Complaint Procedure - Lulashop.sk

Operator / Seller:

• Name: CSMD s.r.o.
• Registered Office: Čerešňová 1808/4, 979 01 Rimavská Sobota, Slovakia
• ID (IČO): 54303257
• Tax ID (DIČ): 2121631303
• VAT ID (IČ DPH): SK2121631303
• Email: csmdsro@gmail.com
• Phone: +421 919 129 124
• Web: www.lulashop.sk

I. Introductory Provisions

1.1 This Complaint Procedure regulates the legal relations between the Seller and Buyers who are consumers when exercising rights from liability for defects of goods purchased through the online store www.lulashop.sk.

1.2 Rights and obligations not regulated by this procedure are governed by the relevant provisions of the Civil Code and the Consumer Protection Act applicable in the Slovak Republic.

II. Liability for Defects

2.1 The Seller is liable for defects that the goods have at the time of receipt by the Buyer and which appear within 24 months from the receipt (unless the law provides otherwise).

2.2 Products made based on the Buyer's special requirements (e.g., personalized design, name, text) are not subject to complaint if the defect was caused by incorrect data provided by the Buyer.

2.3 The Seller is not liable for defects caused by improper use, mechanical damage, or normal wear and tear.

III. Filing a Complaint

3.1 The Buyer has the right to file a complaint by email at csmdsro@gmail.com or in writing to the company's registered address.

3.2 The Buyer is obliged to attach to the complaint the proof of purchase and a description of the defect.

3.3 The Seller will process the complaint no later than within 30 days from the date of its receipt.

IV. Method of Complaint Resolution

4.1 If the defect is removable, the Buyer is entitled to free removal of the defect or replacement of the goods.

4.2 If the defect is irremovable, the Buyer is entitled to replacement of the goods or withdrawal from the contract.

V. Final Provisions

This document forms an integral part of the General Terms and Conditions of the online store www.lulashop.sk and takes effect on 19.05.2026.