Refund policy

Returns

You can return products within 15 days of delivery and return postage is free for you. You can choose from the following options:

1. Return by courier – a courier will collect the parcel directly from your address. To arrange a collection, please contact us at info@alaindelon.sk or by phone on +421 903 404 184.

2. Return via Packeta – hand in the parcel at any Packeta drop-off point. Enter the following as the recipient code: 92095048.

3. Return in store – you can also return items directly at any of our stores. You can find a list of them here

To withdraw from the contract, click here

Refunds:

We will refund the purchase price, including delivery costs (up to the cost of the cheapest standard delivery method we offer), no later than 14 days from the day your notice of withdrawal from the contract is delivered to us. We will refund the payment using the same means of payment that you used for the original transaction, unless you have expressly agreed otherwise with us; you will not be charged any further fees for the refund. If you paid for your order by cash on delivery, a refund using the same means of payment is not possible; in that case we will refund the purchase price by bank transfer to the account you give us for this purpose, without charging any further fees.

Article I

Right to make a complaint

If a defect appears in goods purchased, the consumer has the right to make a complaint about the defect on the grounds of non-conformity with the consumer sales contract. For the complaint to be assessed properly, the goods subject to the complaint must be clean, complete and in line with hygiene regulations or general principles of hygiene.

When using the goods, the consumer must observe not only generally known rules but also the conditions for use of the goods set out in the warranty certificate or the instructions for use, must use and care for the goods in line with their natural lifespan, and must not break any seals if the goods are sealed.

 

Article II

Where to make a complaint

The consumer makes a complaint at the complaints department of any of the seller's stores, taking into account the range of goods sold there. If the goods were purchased in the seller's online store, the buyer has the right to make a complaint at the complaints department of any of the seller's stores, taking into account the range of goods sold there, or by sending the goods in question by post to the seller's address stated in the online store's Terms and Conditions. The Terms and Conditions are available to view on the online store's website.

The buyer must return the product subject to the complaint as a standard postal parcel or through a parcel delivery company.

If the seller accepts the complaint, the customer's postage costs will be refunded.

If the warranty certificate names a business designated to carry out repairs that is located where the seller's store is, or in a place closer to the consumer, and the consumer does not intend to withdraw from the consumer sales contract and ask for a refund of the purchase price, the consumer shall exercise the right to repair with the business designated to carry out repairs. In doing so, the consumer has exercised their rights under the warranty.

Proof of purchase (the till receipt) is always sufficient to exercise rights arising from liability for defects (to make a complaint). Presenting proof of purchase for the purposes of a complaint is also sufficient where a warranty certificate was issued but the customer has lost it. In such a case the complaint must be accepted, and a 24-month warranty applies to the goods, but no longer, even though a longer warranty period may have been stated on the lost warranty certificate.

 

Article III

Seller's liability

When selling goods, the seller is responsible for ensuring that the goods are in conformity with the consumer sales contract, i.e. that the item sold has the quality and functional properties required by the contract, described by the seller, the manufacturer or its representative, or expected on the basis of advertising carried out by them, or, where applicable, the quality and functional properties usual for an item of that kind; that it meets the requirements of legal regulations; that it is in the specified quantity, measure or weight; and that it is fit for the purpose that the seller states for the use of the item or for which an item of that kind is usually used.

If the goods have defects when the consumer takes delivery of them, they are not in conformity with the consumer sales contract.

The seller is liable to the consumer for defects that become apparent as non-conformity with the consumer sales contract after the goods have been received, within the warranty period.

The seller is not liable for non-conformity with the consumer sales contract if the consumer caused the defect in the goods themselves, the consumer knew of the defect in the goods before taking delivery of them, the consumer's complaint is contrary to the nature of the goods, in particular the expiry of their shelf life, or it is proven that it is a non-conformity with the consumer sales contract.

The seller is not liable for defects: for which a discount on the price of the goods was given, which arose during the warranty period as a result of wear and tear of the goods, their incorrect or excessive use, or after the end of the goods' lifespan, associated with a broken protective seal on the goods, caused by an unauthorised person's interference with the goods or a part of them.

When a complaint is accepted, the customer must be issued with a document stating the date the complaint was made, which goods are the subject of the complaint, when and where those goods were purchased, and the price at which they were purchased.

If the consumer makes a complaint about defects in goods, the complaints department employee must examine the complaint properly and decide how it will be handled immediately, or within 3 working days in complex cases. This three-day period for deciding on the complaint does not include the time, reasonable for the type of product or service, needed for an expert assessment of the defect. However, handling the complaint must not take longer than 30 days from the day the complaint was made.

If the consumer is not satisfied with how the complaint has been handled, the employee who handled it will call the relevant manager, who will reassess the whole situation and find an acceptable solution.

