Returns & claims

Returns — 14-day withdrawal

As a consumer you may withdraw from the contract without giving a reason within 14 days of receiving the goods (Sections 19–22 of Slovak Act No. 108/2024 Coll.); you may withdraw even before receipt. How it works:

1. Fastest:withdraw from the contract online here— all you need is the order number and e-mail; we will immediately send an e-mail confirmation of receipt including its content, date and time (Section 20a of Act No. 108/2024 Coll.). Or e-mail us at [email protected] with your order number — an informal statement is enough, or use the model form annexed to the terms & conditions.
2. Send the goods within 14 days of withdrawal to: MusK s.r.o., Montážna 15, 971 01 Prievidza, Slovenská republika. Return shipping is paid by the buyer; please don’t send cash-on-delivery parcels.
3. We refund the price 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.

Complaints (liability for defects)

We are liable for defects existing at delivery which become apparent within 2 years of delivery (Sections 619 et seq. of the Slovak Civil Code). A defect appearing within 2 years is presumed to have existed at delivery unless we prove otherwise. The detailed procedure, deadlines and your remedies are set out in the complaints procedure. Please notify a defect within 2 months of discovering it:

1. E-mail [email protected] with the order number, a description of the defect and ideally photos, or send the goods with a description to the address above. We confirm the defect notification without delay.
2. You are first entitled to repair or replacement of your choice; if we fail or refuse to remedy the defect, it recurs, or it is a material breach, you are entitled to a price reduction or withdrawal (refund).
3. We settle complaints within 30 days of the defect notification at the latest (longer only for objective reasons beyond our control) and inform you by e-mail. For justified complaints we also reimburse the reasonable costs of making the claim.

If a parcel arrives damaged, please document it on receipt (photo, carrier damage report) — it speeds up the resolution.

Alternative dispute resolution

If we don’t resolve your claim to your satisfaction, first ask us for redress at [email protected]. If we refuse or don’t reply within 30 days, you may file a petition for alternative dispute resolution with the Slovak Trade Inspection (www.soi.sk) or another body listed by the Slovak Ministry of Economy (www.mhsr.sk) — Act No. 391/2015 Coll. The consumer-protection supervisory authority is the Slovak Trade Inspection, Inspectorate for the Trenčín Region, Hurbanova 59, 911 01 Trenčín. The EU ODR platform was discontinued as of 20 July 2025; for cross-border disputes the European Consumer Centre in Slovakia can help (www.europskyspotrebitel.sk). Contact: +421 903 502 897 / +421 948 312 415. Details are governed by the terms & conditions.