Exchange and return of goods

Exchange, return of goods


We know that in online stores you cannot try on the goods and grab them. Therefore, in the event that 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 after receiving the shipment: 

Mystika Arts and Crafts

Štefániková 25

94901 Nitra

Transport from the customer back to the store is paid for by the customer himself. 

The goods must not be used or damaged in any way, dirty, must not smell of cigarette smoke, or be dirty from women's make-up. It must be sent back in the original packaging, with all stamps, stickers or accessories that belong to it, it must be able to be resold.

The goods must be accompanied by a copy of the invoice that you received with it, with a written justification as to why you are returning the goods, with your signature and the date of return. In the written justification, also indicate whether you wish to exchange or return the goods. In case of returning the goods, state the number of the bank account to which we should send you the money.

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

Only the value of the goods is returned, not the postage.

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

The money will be returned to you within 15 days of receipt of the correctly returned goods by the seller.

Thank you for understanding.

Complaint

We provide a 2-year warranty for all goods.
You can claim the goods in our store in Nitra or send them by post.
The complaint must be processed without unnecessary delay, within 30 days at the latest.
You can return the goods within 14 days in accordance with the terms and conditions.

Warranty period and product life

The warranty period and the service life of the goods are different concepts. The service life of the goods is determined by the manner 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 starts from the day of receiving the goods.

How to proceed with a complaint

Claims can only be made within the warranty period, i.e. up to 24 months after receiving the goods. If a defect appears on the goods, a claim must be made without delay. Further use of the goods may cause aggravation of the defect, deterioration of the goods and may be grounds for rejecting the claim.

The advertised goods must be complete (all signs, tags, accessories), clean, dry and hygienically sound.

When making a claim, it is necessary to prove the purchase of the goods, preferably proof of purchase (by seller or invoice).

In the event that you send the goods for a claim by post, write directly on the copy of the document the reason for the complaint, briefly describe the defect. 

Address for sending complaints:

Mystika Arts and Crafts

Štefániková 25

94901 Nitra


More details: mystikaarts@gmail.com

Return policy

The complaint procedure effectively specifies the procedure for the customer and the Mystika Arts and Crafts company in the event that, despite all the company's efforts Mystika Arts and Crafts to maintain the high quality of the offered goods, the customer will have a legitimate reason to file a complaint.

Prevention of defects

When choosing goods, it is necessary that the chosen type and size of the product exactly meet the needs of the customer. Before purchasing the product, the customer will take into account the purpose of use, design, material composition and method of treatment of the goods. Only well-chosen goods in terms of functionality, 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 can adversely affect the functionality and service life of the product.

Correct and regular maintenance of the product is a prerequisite for the good condition of the product and its full functionality. 

General warranty conditions

The buyer's rights from responsibility for a breach of the purchase contract and from responsibility for product defects (hereinafter referred to as a complaint) must always be exercised in accordance with this complaint procedure in its current version, 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 way (e.g. by posting it in the store, publishing it on www pages).

In the event that 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 can file a claim with the seller. It cannot be considered a violation of the purchase contract or a defect in the goods and a claim cannot be made if:

  • the change in the properties of the goods occurred as a result of wear and tear or incorrect use, storage, incorrect intervention or mechanical damage
  • the change in the properties of the goods occurred as a result of not performing the necessary maintenance or as a result of its incorrect performance
  • the complaint concerns an error for which a lower price was negotiated
  • if the goods are used and the defect corresponds to the level of use or wear and tear the goods had when the buyer took them over
  • the goods are already completely worn out within their useful value

Claim application

The buyer should make a complaint in the place where he bought the goods. However, the buyer has the right to file a complaint in any establishment belonging to the seller, in which receiving a complaint is possible, with regard to the range of goods sold, or at the seller's place of business or headquarters. 

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

The seller is obliged to ensure the presence of a worker authorized to handle complaints in the store during the entire operating time.

The buyer is obliged to prove that his claim to processing the claim is justified, i.e. document the place and time of purchase and the price of the purchased goods. The above-mentioned requirements shall be documented by the buyer with a sales document, warranty card, or in another credible way.

Warranty

The deadline for making a claim (warranty period) is 24 months and begins at the moment of receipt of the goods by the buyer, unless a longer guarantee period is established by special legal regulations.

The right to claim expires if it has not been exercised within the warranty period.

The period from the moment of application of the claim to the time when the buyer is obliged to take over the goods after the repair is not included in the warranty period. If the goods or their parts are replaced, the warranty period starts again from the receipt of the goods (parts).

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

Complaint processing

The seller is obliged to decide on the legitimacy of the complaint immediately, in more complex cases within three working days. This deadline does not include the time required for expert assessment of the defect.

The seller is obliged to issue a confirmation to the buyer, in which he indicates the time and place of the complaint, the characteristics of the alleged defects, the method and deadline for processing the complaint.

The complaint, including the removal of the defect, must be dealt with without undue delay, no later than 30 days from the date of application of the complaint, unless the seller and the buyer agree on a longer period. After the expiration of this period, 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 validity of the complaint. The seller is also entitled to decide on the method of carrying out the warranty repair. The buyer cannot hand over the goods for repair to a third party without the consent of the seller. In such a case, the buyer loses the right to perform the repair free of charge.

The buyer is obliged to take delivery of the goods on the date indicated on the claim confirmation. If the buyer does not pick up the goods within six months from the specified date and if the buyer has been invited to collect the goods at least once during this time, the seller has the right to dispose of the goods.

Contradiction with the purchase contract

In the event that the goods upon acceptance by the buyer are not in accordance with the purchase contract, the buyer has the right to have the seller restore the goods to a condition corresponding to the purchase contract, free of charge and without unnecessary delay, according to the buyer's request, either by replacing the goods or by repairing them. If such a procedure is not possible, the buyer can demand a reasonable discount on the price of the goods or withdraw from the contract. This does not apply if the buyer knew about the conflict with the purchase contract or caused the conflict with the purchase contract himself. 

Defects that can be removed

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. Assessment of the nature of the defect belongs to the seller. In such a case, the seller is obliged to remove the defect free of charge and without undue delay and repair the goods. The buyer can demand the exchange of goods only if this is not disproportionate due to the nature of the defect. If the above procedure is not possible, the buyer can ask for a reasonable discount on the price of the goods or withdraw from the contract.

In the event that the same removable defect appears on the goods even after at least two previous repairs, or if at least three removable defects occur with the goods at the same time, 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 irreparable defects. In such a case, the buyer is entitled to demand the exchange of goods or withdraw from the contract.

In the event of another non-removable defect of the item, which does not prevent its use, the buyer has the right to a reasonable discount on the price of the goods.

Dispute resolution

In the event that the seller rejects the claim as unjustified, or if another dispute arises during the claim procedure, the buyer is entitled to contact a legal expert and request an opinion from him on the validity of the claim. In the event that the seller does not recognize the above-mentioned expert opinion, or presents the buyer with an opinion with a different opinion, both parties have the right to apply to the relevant court.