Article IV
Time limits for making complaints

The seller is liable for defects in non-food goods for 24 months from the date the consumer takes delivery of the item, unless a longer period is stated on the goods, their packaging, the instructions or the warranty certificate. The seller will set out the conditions and scope of this longer warranty in the warranty certificate. If the manufacturer (the seller's supplier) provides a warranty period longer than 24 months for its products, the seller may not shorten this period, even if it applies only to a particular component of the item.
For a used item, the buyer and the seller may also agree on a shorter warranty period, but not shorter than 12 months.
The seller will not issue warranty certificates unless the consumer asks for one. At the consumer's request, the seller must issue a warranty certificate. Where the nature of the item allows, it is sufficient to issue the consumer with proof of purchase of the goods instead of a warranty certificate. The consumer will be told that proof of purchase is sufficient for a complaint to be handled.
The seller will issue warranty certificates where warranty periods longer than 24 months are provided for its own products, and for goods sold where the supplier has packed a warranty certificate with the product.
The warranty certificate contains the seller's business name and registered office, the content of the warranty, the scope and conditions of the warranty, the length of the warranty period and the details needed to make a complaint. If the warranty certificate does not contain all the required details, this does not make the warranty invalid. The content, scope and conditions of the warranty mean:
which properties of the goods the longer warranty period applies to (this may be only certain selected properties, not necessarily the product as a whole),

what remedy the seller will provide (if a defect appears within the warranty period provided - it may be agreed, for example, that the purchase price paid will always be refunded or that the goods will be replaced with defect-free goods),

which documents the buyer must present when exercising rights under a warranty provided in this way or, where applicable, what other conditions the buyer must meet, e.g. for an extended warranty, return in the original packaging, etc., in order to be able to enforce their rights under the warranty provided.
If a complaint is settled by repair, the warranty period is extended by the time from when the complaint was made until the day on which the consumer is obliged to collect the goods after the repair is completed, even if the buyer has not done so. The seller must issue the buyer with confirmation of when the buyer exercised this right, of the repair carried out and of how long it took.
If a complaint is settled by replacing the defective goods with defect-free goods, a new warranty period runs for the new goods from the day the new item is received or from the day on which the customer was obliged to collect the item after the complaint was settled.
If a complaint about defective goods for which the seller is liable is not made within the warranty period, the right arising from liability for the defect lapses.

If the consumer has not collected the item after the complaint has been settled (no later than 30 days after the complaint was accepted), even though they were duly notified of the settlement of the complaint by registered letter asking them to collect the item, the seller will proceed as follows:

once the period for collecting the item under complaint set for the consumer in the previous notice has expired, or once a reasonable period has expired, the seller will send the consumer a second notice by registered post with proof of delivery, asking them to collect the item from the relevant store, and will set a reasonable period for this (e.g. 1 month from delivery),

if the customer still does not collect the item after this period has expired (the period is counted from the date of delivery shown on the proof of delivery, or from the date the item was held at the post office if the parcel is returned), the seller may sell the item after approximately six months (or earlier, depending on the assessment and storage capacity of the relevant store, as decided by the store manager); if the item is sold (if it is a used item after repair, it must be sold at a discount and a shorter warranty period may be stated for it, but of at least 12 months), a record must be kept of the price at which and the date on which the item was sold; if, after the collection period, the customer appears and asks for their item to be handed over, they must be told, and shown evidence, that they were asked twice to collect the item and that, because they did not claim it, the item was sold, as the seller cannot store uncollected items for long periods; the store manager may offer to pay the consumer part of the amount for which the item was sold, and no storage fees will be charged.

Article V
Consumer rights

For defects in goods that the consumer claims during the warranty period, in the case of remediable defects the consumer has the right to have the defect remedied free of charge, properly and in good time. The seller must remedy the defect without undue delay. Instead of having the defect remedied, the buyer may ask for the item to be replaced or, if the defect concerns only a part of the item, for that part to be replaced, provided this does not cause the seller disproportionate costs in view of the price of the goods or the seriousness of the defect. The seller may always replace a defective item with a defect-free one instead of remedying the defect. Whether the costs are disproportionate will be assessed by the store manager in line with instructions received from the sales and marketing department. The store manager will likewise assess whether the defective item can be replaced with a defect-free one. When an item is replaced, it does not matter whether it has already been used.
In the case of defects that cannot be remedied and that prevent the item from being used properly as an item without defects, the consumer has the right:

• to have the item replaced (the seller is obliged to replace the item), or
• to withdraw from the contract and ask for a refund of the purchase price (the seller is obliged to refund the purchase price paid to the consumer).

The consumer has the right to choose between these options.
If the defect can be remedied but the consumer cannot use the goods properly because the defect has recurred after repair (at least two previous repairs of the same defect) or because of a larger number of defects (at the time the complaint is made, the goods have at least three different remediable defects at the same time), the consumer has the right to have the item replaced or to withdraw from the contract and ask for a refund of the purchase price.
The consumer has the same rights as for defects that cannot be remedied if the defective goods have not been repaired within 30 days of the complaint being made.

In the case of irremediable defects that do not prevent the item from being used properly, the consumer is entitled to a reasonable price reduction according to the nature of the defect. The seller is obliged to give a price reduction or to refund part of the purchase price already paid.

Article VI
Complaints about used and defective goods

When selling used or defective items, the seller must ensure that they are clearly marked as defective or used goods. The seller must inform the consumer of the nature of the defect - this information must be shown on the price tag and the packaging of the item. Such goods must be displayed separately and are sold separately from defect-free goods. The goods must be sold at a lower price than the same goods without defects.

For used and defective items, the seller is not liable for defects arising from their use or wear of which the buyer was informed when they were sold. For items sold at lower prices, the seller is not liable for the defect for which the lower price was agreed.