Return Policy

Return Policy

Return Policy of the online store (e-shop) is an integral part of the general terms and conditions

1. Only goods that were purchased from the seller and are owned by the consumer can be claimed.
2. If the buyer is a consumer (a natural person who is not acting within the scope of his business activity, employment or profession), a warranty of 24 months is provided for all offered goods, unless otherwise stated for the goods and the procedure is carried out in accordance with the Consumer Protection Act and the Civil Code and these complaint conditions. If the buyer ordered a used item and the buyer was informed about it, the warranty period is 12 months. If the buyer is not a consumer, the procedure is carried out in accordance with the provisions of the Commercial Code and the warranty period is 1 year and these complaint conditions do not apply to these complaints.
3. The warranty period begins on the day of receipt of the goods from the shipping company or directly from the seller if the buyer receives the goods in person, on the day of receipt.
4. The buyer is obliged to file a complaint with the seller immediately after discovering the defect.
5. Liability for defects does not apply to defects caused by the following use:
1. the defect occurred due to mechanical damage to the product caused by the buyer,
2. improper handling of the product, in a manner other than that specified in the instructions for use,
3. using the goods in conditions that do not correspond to the humidity, chemical and mechanical influences of the natural environment of the goods according to the instructions,
4. neglect of care and maintenance of the goods,
5. damage to goods due to excessive loading,
6. using the goods in violation of the conditions specified in the documentation, general principles, technical standards or safety regulations or other violation of the warranty conditions.

5. Defects that occurred during a natural disaster are also exempt from liability for defects.
6. Liability for defects also does not apply to normal wear and tear of the goods (or parts thereof) caused by the use of the goods. As is evident from the nature of the thing, the period of its minimum durability or the period of consumption, which may be limited to a shorter period, cannot be considered a defect. The period of minimum durability, shelf life, consumption period or similar period is stated on the goods if the goods are subject to such marking.
7. The claimed goods must be sent to our address below, but not cash on delivery or delivered in person to the contact address. The goods must be packaged appropriately to prevent damage to the goods during transport and we recommend sending the goods by registered mail, or as an insured shipment. A copy of the proof of purchase (invoice) and a description of the defect must be attached to the goods, or we recommend attaching a completed Return Form together with the proof of purchase. The claim must be sent exclusively in writing (by post) or in person (not by e-mail).
8. The seller confirms receipt of the complaint and issues the buyer with a confirmation of the claim for the goods in a suitable form. The day of the claim is considered the day of its delivery to the seller. If it is not possible to deliver the confirmation immediately, it must be delivered without undue delay, but at the latest together with the document confirming the settlement of the complaint. The confirmation of the settlement of the complaint will be sent in writing.
9. The seller is obliged to determine the method of handling the complaint immediately, in complex cases within 3 days from the date of filing the complaint. In justified cases, especially if a complex technical evaluation of the goods is required, no later than 30 days from the date of filing the complaint. After determining the method of handling the complaint, the seller will handle the complaint immediately, in justified cases the complaint may be handled later. However, the handling of the complaint may not be longer than 30 days from the date of filing the complaint. After the 30-day period for handling the complaint has expired, the buyer has the right to withdraw from the purchase contract and will be refunded the full amount for the goods or has the right to exchange the goods for a new one.
10. Buyer's rights when making a complaint:

1. if it is a defect that can be removed, the buyer has the right to have it removed free of charge, in a timely and proper manner, and this defect must be removed without undue delay,
2. The buyer may, instead of removing the defect, request the replacement of the item, or if the defect concerns only a part of the item, the replacement of the part if this does not result in unreasonable costs for the seller considering the price of the goods or the severity of the defect,
3. The seller may, instead of removing the defect, replace the defective item with a flawless item, if this does not cause serious difficulties for the buyer,
4. if it is a defect that cannot be removed and which prevents the proper use of the item, the buyer has the right to exchange the item or to withdraw from the contract. The buyer has the same right in the case of removable defects, but if the buyer cannot use the item properly due to the recurrence of the defect after repair or due to a large number of defects,
5. If there are other irremovable defects, the buyer has the right to a reasonable discount on the price of the item.
11. A complaint is considered resolved if the complaint procedure is terminated by handing over the complained goods, exchanging them or refunding the purchase price of the goods, by a written request to accept the performance or by its justified rejection.
12. A complaint is considered resolved if the complaint procedure is terminated by handing over the complained goods (replacement, repair), refunding the purchase price of the goods, providing an appropriate discount or a justified rejection. The consumer is informed of the outcome of the complaint procedure within the statutory period.
13. The integrity of the goods, or the integrity of the packaging (according to the instructions when receiving the goods) must be checked when receiving the goods, as the goods may be damaged during transport. We recommend that buyers unpack the goods and inspect them in the presence of the carrier. By signing, you declare to the courier that the packaging is undamaged.
14. These complaint conditions are an integral part of the general terms and conditions, and the seller reserves the right to change them at any time without prior notice to the seller.
15. Contact: Alla International Group sro, Myslenická 100, 902 03 Pezinok, restora@restoraglobal.com

 

FORM FOR WITHDRAWAL FROM THE PURCHASE CONTRACT

Buyer

Name and surname: ..............................................................
Street and number: .....................................................................
City: ............................................................................
Postal code: ................................................................................
Telephone: ...........................................................................
E-mail: ............................................................................

Seller

Business name: ALLA International Group sro
Street and number: Myslenická 100
City: Pezinok
Postal code: 90023
E-mail: restora@restoraglobal.sk
ID: 7362049
VAT number: 2023849399

Subject of the complaint

I hereby advertise the goods listed below with a description of the defect/defects.

I purchased the product via the e-shop:
......................................................................................

Purchase document number (invoice / cash receipt):
............................................................. Date: .....................

Claimed goods (name, quantity):
......................................................................................
......................................................................................

Description of the defect and subject of the complaint

Description of the detected defect, its symptoms and since when the defect has been occurring:
......................................................................................
......................................................................................
......................................................................................
......................................................................................

 

Requested method of handling the complaint

I propose that my complaint be handled in the following manner:
(mark with a cross):

☐ exchange of goods
☐ repair of goods
☐ refund
☐ discount on purchase price
☐ other: .............................................................................

In case of refund, please provide IBAN / SWIFT:
......................................................................................

Attachments (mark with a cross)

☐ complaint protocol
☐ goods complained about
☐ copy of proof of purchase
☐ other: .............................................................................

 

In ..................................................... on .................................

Buyer's signature: ..............................................................

Seller's statement (to be filled in by the seller)

Based on the above information, we have accepted your product complaint.
The submitted complaint will be handled in the following manner:
(mark with a cross):

☐ exchange of goods
☐ repair of goods
☐ refund
☐ discount on purchase price
☐ other: .............................................................................

☐ the complaint was not acknowledged
based on a written expert assessment dated: ....................................

Notes / other:
......................................................................................
......................................................................................

 

The complaint was received on: .....................................................

The complaint was resolved/rejected* on: ........................................

The complaint was handled by (name, surname, contact phone number / e-mail):
......................................................................................

 

If the complaint was rejected, the buyer can contact:
......................................................................................

 

Complaint number: ..................................................................

Date of sending the result of the complaint procedure:
......................................................................................