Terms & conditions

These general terms and conditions (further only as "Terms and Conditions") govern the rights and obligations of you, as buyers, and us as sellers within the framework of contractual relationships concluded through the E-shop on the truefala.com website.

All information about the processing of your personal data is contained in the Personal Data Protection rules, which you can find here https://www.truefala.com/data-protection-rules/.

As you surely know, we primarily communicate remotely. Therefore, it also applies to our Contract that means of remote communication are used, which allow us to come to an agreement without the physical presence of us and you.

If any part of the Terms and Conditions contradicts what we agreed upon together as part of the process of your purchase on Our E-shop, this agreement will take precedence over these Terms and Conditions.

1. SOME DEFINITIONS

1.1.      The price is the financial amount you will pay for the Goods;

1.2.      The shipping price is the financial amount that you will pay for the delivery of the Goods, including the price for its packaging;

1.3. The total price is the sum of the Price and the Shipping Price;

1.4. VAT is a value added tax according to the applicable legal regulations;

1.5. E-shop is an online store operated by Us at the address truefala.com, where the purchase of Goods will take place;

1.6. An invoice is a tax document issued in accordance with the Value Added Tax Act for the Total Price;

1.7. We are the company D&P Essentials, with registered office Lednica 322, 02063, contact address Podjavorinskej 5, 81103 Bratislava; IČO 54 166 209, registered in the Commercial Register maintained by the Trenčín District Court, section Sro, insert no. 42873/R, e-mail email@truefala.com, telephone number 0948040018, referred to by law as the seller;

1.8. The order is your irrevocable proposal to conclude a contract for the purchase of goods with us;

1.9. The goods are everything you can buy on the E-shop;

1.10. A user account is an account established on the basis of the data provided by you, which enables the storage of entered data and the preservation of the history of ordered Goods and concluded contracts;

1.11. You are a person shopping at Our E-shop, referred to by law as a buyer;

1.12. Buyer, in the sense of this part of the Terms and Conditions, means the consumer;

1.13. For the purposes of these Terms and Conditions, a consumer is a natural person who, when concluding and fulfilling a purchase contract, does not act within the scope of his business activity, employment or profession.

1.14. The conditions do not apply to cases where the person who intends to purchase goods from the seller is a legal entity or a person who acts when ordering goods as part of his business activity.

1.15. The contract is a purchase contract agreed on the basis of a duly completed Order sent through the E-shop, and is concluded at the moment when you receive confirmation of the Order from Us.

2. GENERAL PROVISIONS AND INSTRUCTIONS

2.1. The purchase of Goods is possible only through the web interface of the E-shop.

2.2. When purchasing Goods, it is your duty to provide us with all information correctly and truthfully. We will therefore consider the information you provided to Us when ordering the Goods to be correct and true.

3. CONCLUSION OF CONTRACT

3.1. It is possible to conclude a contract with us in the Czech and English language.

3.2. The contract is concluded remotely via the E-shop, while the costs for the use of remote communication means are paid by you. However, these costs do not differ in any way from the basic rate that you pay for the use of these resources (that is, especially for Internet access), so you do not have to expect any additional costs charged by Us beyond the Total Price. By sending the Order, you agree to use the means of remote communication.

3.3. For us to conclude the Contract, it is necessary that you create a draft Order on the E-shop. This proposal must include the following information:

1. a) Information about the purchased Goods (in the E-shop, you select the Goods you are interested in purchasing with the "Add to basket" button);
2. b) Information on the Price, Shipping Price, VAT, method of payment of the Total Price and required method of delivery of the Goods; this information will be entered as part of the creation of the draft of the Order within the user environment of the E-shop, while the information on the Price, Shipping Price, VAT and Total Price will be entered automatically based on the Goods you have chosen and the method of its delivery;
3. c) Your identification data used to enable us to deliver the Goods, especially in the scope of name, surname, delivery address, telephone number and e-mail address;

3.4. During the creation of the draft of the Order, you can change and check the data until the time of its creation. After checking by pressing the "Order with payment obligation" button, you create the order. However, before pressing the button, you must confirm your familiarity with these Terms and Conditions, otherwise it will not be possible to create the Order. A check box is used for confirmation. After pressing the "Order with payment obligation" button, all the filled-in information will be sent directly to Us.

