Terms and Conditions

Terms and Conditions

Article I.
Definition of Terms

  1. The operator of the website (e-shop) is ISSENCIA., s.r.o., with registered office at Bratislavská 64/76, 931 01 Šamorín.
  2. The seller is ISSENCIA., s.r.o., with registered office at Bratislavská 64/76, Šamorín 931 01, Slovakia.
  3. The supplier of goods and services offered on the e-shop issencia.sk is ISSENCIA., s.r.o., Bratislavská 64/76, Šamorín 931 01, Slovakia.
  4. The buyer is any visitor of the e-shop who has placed a binding order through the e-shop. For the purpose of the Act, especially Act No. 102/2014 Coll., a consumer is considered a natural person who, when concluding and fulfilling a consumer contract, does not act within the scope of their business, employment or profession.
  5. The e-shop is a computer system located on the internet network with public access, which allows ordering of goods and services remotely via an electronic device.
  6. Goods or services are all products published on the e-shop pages that can be ordered (have a listed price that is not zero).
  7. The buyer fully acknowledges electronic communication, especially through the e-shop, email communication, and phone communication, provided it is clear that the seller is communicating with the buyer or an authorized person.
  8. In the relationship between the seller and the buyer established otherwise than via remote electronic devices, and which does not concern the relationship between the provider of information society services and the recipient of such services, these general terms and conditions apply only to the necessary extent, consistent with legal regulations and logical order, unless agreed otherwise between the parties.
  9. By placing a binding order, the buyer confirms that they accept the Terms and Conditions for the delivery of goods declared by the seller. The relationship between the buyer and the seller is governed by these terms and conditions, which are binding for both parties.

Article II.

Price

  1. All prices listed for goods and services are final and include 20% VAT.
  2. The seller is bound by the price stated on the e-shop website at the time of the purchase.

Article III.

Order

  1. An order is created by confirming the ordering process in the e-shop, including the selection of goods or services by the buyer, completing the order form, and sending it to the seller. To properly process the order, it is necessary to fill in all required information and choose the delivery and payment methods.
  2. By submitting the order, the buyer agrees with the price of the ordered goods and services. Upon sending, the order becomes binding for the buyer and constitutes a proposal to conclude a purchase contract with the seller.
  3. After sending the order, the buyer will automatically receive an informational email confirming that the order has been received by the e-shop for processing. This email is not an order confirmation within the meaning of paragraph 4 of this article.
  4. The purchase contract is concluded when the order is confirmed by the seller. Any changes or amendments to the contract are possible only upon mutual agreement, unless otherwise stipulated by law. The order confirmation from the seller is sent as an electronic message to the buyer's email address or as a text message to the buyer's phone number specified in the order. This message confirms the extent to which the buyer's order is accepted. Any message from the seller that does not clearly confirm the order, or that rejects or declines it, shall be deemed as a rejection of the buyer’s order.
  5. If the seller is unable to fulfill the order or a part of it within the stated processing time, despite making maximum effort—e.g., if the product is no longer manufactured, unavailable from the manufacturer or external supplier, has undergone significant changes, or in case of force majeure—the seller has the right to cancel the order and will notify the buyer via email. The seller also has the right to cancel the order if the buyer has provided false or misleading information that cannot be verified (e.g., incorrect email, phone number, or non-existent address). If the buyer has made a prepayment, the seller must refund it within 14 days.
  6. Product images are for illustrative purposes only!

Article IV.

Payment Terms

  1. Goods and services in the e-shop can be paid for using the following methods:
    1. Cash on delivery (you pay the courier directly upon receipt of the goods)
    2. Cash payment upon personal collection in Šamorín or via Packeta.sk
    3. Card payment – after placing the order, you will be redirected to the secure PayU payment gateway, where you will enter the required details. If the transaction is authorized, the payment is processed immediately. We support secure payments.
  2. Surcharges for individual payment methods are listed in Article VI of these terms and conditions.
  3. The seller may offer the buyer discounts as follows:
    1. discount for registration in the e-shop,
    2. discount for repeat purchases,
    3. discount based on a one-time discount coupon.
  4. Offered discounts cannot be combined.

