the e-commerce catalog is drawn from publicly accessible sources and the manufacturer's official website. The operator of the online store reserves the right to change the information about the goods listed in the electronic store catalog without prior notice.

Art. 2 Ordering goods, order confirmation, method of concluding a purchase contract

2.1 Unless otherwise stated for the given goods, goods that are listed in the electronic catalog
the customer orders the store according to the procedure indicated in the electronic store menu.

2.2 Sending the order is not conditional on the customer's registration in the database of the online store operator.
2.3 After the order has been sent, the customer will be sent an information email with the subject "Registration of the order", which will confirm the inclusion of the order for processing. This does not yet create a sales contract between the supplier and the customer, nor does it confirm the order. If necessary, all additional information regarding the order will be sent to the specified e-mail address.
2.4 After verifying the availability of the goods and valid prices, the operator of the online store will confirm the order to the customer by email or by phone. Upon confirmation of the order, the total price of the ordered goods and services will be confirmed, along with the delivery date and other details stipulated by the legislation of the Slovak Republic. In case of finding a higher price for the goods than was stated in the e-commerce catalog, the operator of the online store has the obligation to request the customer's consent to change the price according to the current price list before confirming the order. In such a case, the buyer has the right to withdraw from the contract. By granting the customer's consent to the price change and subsequent confirmation of the order by the operator of the online store, the contractual relationship is considered concluded in accordance with the relevant provisions of the Civil Code.

2.5 In the event that the buyer does not take delivery of the goods after confirming the order by telephone or e-mail without prior written withdrawal from the contract, the seller reserves the right to assert his claim for compensation for the incurred damage in the amount of the actual costs of the attempted unsuccessful delivery of the order.

2.6 All received electronic orders are considered a draft contract and are considered binding.

2.7 The purchase contract is concluded by the seller's binding acceptance of the buyer's proposal to conclude the purchase contract.

2.8 Binding acceptance of the buyer's order by the seller is an e-mail confirmation by the seller to the buyer about the acceptance of the order after the previous acceptance of the order by the buyer and after verification of the availability of the goods, valid prices and the delivery date of the goods requested by the buyer.

2.9 The binding acceptance of the order contains data on the name and specification of the goods, the sale of which is the subject of the purchase contract, further data on the price of the goods and/or other services, data on the delivery time of the goods, the name and data on the place where the goods are to be delivered and data on the price, conditions, method and date of transportation of the goods to the agreed place of delivery of the goods for the buyer, details of the seller (business name, registered office, ID number, registration number in the commercial register, etc.) and other requirements stipulated by law.

2.10 In the case of ongoing promotions, the sale of goods on the seller's website is governed by the binding conditions of the relevant promotion in addition to these general terms and conditions. If the buyer orders goods in violation of the terms of the relevant promotion, the seller is entitled to cancel the buyer's order. The customer will be informed about the cancellation of the order by e-mail, and in case of payment of the purchase price or part of it, the funds will be returned to him within 14 days to the account specified by him, unless otherwise agreed with the seller.

Art. 3 Rights and obligations of the seller

3.1 The seller is obliged to:

• based on the order confirmed by the seller, deliver the goods to the buyer in the agreed quantity, quality and date and pack them or equip them for transport in a manner necessary for their preservation and protection,
• to ensure that the delivered goods comply with the applicable legal regulations of the Slovak Republic,
• immediately after the conclusion of the purchase contract, but at the latest together with the delivery of the goods, provide the buyer with a confirmation of the conclusion of the purchase contract on a durable medium, for example via e-mail.
• hand over to the buyer together with the goods in written or electronic form at the latest all the documents necessary for taking over and using the goods and other documents prescribed by valid legal regulations (instructions in the Slovak language, warranty card, delivery note, tax document).

3.2 The seller has the right to proper and timely payment of the purchase price from the buyer for the delivered goods.

3.3 The seller has the right to cancel the order if, due to sold-out stocks or the unavailability of the goods, he is unable to deliver the goods to the buyer within the period specified by these terms and conditions or at the price indicated in the online store, unless he agrees with the customer on alternative delivery. The customer will be informed about the cancellation of the order by phone or e-mail, and in case of payment of the purchase price or part of it, the funds will be returned to him within 14 days from the cancellation of the order to the account specified by him, unless otherwise agreed with the seller.

