Exchange, return of goods

We know that in online stores you cannot try on and hold the goods. Therefore, if the ordered goods do not meet your expectations, the size does not fit you, etc., you have the right to exchange or return the goods under the following conditions:

The customer must send the goods by registered mail (not cash on delivery) to our address no later than 14 working days from receipt of the shipment:

Mysticism Arts and Crafts

Stefanikova 25

94901 Nitra

The customer pays for the shipping from the customer back to the store.

The goods must not be used or damaged in any way, must not be dirty, must not smell of cigarette smoke, or be dirty from women's makeup. They must be sent back in the original packaging, with all tags, stickers, or accessories that belong to it, and must be capable of being resold.

A copy of the invoice you received with the goods must be enclosed with the goods, along with a written justification for why you are returning the goods, your signature and the date of sending them back. In the written justification, also state whether you wish to exchange or return the goods. In the event of returning the goods, please provide the bank account number to which we should send the money.

When exchanging goods for another, any financial difference will be returned to the customer, or the customer will pay it in full.

Only the value of the goods is refunded, not the shipping cost.

Only properly returned goods can be exchanged for another or your money will be refunded.

Your money will be refunded within 15 days of receipt of the correctly returned goods by the seller.

Thank you for your understanding.

Complaint

We provide a 2-year warranty on all goods.
You can claim the goods in our store in Nitra or send them by mail.
The complaint must be resolved without undue delay, no later than within 30 days.
You can return the goods within 14 days in accordance with the terms and conditions.

Warranty period and shelf life of goods

The warranty period and the service life of the goods are different concepts. The service life of the goods is determined by the method and intensity of use and may not always be the same as the warranty period. This means that with intensive use, the service life may be shorter than the warranty period. The warranty period is 24 months and begins to run from the date of receipt of the goods.

How to proceed with a complaint

A complaint can only be filed within the warranty period, i.e. within 24 months of receipt of the goods. If a defect appears on the goods, a complaint must be filed immediately . Further use of the goods may cause the defect to worsen, the goods to deteriorate and may be grounds for rejecting the complaint.

The claimed goods must be complete (all tags, labels, accessories), clean, dry and hygienically safe.

When making a complaint, it is necessary to prove the purchase of the goods, preferably with proof of purchase (receipt or invoice).

If you are sending goods for a complaint by mail, write the reason for the complaint directly on the copy of the document and briefly describe the defect.

Address for sending complaints:

Mysticism Arts and Crafts

Stefanikova 25

94901 Nitra

More information: mystikaarts@gmail.com

Complaints procedure

The Complaints Procedure effectively specifies the procedure for the customer and Mystika Arts and Crafts in the event that, despite all efforts by Mystika Arts and Crafts to maintain the high quality of the goods offered, the customer has a legitimate reason to file a complaint.

Preventing defects

When choosing goods, it is necessary that the selected type and size of the product exactly match the customer's needs. Before purchasing a product, the customer takes into account the purpose of use, design, material composition and method of care of the goods. Only goods that are well selected in terms of function, assortment and size are a prerequisite for fulfilling the utility value and purpose of use of the goods.

Excessive use of the product or its use for an inappropriate purpose may adversely affect the functionality and lifespan of the product.

Proper and regular maintenance of the product is a prerequisite for the good condition of the goods and their full functionality.

General warranty conditions

The buyer's rights from liability for a breach of the purchase contract and from liability for defects in the goods (hereinafter referred to as a complaint) must always be exercised in accordance with this complaint procedure as amended, which is an integral part of the purchase contract between the seller and the buyer. The seller is obliged to inform the buyer of the content of the complaint procedure in an appropriate manner (e.g. by posting it in the store, publishing it on the website).

If the buyer discovers that the goods are not in accordance with the purchase contract upon receipt or if there is a defect in the goods, the buyer may file a complaint with the seller. The goods cannot be considered to be in breach of the purchase contract or defective and a complaint cannot be filed if:

• the change in the properties of the goods occurred as a result of wear or improper use, storage, improper intervention or mechanical damage
• the change in the properties of the goods occurred as a result of failure to perform necessary maintenance or as a result of its incorrect performance
• the complaint concerns a defect for which a lower price was agreed
• if the goods are used and the defect corresponds to the degree of use or wear and tear that the goods had when they were taken over by the buyer
• the goods are already completely worn out within their useful value
  
  

Filing a complaint

The buyer should file a complaint at the place where the goods were purchased. However, the buyer has the right to file a complaint at any establishment belonging to the seller where the complaint can be accepted, taking into account the range of goods sold, or at the seller's place of business or registered office.

