Refund & Returns Policy

Claims or what to do with defective goods

All terms and procedures in the event of product complaints are governed by the Refund & Returns Policy, which forms an integral part of the T&C.

If you sell or give away (or otherwise transfer ownership of) the purchased goods, you and the new owner must inform us of this fact. If you fail to do so, we will treat you, as the original buyer, as the owner of the goods.

What constitutes a defective product?

A product is considered defective if it does not have the agreed-upon properties. A defect is also considered to be a fulfillment consisting of the delivery of other goods and also a defect in the documents necessary for the use of the goods. Your right arising from defective performance is based on a defect that the goods have at the time of the transfer of risk of damage to you as the buyer, even if it manifests itself only later. Your right also arises from a defect that arises later and that Feketeleves could have caused by breaching its obligation.

You are not entitled to the right to claim defective performance if you knew before taking possession of the goods that have a defect, or if you caused the defect yourself. If the goods have a defect, we are obliged, and if it is the goods sold at a lower price or a used goods, you have the right to either exchange the goods or receive a reasonable discount.

Transfer of risk of damage

As the buyer, inspect the goods as soon as possible after the transfer of risk of damage to the goods and, if possible, check the properties and quantity of the delivered goods. You are obliged to inform us without undue delay of any defects and deficiencies you may find.

The risk of damage passes to you as the buyer upon taking over the goods. The same effect has if you do not take over the goods, although we have allowed you to handle them.

Damage to the goods that occurs after the transfer of risk of damage to you does not affect your obligation to pay the purchase price. You do not have to pay the purchase price only if the damage was caused by our breach of duty. Our right to sell the goods after prior notice in an appropriate manner arises from your delay in taking over the goods, after we have granted you an additional reasonable period for taking over the goods. This applies even if you are delayed in payment, upon which the delivery of the goods is conditional.

Seller’s liability

We are responsible for ensuring that the goods are free from defects upon delivery. Specifically, we are responsible for ensuring that at the time you take delivery of the goods: it has the qualities we agreed upon; and if there is no such agreement, that the goods have the qualities we or the manufacturer describe, or that you expect given the nature of the goods and based on any advertising we or the manufacturer have done;

• it is fit for the purpose for which we indicate it is intended, or for which goods of that kind are commonly used
• it is in the appropriate quantity, size, or weight
• it complies with the requirements of the law.

If a defect appears within warranty period, it is presumed that the goods were defective at the time of delivery.

You are entitled to assert your right from a defect that occurs in consumer goods within twenty-four months of taking over, unless otherwise stated, however this does not apply to:

• goods sold at a lower price for a defect for which the lower price was agreed upon
• wear and tear of goods caused by their normal use
• in the case of used goods, for a defect corresponding to the degree of wear and tear that the goods had at the time of taking over
• if it arises from the nature of the goods.

In the case of consumer goods (e.g., coffee, coffee water, etc.), you are entitled to assert a right to defects within twenty-four (24) months, unless the goods are marked with an expiration date, in which case the period is shortened to the date indicated on the packaging.

Asserting rights from defective performance for gifts

If a gift is provided together with the goods, the right to claim defects within 24 months applies only to the sold goods, not to the accompanying gift. For such gifts, you can only assert rights for defective performance within 14 days from the date of receiving the goods.

If you are purchasing as an entrepreneur (i.e., purchase on a business identification number), you are not entitled to claim rights for defective performance regarding the gift. Gifts are a gesture towards the buyer, not a subject of business.

Substantial breach of contract

If a defect occurs within the specified period and if the defective performance constitutes a substantial breach of contract, you have the right to:

• request the elimination of the defect by delivering new goods without defects or by supplying the missing goods, unless it is disproportionate considering the nature of the defect but if the defect concerns only a part of the goods, you may only demand the replacement of this part. If this is not possible, you may withdraw from the contract. If, however, it is disproportionate considering the nature of the defect, especially if the defect can be removed without undue delay, you have the right to free defect removal
• request the elimination of the defect by repairing the goods
• demand a reasonable price reduction
• withdraw from the contract.

