Mix and Match

Refund policy

Complaints Procedure

I. Introductory Provisions
1.1. This Complaints Procedure applies to the Purchase Contract concluded by electronic order and acceptance between the Seller and a Buyer who purchases goods for personal use (not for business), under the Terms & Conditions of the online store www.rewana.sk. Terms “Buyer” and “Seller” mean the contracting parties, and “goods” means the items purchased under the Contract.
1.2. This Procedure regulates the conditions for asserting claims arising from defects, rights and obligations of the Buyer in case of non-conformity of the delivered goods, and the Buyer’s right to withdraw from the Contract.
1.3. The Seller provides the Buyer, before concluding the Contract, with sufficient information about the goods (characteristics, price, shipping, payment, delivery time).

II. Returning Goods
2.1. The Buyer may refuse to accept goods upon delivery if the goods are incorrect, non-conforming, or the packaging is visibly damaged. In such cases, the Buyer has the right to:
 a) request the Seller to deliver correct goods free of charge (either by repair or replacement), or
 b) ask for a price reduction, or
 c) withdraw from the Contract, if remedy is not possible.
2.2. Under § 7 of Act No. 102/2014 Coll., the Buyer has the right to withdraw from the Contract within 14 days from receipt of the goods. The notice of withdrawal + goods must be sent to the Seller before the 14-day period expires.
2.3. After withdrawal, the Seller will refund the full purchase price and delivery costs (if applicable) within 14 days of receiving notice of withdrawal. Additional shipping costs beyond the cheapest method chosen by the Seller will not be refunded.
2.4. The Buyer cannot withdraw from the Contract when goods are custom-made to the Buyer’s specification unless otherwise agreed.
2.5. Return address for withdrawal: Renovint, s.r.o., Chocholná-Velčice 261, 913 04 Chocholná-Velčice. Contact: info@rewana.sk.

Return form

 

III. Complaints
3.1. Warranty starts from the date the Buyer receives the goods. Standard warranty period: 24 months, unless a longer period is specified in the warranty card.
3.2. If a defect appears during warranty and is repairable → the Buyer has the right to a free repair. If not repairable or repeated → the Buyer may demand replacement or withdraw from the Contract.
3.3. Complaints must be submitted by sending the defective goods to the Seller (at Buyer’s cost and risk). The Seller does not accept cash-on-delivery returns.
3.4. The warranty does not cover defects caused by:
 a) misuse,
 b) unauthorized intervention,
 c) altered documents or serial numbers,
 d) normal wear,
 e) expiry of product lifespan,
 f) further use of defective goods,
 g) wrong product choice,
 h) improper maintenance,
 i) natural disaster / force majeure.
3.5. To be accepted, the complaint must prove:
 a) defect occurred during the warranty period,
 b) the goods were bought from the Seller,
 c) the goods are defective (and returned).
If any of these is missing, the complaint may be rejected.
3.6. The Seller is not liable for defects arising from causes in clause 3.4, or if the Buyer caused or knew about the defect in advance, or discount was given for the defect.
3.7. Upon receiving the complaint, the Seller issues a confirmation. A written decision on the complaint will be provided within 30 days.
3.8. Complaints are processed within 30 days; after that, the Buyer has the same rights as if the defect were irreparable.
3.9. The legal basis: Civil Code, Act No. 250/2007 Coll., Act No. 102/2014 Coll.

IV. Final Provisions
4.1. The legal order of the Slovak Republic applies to all disputes.
4.2. Disputes not resolved amicably will be submitted to the relevant court of Slovakia.
4.3. This Complaints Procedure comes into force on 20 March 2023.
4.4. The Seller reserves the right to change this procedure.

V. Alternative Dispute Resolution
5.1. The Buyer (consumer) may request a remedy by emailing info@rewana.sk if not satisfied with how the complaint was handled. If the Seller does not respond within 30 days or refuses, the Buyer may file a proposal with an Alternative Dispute Resolution (ADR) body under Act No. 391/2015 Coll.
5.2. The Buyer may also submit a complaint via the European ODR platform: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage
5.3. ADR is available only to consumers (natural persons not acting in business). ADR applies to distance contracts, and not to disputes below EUR 20. Each party bears its own costs.

 

Return of Goods – Withdrawal from the Contract

  1. The Buyer has the right to withdraw from the concluded contract without giving any reason within 14 days from the date of receipt of the goods. It is necessary that the Buyer’s notice of withdrawal and the purchased goods are delivered to the Seller within this period.

“Return Form”

Return Form

  1. The Buyer is obliged to send the goods to the following address: Renovint, s.r.o., Chocholná-Velčice 261, 913 04 Chocholná-Velčice. Goods sent by cash on delivery will not be accepted by the Seller and will instead be returned to the Buyer at their own cost. More information can be obtained by contacting objednavky@rewana.sk. If the Buyer exercises the right to return the goods, the goods must not be used or washed, and must not be damaged or soiled.

  2. The Seller will inspect and examine the returned goods. If the goods are returned undamaged and unsoiled, the Seller will refund the purchase price to the Buyer within 14 days of withdrawal, by bank transfer to the Buyer’s account specified in the written notice of withdrawal. If the returned goods are damaged or soiled, the Seller reserves the right to claim compensation for damages, which may be deducted from the refund amount. This does not apply if the goods were returned due to defects covered by the warranty. The Buyer is liable only for any diminished value of the goods resulting from handling other than what is necessary to determine the nature, characteristics, and functionality of the goods.

  3. If the Buyer violates the conditions for withdrawal or the proper return of goods, the Seller is entitled to claim compensation for damages incurred, in accordance with applicable legal regulations.

  4. Goods customized or modified according to the Buyer’s specific requirements cannot be returned.

Exchange of Goods

  1. If desired, the goods may be exchanged for another size or color, provided the requested item is in stock.

  2. The goods must not be damaged or soiled and must be suitable for resale (including informational tags).

  3. The costs of sending the goods from the Buyer to the Seller are borne by the Buyer. Goods sent by cash on delivery will not be accepted. The costs of sending the exchanged goods from the Seller to the Buyer are borne by the Seller.

  4. Exchange of goods customized to the Buyer’s specifications is not possible.