1. Withdrawal from the Contract Within 14 Days
If you are a consumer, under Act No. 102/2014 Coll. you have the right to withdraw from the contract without giving a reason within 14 calendar days of receiving the goods.
The period runs from:
- the day you receive a single shipment,
- the day you receive the last of several shipments of one order,
- the day you receive the last part of the delivery in the case of repeated delivery.
The right of withdrawal does not apply to:
- goods made to the buyer's special requirements (e.g. wine with a personalized label or engraving);
- goods that cannot be returned for hygiene reasons once their protective packaging has been opened;
- gift vouchers that have already been used (redeemed).
2. Return Procedure
- 1
Write to us
E-mail zlatyroh@zlatyroh.sk with your order number and a brief description of the reason. The model form is below.
- 2
Pack the goods
Ideally in the original packaging so the bottles survive the trip back. Add a copy of the invoice or at least the order number.
- 3
Send the package
To: Vinárstvo Zlatý Roh, K zlatému rohu 32, 841 10 Bratislava, Devín. We recommend an insured shipment. The cost of return shipping is borne by the buyer.
- 4
We refund your money
Within 14 days of receiving the goods (or proof that you sent them, whichever comes first). Using the same payment method you paid with.
3. Complaint Procedure
3.1 Warranty on wine: until the best-before date stated on the bottle label. For other goods, 24 months in accordance with the Civil Code.
3.2 The warranty does not cover:
- improper storage after receipt (direct sunlight, extreme temperatures, high humidity);
- mechanical damage caused by the buyer;
- natural changes in taste in older vintages; wine is alive.
3.3 To file a complaint, contact us by e-mail or phone and describe the defect. Ideally attach a photo of the bottle and the label. We will issue you a confirmation that the complaint was received.
3.4 We will handle the complaint without undue delay, no later than 30 days after it is filed. We will inform you of the outcome by e-mail.
3.5 Ways a complaint can be resolved:
- Exchange for new goods (preferred for a wine fault).
- Refund of the purchase price.
- A reasonable discount on the price of the goods, if the defect is repairable and the buyer decides to keep the goods.
4. What to Do with a Damaged Shipment
- On receipt, check the packaging before signing the delivery receipt.
- If the packaging is visibly damaged, draw up a damage report with the courier on the spot.
- Send photos of the damaged packaging and contents within 24 hours to zlatyroh@zlatyroh.sk.
- We will promptly send replacement bottles or refund your money, whichever you prefer.
5. Model Withdrawal Form
Just fill it in, sign it and send it (by e-mail or post). It is not mandatory; you can also withdraw in your own words.
TO:Vinárstvo Zlatý Roh, s. r. o. K zlatému rohu 32, 841 10 Bratislava, Devín E-mail: zlatyroh@zlatyroh.sk I hereby give notice that I withdraw from the purchase contractfor the following goods: ................................. Date of order: ............................ Date of receipt: ............................. Order number: ............................ Consumer's name and surname: ............ Consumer's address: ......................... E-mail: ........................................ Refund method (IBAN account number):............................................ Date and consumer's signature:............................................
6. Complaints Contact
E-mail: zlatyroh@zlatyroh.sk
Mailing address: Vinárstvo Zlatý roh s. r. o., K zlatému rohu 32, 841 10 Bratislava, Devín
Registered office (billing): Dvořákovo nábrežie 10, 811 02 Bratislava, IČO 55 451 951
If you are not satisfied with how your complaint was resolved, you may, under Act No. 391/2015 Coll., submit a proposal for alternative dispute resolution through the Slovak Trade Inspection (soi.sk) or the EU online platform at ec.europa.eu/consumers/odr.