The buyer should file a complaint without undue delay immediately after discovering the defect. If the buyer continues to use the goods after discovering the defect and causes more extensive damage, the complaint will not be accepted.

The seller is obliged to ensure the presence of an employee authorized to handle complaints in the store during all operating hours.

The buyer is obliged to prove that his claim for the settlement of the complaint is justified, i.e. to prove the place and time of purchase and the price of the purchased goods. The buyer shall prove the above-mentioned requirements with a sales receipt, warranty certificate, or in another credible manner.

Warranty period

The period for filing a complaint (warranty period) is 24 months and begins at the moment of receipt of the goods by the buyer, unless a longer warranty period is stipulated by special legal regulations.

The right to a complaint will expire if it is not exercised within the warranty period.

The period from the moment of filing a complaint until the time when the buyer is obliged to take over the goods after the repair is completed is not included in the warranty period. If the goods or their components are replaced, the warranty period will start again from the moment of taking over the goods (components).

The warranty period cannot be confused with the service life of the goods, i.e. the period during which the goods can last with proper use and maintenance, given their properties, purpose and intensity of use.

Complaint handling

The seller is obliged to decide on the validity of the complaint immediately, in more complex cases within three working days. This period does not include the time needed for a professional assessment of the defect.

The seller is obliged to issue a confirmation to the buyer stating the time and place of filing the complaint, the characteristics of the alleged defects, and the method and deadline for handling the complaint.

The complaint, including the removal of the defect, must be resolved without undue delay, no later than 30 days from the date of the complaint, unless the seller and the buyer agree on a longer period. After this period has expired, the buyer has the same rights as if it were a defect that cannot be removed.

The seller is entitled to decide on the complaint himself and is not obliged to comply with the buyer's request for a third party to assess the legitimacy of the complaint. The seller is further entitled to decide on the method of performing the warranty repair. The buyer cannot hand over the goods to a third party for repair without the seller's consent. In such a case, the buyer loses the right to free repair.

The buyer is obliged to take delivery of the goods on the date stated on the complaint handling confirmation. If the buyer does not collect the goods within six months of the indicated date and if the buyer has been requested to take delivery of the goods at least once during this period, the seller has the right to dispose of the goods.

Contradiction with the purchase contract

If the goods do not comply with the purchase contract upon receipt by the buyer, the buyer has the right to have the seller bring the goods into conformity with the purchase contract free of charge and without undue delay, at the buyer's request, either by replacing the goods or repairing them. If such a procedure is not possible, the buyer may request an appropriate discount on the price of the goods or withdraw from the contract. This does not apply if the buyer knew about the discrepancy with the purchase contract or caused the discrepancy with the purchase contract himself.

Removable defects

Defects, the removal of which does not affect the appearance, function and quality of the goods, and the repair can be properly carried out within the specified period, are defects that can be removed. The seller is responsible for assessing the nature of the defect. In such a case, the seller is obliged to remove the defect free of charge and repair the goods without undue delay. The buyer may request the exchange of the goods only if this is not disproportionate to the nature of the defect. If the above procedure is not possible, the buyer may request an appropriate discount on the price of the goods or withdraw from the contract.

If the same removable defect appears on the goods even after at least two previous repairs or if at least three removable defects occur simultaneously with the goods, the buyer has the same rights as if it were a non-removable defect.

Irremovable defects

Defects that cannot be removed and that prevent the proper use of the goods are irremovable defects. In such a case, the buyer is entitled to request a replacement of the goods or to withdraw from the contract.

In the event of another irremovable defect in the item, which does not prevent its use, the buyer is entitled to a reasonable discount on the price of the goods.

Dispute resolution

If the seller rejects the complaint as unjustified, or if another dispute arises during the complaint procedure, the buyer is entitled to contact a court expert and request an opinion on the legitimacy of the complaint. If the seller does not recognize the above-mentioned expert opinion, or submits an opinion with a different opinion to the buyer, both parties have the right to contact the competent court.