3.5. After the delivery of the order, we will register the order, about which we will send you a confirmation of receipt of the order to the email address specified in the order. Confirmation of receipt of the order is automatic and is not considered a binding confirmation of the order. This confirmation of receipt of the order is only informative for the purpose of notifying the buyer of the receipt of his order. If necessary, all additional information regarding the order will be sent to your e-mail address.

3.6. We will confirm your Order to you as soon as possible after it is delivered to Us with a message about the acceptance of the order marked as "Order Confirmation" sent to your e-mail address entered in the Order. The Order Confirmation is preceded by the verification of the availability of the goods, the valid prices and the delivery date of the goods requested by you. A summary of the Order and these Terms and Conditions will be part of the Order Confirmation. By confirming the Order on our part, the Contract between Us and You is concluded. The terms and conditions in the wording effective on the day of ordering form an integral part of the Agreement.

3.7. There may also be cases when we will not be able to confirm your Order. This mainly concerns situations where the Goods are not available or cases where you order a larger number of Goods than is allowed by us. However, we will always provide you with information about the maximum number of items in the E-shop in advance, so it should not be surprising to you. If there is any reason why we cannot confirm the Order, we will contact you and send you an offer to conclude the Contract in an amended form compared to the Order. In that case, the contract is concluded the moment you confirm Our offer.

3.8. If an obviously incorrect Price is stated in the E-shop or in the draft Order, mainly due to a technical error, we are not obliged to deliver the Goods to you at this Price even if you have received confirmation of the Order, and therefore the Contract has been concluded. In such a situation, we will contact you immediately and send you an offer to conclude a new Contract in an amended form compared to the Order. In that case, the new Contract is concluded at the moment when you confirm Our offer. If you do not confirm Our offer even within 3 days of its sending, we are entitled to withdraw from the concluded Contract. An obvious error in the Price is, for example, a situation where the Price does not correspond to the usual price at other sellers or is missing or has an extra digit.

3.9. If the Contract is concluded, you are obligated to pay the Total Price.

3.10. If you have a User Account, you can place an Order through it. Even in that case, you have the obligation to check the correctness, truthfulness, and completeness of the pre-filled data. However, the method of creating an Order is the same as in the case of a buyer without a User Account, but the advantage is that it is not necessary to repeatedly fill in your identification data.

3.11. In some cases, we allow you to use a discount for the purchase of Goods. In order to provide a discount, it is necessary that you fill in the information about this discount in the pre-determined field as part of the draft Order. If you do so, the Goods will be provided to you at a discount.

4. USER ACCOUNT

4.1. Based on your registration in the E-shop, you can access your User account.

4.2. When registering a User Account, it is your duty to enter all the entered data correctly and truthfully and to update it in the event of a change.

4.3. Access to the User Account is secured by a username and password. Regarding these access data, it is your duty to maintain confidentiality and not to provide this data to anyone. If they are misused, we bear no responsibility.

4.4. The user account is personal and you are therefore not authorized to enable its use by third parties.

4.5. We can cancel your User Account, especially if you do not use it for more than 3 years, or if you violate your obligations under the Contract.

4.6. The user account may not be available continuously, especially with regard to the necessary maintenance of hardware and software equipment.

5. PRICE AND PAYMENT TERMS, RESERVATION OF OWNERSHIP

5.1. The price is always stated in the E-shop, in the draft Order and in the Contract. In the event of a discrepancy between the Price specified for the Goods within the E-shop and the Price specified in the draft Order, the Price specified in the draft Order shall apply, which will always be identical to the price in the Contract. As part of the draft Order, the Price for shipping, or the conditions when shipping is free, is also indicated.

5.2. The total price is stated including VAT, including all fees established by special legal regulations.

5.3. We will request payment of the Total Price from you after concluding the Contract and before handing over the Goods. You can pay the total price by card online. In this case, payment is made through the Shoptet Pay payment gateway, while the payment is governed by the terms of this payment gateway, which are available at: https://www.shoptetpay.com/sk/. In the case of payment by card online, the Total price is payable at the time of payment.

5.4. The invoice will be issued in electronic form after payment of the Total Price and will be sent to your e-mail address specified in the Order. The invoice will also be physically attached to the Goods and available in the User Account, if you have one set up.

5.5. Ownership of the Goods passes to you only after you pay the Total Price and take delivery of the Goods. The total price is paid at the time of payment.