3.4 The seller reserves the right to verify the identity of the buyer or the person authorized to receive the goods during the personal collection of the goods at its stores, in cases where the delivery of the goods is paid for by the buyer in advance by card, through a bank transfer or through an invoice with maturity.

Art. 4 Rights and obligations of the buyer

4.1 The buyer was informed by the seller that part of the order is the obligation to pay the purchase price.

4.2 The buyer is obliged to:
• take over purchased or ordered goods,
• pay the seller the agreed purchase price within the agreed due date, including the costs of delivering the goods,
• not damage the seller's good business name,
• confirm receipt of the goods in the delivery note with your signature or the signature of a person authorized by him.

4.3 The buyer has the right to deliver the goods in the quantity, quality, date and place agreed by the contracting parties in the binding acceptance of the order.

4.4 The buyer has the right to file a complaint also through the alternative dispute resolution platform RSO (dispute resolution online), which is available online.

4.5 Alternative resolution of disputes according to point 4.4 can only be used by the buyer - a natural person who, when concluding and fulfilling the consumer contract, does not act within the scope of his business activity, employment or profession. Alternative dispute resolution applies only to a dispute between a consumer and a seller, resulting from a consumer contract or related to a consumer contract. Alternative dispute resolution applies only to contracts concluded at a distance. Alternative dispute resolution (ARS) does not apply to disputes where the value of the dispute does not exceed the amount of EUR 20 including VAT. The ARS entity may demand payment of a fee for starting an alternative dispute resolution from the consumer, up to a maximum of EUR 5 including VAT.

4.6 A more detailed regulation of the ARS is contained in Act no. 391/2015 Coll. on alternative resolution of consumer disputes, as amended, and Regulation of the European Parliament and the EU Council no. 524/2013 and Act no. 102/2014 Coll. on consumer protection when selling goods at a distance or providing services based on a contract concluded at a distance, as amended.

4.7 The relevant entity for alternative resolution of consumer disputes with the seller program health as is the Slovak Trade Inspection Bajkalská 21/A, POBOX 29, 827 99 Bratislava 27, www.soi.sk or another relevant authorized legal entity registered in the list of entities for alternative dispute resolution maintained by the Ministry economy of the Slovak Republic (the list is available at http://www.mhsr.sk); the consumer has the right to choose which of the listed entities of alternative resolution of consumer disputes to turn to.

Art. 5 Delivery and payment terms

5.1. The goods are sold according to the displayed samples, catalogs, type sheets and sample books of the seller located on the website of the seller's electronic store.
5.2 After the invoice is issued, the goods will be sent to the customer, if he ordered this service. The seller sends together with the goods a tax document - an invoice, possibly also a delivery note and a warranty certificate if it is delivered together with the goods).

5.3 Unless otherwise agreed, the operator undertakes to deliver the goods within 30 days from the email confirmation of the order to the customer. If the operator has not fulfilled his obligation to deliver the thing within the period according to the first sentence, the buyer will invite him to deliver the thing within the additional reasonable period provided by him. If the seller does not deliver the item even within this additional reasonable period, the buyer is entitled to withdraw from the contract.

5.4 If the shipment is delivered by a courier company, it is necessary for the buyer to visually check the shipment. If the customer discovers that the shipment is incomplete or damaged, it is better to make a note of it with the delivery person. The customer is obliged to completely unpack the goods at home immediately after receiving the shipment and check whether it is mechanically damaged. In the event of mechanical damage, he undertakes to immediately inform the operator, who will agree on the next procedure with him. Later claims of mechanical damage will only be accepted if the buyer proves that the goods already had the claimed defects at the time of receipt from the delivery person. If the delivered shipment is visibly damaged, the customer does not sign the delivery note to the delivery person until you have checked the goods under the packaging in his presence. In the event of damage to the goods, document the damage (preferably with a photo), write a complaint with the delivery person and immediately inform the operator of this fact.

