Returns policy

We at Verlag Kopf strive every day to do our job as best as we can and provide you with the perfect services. However, we are still only human, so despite our best efforts, it can happen that something simply goes wrong. What to do if something is not as it should be?

The warranty period for goods purchased from the Verlag Kopf online store is typically 24 months. In the case of antiques, the functionality is stated in the textual and pictorial description of the goods, and the goods are sold in the condition in which they are found. Used goods and items from the bazaar are considered to be those labeled as such and sold in the online store. Such goods may be used, damaged, or destroyed but still possess historical and collector's value. For food items (such as coffee, tea, or snacks), the expiration date (minimum durability date) is indicated on the packaging. Supplied goods have a minimum shelf life of 2 months; in the case of a shorter shelf life, we contact the customer by email or telephone and dispatch the goods only after their consent. The warranty period begins on the day the customer receives the goods. The warranty service is provided by the operator of the online store. Any incompleteness of the shipment or damage to the goods must be reported within 48 hours of receiving the shipment by email to retail@kopfsolutions.com or by phone on +421 907 282 284 during business days. Subsequent claims regarding the incompleteness of the shipment or mechanical damage to the product can only be accepted if the buyer proves that the claimed defects were present in the goods at the time of their receipt.

If you wish to file a warranty claim for purchased goods, please contact us in advance (contact page). Please send the claimed goods (preferably after agreement with us) to KVH FELDGRAU, P.O. Box 76, 840 04, Bratislava 4, Slovakia. We recommend sending the goods as a recommended parcel. Include a copy of the tax document (invoice) that we sent you with the goods, which also serves as a warranty certificate, in the package. You can also hand over the claimed goods personally by prior arrangement.

Upon receiving the claimed goods, we will promptly contact you by email or phone to discuss a quick resolution to the claim. When identifying defects in the claimed goods, we follow the legal provisions of the Civil Code (§ 622 and 623). We are obliged to rectify removable defects without undue delay or, at your request, exchange the goods. If there is a defect that cannot be rectified and prevents the goods from being used properly, you have the right to exchange the goods or withdraw from the contract.

We will process the claim in one of the following legal ways:

• handing over the repaired goods
• exchanging the goods
• refunding the purchase price of the goods
• paying a reasonable discount on the price of the goods
• written request for performance acceptance
• justified rejection of the goods claim.

If the claim is accepted, according to your decision, we will exchange the claimed goods item for item or provide another item of your choice (up to the value of the claimed goods), and we also cover the costs of returning and delivering the new goods. Alternatively, you have the right to withdraw from the contract, and in such a case, we will refund your money. The claim will be processed as quickly as possible, but no later than 30 days from the date of submitting the claim and receiving the claimed goods. You will be promptly informed of the result of the claim process by email, and a Claim Protocol will be delivered to you along with the goods.

For used goods and antiques, which are purchased as described, we are not responsible for defects or damages already caused by their use or wear and tear. Therefore, it is not possible to claim mechanical damage (or any other damage if it has been specified) for which a discount on the price of the goods applies.

The customer is entitled to withdraw from the contract without stating a reason in accordance with § 7 of Act No. 102/2014 Coll. on Consumer Protection in Distance Selling within 14 days from the receipt of the goods or from the conclusion of the contract for the provision of electronic content not supplied on a tangible medium (e.g., e-books, software, and the like). If separate items were delivered within one order, the withdrawal period starts from the receipt of the last item. The customer may withdraw from the contract even before the withdrawal period begins. If the customer withdraws from the contract, any related additional agreement is also cancelled. In accordance with § 7 para. 6 of Act No. 102/2014 Coll., the customer cannot withdraw from the contract if the subject of the contract is:

• The sale of books not supplied in protective packaging and the sale of periodicals,
• The sale of audio, video, audiovisual recordings, or computer software sold in protective packaging, if the customer has unpacked this packaging,
• The provision of electronic content other than on a tangible medium if its provision started with the explicit consent of the customer, who also declared that they were duly informed that by giving this consent, they lose their right to withdraw from the contract,
• The sale of goods enclosed in protective packaging that is not suitable for return due to health protection or hygiene reasons, and whose protective packaging has been damaged after delivery, e.g., textile goods.