6. DELIVERY OF GOODS, PASSING OF THE RISK OF ACCIDENTAL DAMAGE AND ACCIDENTAL DETERIORATION OF THE OBJECT OF PURCHASE

6.1. The goods will be delivered to you in the manner of your choice, while you can choose from the following options:

1. a) Personal collection at Packeta's delivery points;
2. b) Delivery via Packeta transport company.

6.2. The goods can only be delivered within Belgium, Bulgaria, the Czech Republic, Denmark, Estonia, Finland, France, Croatia, Ireland, Italy, Lithuania, Latvia, Luxembourg, Hungary, Germany, the Netherlands, Poland, Portugal, Austria, Romania, Greece, Slovenia, Slovakia, Spain, Sweden (EU states) and Liechtenstein, the United Kingdom, Switzerland and Ukraine (states outside of EU).

6.3. We are obliged to deliver the goods to you without delay, but no later than within 30 days from the date of conclusion of the Contract. During the performance of the Contract, such facts may occur that will affect the delivery date of the Goods ordered by you. We will inform you immediately by e-mail about the change in the delivery date and about the new expected delivery date of the ordered Goods, while your right to withdraw from the Contract is not affected by this. Part of Our notification about the new date of delivery of the Goods is also Our request addressed to you to express whether you insist on the delivery of the Goods ordered by you at the new date.

6.4. When receiving the Goods from the carrier, it is your duty to check the integrity of the packaging of the Goods and, in the event of any damage, to notify the carrier and Us immediately of this fact. If the package is damaged, which indicates unauthorized handling and entry into the shipment, it is not your obligation to take the Goods from the carrier.

6.5. You are obliged to take over the goods at the agreed place and time. If you do not take delivery of the Goods according to the previous sentence, we will notify you by e-mail where you can take over the Goods, including the deadline for taking them over, or we will re-deliver the Goods to you based on your written request sent no later than 14 days from when you were supposed to take over the Goods, whereby you undertake to pay us all costs associated with re-delivery of the Goods. If you breach your obligation to take over the Goods, with the exception of cases under Art. 6.4 of these Terms and Conditions, it does not result in a breach of Our obligation to deliver the Goods to You. At the same time, the fact that you do not accept the Goods is not a withdrawal from the Contract between Us and You. If you do not take over the Goods even within the additional period, We have the right to withdraw from the Contract due to your material breach of the Contract. If we decide to exercise the right in question, the withdrawal is effective on the day we deliver this withdrawal to you. Withdrawal from the Contract does not affect the right to compensation for the incurred damage in the amount of the actual costs of attempting to deliver the Goods, or any other claim to compensation for damage if it arises.

6.6. If, for reasons arising from your side, the Goods are delivered repeatedly or in a different way than was agreed upon in the Contract, it is your obligation to compensate Us for the costs associated with this repeated delivery. We will send you the payment details for the payment of these costs to your e-mail address specified in the Contract and they are due within 14 days from the delivery of the e-mail.

6.7. The risk of damage to the Goods passes to you the moment you take them over. If you do not accept the Goods, except for cases according to Art. 6.4 of these Terms and Conditions, the risk of accidental destruction and accidental deterioration of the Goods passes to you at the moment when you had the opportunity to take them over, but for reasons on your part you did not take them over. The passing of the risk of accidental destruction and accidental deterioration of the Goods means for you that from this moment you bear all the consequences associated with the loss, destruction, damage, or any deterioration of the Goods.

7. RIGHTS FROM LIABILITY FOR DEFECTS

7.1. Preliminary provision on liability for defects

7.1.1. We undertake to deliver the Goods to you in the required quality, quantity and without defects.

7.1.2. We are responsible for defects that the Product has upon receipt. We are not responsible for used Goods for defects caused by their use or wear. For Goods sold at a lower price, we are not responsible for defects for which a lower price was negotiated.

7.1.3. The general warranty period is 24 months. The warranty period starts from the moment you take over the Goods.

7.1.4. If the Goods are replaced, the warranty period will begin again after you receive the new Goods.

7.1.5. Your rights from liability for defects in the Goods, for which the warranty period applies, will expire if you do not exercise them within the warranty period.