Article V.

Delivery Terms

  1. The seller is obliged to dispatch the goods to the buyer within 30 days from the creation of the order unless otherwise agreed or unless a longer delivery time is specified for the product.
  2. If the goods are in stock, they are shipped as soon as possible depending on available capacity.
  3. If the order contains multiple items and some of them are not in stock, we will inform the buyer and offer the option of partial deliveries.
  4. The place of fulfillment is considered the address where the goods are delivered.
  5. The seller arranges delivery to the buyer through:
  • Packeta home courier service
  • the Packeta pickup point service

Article VI.

Shipping, Handling and Payment Options

  1. Packeta Home – delivery is within 2 business days from dispatch:
    • Shipping via Packeta Home courier service is 3,99 EUR.
    • Payment by cash on delivery and card in advance.
  2. Packeta – Pickup points are operated by Packeta, s. r. o. These are not stores or branches of issencia.sk. Goods cannot be selected or tested on site. The pickup points only serve for collecting pre-ordered goods.
    • Shipping via Zásielkovňa service: 2.29 EUR
    • Payment in cash or by card at the pickup location
  3. Personal pickup – 0.00 EUR
    1. You can also pick up the ordered goods in person in Šamorín. We will notify you by email or phone once the goods are ready. Payment is possible in cash or by card. The pickup location is at: issencia, Bratislavská 64/76, Šamorín 93101.
  4. The above fees apply to delivery within the territory of the Slovak Republic.
  5. The seller may agree with the buyer on a different shipping method or price than those listed above.
  6. The seller may ship the available part of the order immediately and deliver the remaining part later within the legal timeframe, provided that the buyer is not charged any additional shipping fees beyond what was included in the order.
  7. DISPATCH TIME – Dispatch time is 1 to 5 business days. If any item is out of stock, we will contact you as soon as possible. Dispatch time means the goods will leave our warehouse within the stated period. The final delivery time then depends on the selected shipping method (Packeta).

Article VIII.

Cancellation of the Purchase Contract

  1. The buyer has the right to cancel the ordered goods or services within 24 hours from the conclusion of the purchase contract without a cancellation fee, except for goods manufactured to order, based on the consumer's specific requirements, or especially for one consumer.

Article IX.

Consumer’s Right to Return Goods Without Giving a Reason and Consumer Instruction

  1. According to Act No. 102/2014 Coll. on Consumer Protection in Distance Selling or Off-Premises Contracts, and amendments to certain laws (hereinafter referred to as the “Act”), the consumer has the right under § 7 and subsequent provisions to withdraw from the purchase contract within 14 calendar days from the day of receiving the goods, provided that the seller has fulfilled their information obligations under this Act. For other cases, paragraphs 2 or 3 of the Act shall apply. If the subject of the purchase contract is the delivery of goods, the consumer has the right to withdraw from the contract even before the goods are delivered.
  2. The returned goods must be intact, properly packaged in the original packaging with an unbroken protective seal, and unused.
  3. If the consumer wishes to exercise this right, they must submit a written withdrawal from the contract, either delivered in person to the seller’s contact address during business hours or sent via postal service on the last day of the 14-day period. Alternatively, the right may be exercised via another durable medium. The consumer must return or deliver the goods together with all documentation – e.g., original invoice, user manual, and any other documentation received – no later than 14 days from the date of withdrawal (§10 para. 1 of the Act). We recommend buyers make a copy of the invoice and send the goods as a registered and insured parcel. You can use the withdrawal form available here: Withdrawal from the Purchase Contract, where at least the fields marked with an asterisk (*) must be completed.
  4. Please do not send returned goods by cash on delivery – such parcels will not be accepted.
  5. The e-shop operator will refund the payment for the goods/services, including delivery charges as per §9 para. 3 of Act No. 102/2014 Coll., as well as any demonstrable expenses incurred for ordering the goods, within 14 days from receipt of the withdrawal. However, the refund may be withheld until the goods are returned or until the consumer proves that the goods have been sent back, unless the seller has offered to collect the goods themselves.
  6. The consumer bears the cost of returning the goods.
  7. The right of withdrawal does not apply to goods and services specified in §7 para. 6 letters a) through l) of Act No. 102/2014 Coll.
  8. The consumer is liable for any reduction in the value of the goods caused by handling beyond what is necessary to determine their functionality and properties.

