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Returns and complaints

This page summarizes the rules for returning goods, withdrawing from a contract and making complaints in the One by One Design e-shop. The detailed terms and conditions are available here: Terms and Conditions.

How to proceed

If you want to withdraw from the contract, return goods or make a complaint about defective goods, contact us by e-mail at jana@onebyone.sk or use the online function Withdrawal from contract.

We recommend that your message includes the order number, first name and surname, the e-mail address used for the order and a brief description of the request. For complaints, we recommend attaching a description of the defect and photographs if they can help assess the defect. Provide an IBAN only if the payment cannot be refunded using the same method by which it was paid.

Please send goods to:

Ing. Janka Keketi
Križovany nad Dudváhom 378
919 24 Križovany nad Dudváhom
Slovak Republic

If we confirm a different return address or procedure, follow our instructions. We may refuse to accept cash-on-delivery shipments.

Withdrawal from the contract

For a distance contract, the consumer has the right to withdraw from the contract without giving a reason within 14 days.

When buying goods, the withdrawal period starts on the day the goods are received by the consumer or by a person designated by the consumer other than the carrier. If goods from one order are delivered separately, the period starts on the day the last delivered goods are received. If the delivery consists of several parts or pieces, the period starts on the day the last part or last piece is received.

The consumer may withdraw from the contract even before the withdrawal period starts, including before delivery of the goods.

To exercise the right of withdrawal, it is sufficient for the consumer to send the merchant a clear notice of withdrawal no later than the last day of the withdrawal period. The consumer may use the model form included in the Terms and Conditions, but this is not mandatory.

The consumer may send the withdrawal notice by e-mail to jana@onebyone.sk, by post to the merchant's address, or through the online function Withdrawal from contract.

The consumer may also withdraw only in relation to specific goods or several goods from one order, if the nature of the order allows this.

Returning goods after withdrawal

The consumer must send the goods back or hand them over to the merchant no later than 14 days from the day of withdrawal from the contract. The deadline is met if the consumer sends the goods no later than on the last day of the period.

In the case of statutory withdrawal from the contract, the consumer bears the direct cost of returning the goods to the merchant, unless the merchant expressly states that it will bear these costs itself.

We recommend returning the goods clean, undamaged, with accessories, tags and packaging, if possible. The original packaging is not a condition for exercising the statutory right of withdrawal.

The consumer is liable for any reduction in the value of the goods caused by handling the goods beyond what is necessary to determine their characteristics and functionality.

Refunds

The merchant will refund the consumer all payments received under or in connection with the contract, including the cost of the cheapest standard delivery method offered by the merchant, within 14 days from the day the withdrawal notice is delivered.

If the consumer chose a more expensive delivery method than the cheapest standard delivery method offered by the merchant, the merchant is not obliged to refund the difference between the chosen more expensive delivery and the cheapest standard delivery.

Payments will be refunded using the same payment method that the consumer used, unless we agree with the consumer on another refund method and the consumer does not incur any fees as a result.

When withdrawing from a contract whose subject matter is the delivery of goods, the merchant is not obliged to refund payments before the goods are delivered back to the merchant or before the consumer proves that the goods have been sent back, whichever occurs first.

Exceptions from the right of withdrawal

The consumer cannot withdraw from the contract in cases where legal regulations exclude this right. For goods and services offered by the merchant, this may include in particular:

  • delivery of goods made according to the consumer's specifications or custom-made goods,
  • delivery of goods that have been personalized or adjusted according to the consumer's special requirements,
  • delivery of goods in protective sealed packaging that is not suitable for return for health protection or hygiene reasons if the protective packaging was broken after delivery,
  • provision of a service if the service has been fully provided and, before the service began, the consumer gave express consent to the service beginning before expiry of the withdrawal period and declared that they were duly informed that full provision of the service results in loss of the right of withdrawal,
  • other cases provided by legal regulations, if they apply to the specific goods or service.

If an exception from the right of withdrawal applies to specific goods or a service, the merchant will inform the consumer before the order is submitted where required by law.

Complaints and defective goods

The merchant is liable to the consumer for defects in goods to the extent provided by the Civil Code. For new goods sold to a consumer, the merchant is liable for every defect that the goods have at the time of delivery and that appears within two years from delivery, unless the nature of the item or legal regulations imply otherwise.

Goods are defective in particular if they do not correspond to the agreed description, type, quantity, quality, functionality or other characteristics agreed in the contract, or if they do not correspond to characteristics that the consumer may reasonably expect considering the nature of the goods, statements of the merchant or manufacturer and the way the goods are presented.

Normal wear and tear, mechanical damage caused by the customer, damage caused by incorrect maintenance, washing, cleaning, ironing, storage or use contrary to instructions, or a characteristic of the goods for which a lower price was agreed or of which the customer was informed before purchase, is not considered a defect.

If goods are sold at a discount because of a specific defect, damage, opened packaging or another characteristic of which the customer was expressly informed before conclusion of the contract and with which the customer agreed, rights arising from liability for defects cannot later be exercised in relation to that specific characteristic or defect. This does not affect the merchant's liability for other defects in the goods.

The consumer may exercise rights arising from liability for defects only if the defect is notified within two months of discovering the defect, and no later than before the statutory liability period for defects expires.

If the merchant is liable for a defect, the consumer has the right to have the defect removed by repair or replacement, the right to an appropriate price reduction, or the right to withdraw from the contract under the conditions provided by the Civil Code. The consumer has the right to choose removal of the defect by replacement or repair unless the chosen method is impossible or disproportionately costly for the merchant compared with the other method of removing the defect.

The consumer may notify a defect by e-mail to jana@onebyone.sk, by post to the merchant's address, or by another method made available by the merchant. For a complaint, we recommend stating the order number, description of the defect, requested method of handling the complaint and attaching photographs if they can help assess the defect.

It is not necessary to submit an invoice to make a complaint if the customer can prove the purchase in another way.

The merchant will provide the consumer with written confirmation of the defect notification without delay after the defect is notified. The confirmation will state the period within which the defect will be removed. This period must not exceed 30 days from the date of defect notification unless a longer period is justified by an objective reason beyond the merchant's control.

The merchant will carry out repair or replacement within a reasonable period, free of charge, at its own expense and without causing serious inconvenience to the consumer, taking into account the nature of the goods and the purpose for which the consumer required the goods.

If the merchant refuses liability for a defect, it will notify the consumer in writing of the reasons for refusal.

If the consumer withdraws from the purchase contract because of a defect in the goods in cases provided by the Civil Code, the consumer returns the goods to the merchant at the merchant's expense. The merchant will refund the purchase price no later than 14 days from the day the goods are returned or proof of sending them back is provided, whichever occurs first.