Complaints Policy
(Liability for Defects, Complaints and Consumer Rights)
Trader / Seller:
matchiareň s.r.o.
Banky 491, 972 25 Diviaky nad Nitricou, Slovakia
Company ID No.: 56983948
Registered in the Commercial Register maintained by the District Court Trenčín, Section: Sro, Insert No.: 55951/R
E-shop: www.matchiaren.eu
Tel.: +421 910 771 737
Purpose of the Complaints Policy
This Complaints Policy regulates the manner and place for submitting complaints, the procedure for handling complaints and the rights of consumers in connection with the sale of goods through the e-shop.
Legal Basis
This Complaints Policy is governed by the applicable provisions of Slovak law, in particular:
- Sections 619–623 of the Slovak Civil Code,
- Act No. 108/2024 Coll. on Consumer Protection,
- the relevant provisions of the Slovak VAT Act and the Slovak Accounting Act.
Scope of Liability
The Trader is liable for defects in goods that existed at the time the goods were delivered to the consumer. The consumer must report a defect without undue delay after discovering it.
Liability for Defects
The Trader is liable for any defect that the goods have at the time of delivery to the consumer and that becomes apparent within two years of delivery.
In the case of used goods, the parties may agree on a shorter liability period, which may not be shorter than one year from the delivery of the goods.
The consumer must report the defect without undue delay after discovering it, no later than two months after its discovery and, in any event, no later than the expiry of the applicable liability period stated above.
If a defect becomes apparent within two years of delivery, it is presumed to have existed at the time of delivery unless proven otherwise or unless such a presumption is incompatible with the nature of the goods or the defect.
Consumer Rights in the Event of a Defect
The consumer has the right to choose:
- repair of the goods,
- replacement of the goods with new goods,
- an appropriate reduction in the purchase price,
- withdrawal from the purchase contract in accordance with applicable legislation.
The chosen method of remedy must not be impossible or disproportionate in view of the circumstances, in particular the value of the goods, the seriousness of the defect and the availability of the chosen remedy.
Scope of Application
This Complaints Policy applies to all goods purchased by consumers through the e-shop www.matchiaren.eu.
Exception for Food Products
The consumer may not withdraw from the contract or exercise rights arising from liability for defects in relation to:
- goods that are liable to deteriorate or expire rapidly (e.g. opened matcha powder),
- goods supplied in sealed packaging where the seal has been broken and the goods cannot be returned for hygiene reasons.
Remedy of Defects
The consumer is entitled to have defects remedied free of charge during the applicable liability period.
The defect may be remedied by repair or replacement, provided that the chosen method is not impossible or disproportionate.
Submitting a Complaint and Commencement of the Complaint Procedure
The consumer may submit a complaint in writing (by e-mail or letter), by telephone or in person at the Trader's premises.
The complaint procedure begins on the day when the consumer clearly notifies the Trader of the defect, regardless of when the goods are physically delivered to the Trader.
For the complaint to be processed, the consumer should provide:
- the goods being complained about, where their return is possible,
- a copy of the proof of purchase (invoice, receipt or delivery note).
The goods must be appropriately packaged to prevent damage during transport. The Trader recommends insuring the shipment.
The Trader does not accept goods sent on a cash-on-delivery basis.
Upon receipt of the complaint, the Trader will provide the consumer with written confirmation of its receipt, specifying the nature and extent of the defect.
Time Limit for Handling Complaints
The Trader will remedy the defect or provide replacement goods within a reasonable period, no later than 30 days from receipt of the complaint, unless there are objective reasons preventing the complaint from being resolved sooner.
Rejection of a Complaint
If the Trader rejects liability for a defect, the Trader will inform the consumer in writing of the reasons for the rejection.
The consumer may report the defect again if the defect is demonstrated by an expert opinion or professional assessment issued by an authorised person.
Costs Associated with Complaints
The costs of handing over the goods for repair or replacement shall be borne by the Trader.
Following repair or replacement, the Trader will deliver the goods to the consumer in the same or a similar manner, unless the parties agree otherwise.
Liability for Replacement Goods
The Trader is liable for defects in replacement goods in the same manner as for the original goods.
Loss of the Right to Claim
The consumer loses the right to make a claim in cases involving:
- mechanical damage to the goods caused by the consumer,
- use of the goods under unsuitable conditions,
- improper or unauthorised intervention,
- normal wear and tear,
- intervention by an unauthorised person.
Additional Provisions
Exercising rights arising from liability for defects does not exclude the consumer's right to compensation for damage caused by the defect.
Where goods are replaced, the liability period for the replacement goods begins on the date on which the consumer receives them.
The consumer may not withdraw from the contract if the consumer contributed to the occurrence of the defect or if the defect is negligible.
Bratislava, 18 February 2026