As a buyer, you are obligated to notify us of the right you have chosen when reporting the defect or without undue delay after reporting the defect. You cannot change your choice without our consent; however, this does not apply if you requested the repair of a defect that proves to be irreparable. If we do not remove the defects within a reasonable period or if we notify you that we will not remove the defects, you may demand, instead of defect removal, a reasonable price reduction, or you may withdraw from the contract. If you do not choose your right in time, you have rights as in the case of a non-material breach of contract – see below. As a consumer, you have the right to a reasonable price reduction even if we cannot deliver new defect-free goods, replace its part, or repair the goods, as well as if we do not rectify the goods in a reasonable time, or if rectification would cause you significant difficulties.

Insubstantial breach of contract

If the defective performance is considered an immaterial breach of contract, you have the right to remedy the defect or to receive a reasonable discount from the purchase price. If you do not claim the right to a discount from the purchase price or do not withdraw from the contract, we may supply what is missing or remove the legal defect. Other defects may be removed at our discretion by repairing the goods or supplying new goods. If we do not remove the defect in the goods in time or if we refuse to remove the defect, you may demand a discount from the purchase price, or you may withdraw from the contract. You cannot change the choice made without our consent.

Breach of contract in general

You also have the right to demand delivery of new goods or replacement of parts in the case of a removable defect if you cannot properly use the goods due to the repeated occurrence of the defect after repair (third complaint of the same defect) or due to a greater number of defects (at least 3 defects simultaneously). In such a case, as a consumer, you also have the right to withdraw from the contract.

When new goods are delivered, you must return the originally delivered goods at your own expense (including all supplied accessories).

If you do not notify us of the defect without undue delay after you could have detected it through timely inspection and proper care, the court will not grant you the right to defective performance. The same applies to hidden defects; if the defect was not reported without undue delay after it could have been detected with sufficient care, but no later than two years after the goods were handed over.

Warranty for quality

By way of a warranty for quality, we undertake that the goods will be suitable for normal use for a certain period of time or that they will retain their normal properties. These effects also apply to the specification of the warranty period or the period of use of the goods on the packaging or in advertising. The warranty may also be granted for an individual component of the goods.

The warranty period runs from the date of handover of the goods to you; if the goods were sent according to the contract, it runs from the date of delivery of the goods to the place of destination. If the purchased goods are to be put into operation by someone other than us, the warranty period runs only from the day the goods are put into operation, if you ordered the putting into operation from us together with the goods or at the latest within three weeks of receiving the goods, and you provided the necessary cooperation for the service to be performed properly and on time.

You do not have the right to a warranty if the defect was caused by an external event after the transfer of risk of damage to the goods to you.

Withdrawal from the contract

When withdrawing from a contract for a device that contains your personal data, we recommend that you back up your data and then delete it from the device (if possible).

For information on how refunds are processed when withdrawing from a contract, please see below.

I am a consumer

If you are a consumer (i.e., it is not an order „for the company” or an order in which you provided your identification number), you have the right to withdraw from the contract and request a refund within fourteen days.

• For a purchase contract, the 14-day period runs from the date of receipt of the goods.
• For a contract involving several types of goods or delivery of several parts, the period runs for 14 days from the date of receipt of the last delivery of the goods.
• For a regular recurring delivery of goods, the 14-day period runs from the date of receipt of the first delivery of goods.

How can you withdraw from the contract?

The ways of withdrawal are sorted for you according to the speed of processing and your comfort in entering them:

How and when you must return goods

Once you withdraw from the contract, you must return the goods to us without undue delay, no later than 14 days from the withdrawal from the contract itself. You return the goods at your own expense, which will not be reimbursed to you. The goods should be undamaged, unused, and clean, including all accessories received with them. If possible, the goods should be returned in the original packaging.

When you cannot withdraw from the contract

If it concerns food-grade goods (coffee, coffee water), you may only withdraw from the contract if the original packaging is not broken, or if there is another hygienic covering protecting the goods themselves.

You also cannot withdraw from the contract in the case of services provided for a fee if we have provided them within 14 days of ordering such a service. Another case where you cannot withdraw from the contract is for goods that we have modified in any way based on your personal requests.

Other cases where withdrawal from the contract is not possible

• You cannot withdraw from the contract for goods that are subject to rapid deterioration or have a short shelf life, or that have been irrevocably mixed with other goods after delivery.
• You cannot withdraw from the contract for repairs or maintenance at a place of your choice at your request. This applies primarily to cases of appliance repairs, etc.
• You cannot withdraw from the contract for the transportation of goods, as it is provided for a specific period of time.

