Complaints procedure

Basic information

This complaints procedure sets out how to exercise defect-liability rights (complaints) and the practical steps for returning goods under the 14-day withdrawal right. The seller is MusK s.r.o., Montážna 15, 971 01 Prievidza, Slovenská republika, e-mail [email protected], phone +421 903 502 897 / +421 948 312 415. It supplements the terms & conditions and applies to buyers who are consumers.

Defects we are liable for

We are liable for defects existing at the time of delivery which become apparent within two years of delivery (Sections 619 et seq. of the Slovak Civil Code as amended by Act No. 108/2024 Coll.). A defect appearing within two years is presumed to have existed at delivery unless we prove otherwise. Normal consumption of the product, natural variations of handmade production (shade, soap pattern) within the range described on the product page, and damage caused by improper storage or use contrary to the warnings on the packaging are not defects. For products with a minimum-durability date or a period-after-opening (PAO symbol), we are liable for defects appearing within that period.

How to make a complaint (step by step)

1. Contact us — by e-mail at [email protected] or in writing to MusK s.r.o., Montážna 15, 971 01 Prievidza, Slovenská republika. You may also notify the defect by sending the goods with a description of the defect.
2. What to state and enclose: the order or invoice number, a description of the defect (what appeared and when), ideally photos, and — if you are sending the goods — the goods themselves. No need to hunt for the receipt; we can look the purchase up by order number, and you may prove it by other means too.
3. Confirmation of the defect notification is provided without delay after receipt (by e-mail) — it states the date and the described defect.
4. Deadline: we settle the complaint within 30 days of the defect notification at the latest — by handing over the repaired goods, replacement, refund, price reduction, or a justified rejection. A longer period is possible only for an objective reason beyond our control, of which we will inform you. We notify you of the outcome by e-mail.

Please notify a defect within two months of discovering it, and no later than the end of the liability period. Reasonable costs of a justified complaint (e.g. postage) are reimbursed.

Your remedies for a defect

• First, repair or replacement — at your choice, unless the chosen remedy is impossible or would cause us disproportionate costs. Carried out within a reasonable time and free of charge.
• Price reduction or withdrawal (refund) — in particular where we fail or refuse to remedy the defect, it recurs, it is a material breach, or it is clear the defect will not be remedied in a reasonable time or without significant inconvenience to you. Withdrawal is not available for an immaterial defect.

If a parcel arrives damaged, we recommend documenting it on receipt (photo, carrier damage report) — not a condition of the complaint, but it speeds things up considerably.

Returns within 14 days (withdrawal)

Alongside defect complaints, as a consumer you may withdraw from the contract without giving a reason within 14 days of receiving the goods (Sections 19–22 of Act No. 108/2024 Coll.). The fastest way is the online withdrawal function; details and the model form are in the terms & conditions and on the Returns & claims page. For returning the goods:

• before withdrawing you may test the goods as you would in a brick-and-mortar shop — e.g. unpack them and examine their characteristics; testing is not a ground for refusing the return,
• statutory exception: cosmetics in sealed protective packaging broken after delivery (an unsealed hygiene seal, an opened or partly used product) cannot be returned for health-protection and hygiene reasons — Section 19(1)(f) of Act No. 108/2024 Coll.,
• if you use the goods beyond what is needed to establish their nature and functioning, you do not lose the right to withdraw — but you are liable for the resulting decrease in value, which may be deducted from the refund,
• send the goods within 14 days of withdrawal to MusK s.r.o., Montážna 15, 971 01 Prievidza, Slovenská republika (not cash on delivery); the direct return cost is borne by you,
• we refund all payments incl. the original shipping (up to the cheapest offered delivery) within 14 days of receiving the withdrawal, using the same payment method; we may withhold the refund until we receive the goods back or you prove their dispatch.

If you are not satisfied

First ask us for redress at [email protected]. If we refuse or do not reply within 30 days, you may file a petition for alternative dispute resolution with an ADR body — e.g. the Slovak Trade Inspection (www.soi.sk) — under Act No. 391/2015 Coll.