7.2. We guarantee that during the transition of the risk of accidental destruction and accidental deterioration of the Goods according to Art. 6.7 The condition is that the Goods are free of defects, in particular that:

1. a) has the properties that we have agreed with you, and if they have not been expressly agreed, then those that we have stated in the description of the Goods, or those that can be expected due to the nature of the Goods;
2. b) it is suitable for the purposes that we have indicated or for the purposes that are usual for Goods of this type;
3. c) is in the corresponding quantity and weight;
4. d) meets the requirements imposed on it by special legal regulations;
5. e) is not encumbered by the rights of third parties.

7.3. Conditions for exercising the right from liability for defects (complaints procedure)

7.3.1. If the Goods are delivered to you in broken or damaged packaging or the shipment is clearly too light, we ask you not to accept such Goods from the transport company and to notify us of this fact immediately by calling +421948040018 or by e-mail at email@truefala.com . In case of detection of obvious defects (e.g. mechanical damage), you are obliged to file a claim without undue delay in accordance with point 7.4.1. below. We will not consider claims made later due to obvious defects in the Goods, including defects consisting in the incompleteness of the Goods.

7.3.2. You are obliged to exercise the right from liability for other defects (hidden defects) in accordance with point 7.4.1. below without undue delay after you have discovered the defect in the Goods, but at the latest before the expiry of the warranty period.

7.3.2. You are obliged to exercise the right from liability for other defects (hidden defects) in accordance with point 7.4.1. below without undue delay after you have discovered the defect in the Goods, but at the latest before the expiry of the warranty period.

7.3.3. The warranty applies only to manufacturing defects of the Product and defects caused by mechanical damage. You cannot apply the right of liability for defects in particular to defects caused by wear and tear, mechanical damage, use of the Goods in inappropriate conditions, etc.

7.3.4. You are not entitled to claim liability for a defect if you knew about the defect before taking over the Goods, or we alerted you to it or you were given an appropriate discount from the Price of the Product for that reason.

7.4. Exercising the right from liability for damage (complaints procedure)

7.4.1. In the event that the Product has a defect, for example, especially if one of the conditions according to Art. 7.2 is not fulfilled, you can notify Us of such a defect and exercise your rights from liability for defects (that is, claim about the Goods) by sending an e-mail or letter to Our contact address Podjavorinská 5, 81103 Bratislava. For a claim, you can also use the sample form provided by us, which forms attachment no. 1 of these Terms and Conditions.

7.4.2. In your notification, by which you apply for a claim, please provide a description of the defect in the Goods and your identification data, including the e-mail address to which you are interested in receiving an explanation of how to handle the claim, and also indicate which of the claims from liability for defects, specified in point 7.5 .4. until 7.5.8., you apply.

7.4.3. When making a claim, please also present us with a proof of purchase of the Goods (invoice) in order to prove your purchase from Us, otherwise we are not obliged to accept your claim.

7.4.4. We consider the day of initiation of the claim procedure to be the day of delivery of the defective Goods together with the relevant documents (according to point 7.4.3). In the event that your submission, with which you are making a claim, is incomplete (especially illegible, unclear, incomprehensible, does not contain the required documents, etc.), we will ask you to complete the submitted claim in writing, especially by e-mail. In this case, the claim procedure begins on the day of delivery of your supplemented submission.

7.4.5. If you do not complete the claim in accordance with point 7.4.4. of this article without undue delay, at the latest within 10 days from the date of delivery of Our invitation according to point 7.4.4. of this article, we will consider your submission unfounded.

7.5. Claim processing

7.5.1. Based on your decision, which of the rights according to § 622 and § 623 of Act No. 40/1964 of the Coll. The Civil Code as amended (hereinafter referred to as the "Civil Code") (specified in points 7.5.4 to 7.5.8), we will determine the method of processing the claim immediately, in complex cases no later than 3 working days from the date of application of your claim. In justified cases, especially if a complex technical evaluation of the condition of the Goods is required, no later than 30 days from the date of application of your claim.

7.5.2. After determining the method of handling the claim, we will handle the claim immediately, in justified cases we can also handle the claim later; however, processing of the claim may not take longer than 30 days from the date of application of the claim. After the expiry of the deadline for handling the claim, you have the right to withdraw from the Contract or you have the right to exchange the Goods for new goods, if possible.

7.5.3. We are obliged to issue you a written document about the processing of the complaint, no later than 30 days from the date of application of the complaint, and we will inform you about its processing via e-mail. In the event that the claim is accepted, we will send you the repaired Product or exchange the Product for a new product or refund the paid Product Price, unless we agree otherwise.

