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Complaints Procedure

Effective from: 1 July 2026

The legally binding version of this document is in Slovak. This English version is provided for the convenience of foreign customers; in case of any discrepancy, the Slovak version prevails.

I. Introduction

This Complaints Procedure governs how complaints are handled for goods purchased on ruzickagifts.com, in accordance with the Civil Code (Act No. 40/1964 Coll.), which governs the consumer's rights arising from liability for defects, and Act No. 108/2024 Coll. on consumer protection.

Seller

  • Ružena Štiglicová - Ružička
  • Jazdecká 10, 931 01 Šamorín, Slovak Republic
  • ID No. (IČO): 57593485
  • Tax ID (DIČ): 1076640609
  • Email: info@ruzickagifts.com
  • Phone: +421 905 586 532

II. Warranty period

The seller is liable for defects the goods have on receipt and for defects that appear within 24 months of the buyer taking possession of the goods (§ 619 of the Civil Code). This liability covers defects in materials, workmanship and functionality.

III. Defects not covered by the warranty

The warranty does not cover, in particular:

  • defects caused by normal wear and tear with reasonable use of the goods;
  • defects caused by improper use, use contrary to the intended purpose or instructions (e.g. washing the crochet wrap at high temperatures, contact with fire or sharp / corrosive substances);
  • mechanical damage caused by the buyer or a third party (tearing, cutting, leaking, broken stitches);
  • defects caused by improper storage (humidity, mould, prolonged direct sunlight);
  • minor variations in colour or yarn structure that are a natural result of handmade production and do not constitute a defect;
  • defects of which the buyer was informed before concluding the contract and which were reflected in the price.

For complaints about personalised goods (a crochet heart with custom text), the warranty covers only manufacturing defects — not a change of the buyer's preference regarding the text.

IV. Filing a complaint

A complaint must be filed without undue delay after discovering the defect, by:

  • email to info@ruzickagifts.com — please include the order number, a description of the defect and photos of the defect, or
  • post to the seller's registered address — include a cover letter with the same information.

Where possible, please attach proof of purchase (invoice or order confirmation) — this speeds up the process. Without proof, the seller will try to find the order using the buyer's name or email.

The seller will issue the buyer a written confirmation (normally by email) that the complaint has been filed, stating the date of filing, the defect notified and how the buyer asks for it to be remedied. The confirmation is issued without undue delay after the complaint is filed, and at the latest together with the record of how it was resolved.

Returning the goods is usually agreed individually — in some cases (e.g. minor damage clearly visible from a photo) the complaint can be resolved without physical return.

V. Time limit for resolving complaints

The seller sets a time limit for resolving the complaint, which may not exceed 30 days from its submission (§ 622(3) of the Civil Code). The limit may exceptionally be longer only for an objective reason beyond the seller's control. The buyer will be informed of the outcome by email or another verifiable means.

If the seller fails to resolve the complaint within this limit, the buyer has the right to a reasonable discount on the purchase price or to withdraw from the contract.

VI. Buyer's rights in case of a defect

The buyer's rights arising from liability for defects are governed by the Civil Code (§ 619 et seq.). If the goods have a defect for which the seller is liable, the buyer may exercise their rights in the following order:

1. Repair or replacement. The buyer first has the right to have the defect remedied — at their choice, either by repair of the goods or by replacement with a new item. The seller may refuse the chosen method if it is impossible or would entail disproportionate costs compared with the other method.

2. A reasonable discount on the price or withdrawal from the contract. The buyer may exercise these rights only where:

  • the seller has not repaired or replaced the goods, or has refused to remedy the defect;
  • the defect persists after repair or replacement, or recurs;
  • the seller has declared it will not remedy the defect within a reasonable time or without significant inconvenience to the buyer;
  • the defect is so serious that it justifies an immediate discount or withdrawal.

The buyer cannot withdraw from the contract for a defect that is minor. On withdrawal, the seller refunds the purchase price after the goods are returned or after the buyer proves they have sent them back.

VII. Reimbursement of costs

For a justified complaint, the buyer is entitled to reimbursement of the necessary costs reasonably incurred in connection with the complaint (especially reasonable postage for sending the goods to the seller). This right must be claimed with the seller during the warranty period, at the latest within two months of the complaint being settled (delivery of the repaired or replacement item, payment of a price discount, or refund of the price on withdrawal), otherwise it expires (§ 509(2) of the Civil Code).

VIII. Out-of-court dispute resolution

If the buyer is not satisfied with how the complaint was handled or believes the seller violated their rights, they may ask the seller for redress. If the seller refuses or does not respond within 30 days, the buyer may submit a proposal to initiate alternative dispute resolution (ADR) under Act No. 391/2015 Coll.

The list of ADR bodies is maintained by the Slovak Ministry of Economy and published on its website. A competent body is also the Slovak Trade Inspection (soi.sk).

IX. Final provisions

This Complaints Procedure forms an integral part of the Terms & Conditions of the Ružička e-shop. Matters not covered here are governed by the law of the Slovak Republic.

This Complaints Procedure becomes effective on 1 July 2026.