5.5 If the buyer unreasonably refuses to accept and pay for the goods properly delivered by cash on delivery without prior written withdrawal from the contract, the operator of the online store is entitled to claim compensation for the incurred damage in the amount of the actual costs of attempting to deliver the goods (the price charged by the delivery person).

5.6 The place of performance of the contract (delivery of goods) means the registered office (residence), place of business of the buyer or other place of delivery specified by the buyer, which is indicated in the information about the customer when ordering the goods. The goods can be delivered by the operator using the services of third parties (delivery service). In the event that the buyer, without prior written withdrawal from the contract, does not take over the goods within 7 days after the expiration of the period specified in the purchase contract, the binding acceptance gives the seller the right to apply for compensation for the incurred damage in the amount of the actual costs of the attempted unsuccessful delivery of the order. After 14 days have passed since the day when the buyer was obliged to take over the goods, the seller is entitled to withdraw from the purchase contract and sell the goods to a third party.

5.7 In the event that the seller delivers the goods to the buyer to the place specified by the buyer in the purchase contract, the buyer is obliged to take over the goods personally or to ensure that the goods are taken over by a person whom he authorizes in the event of his absence to take over the goods specified in the purchase contract and to sign the delivery protocol and delivery of goods. The third party authorized to take over the goods specified in the purchase contract is obliged to submit to the seller the original or a copy of the purchase contract and the proof of payment for the goods and a written authorization. If it is necessary to repeat the delivery of the goods due to the absence of the buyer at the place specified in the purchase contract, all costs incurred in this case shall be paid by the buyer.

5.8 The seller is entitled to invite the buyer to take over the goods before the expiration of the period agreed in the purchase contract.

5.9 The delivery of the goods is carried out by handing them over to the buyer at the agreed place.

5.10. The buyer is entitled to withdraw from the purchase contract if the seller does not deliver the goods within the period specified in the point of this article, and the seller is obliged to return to the buyer the already paid part of the purchase price within 14 days from the delivery of the withdrawal from the purchase contract by cashless transfer to the buyer's account designated by the buyer.

5.11 The buyer is obliged to pay the seller the purchase price, including the costs of delivery of the goods in cash, or by payment card when taking over the goods in person, cash on delivery at the place of delivery of the goods or by non-cash transfer to the seller's account, indicated in the order acceptance or on the seller's website at the time before taking over the goods. The buyer can also use the option of a consumer installment loan.

5.12 When paying on cash on delivery, in addition to the price of the goods, the customer is also charged a surcharge according to the current price list of transport. The customer will pay the total cash on delivery payment in full to the courier upon receiving the shipment.

5.13 In the case of payment by bank transfer, the customer shall make the payment immediately after confirmation of the order, but no later than within 3 calendar days. Unless otherwise expressly agreed by the parties in a specific case, the purchased goods will be shipped only after payment of their price, which means crediting the entire price of the goods, including any surcharge for transportation, to the account of the online store operator. If the payment is not credited to the online store operator's account within three calendar days from the confirmation of the order, he has the right to cancel the order in question.

5.14 In the event that the contracting parties are entitled to a mutual return of the services provided, they shall settle these obligations within 14 days from the creation of the right to return the services, i.e. from the valid withdrawal from the purchase contract.

Art. 6 Purchase price, postage and packaging

6.1 The buyer is obliged to pay the seller the purchase price of the goods agreed in the purchase contract and/or according to the seller's price list valid at the time of the conclusion of the purchase contract, including the costs of delivery of the goods (hereinafter referred to as the "purchase price").

6.2 If the buyer pays the seller the purchase price by non-cash transfer, the date of payment is considered the day when the entire purchase price was credited to the seller's account.

6.3 Unless otherwise expressly agreed by the parties in a specific case, the buyer is obliged to pay the seller the purchase price for the agreed goods within the period according to the purchase contract, but at the latest upon taking over the goods.