Article X.

Rights and Obligations of Contracting Parties

  1. The contracting parties are considered to be the seller and the buyer.
  2. The buyer is obliged to:
    1. accept the ordered goods (the seller is entitled to claim damages),
    2. pay the agreed price to the seller for the received goods,
    3. check the integrity of the packaging, and, if necessary, the goods themselves when receiving them.
  3. The seller is obliged to:
    1. deliver the goods to the buyer in the required quality, quantity, and agreed price,
    2. deliver or subsequently send all documentation relating to the goods to the buyer, such as the invoice, complaint form, and user manual in the codified form of the English language,
    3. ELECTRONIC INVOICE – A receipt for the order is issued in the form of an electronic invoice. This can be downloaded from the email attachment at any time. You can also request the electronic invoice by sending an email to info@issencia.sk.

Article XI.

Data Protection (Privacy Policy)

  1. Personal data is processed in accordance with Act No. 18/2018 Coll. on the Protection of Personal Data, as amended.
  2. The operator does not provide the buyer's personal data to third parties, except for the selected shipping company responsible for delivery of goods or services, or to state authorities in the case of inspections, or to a data processor under a mutual agreement in accordance with Act No. 18/2018 Coll.
  3. The operator is obliged to secure personal data against access by unauthorized persons by implementing appropriate technical and organizational measures. All employees of the operator are also required to maintain confidentiality regarding personal data.
  4. The data subject has the rights defined in §§ 19 and following of Act No. 18/2018 Coll., specifically:
  1. the right to information, fulfilled through this content and terms and conditions,
  2. the right to request access to personal data relating to the data subject – under § 21, this means the right to request information on how and for what purposes your data is being processed. This request can be sent via the contact email,
  3. the right to rectify personal data – under § 22, this allows you to correct your data if it is outdated,
  4. the right to erasure of personal data – under § 23, applicable if you no longer wish for the operator to process your personal data,
  5. the right to restrict processing – under § 24, applicable if you believe data is being processed unlawfully,
  6. the right to object to processing – under § 27,
  7. the right to data portability,
  8. the right to lodge a complaint with a supervisory authority regarding the processing of your personal data.
  9. The operator collects the following personal data from the buyer: title, first name, last name, address, delivery address, billing address, phone number, email address – which are processed for the purpose of correctly fulfilling your order. These personal data are retained for 10 years for archival purposes. Processing includes issuing invoices, delivery notes, organizing transport, and bookkeeping.
  10. This website records your IP address, time spent on the site, and referring websites. Cookies are text files stored on your computer, used to measure website traffic and customize content display. Thanks to these files, we can offer better content. We consider this to be our legitimate interest. Some cookies are from third parties, e.g., YouTube, Google, etc.
  11. You can delete cookies at any time or adjust their collection settings in your browser. If you want to reject cookie collection, set it accordingly in your browser settings.
  12. If the buyer agreed to the processing of personal data for email marketing purposes, they agreed to receive emails sent to their contact email address.
  13. Personal data for email marketing purposes, including name and email address, are stored for five years. These data are not shared with third parties.
  14. You can withdraw your consent at any time by sending a request for deletion of personal data. We will delete your data immediately. You can also unsubscribe by unchecking the relevant box in your user account (if you created one). We will no longer use your data for email marketing purposes.
  15. Your satisfaction with your purchase is checked via email surveys as part of the Verified by Customers program, to which our e-shop is connected. We send the surveys after every purchase unless, under § 62 of Act No. 351/2011 Coll. on Electronic Communications, as amended, you refuse to receive such marketing emails. Processing for the survey is based on our legitimate interest in measuring customer satisfaction. To process responses, we use a processor – Heureka.sk – to whom we may transmit information about the purchased goods and your email. Your data is not shared with third parties for their own purposes. You can object to receiving these emails at any time using the unsubscribe link in the survey email.

