Returns and Complaints
You can fill out your return or complaint either online or in paper form.
Please send the returned goods to us as a parcel via courier, postal service, or Packeta.
If sending by post, do not send it as a registered letter but as a package.
Our company return code for Packeta: 99601026. Provide this code at the Packeta branch and they will return the parcel to us.
You can fill out the online return and complaint form via this link.
Or, you can fill out a paper complaint form as follows:
Along with the returned item, include the invoice, the warranty card (if supplied), and the complaint document which you can download here:
Follow the instructions in the document and don’t forget to briefly describe the defect and provide your contact information.
If you are withdrawing from the contract within 30 days:
You can download the withdrawal form from this link:
Service/returns communication: info@vevopure.com
COMPLAINT POLICY
For the online store vevopure.com
I. Seller Identification
1.1. This Complaint Policy (hereinafter referred to as "CP") governs the legal relationship between:
Company name: ROY.SK s.r.o
Registered office: Vlkanovská 127, Vlkanová 976 31, Slovak Republic
Registered in the Commercial Register of the District Court Banská Bystrica, Section Sro, Entry No. 26201/S
Company ID: 47614030
Tax ID: 2023982488
VAT ID: SK2023982488
Bank account: SK52 0900 0000 0052 2386 5100
The seller is a VAT payer
(hereinafter referred to as the "Seller") and any person who is a Buyer of the products offered by the Seller on the Seller's website, acting as a consumer under the terms of the General Terms and Conditions published on the Seller’s website and applicable Czech law, especially:
Act No. 108/2024 Coll. on Consumer Protection
and amendments, and Act No. 40/1964 Coll., Civil Code as amended.
Exception: point 4.4 applies to buyers who are not consumers.
1.2. Contact information:
Email: info@vevopure.com
1.3. Address for submitting documents, complaints, or withdrawals:
ROY.SK s.r.o, Vlkanovská 127, Vlkanová 976 31, Slovak Republic
II. Basic Provisions
2.1. This Complaint Policy regulates legal relations between consumers and the Seller.
III. Claiming Warranty Rights
3.1. The buyer must notify the Seller of a defect without undue delay, no later than 24 months from receiving the item. After this period, warranty rights expire.
IV. Seller’s Liability for Defects
4.1. The Seller is liable for any defect that existed at the time of delivery and manifests within two years.
4.2. For digital goods or services provided continuously, the Seller is liable for defects throughout the agreed period, but at least for two years.
4.3. For used goods, liability may be agreed to be shorter, but not less than one year.
4.4. For non-consumer buyers, the liability is six months.
V. Consumer Rights
5.1. The buyer may request repair, replacement, a reasonable discount, or withdrawal from the contract.
5.2. The buyer may withhold payment until the Seller fulfills obligations.
5.3. These rights must be exercised within the period outlined in points 4.1–4.3.
5.4. Claiming warranty rights does not affect the right to compensation for damages.
VI. Notification of Defect
6.1. Defects may be reported at the Seller’s business premises, authorized person, or by remote means.
6.2. Refused postal returns are considered delivered.
6.3. The Seller will confirm the defect report and set a resolution deadline not exceeding 30 days unless otherwise justified.
6.4. If the Seller denies liability, reasons must be stated. If the buyer proves the defect via an expert opinion, the Seller must accept responsibility.
6.5. The conduct of an authorized person is treated as that of the Seller.
VII. Defect Resolution
7.1. The buyer may choose repair or replacement, unless one option is unreasonably costly or impossible.
7.2. The Seller may refuse resolution if repair/replacement is impossible or unreasonably expensive.
7.3. The Seller must fix the issue promptly, free of charge, and without causing inconvenience.
7.4. The buyer must hand over or make the item accessible for repair/replacement. The Seller covers transport costs.
7.5. Repaired/replaced goods are returned at the Seller’s expense. If not collected within 6 months, the Seller may sell or dispose of the item.
7.6. Installation/removal of items must be handled if the product was built-in. This may be handled by the buyer at the Seller’s risk and cost.
7.7. The Seller cannot charge for normal wear/use before the exchange.
7.8. Replaced goods are covered by warranty as per law.
7.9. The buyer may withdraw from the contract if:
- repair/replacement wasn’t done,
- it wasn’t done within the agreed time,
- the Seller refused to fix the defect,
- the same defect reoccurs,
- the defect is serious, or
- it’s clear the defect won’t be resolved properly or in time.
7.10. Discounts must reflect the defect’s impact on value.
7.11. Buyers can't withdraw if they caused the defect or if it’s minor. The burden of proof is on the Seller.
7.12. If multiple items were bought, withdrawal applies only to defective ones unless otherwise reasonable.
7.13. After withdrawal, the item must be returned. If the Seller does not remove it, the buyer may do so at the Seller’s expense.
7.14. The purchase price must be refunded within 14 days of return or proof of dispatch.
7.15. Refunds are made using the original payment method unless agreed otherwise.
7.16. The Seller cannot claim compensation for normal use before contract withdrawal.
VIII. Defects in Digital Products
8.1. The Seller is responsible for defects in digital products for two years from delivery if the content was provided once or in parts.
8.2. The Seller must fix the defect promptly and free of charge.
8.3. Fixes may be refused only if impossible or too costly.
IX. Service Defects
9.1. The Seller is responsible for defects in services for two years from delivery.
9.2. Rights regarding service defects follow the rules of Section VI.
X. Final Provisions
10.1. This Complaint Policy is an integral part of the General Terms and Privacy Policy published on the Seller's website.
10.2. This Complaint Policy is valid from its publication on the Seller’s website on October 30, 2024.