What if you return goods that are damaged, scratched, or otherwise used?

If you return goods damaged, scratched, or showing signs of wear and tear, or if there has been a decrease in the value of the goods due to handling them differently than necessary considering their nature and characteristics, we reserve the right to reduce the refunded purchase price of the goods by an amount corresponding to such wear and tear. In such cases, the damage will be assessed, and your refunded purchase price will be reduced accordingly.

How will we refund your money?

The money will be refunded to you without undue delay, no later than 14 days from the withdrawal from the contract, using the same method as the original payment. However, we are not obligated to refund you until you return the goods. You also have the right to a refund of the expenses incurred for the delivery of the goods when ordering, but only up to the amount equivalent to the cheapest offered method of delivery on Feketeleves. If you are withdrawing from a distance contract, you are also entitled to the reimbursement of the return costs for goods that, due to their nature, cannot be returned by post.

What if gifts were included with the goods?

If you have received gifts from Feketeleves in connection with the purchase of goods and you have utilized the option to withdraw from the contract within 14 days, you must return the provided gifts to us along with the goods, including everything you have enriched yourself with. If you fail to return the provided gifts, it will be considered unjust enrichment. If the return of the gift is not possible, we have the right to a monetary compensation equal to the usual price of the gift. Additionally, in the event of withdrawal from the gift contract, the purchase contract does not cease, and the contracts are assessed separately.

In the event of withdrawal from a service contract where the provision of services has already begun, you must pay us a proportional part of the price despite withdrawal.

I am an entrepreneur

We primarily engage in retail sales, meaning we primarily supply goods to individual consumers as end customers. Therefore, we expressly reserve the right to cancel your order if the quantity of ordered goods exceeds the quantity of regular consumption for the needs of individual consumers as end customers, for the purpose of serving as many individual customers as possible. In such cases, Feketeleves will notify you via e-mail of the cancellation of the order and refund the purchase price already paid.

As a retail seller, we do not bear responsibility for the further resale of our products and for any resulting loss of profit.

In which cases can Feketeleves withdraw from the contract?

Withdrawal by Feketeleves in case of pricing error

In the event of incorrect pricing of goods, as described above, Feketeleves has the right to withdraw from the contract. In such a case, Feketeleves will cancel the order or provide other notification clearly indicating that Feketeleves is withdrawing from the contract.

If you have already paid a portion of the purchase price of the goods, this amount will be refunded to you in the same way no later than 14 days from the day following Feketeleves’s withdrawal from the contract.

Withdrawal by Feketeleves in case of purchase of goods for a specific customer group

Please note that some goods may be available only to a specific group of customers. In such cases, this information is clearly and understandably stated on the product itself or in its description. If you order goods and do not fall under such a group of customers, Feketeleves has the right to withdraw from the contract.

Complaints and disputes with Feketeleves

We want you to be satisfied with Feketeleves. And if we fail in something, we will face the situation head-on. Even though the customer is our top priority, unfortunately, even with the best functioning, we cannot rule out exceptional mistakes by our employees. To resolve your complaint as quickly as possible, we have an internal process in place to quickly investigate our customers’ complaints.

Step 1

Customer hotline (Monday – Friday 9:00 – 18:00): +421 910 993 301 or electronically through our contact form .

Step 2

If we do not resolve the complaint to your satisfaction, it is possible to settle these disputes out of court. In such a case, as a consumer (not applicable to purchases made with an identification number), you can contact an alternative dispute resolution entity, such as the Slovak Trade Inspection or resolve the dispute online through a designated platform.

Payment, refunds, billing details

On our e-shop, it is possible to pay by card. Feketeleves reserves the right to offer the Buyer only selected payment methods at its discretion.

Until the full payment of the purchase price, the goods remain the property of Feketeleves (so-called reservation of ownership).

Unfortunately, invoice details cannot be changed after the order has been placed.

Refunds in case of withdrawal from the contract

If you withdraw from the contract or your money is refunded for another reason, we will refund the money to you in the same way we received it from you. However, if the money cannot be refunded in the same way, for example, if your payment card has expired, you are responsible for the correctness of the information you provide to us for the refund. You are also responsible for the correctness of the information if we have agreed to your request and refund the money in another way.

The Refund & Returns Policy, including all its parts, is valid and effective from 01-DEC-2024.