Returns & refunds

Integral Part of the General Terms and Conditions

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Claims can only be made for goods purchased from the seller and owned by the buyer.

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If the ownership has not yet transferred from the seller to the buyer, the seller, in accordance with applicable legislation, reserves the right to handle the claim only after full payment has been made, as per Section § 151a et seq. of the Civil Code.

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If the buyer is a consumer (a natural person who does not act within the scope of their business activity, employment, or profession), a warranty of 24 months is provided for all offered goods unless otherwise stated. Claims will be processed in accordance with the Consumer Protection Act, the Civil Code, and these complaint conditions. If the buyer is not a consumer, the Commercial Code provisions apply, and the warranty period is 1 year unless otherwise stated. These complaint conditions do not apply to claims made in this case. The warranty period begins on the day the goods are received from the shipping company or directly from the seller if the buyer picks up the goods in person on the day of receipt.

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The buyer is required to file a claim immediately with the seller upon discovering a defect.

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The seller is not responsible for defects caused by the following usage:

     a. The defect occurred due to mechanical damage caused by the buyer,

     b. Incorrect handling of the product in a manner not described in the user manual,

     c. Use of the product in conditions that do not match its intended natural environment in terms of humidity, chemical, and mechanical influences,

     d. Neglect of care and maintenance of the product,

     e. Damage caused by excessive load on the product,

     f. Use of the product contrary to the conditions outlined in the documentation, general principles, technical standards, or safety regulations, or any other breach of warranty conditions.

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The seller is also not liable for defects caused by natural disasters.

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The seller is also not responsible for normal wear and tear of the product (or its parts) caused by its use. A shorter lifespan of the product cannot be considered a defect and cannot be claimed.

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The defective goods must be sent to our address listed below, but not via cash on delivery or delivered in person to the contact address. The goods should be appropriately packed to prevent damage during transport, and we recommend sending them by registered mail or as an insured parcel. A copy of the purchase document (invoice) and a description of the defect should accompany the goods. Claims must be submitted in writing (via mail) or in person (not via email). We recommend using the refund form.

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The seller will acknowledge receipt of the claim and issue a confirmation of the claim in an appropriate form. The day of filing the claim is considered the day it is delivered to the seller. If the confirmation cannot be delivered immediately, it must be sent without unnecessary delay, but no later than with the document regarding the resolution of the claim. The confirmation of the resolution will be sent in writing.

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The seller must determine how to resolve the claim immediately, or in complex cases, within 3 days from the day the claim is filed. In justified cases, especially when a complex technical assessment of the goods is required, the claim must be resolved within 30 days from the filing date. After determining how to resolve the claim, the seller will handle the claim immediately, though in justified cases, it may be resolved later. However, the claim must be resolved no later than 30 days from the filing date. After 30 days, the buyer has the right to withdraw from the purchase contract and will receive a full refund for the goods or may request a replacement with new goods.

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Buyer’s Rights When Filing a Claim:

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     a. For a defect that can be repaired, the buyer has the right to have it repaired free of charge, properly, and in a timely manner. The seller decides how the defect will be fixed. The buyer can request a replacement of the defective item with a flawless one instead of a repair, provided that this does not cause disproportionate costs for the seller, considering the price of the goods or the severity of the defect.

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     b. In the case of an irreparable defect that prevents the proper use of the item for its intended purpose, the buyer has the right to either a replacement of the item or to withdraw from the purchase contract (refund) or a discount on the price.

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     c. A claim is considered resolved when the complaint process ends with the return of the defective goods, its replacement, or the refund of the purchase price, written notice to take the goods back, or a justified rejection of the claim.

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The condition of the goods and the integrity of the packaging (according to the instructions when receiving the goods) should be checked at the time of receipt, as goods may be damaged during transport. We recommend that buyers unpack the goods and inspect them in the presence of the carrier. By signing the courier’s form, you confirm that the packaging is undamaged.

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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 buyer.

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Contact: Tokaj s.r.o., Hlavná 23, 076 81 Čerhov, Company ID: 56 102 399, Slovakia, email: vinarstvo@mantic.sk