6.4 If the buyer pays the seller the purchase price for the goods agreed in the purchase contract, the buyer is entitled to withdraw from the purchase contract and demand the return of the purchase price only in accordance with the applicable legal regulations of the Slovak Republic and these General Terms and Conditions.

6.5 The price of the goods includes recycling fees. In some cases, the price does not include the cost of delivering the ordered goods to the destination, which is provided as an additional service (these cases are specified in the transport price list published on the website www.ioy.sk). All promotions are valid while stocks last, unless otherwise stated for a specific product.

6.6 Before confirming the order, the operator may change the price of the goods listed in the e-commerce catalog for orders of all products in the event of a change in legislation, a change in currency rates, a significant increase in inflation and a change in prices from manufacturers or suppliers of goods, or if he finds that the given price has been incorrectly stated . The operator of the online store is obliged to inform the customer about this fact. Before confirming the order, the operator of the online store is obliged to ask the customer for consent to change the price according to the current price list. In such a case, the buyer has the right to withdraw from the contract.

Art. 7 Acquisition of ownership and transfer of risk of damage to goods

7.1. Upon receipt of the goods at the agreed place, ownership of the goods passes to the buyer. A buyer who does not meet the definition of a consumer specified in § 2 letter a) of Act no. 250/2007 Coll. on consumer protection and on the amendment of Act no. 372/1990 Coll. on offenses as amended, acquires ownership of the goods only upon full payment of the entire purchase price for the goods.

7.2. The risk of damage to the goods passes to the buyer at the time when the buyer or a third person authorized by the buyer takes over the goods from the seller or his representative, who is authorized to deliver the goods, or when he does not do so in time, then at the time when the seller allows him to handle the goods and the buyer will not take over.

Art. 8 Binding by offer, order cancellation, return of goods

8.1 The operator is bound by the offer, including the price of the goods, from the confirmation of the order by electronic message to the expiration of the delivery deadline agreed with the customer.

8.2 The buyer acknowledges that in the event that the buyer orders goods at a price published by mistake due to an error in the internal information system, the operator is entitled to withdraw from the purchase contract, even after the buyer has received an e-mail confirming his order. In such a case, the operator informs the buyer about such a fact. Examples of when an erroneously published price may occur are mainly the following:
• the price of the goods is incorrect at first glance (e.g. it does not take into account the purchase price);
• the price of the goods is missing or has one or more extra digits;
• the discount on the goods exceeds more than 50%, without the goods being part of a special marketing campaign or sale marked with a special symbol.

8.3 In the event that the buyer does not take delivery of the goods after confirming the order by telephone or e-mail without prior written withdrawal from the contract, the seller reserves the right to assert his claim for compensation for the incurred damage in the amount of the actual costs of the attempted unsuccessful delivery of the order.

8.4 If the customer cancels the order, or withdraws from the contract due to non-compliance with the published price or delivery time by the operator of the online store, he will not be charged a cancellation fee and the paid deposit or the entire amount will be returned to him within 14 calendar days from the date of delivery of the notice of withdrawal from the contract (order cancellation) by non-cash transfer to a bank account the account specified by the buyer, unless they agree otherwise.

8.5 The customer can cancel the order in accordance with these terms and conditions by sending a request to the e-mail address of the operator or in person at the address of the seller's headquarters.

8.6 The operator of the online store has the right to cancel the order if, due to the sold-out or unavailability of the goods, even after making all the efforts that can be fairly required of him, he is unable to deliver the goods to the customer within the period determined by these terms and conditions or at the price stated in the electronic store , unless otherwise agreed with the customer.

8.7 The operator of the online store has the right to cancel the order even if he cannot contact the customer - by phone or e-mail (within 14 working days from the receipt of the electronic order from the customer or from its confirmation).

8.8 The customer will be verifiably informed about the cancellation of the order by phone or email.

8.9 In the event that the buyer has already paid part or all of the purchase price for the canceled order for the goods, this amount will be returned to him within 14 calendar days from the date of delivery of the notice of withdrawal from the contract (cancellation of the order), by cashless transfer to the account designated by him.

