Return form

COMPLAINTS, RETURNS AND WITHDRAWAL POLICY

of the online store www.rewana.sk

1. Introductory Provisions

1.1 Seller

Renovint, s.r.o.
Registered office: Chocholná-Velčice 261, 913 04 Chocholná-Velčice, Slovak Republic
Company ID (IČO): 47 951 303
Tax ID (DIČ): 2024160853
VAT ID (IČ DPH): SK2024160853
E-mail: info@rewana.sk
E-mail for complaints, returns and withdrawals: objednavky@rewana.sk

hereinafter referred to as the “Seller”.

1.2 This Complaints, Returns and Withdrawal Policy governs the procedure for exercising rights arising from liability for defects, consumer withdrawal from distance contracts and the voluntary exchange of Goods. It supplements the General Terms and Conditions of the online store www.rewana.sk.

1.3 The provisions intended for consumers apply to a natural person who, when concluding and performing the Contract, is not acting within the scope of their business activity, employment or profession.

For Buyers purchasing Goods in connection with their business activity, the relevant provisions of the Commercial Code, the concluded Contract and the General Terms and Conditions apply as appropriate.

1.4 Consumer rights are governed in particular by Act No. 40/1964 Coll., the Civil Code, Act No. 108/2024 Coll. on Consumer Protection, Act No. 391/2015 Coll. on Alternative Dispute Resolution for Consumer Disputes, and other applicable laws of the Slovak Republic.

2. Liability for Defects

2.1 The Seller is liable to the consumer for any defect that the Goods had at the time of delivery and that becomes apparent within two years from delivery of the Goods, unless applicable law provides otherwise.

2.2 The Buyer may exercise rights arising from liability for defects only if the defect is notified to the Seller within two months of discovering the defect, and no later than the expiry of the applicable statutory liability period.

2.3 For repairs governed by legislation effective from 27 September 2026, after the first removal of a defect by repair, the statutory liability period for defects is extended by 12 months. This extension applies only once, regardless of any subsequent repairs.

2.4 Damage or deterioration that occurred after delivery will generally not constitute a defect for which the Seller is responsible where it results in particular from:

• normal wear and tear appropriate to the nature and intensity of use,
• mechanical damage caused by the Buyer,
• use contrary to the intended purpose of the product,
• washing, drying, ironing or other care contrary to the care instructions,
• unauthorised modification or intervention by a third party,
• force majeure.

This does not affect the consumer’s statutory rights.

3. Making a Complaint

3.1 A defect may be notified to the Seller in particular:

• by e-mail to objednavky@rewana.sk,
• in writing to Renovint, s.r.o., Chocholná-Velčice 261, 913 04 Chocholná-Velčice, Slovak Republic,
• or by another method permitted by applicable law.

3.2 Use of a complaint form is not mandatory. The Buyer may use such a form to facilitate and speed up the complaint process.

3.3 To enable faster processing, we recommend providing:

• the Order or invoice number,
• the Buyer’s name and contact details,
• identification of the Goods concerned,
• a description of the defect,
• information on when and under what circumstances the defect became apparent,
• photographs of the defect, where appropriate.

Providing the original paper proof of purchase is not a condition for exercising statutory rights if the purchase can be proven in another manner.

3.4 If physical examination of the Goods is required, the Buyer is obliged to make the Goods available to the Seller for assessment.

We recommend contacting the Seller before sending the Goods so that the method of handover or transport can be agreed.

The Seller bears the costs associated with taking over defective Goods and remedying the defect to the extent required by law.

Parcels sent to the Seller cash-on-delivery will not be accepted.

3.5 We recommend packaging the Goods appropriately and returning them in a reasonably clean condition so that they can be safely inspected. Failure to follow this recommendation does not in itself result in the loss of the consumer’s statutory rights.

3.6 The Seller will provide the Buyer with written confirmation of the notification of the defect without undue delay.

4. Handling of Complaints and Consumer Rights

4.1 In the confirmation of the notification of the defect, the Seller will state the period within which the defect will be remedied.

This period may not exceed 30 days from the date the defect was notified, unless a longer period is justified by an objective reason beyond the Seller’s control.

4.2 If the Seller is liable for the defect, the consumer is entitled under applicable law in particular to:

• removal of the defect by repair,
• replacement of the Goods,
• an appropriate reduction in the purchase price,
• or withdrawal from the Contract where the statutory conditions are met.

4.3 The consumer may choose between repair and replacement unless the chosen remedy is impossible or would, compared with the alternative remedy, impose disproportionate costs on the Seller.

4.4 Repair or replacement will be carried out free of charge, at the Seller’s expense and without causing significant inconvenience to the consumer.

The Seller also bears the costs required by law for taking over defective Goods and delivering repaired or replacement Goods.

4.5 If the Seller rejects liability for the defect, the Seller will provide the Buyer with the reasons for the rejection in writing.

