Returns Policy

This policy sets out how to claim for defects in goods bought from the seller:

Domi tvorí s.r.o.
Kvetná 12, 811 01 Bratislava, Slovakia
Company ID (IČO): 12345678, Tax ID (DIČ): 2123456789
Registered in the Commercial Register of the Bratislava III Municipal Court, section Sro, insert No. 123456/B
Email: info@domitvori.sk, phone: +421 900 123 456

Warranty period

The seller is liable for defects the goods have on receipt and for defects appearing within 24 months of receipt. A defect appearing within one year of receipt is presumed to have existed on receipt. For business buyers, liability for defects is governed by the Commercial Code.

Small differences in colour, shape, size or pattern resulting from handcrafting and natural materials (wax, wood, ceramics, metal) are not defects, nor is wear caused by normal use, improper handling (e.g. leaving a burning candle unattended, jewellery in contact with water or chemicals) or not following the instructions.

How to make a complaint

Make a complaint by email to info@domitvori.sk, in person or by letter at Kvetná 12, 811 01 Bratislava, Slovakia. Give the order number, a description of the defect and what you are asking for, and attach photos of the defect. If we ask for it, send the goods to that address - not cash on delivery. For a justified complaint we reimburse the reasonable cost of sending the goods.

We confirm receipt of the complaint by email without undue delay.

Your remedies

For a defect you can ask for repair or replacement; where that is impossible or not achieved within a reasonable time, for a reasonable price reduction or to withdraw from the contract. You cannot withdraw for a minor defect.

Handling of complaints

We decide how to handle the complaint immediately, in complex cases within 3 working days, and at the latest within 30 days of the complaint. We settle the complaint within 30 days at the latest and let you know by email together with a record of how it was settled. If we reject the complaint, we explain why and tell you where the goods can be sent for an expert assessment.

Withdrawal without giving a reason

Independently of complaints you can return goods without giving a reason within 14 days of receipt - see the terms and conditions, or withdraw straight away online.

Alternative dispute resolution

If you are not satisfied with how a complaint was handled, you can turn to the Slovak Trade Inspection or another alternative dispute resolution body - see section 9 of the terms and conditions.

This policy is effective from 25 September 2026.