SK EN

Complaints Procedure

Effective from: 1 May 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.), Act No. 250/2007 Coll. on consumer protection and Act No. 102/2014 Coll. on consumer protection in distance sales.

Seller

II. Warranty period

The warranty period for goods is 24 months from the date the buyer takes possession of the goods. The warranty 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 ruzickagifts@gmail.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.

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 must resolve the complaint within 30 days from its submission. The buyer will be informed of the outcome by email or another verifiable means.

If the complaint is not resolved within the statutory 30-day period, the buyer has the right to withdraw from the contract or to demand a replacement.

VI. Buyer's rights in case of a defect

In accordance with §§ 622–623 of the Civil Code, the buyer has the right to:

  • have the defect remedied — the seller will repair the goods or replace the defective part where possible and proportionate;
  • replacement of the goods with a new piece if the defect cannot be remedied by repair;
  • a reasonable discount on the purchase price if the defect is irreparable but does not prevent use of the goods;
  • withdraw from the contract and receive a refund if the defect is irreparable and prevents proper use, or if the same defect recurs after repair.

The choice of remedy is primarily the buyer's, but the seller may propose an alternative if more appropriate in the circumstances.

VII. Reimbursement of costs

For an accepted complaint, the buyer is entitled to reimbursement of necessary costs incurred in connection with the complaint (especially reasonable postage for sending the goods to the seller). This must be claimed within one month after the warranty period ends.

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. The consumer may also use the European Commission's online platform: ec.europa.eu/consumers/odr.

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 May 2026.