8.10 Only unused, undamaged and, if possible, in the original packaging can be returned.

8.11 If the conditions for returning goods are met, the buyer will be refunded the entire amount he paid for the goods.

Art. 9 Processing of personal data

9.1 The contracting parties have agreed that, for the purpose of proper equipment and delivery of the order, if the buyer is a natural person, he is obliged to inform the seller of his name and surname, address of permanent residence including zip code, telephone number and e-mail address in the order.

9.2 The processing of personal data is the subject of the document Personal data protection conditions, which form part of these General Terms and Conditions and are published on the seller's website www.ioy.sk.

Art. 10 Withdrawal from the purchase contract

10.1 The customer has the right to withdraw from the purchase contract under the conditions regulated by Act no. 102/2014 Coll. on consumer protection when selling goods or providing services on the basis of a contract concluded at a distance or a contract concluded outside the seller's premises and on the amendment of certain laws, within 14 days from the date of receipt of the goods. The goods are considered to be taken over by the buyer at the moment when the buyer or a third party designated by him, with the exception of the delivery person, takes over all parts of the ordered goods.

10.2 The customer - consumer has the right to unpack and test the goods within this period in a similar way as is usual when buying in a classic "brick and mortar" store. However, testing does not mean starting to use the product and then returning it to the seller. Adequate care of the goods must be maintained.

10.3 The customer is obliged to send the returned goods to the seller complete and undamaged without obvious signs of unreasonable or excessive use. The goods will be returned with all accessories. The customer must send the goods back in their original packaging, unused and undamaged, including accessories (original tax receipt for the purchase) to the address of the seller's business: Steinov dvor 2, 811 07 Bratislava.

10.4 Unless the operator of the online store and the customer agree otherwise, the customer cannot withdraw from the contract, the subject of which is
• sale of goods made according to the special requirements of the consumer, goods made to measure or goods intended specifically for one consumer,
• sale of goods that are subject to rapid deterioration or deterioration,
• sale of goods enclosed in protective packaging, which are not suitable for return due to health protection or hygiene reasons (e.g. creams, etc.) and whose protective packaging was broken after delivery,
• sale of goods which, due to their nature, may be inseparably mixed with other goods after delivery.

10.5 In the event of a valid and effective withdrawal from the contract, the operator of the online store will return the paid purchase price to the customer without undue delay, no later than 14 days from the date of delivery of the notice of withdrawal from the contract by transfer to the account designated by him or by postal order. If the returned goods are incomplete, damaged, or in a state where it is obvious that the customer has not taken reasonable care, or excessive and unreasonable wear and tear on the product by the customer, the customer is obliged to reimburse the operator for the costs incurred in restoring the product to its original condition.

10.6 The customer shall exercise his right to withdraw from the contract in writing at the address of the company's headquarters or by e-mail at the address: info@ioy.sk.

10.7 The seller is entitled to withdraw from the purchase contract due to the stock being sold out, the unavailability of the goods, or if the manufacturer, importer or supplier of the goods agreed in the purchase contract stopped production or made such serious changes that made it impossible to fulfill the seller's obligations arising from the purchase contract or for reasons of higher power, or if, even after making all the efforts that can be fairly required of him, he is not able to deliver the goods to the customer within the period determined by these terms and conditions or at the price stated in the online store. The seller is obliged to immediately inform the buyer about this fact and to return to him the already paid deposit for the goods agreed in the purchase contract within 14 days from the notification of withdrawal from the contract by transfer to the account designated by the buyer.

10.8 Before sending the order, the buyer will be asked to confirm by checking the box before sending the order that the seller has informed him in a sufficient, understandable and unmistakable way:
• your identification data, which are listed in Art. 1 of these terms and conditions,
• identification data of the third party, which is the company that will deliver the ordered goods to the buyer in such a way that these data are listed in the acceptance,
• the purpose of processing personal data, which is the conclusion of a purchase contract between the seller and the buyer,
• that it will process the buyer's personal data in the scope of first and last name, address of permanent residence including zip code, telephone number and e-mail address, if the buyer is a natural person and in the scope of business name, registered office address including zip code, social security number, telephone number and e-mail address if the buyer is legal entity,
• that the buyer is obliged to provide the required personal data.
10.9 The contract withdrawal form is published on the seller's website www.ioy.sk.