Article XII.

Compensation for Damages in Case of Failure to Accept the Goods

  1. The seller has the right to claim compensation for damages (pursuant to § 420 et seq. of the Civil Code) if the buyer ordered goods which they did not cancel or withdraw from the contract and subsequently failed to accept the goods from the courier or did not collect the goods within the specified time in case of personal pickup. By doing so, the buyer violated their obligation stated in Article X point 2 letter a), i.e., to accept the ordered goods.
  2. When determining the amount of the compensation, the seller takes into account transportation costs and associated fees, packaging, dispatching, and administrative handling of the order, and other related costs. The seller is also entitled to claim lost profits.
  3. The seller reserves the right to waive or partially waive the right to claim damages.

Complaint Conditions of the E-shop

An integral part of the General Terms and Conditions

  1. Complaints can only be made for goods purchased from the seller and owned by the consumer.
  2. If the buyer is a consumer (a natural person not acting within the scope of business, employment, or profession), all goods are covered by a 24-month warranty unless stated otherwise, in accordance with the Consumer Protection Act and Civil Code. For used goods (if the buyer is informed), the warranty period is 12 months. If the buyer is not a consumer, the Commercial Code applies, and the warranty is 1 year – these complaint conditions do not apply.
  3. The warranty period starts on the day the goods are received from the courier or directly from the seller in case of personal pickup.
  4. The buyer must file the complaint with the seller immediately after discovering the defect.
  5. The warranty does not cover defects that occurred as a result of:
    • normal wear and tear,
    • unauthorized interventions or modifications,
    • use in conflict with the manual or intended purpose,
    • operation in unsuitable conditions or improper handling,
    • unauthorized repairs or parameter changes,
    • mechanical damage, improper storage,
    • electrical surges, static electricity,
    • external factors beyond the seller's control (force majeure, corrosion, aggressive environment, etc.).
  6. The following are also excluded from warranty:
    • damage caused by improper or excessive use,
    • incorrect usage,
    • improper storage,
    • mechanical damage caused by the buyer,
    • handling not in accordance with the instructions,
    • use in conditions not matching the product’s natural environment (humidity, chemical or mechanical influence),
    • lack of maintenance and care,
    • overloading the product,
    • violation of general standards, safety requirements, or warranty conditions.
  7. Damage caused by natural disasters is also excluded from warranty.
  8. Normal wear and tear is not considered a defect. For products with minimum durability or use-by dates, the duration may be shorter and is stated on the packaging if applicable.
  9. The product must be returned to the address listed below (not via cash on delivery) or delivered in person. Pack the goods securely to prevent damage during shipping. We recommend sending it as a registered and insured parcel. Include a copy of the purchase invoice and a description of the defect or preferably the completed Complaint Form (http://www.nakupujbezpecne.sk/docs/form/reklamacia.pdf).
  10. The seller will confirm the receipt of the complaint and issue a confirmation of its acceptance. The day of the complaint is the day it is delivered to the seller. If the confirmation cannot be issued immediately, it must be sent without delay, no later than with the outcome of the complaint. The complaint result will be provided in writing.
  11. The seller must determine how the complaint will be handled immediately, or within 3 business days in complex cases. If technical evaluation is required, the period extends up to 30 days. Once determined, the complaint must be resolved promptly. Complaints must be resolved within 30 days. If the deadline is missed, the buyer has the right to withdraw from the contract and receive a full refund or a replacement product.
  12. Buyer’s rights when making a complaint:
    1. For removable defects: the right to have the defect corrected free of charge and in a timely manner,
    2. The buyer may request a product replacement instead of repair if reasonable,
    3. The seller may provide a replacement instead of repair if it causes no major inconvenience,
    4. For unremovable defects that prevent proper use: the right to exchange the product or withdraw from the contract,
    5. For other unremovable defects: the right to an adequate price reduction.
  13. The complaint is considered resolved if the product is repaired, replaced, refunded, or if the complaint is properly rejected. The buyer is informed within the legal time frame.
  14. Inspect the product and packaging for damage upon delivery. We recommend opening the parcel in the presence of the courier. Your signature confirms the packaging was intact.
  15. These complaint conditions form an integral part of the General Terms and Conditions. The seller reserves the right to modify them at any time without prior notice.