4.6 For repairs governed by legislation effective from 27 September 2026, the Seller will, before remedying the defect, inform the Buyer of the right to choose between repair and replacement and of the extension of the liability period referred to in Section 2.3.

5. Consumer Withdrawal from the Contract and Return of Goods

5.1 In the case of a distance contract, the consumer has the right to withdraw from the Contract without giving any reason within 14 days from the date of receipt of the Goods, unless a statutory exception applies.

5.2 The consumer may withdraw from the Contract by making an unequivocal statement, in particular:

• by e-mail to objednavky@rewana.sk,
• or in writing to the Seller’s registered office.

Use of a withdrawal form is not mandatory.

The withdrawal period is observed if the consumer sends the withdrawal notice no later than on the final day of the applicable period.

5.3 After withdrawal from the Contract, the consumer must send the Goods back or hand them over to the Seller no later than within 14 days from the date of withdrawal from the Contract.

Return address:

Renovint, s.r.o.
Chocholná-Velčice 261
913 04 Chocholná-Velčice
Slovak Republic

Parcels sent cash-on-delivery will not be accepted.

5.4 The direct cost of returning the Goods following withdrawal from the Contract is borne by the consumer unless the Seller and the consumer agree otherwise or applicable law provides otherwise.

5.5 The Seller will refund the consumer, no later than within 14 days from receipt of the withdrawal notice, all payments received under or in connection with the Contract, including the cost of the least expensive standard delivery method offered by the Seller.

If the consumer selected a more expensive delivery method, the Seller is not required to refund the difference compared with the least expensive standard delivery method.

The refund will be made using the same payment method used by the consumer, unless the parties agree otherwise.

The Seller may withhold the refund until the Goods have been returned or until the consumer provides evidence that the Goods have been sent back, whichever occurs first.

5.6 The consumer is liable only for any diminished value of the Goods resulting from handling beyond what is necessary to establish their nature, characteristics and functionality.

5.7 Custom-made and personalised Goods

The consumer does not have the right to withdraw from the Contract without giving a reason where the Goods are:

• made according to the consumer’s specific requirements,
• made to measure,
• individually modified at the consumer’s request,
• or clearly personalised.

For REWANA products, this may include in particular:

• clothing made according to individual body measurements,
• products individually shortened, lengthened or otherwise altered at the customer’s request,
• products personalised with a name, embroidery, logo or another individual element.

The mere fact that a standard product is manufactured only after an Order is placed does not automatically exclude the consumer’s statutory right of withdrawal unless the product is actually made according to the consumer’s specific requirements or is clearly personalised.

6. Voluntary Exchange of Size or Colour

6.1 In addition to statutory consumer rights, the Seller may allow a voluntary exchange of a standard product for another size or colour if the requested variant is available.

6.2 For a voluntary exchange, the Goods should be:

• unused beyond ordinary fitting,
• undamaged,
• reasonably clean,
• in a condition suitable for resale,
• preferably with the original tags attached.

6.3 Unless otherwise agreed, the Buyer bears the cost of sending the Goods to the Seller for a voluntary exchange.

The Seller bears the cost of one standard shipment of the exchanged Goods back to the Buyer within the Slovak Republic.

Parcels sent cash-on-delivery will not be accepted.

6.4 The voluntary exchange service does not apply to Goods made to measure, individually altered or personalised unless the Seller expressly agrees otherwise.

6.5 The voluntary exchange service does not restrict the consumer’s statutory rights arising from defects or the statutory right to withdraw from the Contract.

7. Alternative Dispute Resolution

7.1 If the consumer is dissatisfied with the way the Seller has handled a complaint or believes that the Seller has infringed their rights, the consumer has the right to contact the Seller with a request for remedy, in particular at objednavky@rewana.sk.

7.2 If the Seller rejects the request for remedy or does not respond within 30 days, the consumer may, subject to the statutory conditions, submit a proposal for alternative dispute resolution.

One of the competent alternative dispute resolution bodies is:

Slovak Trade Inspection (Slovenská obchodná inšpekcia)
Bajkalská 21/A
827 99 Bratislava 27
Slovak Republic
E-mail: ars@soi.sk, adr@soi.sk
Website: www.soi.sk

Alternative dispute resolution for consumer disputes is governed by Act No. 391/2015 Coll.

The former European Online Dispute Resolution platform – the ODR platform – is no longer in use.

8. Final Provisions

8.1 This Complaints, Returns and Withdrawal Policy forms part of the contractual information of the online store www.rewana.sk and may not be interpreted in a manner that restricts mandatory statutory consumer rights.

8.2 Consumer rights are always assessed under the legislation applicable to the relevant legal relationship.

Where this Policy expressly states a future effective date for a particular provision, that rule applies only from the stated date and to the extent provided by law.

8.3 The Seller may update this Policy. A new version does not retroactively restrict rights arising from Contracts concluded before the update.

Valid and effective from: 15 September 2026

Renovint, s.r.o.