7.5.4. If it is a defect that we can remove, you have the right to have the defect removed free of charge, in a timely manner and properly. We will remove the defect in the Goods without undue delay.

7.5.5. Instead of removing the defect, you can request the replacement of the Product, or if the defect concerns only a part of the Product, the replacement of this part, in cases where this does not incur disproportionate costs for Us in relation to the Price of the Product or the severity of the defect.

7.5.6. Instead of removing the defect in the Product, we can always replace the defective Product with a perfect one, if this does not cause serious difficulties for you.

7.5.7. If it is a defect in the Goods that cannot be removed and which prevents you from being able to properly use the Goods as a defect-free good, you have the right to exchange the Goods or you have the right to withdraw from the Contract. You have the same rights if the defects are removable, but you cannot properly use the Product due to the reappearance of the defect after repair or due to a larger number of defects.

7.5.8. If there are other non-removable defects, you have the right to a reasonable discount from the Product Price.

7.5.9. We will deal with the claim by handing over the repaired Product, exchanging the Product, returning the Product Price, paying an appropriate discount from the Product Price, a written request to take over the Product or a justified rejection of the claim.

7.6. The exercise of rights from liability for defects and claims for goods is governed by paragraph 619 et seq. of the Civil Code, Act No. 250/2007 of the Coll. on consumer protection and amendments to Act of the Slovak National Council No. 372/1990 of the Coll. on offenses as amended (hereinafter referred to as the "Consumer Protection Act"), and Act No. 102/2014 of the Coll. on consumer protection in the sale of goods or provision of services based on a contract concluded at a distance or a contract concluded outside the seller's premises and on the amendment of certain laws as amended (hereinafter referred to as the "Consumer Protection in Distance Selling Act").

7.7. If you claim a Product:

 

1. during the first 12 months from the purchase of the Product, we can reject your claim only on the basis of a professional assessment; regardless of the result of the expert assessment, we will not require you to pay the costs of the expert assessment or other costs related to the expert assessment. We will provide you with a copy of the expert assessment justifying the rejection of the claim no later than 14 days from the day the claim was processed;
2. after 12 months from the purchase and we have rejected such a claim, we will indicate in the complaint handling document to whom you can send the Goods for expert assessment. If you send the Goods for expert assessment to a designated person, the costs of the expert assessment, as well as all other related costs incurred for the purpose, will be borne by Us, regardless of the result of the expert assessment. If you prove through expert assessment Our responsibility for the defect of the Goods, you can apply the claim again; the warranty period does not expire during the performance of the expert assessment. We are obliged to reimburse you within 14 days from the date of re-application of the complaint all costs incurred for the expert assessment, as well as all related costs incurred purposefully. A renewed claim cannot be rejected.

7.8. If you are a consumer, you have the right to exercise rights from liability for defects that occur with consumer goods within a period of 24 months from the receipt of the goods.

7.9. Hereby, we have properly informed you about your rights, which arise from paragraph 622 and 623 of Act no. 40/1964 of the Coll. the Civil Code. By concluding the Contract, you confirm that you have had the opportunity to read these terms of the Goods claim.

8. WITHDRAWAL FROM CONTRACT

8.1. Withdrawal from the Agreement, i.e. the termination of the contractual relationship between Us and You from its beginning, may occur for the reasons and methods specified in this article, or in other provisions of the Terms and Conditions, in which the possibility of withdrawal is explicitly stated.

8.2. In the event that you are a consumer, i.e. a person purchasing Goods outside the scope of your business activity, you have the right to withdraw from the Contract without giving a reason within 14 days from the date of delivery of the Goods, in accordance with the provisions of § 20 of the Act on Consumer Protection and Amendments to Certain Acts. However, we decided to provide a longer period for a withdrawal, which is 30 days. In the event that we have concluded a Contract, the subject of which is several types of Goods or the delivery of several parts of the Goods, this period begins to run only on the day of delivery of the last part of the Goods, and in the event that we have concluded a Contract on the basis of which we will deliver the Goods to you regularly and repeatedly, begins on the day of delivery of the first delivery. You can withdraw from the Agreement in any demonstrable way (in particular by sending an e-mail or a letter to our contact address Podjavorinská 5, 81103 Bratislava. For withdrawal, you can also use the sample form provided by Us, which forms Annex No. 2 of these Terms and Conditions.