10.10 If the buyer withdraws from the purchase contract, any additional contract related to the contract from which the buyer withdrew is also canceled from the beginning.

10.11 The buyer may withdraw from the purchase contract, the subject of which is the delivery of goods, even before the expiry of the withdrawal period. The withdrawal period is preserved if the buyer sends a notice of exercise of the right to withdraw from the contract before the withdrawal period expires.

10.12 After withdrawing from the purchase contract, the seller will return to the buyer all payments that the buyer has demonstrably made in connection with the conclusion of the purchase contract. However, the seller is not obliged to reimburse the buyer for additional costs if the buyer has chosen a different delivery method than the cheapest common delivery method offered by the seller. Additional costs mean the difference between the delivery costs chosen by the buyer and the costs of the cheapest common delivery method offered by the seller. Payments will be returned to the buyer within 14 days from the day the seller receives the buyer's notice of withdrawal from the purchase contract. Payment will be made in the same way that the buyer used when paying the seller, unless the buyer has agreed with the seller on another payment method.

10.13 The seller is not obliged to return all payments to the buyer according to point 10.12 of these General Terms and Conditions before the goods from the buyer have been delivered to him or until the buyer proves that the goods have been sent back to the seller. Payment for the purchased goods will therefore be paid by the seller to the buyer only after the goods have been delivered back to the address of the seller's registered office.

10.14 In the event that the buyer withdraws from the contract and delivers goods to the seller that are used and are damaged or incomplete, or the value of the goods in question is reduced as a result of such handling of the goods that goes beyond the treatment necessary to determine the properties and functionality of the goods, the seller has claim against the buyer for damages in the amount of the value of repairing the goods and returning the goods to their original condition or the claimant has the right to demand reimbursement from the consumer for the reduction in the value of the goods.

10.15 The buyer is obliged to send back or hand over to the seller the goods together with the accessories, including the original tax receipt for the purchase, if possible in the original packaging, no later than 14 days from the date of withdrawal from the contract.

10.16 When withdrawing from the contract, the buyer bears the direct costs of returning the goods to the seller or a person authorized by the seller to take over the goods. According to the available information, the expected estimate of these costs depends on the size, weight of the goods, the distance from where the goods are returned and the prices at which the selected carrier provides its services to the buyer in the amount of 5 to 50 EUR.

10.17 In the event that the buyer fails to fulfill any of the obligations specified in these conditions, the withdrawal from the purchase contract is not valid and effective, and the seller is not obliged to return all demonstrable payments according to point 10.12 of these General Terms and Conditions to the buyer, and at the same time is entitled to reimbursement of costs associated with by sending the goods back to the buyer.

10.18 If you purchased the goods as a buyer as an entrepreneur: a legal entity or a natural person, the right to withdraw from the contract does not arise in that case. In such a case, the regime of withdrawal from the contract is governed by the Commercial Code.

Art. 11 Complaints procedure

11.1 If the items are not perishable or used items, the seller is responsible for defects that occur after receiving the item during the warranty period (warranty). The warranty period is 24 months. If the period for use is marked on the sold item, its packaging or the instructions attached to it, the warranty period does not end before the expiry of this period.

11.2 The buyer makes a complaint in writing, by e-mail at info@ioy.sk or in person at the point of sale at Steinov dvor 2, 811 07 Bratislava. The warranty period runs from the day of receipt of the goods.

11.3 The seller is responsible for defects found on the sold goods upon acceptance by the buyer and for defects that occur after acceptance and use of the goods during the warranty period.

11.4 The seller is not responsible for defects caused mainly by mechanical damage, an unavoidable event - a natural disaster, improper handling - contrary to the instructions for use and the usual way of use.

