Complaints Policy of the DrinkOnline.eu Online Store

1. General Provisions

This Complaints Policy governs the procedure for exercising rights arising from defective performance when purchasing goods in the online store DrinkOnline.eu (www.drinkonline.eu) and is an integral part of the General Terms and Conditions.

The seller is:

DRINKSHOP s. r. o.
Bratislavská 971
Trenčín 911 05
Company ID (IČO): 36333034
VAT number (IČDPH): SK2021787570

The buyer is a consumer or a business entity.
•    Legal relations between the seller and the buyer – consumer, not regulated by this Complaints Policy, are governed by the relevant provisions of Slovak Act No. 40/1964 Coll. Civil Code, as amended, Slovak Act No. 250/2007 Coll. on Consumer Protection, as amended, and Slovak Act No. 102/2014 Coll. on Consumer Protection in the Sale of Goods or Provision of Services Based on a Distance Contract, as amended.
•    Legal relations between the seller and the buyer – entrepreneur, are governed by Slovak Act No. 513/1991 Coll. Commercial Code, as amended.

2. Liability for Defects and Duration of Rights from Defective Performance

•    The seller is liable for defects that the goods have at the time of receipt by the buyer, as well as for defects that appear within 24 months from the date of receipt by the consumer.
•    If the goods have an indicated expiration date or minimum shelf life, the rights from defective performance expire upon the end of this date.
•    If the buyer is a business entity, the rights from defective performance are governed by the Slovak Commercial Code, with a standard period of 12 months, unless otherwise agreed in writing.
•    Liability does not cover defects caused by mechanical damage, normal wear and tear, improper use, storage, or unauthorized handling of the goods.

3. Submitting a Complaint

•    A consumer may submit a complaint:
– by sending the goods to the address: Sklad DrinkShop, areál LogikPark, Bratislavská 971, 911 05 Trenčín,
– in person at the registered office of DRINKSHOP s. r. o., Bratislavská 971, 911 05 Trenčín,
– by sending an email to shop@drinkonline.eu.
– When submitting a complaint, it is necessary to include a copy of the proof of purchase and a description of the defect. The claimed goods should be clean and complete, if possible.
•    In the case of a complaint submitted by email, the buyer must follow the seller’s instructions regarding the shipment or delivery of the claimed goods. After receiving the email complaint, the seller will, without undue delay, ask the buyer to deliver the goods to the complaint address.
•    The costs of delivering the claimed goods to the seller are borne by the buyer. If the complaint is justified, the consumer has the right to reimbursement of necessary and reasonably incurred expenses (in particular, standard postage). These costs will be reimbursed without undue delay after the presentation of proof of payment (e.g. postal receipt).

4. Confirmation and Handling of Complaints

•    Upon submission of a complaint, the seller shall issue a confirmation to the buyer containing:
– date of complaint submission,
– identification of the buyer,
– identification of the claimed goods,
– description of the claimed defect,
– requested method of complaint handling.
•    If the complaint is submitted by email, the confirmation will be sent electronically.
•    The seller shall determine the method of complaint handling without delay, and in complex cases no later than within 3 working days. The entire complaint, including the removal of the defect, shall be handled no later than 30 days from the date of its submission, unless otherwise agreed with the buyer.
•    The buyer will be informed about the result of the complaint handling by email or in writing and will receive a written confirmation of the outcome.

5. Consumer Rights in Case of Defects

•    Depending on the nature of the defect, the consumer has the following rights:
a) If it is a defect that can be removed:
– the right to free, timely, and proper removal of the defect,
– the right to exchange the goods if this is not disproportionate given the nature of the defect; if the defect concerns only a part of the product, the consumer may request replacement of the part.
b) If it is a defect that cannot be removed and prevents proper use of the goods:
– the right to exchange the goods or the right to withdraw from the purchase contract.
c) In the case of recurrence of a defect after repair or a larger number of defects:
– the consumer has the right to exchange the goods or the right to withdraw from the purchase contract.
d) If it is another non-removable defect:
– the consumer has the right to an appropriate discount on the price of the goods.
•    The consumer is obliged to submit a complaint without undue delay after discovering the defect.

6. Out-of-Court Dispute Resolution

•    The consumer has the right to contact the Slovak Trade Inspection or another authorized body for alternative dispute resolution (ADR) if they are not satisfied with the way the complaint was handled or if they believe that the seller has violated their rights.
•    More information is available at www.soi.sk
 and on the European Online Dispute Resolution platform at the provided link.

7. Final Provisions

•    This Complaints Policy enters into force on 01.07.2025 and is published on www.drinkonline.eu.
•    Contracts concluded before the effective date of this policy are subject to the version valid at the time of their conclusion.