You are required to exercise the right to withdraw from the contract in writing on paper or in another durable medium (email), using the form available on our website (right-click on the link to save it, choose "Save as"). Then, you can fill it out on your computer and print it. The withdrawal period is considered preserved if you have sent the notice of withdrawal from the contract no later than on the last day of the deadline. By withdrawing from the contract, the purchase agreement (or the contract for the provision of electronic content not supplied on a tangible medium) is terminated from the beginning. In accordance with § 517 para. 1 of the Civil Code, the customer may also exercise the right of withdrawal only in relation to a part of the subject of the contract (if the subject of the contract or binding order was the delivery of several items), and in such a case, the contract is only terminated in this part.

The customer is obliged to return the goods to the address Verlag Kopf, P.O. Box 76, 840 04, Bratislava 4, Slovakia, no later than 14 days from the day of withdrawal from the contract. We recommend sending the goods as a registered parcel. Please enclose a copy of the tax document (invoice) that we sent you with the goods. The deadline for returning the goods is considered preserved if the goods were handed over for transportation no later than on the last day of the deadline. The costs associated with returning the goods to our premises are borne by the customer. Please deliver the goods complete, undamaged, preferably in the original packaging, and unused. Otherwise, the customer is responsible for any decrease in the value of the goods resulting from handling the goods beyond what is necessary to determine their properties and functionality.

We will refund the purchase price no later than within 14 days to the account you provided us with, unless we agree otherwise, especially by providing a voucher for a discount that you can use for your next purchase with us. In case of returning goods paid by a discount voucher, the amount of this goods will be refunded through a new discount voucher of the value of the returned goods. When withdrawing, please indicate which of the listed compensations you are interested in. However, we are not obliged to refund the purchase price until the goods are delivered to us or until the customer proves at least the return shipment of the goods. In case of unjustified withdrawal from the contract, the goods will be returned to you at your expense.

If you are not satisfied with the processing of your order, the delivered goods, or our services, please contact us at master@kopfsolutions.com. If we have not resolved your complaint to your satisfaction or if you believe that we may have violated your rights, you can, according to the law 391/2015 Coll., submit a proposal to initiate alternative dispute resolution.

Alternative dispute resolution can only be used by consumers (natural persons) who, when concluding and performing a consumer contract, do not act within the scope of their business, employment, or profession. Alternative dispute resolution applies only to disputes between the consumer and the seller, the value of which exceeds 20 euros, arising from a consumer contract concluded at a distance.

The subject of alternative dispute resolution according to §3 of Act 391/2015 Coll. may request a fee from you for initiating dispute resolution up to the amount of 5 euros including VAT. The proposal can be submitted in a manner specified in §12 of Act 391/2015 Coll.

This Complaints Procedure shall enter into force and effect on December 1, 2020. The Seller reserves the right to amend and supplement this Complaints Procedure without prior notice.

The supervisory authority is the Slovak Trade Inspection (SOI), SOI Inspectorate for the Bratislava Region, Prievozská 32, P.O. Box No. 5, 820 07 Bratislava 27, Supervision Department, Tel. No. 02/58 27 21 72, 02/58 27 21 04, http://www.soi.sk, http://www.soi.sk/sk/Podavanie-podnetov-staznosti-navrhova-ziadosti.soi.

The Complaints Procedure is sent to the Verlag Kopf customer along with the order confirmation and General Terms and Conditions. The Complaints Procedure is also published on the Verlag Kopf website at https://verlagkopf.com/contact and is displayed prominently. The Complaints Protocol is an annex to the Complaints Procedure.