11.5 The seller will determine the method of handling the complaint immediately, in complex cases no later than 3 working days from the day of the complaint, in justified cases, especially if a complex technical evaluation of the condition of the goods is required, no later than 30 days from the day of the complaint. The handling of the claim will be notified to the buyer by telephone or in writing by e-mail. The processing of the claim must not take longer than 30 days from the date of delivery of the claimed goods to the seller. After the expiry of the deadline for processing the complaint, the buyer has the right to withdraw from the purchase contract or has the right to exchange the goods for new goods. The complaint can be handled by handing over the repaired goods, exchanging the goods, returning the purchase price of the goods, paying an appropriate discount on the price of the goods, a written invitation to take over the performance or justifying it by refusing it.

11.6 If the buyer makes a complaint about the goods within the first 12 months from the purchase, the seller can handle the complaint by rejecting it only on the basis of a professional assessment; regardless of the result of the expert assessment, the buyer cannot be required to pay the costs of the expert assessment or other costs related to the expert assessment.

11.7 If the buyer makes a complaint about the goods after 12 months from the purchase and the seller rejects it, the person who dealt with the complaint is obliged to indicate in the complaint processing document to whom the buyer can send the goods for expert assessment. If the goods are sent for expert assessment to a designated person, the costs of the expert assessment, as well as all other related costs, are borne by the seller, regardless of the result of the expert assessment. If the buyer proves the seller's responsibility for the defect through a professional assessment, he can apply the claim again; the warranty period does not expire during the performance of the expert assessment. The seller is obliged to reimburse the buyer within 14 days from the date of re-application of the claim all costs incurred for the expert assessment, as well as all related costs incurred purposefully. A renewed claim cannot be rejected.

11.8 When making a claim, the seller is obliged to issue a confirmation to the buyer as well as to issue a written document confirming the claim no later than 30 days from the date of making the claim. The buyer will be informed about the result of the claim immediately after the end of the claim procedure by e-mail or by phone and at the same time a copy of the complaint protocol will be delivered to him via e-mail, respectively together with the goods. The seller is obliged to provide the buyer with a copy of the expert assessment justifying the rejection of the claim no later than 14 days from the day the claim was processed.

11.9 If the buyer is not satisfied with the way in which the seller handled his complaint or if he believes that the seller has violated his rights, he has the opportunity to contact the seller with a request for correction. If the seller responds negatively to the request for correction or does not respond to it within 30 days from the date of its sending, the buyer has the right to submit a proposal to start an alternative solution to his dispute and has the right to proceed in accordance with points 4.5 to 4.7. these conditions.

Art. 12 Final Provisions

12.1. The seller reserves the right to change these General Terms and Conditions. The obligation to notify a change in these General Terms and Conditions is fulfilled by placing it on the seller's e-commerce website.

12.2. If the purchase contract is concluded in written form, any change to it must be in written form.

12.3. In case of doubt, the contracting parties have agreed that the period of use is considered to be the period from the delivery of the goods to the buyer (including the day of delivery) to the day of the return of the goods to the seller, or by handing over the goods to the courier service for the purpose of transporting them to the seller.

12.4. The contracting parties have agreed that communication between them will be carried out mainly in the form of e-mail messages, or by mail or by phone.

12.5. Purchase contracts concluded through electronic commerce are governed by the relevant provisions of Act No. 22/2004 Coll. on electronic commerce, Act no. 250/2007 Coll. on consumer protection, Act no. 102/2014 Coll. on consumer protection in the sale of goods or provision of services on the basis of a contract concluded at a distance or a contract concluded outside the seller's premises and on the amendment and supplementation of certain laws, as well as Act no. 40/1964 Coll. The Civil Code and these General Terms and Conditions governing the details of their conclusion and implementation. All contractual relations between the seller and the buyer are concluded in accordance with the legal order of the Slovak Republic. In the event that the consumer is not a party to the contract, legal relations not regulated by these General Terms and Conditions are governed by Act No. 513/1991 Coll. Commercial Code, as amended.

12.6. These general terms and conditions become effective against the buyer upon sending the electronic order by the buyer.

12.7. By checking the box before sending the order, the buyer confirms that he has read these General Terms and Conditions, including the Terms of Personal Data Protection, which are part of them, understood their content and agrees with them in their entirety.