Complaint Procedure:

  1. Inform us about the complaint by phone, email, or in writing
  2. We will immediately provide instructions for free return via Packeta
  3. Include the reason for the complaint, your address, and proof of purchase (invoice)
  4. The sender must pack the goods in a sturdy and suitable package, with proper padding to prevent damage during transport (bubble wrap, air pillows, polystyrene, etc.)

Note: If you choose to send the parcel via standard post, we do not reimburse the postage cost.
In case of a legitimate complaint, the cost of returning the goods back to the customer will be covered by the company.

! Notice: Returned goods must not be used, damaged, or otherwise devalued. Please send the goods back as a registered and insured parcel, as we do not take responsibility for any loss during transit. Cash-on-delivery parcels will not be accepted. If the product is damaged or used, your refund may be denied. If the product has already been unsealed and used, it cannot be returned for hygienic reasons. If the consumer returns goods that are damaged, partially used, or not in the same condition in which they were sent by the seller, they acknowledge that the seller is entitled to cover the resulting damages from the paid amount for the goods, or the refund may be denied.

Article XIII.

Final Provisions

  1. The seller reserves the right to modify and supplement these general terms and conditions and complaint conditions at any time without prior notice to the buyer. In case of a change, the entire purchase process shall follow the terms valid at the time of order placement, which are available on the seller's website.
  2. The complaint conditions are an integral part of these general terms and conditions.
  3. By placing an order, the buyer confirms that they have read and agreed to the general terms and conditions and the complaint policy.
  4. These conditions have been developed within the certified e-shop project nakupujbezpecne.sk.
  5. The general terms and complaint conditions are available at the company’s registered office for review, as well as published on the e-shop website.
  6. If the consumer is not satisfied with the way the seller handled a complaint or believes that their rights were violated, they can request redress from the seller. If the seller responds negatively or fails to respond within 30 days, the consumer has the right under § 12 of Act No. 391/2015 Coll. to initiate an alternative dispute resolution process. The competent body is the Slovak Trade Inspection – Trnava Inspectorate, Pekárska 23, 917 01 Trnava 1, or another authorized legal entity listed by the Ministry of Economy of the Slovak Republic: list of ADR entities. Consumers may also use the EU online dispute resolution platform at http://ec.europa.eu/consumers/odr/.
  7. All matters not expressly regulated by these general terms and conditions or their attachments shall be governed by relevant provisions of Act No. 40/1964 Coll., Act No. 250/2007 Coll., Act No. 102/2014 Coll., Act No. 18/2018 Coll., Act No. 22/2004 Coll., and Act No. 513/1991 Coll., as amended.
  8. In case a separate agreement is concluded with different conditions, the terms in that agreement shall take precedence over these general terms and conditions.
  9. These general terms and conditions including all attachments come into effect on February 1, 2020.

IF THE GOODS ARE NOT IN STOCK

If you paid for your order in advance by bank transfer and the goods are not in stock, the payment will be refunded to the account from which it was received within 10 business days.

OWNERSHIP OF GOODS

The goods remain the property of the company until the full payment is received:

ISSENCIA., s.r.o.
Address: Bratislavská 64/76, Šamorín 931 01, Slovakia
Company ID: 55347061
VAT ID: SK2121955374

info@issencia.com

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