8.3. Even as a consumer, however, you cannot withdraw from the Agreement in cases where the subject of the Agreement is:

1. a) sale of Goods, the Price of which depends on price movements on the financial market, which we cannot influence and which may occur during the expiry of the withdrawal period from the Contract;
2. b) the sale of alcoholic beverages, the price of which was agreed at the time of the conclusion of the Contract, while their delivery can be carried out no earlier than 30 days later, and their price depends on price movements on the market, which we cannot influence;
3. c) sale of Goods that were made according to your special requirements, that were custom-made for you or Goods intended specifically for one consumer;
4. d) sale of Goods that are subject to rapid deterioration or deterioration and Goods that have been inseparably mixed with other goods after delivery;
5. e) sale of Goods enclosed in protective packaging, which is not suitable for return due to health protection or hygiene reasons and whose protective packaging was broken after delivery;
6. f) sale of audio recordings, video recordings, audio-visual recordings or computer software sold in protective packaging, if the original packaging has been damaged;
7. g) sale of periodicals, with the exception of sales based on a subscription agreement and sale of books not supplied in protective packaging;
8. h) provision of electronic content, if it was not delivered on a physical medium and was delivered with your prior express consent before the expiration of the withdrawal period from the Contract and We have informed you that you do not have the right to withdraw from the Contract.

8.4. Deadline for withdrawal according to Art. 8.2 these Terms and Conditions is considered to be preserved if you send Us a notification that you are withdrawing from the Agreement during it.

8.5. In case of withdrawal from the Contract, the Price will be returned to you within 14 days from the effective date of withdrawal to the account from which it was credited, or to the account chosen in the withdrawal from the Contract. However, the amount will not be refunded before you return the Goods to Us or prove that they have been sent back to Us. Please return the goods to us clean, preferably including the original packaging.

8.6. In case of withdrawal from the Agreement according to Art. 8.2 of these Terms and Conditions You are obliged to send or hand over the Goods to Us or to a person authorized by Us to receive the Goods within 14 days of withdrawal, while you bear the costs of returning the Goods to Us. This does not apply if we agree to pick up the Goods personally or through a person authorized by Us. The deadline is preserved if the Goods were handed over for transport no later than the last day of the deadline. On the contrary, you have the right to have us return the price for transport, but only in the amount corresponding to the cheapest method of delivery of the Goods that we offered for the delivery of the Goods.

8.7. You are responsible for damage in cases where the Goods are damaged as a result of your handling them in a different way than it is necessary to handle them with regard to their nature and properties. In such a case, we will invoice you for the damage caused after the goods have been returned to us and the due date of the invoiced amount is 14 days.

8.8. We are entitled to withdraw from the Contract due to the sold-out of stocks, the unavailability of the Goods, or if the manufacturer, importer or supplier of the Goods agreed in the Contract has stopped production or made serious changes that made it impossible to fulfill our obligations under the Contract or for reasons of force majeure, or if using all Our efforts that can be fairly demanded of Us, we are not able to deliver the Goods to you within the period determined by these Conditions. In these cases, we are obliged to inform you of this fact without unnecessary delay and to return to you the already paid Total price for the Goods, within 14 days from the date of notification of withdrawal from the Contract. We will return the Total Price paid for the Goods to you in the same way as you paid the Total Price, while this does not affect the right to agree with you on another method of refund, if you will not be charged any additional fees in connection with this.

8.9. We are entitled to withdraw from the Agreement even if you have not taken over the Goods within 5 working days from the day when you were obliged to take over the Goods.

9. SUBMISSION OF INITIATIVES AND COMPLAINTS

9.1. As a consumer, you are entitled to submit suggestions and complaints in writing by email to: email@truefala.com.

9.2. We will inform you about the assessment of the initiative or complaint by e-mail sent to your e-mail.

9.3. The supervisory authority is the Slovak Trade Inspection (SOI), SOI Inspectorate for the Trenčín Region, with registered office: Hurbanova 59, 911 01 Trenčín, tel. no. 032/640 01 09.

9.4. If you are not satisfied with the handling of your complaint or complaint, you can submit a request for an inspection electronically via the platform available on the website https://www.soi.sk/sk/Podavanie-podnetov-staznosti-navrhov-a-ziadosti/Podajte - podnet.soi.

10. ALTERNATIVE RESOLUTION OF DISPUTES WITH CONSUMERS

10.1. You have the right to contact Us with a request for rectification by email sent to: email@truefala.com if you are not satisfied with the way in which we have handled your complaint or if you believe that we have violated your rights. If we respond negatively to your request or do not respond to it within 30 days of sending it, you have the right to submit a proposal to initiate alternative dispute resolution with the alternative dispute resolution entity (hereinafter referred to as the "Subject") pursuant to Act No. 391/2015 of the Coll. on alternative resolution of consumer disputes and on amendments to certain laws, as amended (hereinafter referred to as the "Act on Alternative Dispute Resolution").

10.2. The subjects are authorities and authorized legal entities according to paragraph 3 of the Act on Alternative Dispute Resolution, and their list is published on the website of the Ministry of Economy of the Slovak Republic. https://www.mhsr.sk/obchod/ochrana-spotrebitela/alternativne-riesenie-spotrebitelskych-sporov-1/zoznam-subjektov-alternativneho-riesenia-spotrebitelskych-sporov-1.

10.3. You can submit a proposal in the manner specified under Section 12 of the Alternative Dispute Resolution Act.

10.4. Furthermore, you have the right to initiate out-of-court dispute resolution online through the ODR platform available on the website https://ec.europa.eu/commission/presscorner/detail/sk/IP_16_297, or  https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=SK.

11. FINAL PROVISIONS

11.1. We will deliver all written correspondence with you by electronic mail. Our email address is listed under Our Identification Data. We will deliver correspondence to your e-mail address specified in the Contract, in the User Account or through which you contacted us.

11.2. The Contract can only be changed based on our written agreement. However, we are entitled to change and supplement these Terms and Conditions, but this change will not affect already concluded Contracts, but only Contracts that will be concluded after the effective date of this change.

11.3. In the case of force majeure or events that cannot be foreseen (natural disaster, pandemic, operational failures, subcontractor outages, etc.), we are not responsible for damage caused as a result of or in connection with cases of force majeure or unforeseeable events, and if this condition lasts for longer than 10 days, we and you have the right to withdraw from the Agreement.

11.4. The Annex to the Terms and Conditions contains a sample form for a claim and a sample form for a withdrawal from the Contract.

11.5. The Contract, including the Terms and Conditions, is archived in electronic form with Us, but is not accessible to you. However, you will always receive these Terms and Conditions and Order confirmations with a summary of the Order by e-mail, and you will therefore always have access to the Contract even without Our cooperation. We recommend always saving the confirmation of the Order and the Terms and Conditions.

11.6. Our activity is not subject to any codes of conduct according to par. 3 subs. 1 letter n) of the Act on Consumer Protection in Distance Selling.

11.7. These Terms and Conditions take effect from 3.8.2022.

 

 

 

APPENDIX NO. 1 - CLAIM FORM

Addressee:

Claim application

Title, name and surname:
Address:
E-mail:
Order and invoice number:
Order date:
Date of receipt of goods:
The goods that are being claimed (name and code):
Description and scope of product defects:
As a customer of the seller, I demand that my claim be dealt with in the following way:
I wish to return the money to a bank account (IBAN)/in another way

 

Attachments:

The date:

Signature:

 

 

 

 

 

APPENDIX NO. 2 - CONTRACT WITHDRAWAL FORM

Addressee: [TO BE ADDED].

I hereby declare that in accordance with Act no. 102/2014 of the Coll. on consumer protection during the sale of goods or provision of services based on a contract concluded at a distance or a contract concluded outside the seller's premises and on the amendment of certain laws as amended (hereinafter referred to as the "Act on Consumer Protection in Distance Selling"), I withdraw from the Agreement:

Title, name and surname:
Address:
E-mail:
Order and invoice number:
Order date:
Date of receipt of goods:
Reason for return:
Method for returning received funds:
I wish to return the money to a bank account (IBAN)/in another way

 

Notice to the consumer:

A seller is according to par. 10 subs. 4 of the Act on the Protection of Consumers in Distance Selling entitled to demand from the consumer reimbursement of the decrease in the value of the goods, which arose as a result of such handling of the goods, which is beyond the scope of the handling necessary to determine the properties and functionality of the goods.

The date:

Signature: