Refund policy

Returns and Complaints Policy

This policy regulates returns and the exercise of rights arising from defects in furniture and other goods purchased from moiproduct, s.r.o., with its registered office at ul. Protifašistických bojovníkov 3947/7, 080 01 Prešov, Slovakia, Company ID No.: 55 652 913, registered in the Commercial Register of the Municipal Court of Košice, Section Sro, Entry No. 57438/V (the "Seller"). It applies to buyers who are consumers, meaning natural persons acting outside their trade, business or profession (the "Buyer"). Business purchases are governed by the applicable law and the agreed business terms.

This policy follows Act No. 40/1964 Coll., the Civil Code, Act No. 108/2024 Coll. on Consumer Protection, and Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes, as amended. It does not restrict mandatory consumer rights, including any mandatory protection applicable to cross-border consumer contracts.

Seller's identification and contact details:
Business name: moiproduct, s.r.o.
Registered office and address for written notices: ul. Protifašistických bojovníkov 3947/7, 080 01 Prešov, Slovakia
Company ID No.: 55 652 913
Tax ID No.: 2122048335
VAT ID No.: SK2122048335
Commercial Register: Municipal Court of Košice, Section Sro, Entry No. 57438/V
Telephone: +421 917 990 250
E-mail: info@moiproduct.com
Address for returning goods: moiproduct, s.r.o., ul. Protifašistických bojovníkov 3947/7, 080 01 Prešov, Slovakia

Complaints and statutory rights concerning defective goods

  1. The Seller is liable for any defect that the goods have at the time of delivery and that becomes apparent within two years of delivery. Where the contract requires assembly or installation by the Seller, delivery is completed when that assembly or installation is completed.
  2. The goods must meet the agreed description, quantity, quality and other agreed characteristics, as well as the requirements that a consumer may reasonably expect, including fitness for ordinary use, safety and durability. The Seller is also liable for incorrect assembly or installation carried out by the Seller or under the Seller's responsibility, and for incorrect assembly by the Buyer caused by inadequate instructions supplied with the goods.
  3. A defect that becomes apparent during the applicable statutory liability period is presumed to have existed at delivery, unless the contrary is proved or that presumption is incompatible with the nature of the goods or the defect. The Buyer is not required to obtain an expert report merely to submit a complaint.
  4. A reduced price does not remove the Buyer's statutory rights. A particular departure from the general requirements is excluded only where the Seller expressly informed the Buyer about that departure when concluding the contract and the Buyer expressly and separately accepted it. Other defects remain covered.
  5. The Seller is not liable for ordinary wear from normal use or damage caused after delivery by the Buyer, such as misuse, overloading, improper care or assembly contrary to adequate instructions. Any exclusion applies only to the defect caused by that circumstance. Natural differences in wood grain, colour or texture are not automatically defects if they are consistent with the agreed description, any sample and reasonable expectations; this does not exclude claims for genuine defects or lack of conformity.
  6. The Buyer should inspect the goods on delivery and, where possible, record visible transport damage with the carrier and take photographs. Failure to inspect immediately, sign a damage report or report damage on the delivery day does not by itself remove the Buyer's statutory rights.
  7. The Buyer must notify the Seller of a defect within two months after discovering it and no later than the end of the applicable statutory liability period. A complaint may be made by e-mail to info@moiproduct.com, by post to the Seller's registered office, at any of the Seller's business premises, or to another person designated by the Seller in accordance with the law.
  8. The complaint should identify the Buyer and the goods, describe the defect and state the remedy requested. Please provide an order number or other evidence of purchase and, where useful, photographs. An original receipt, the original packaging or the use of a particular complaint form is not a condition for exercising statutory rights. The purchase may be proved by other reliable means. Missing accessories unrelated to the defect do not automatically invalidate a complaint.
  9. The complaint is made when the defect is notified to the Seller; the start of the applicable period is not postponed until a prescribed form or the goods arrive. The Buyer must subsequently provide reasonable cooperation and hand over the goods or make them available for examination, repair or replacement. For bulky or installed furniture, please contact the Seller to arrange suitable access, collection or inspection. The Seller bears the cost of taking over goods for repair or replacement.
  10. The Seller will provide written confirmation of the notification of the defect without delay, including the period within which the defect will be remedied. Repair or replacement must take place within a reasonable time and normally no later than 30 days from notification. A longer period is permissible only where justified by an objective reason beyond the Seller's control; the Seller bears the burden of proving that reason. The remedy must be provided free of charge and without significant inconvenience to the Buyer.
  11. The Buyer may choose repair or replacement. The chosen remedy may be refused if it is impossible or would impose disproportionate costs compared with the other remedy, taking account of the value of conforming goods, the seriousness of the defect and the inconvenience of the alternative. The Seller may refuse both remedies only where both are impossible or would impose disproportionate costs under the statutory conditions. Before remedying the defect, the Seller will inform the Buyer of the choice between repair and replacement and the extension of the liability period following repair.
  12. Following the first repair of a defect, the statutory liability period is extended by 12 months. This extension applies once, regardless of the number of repairs. For replacement goods, a new statutory liability period begins on delivery of the replacement goods. A refurbished replacement may be supplied at the Buyer's request.
  13. The Seller bears the necessary costs of repair or replacement, including transport, labour and materials. Where furniture was installed consistently with its nature and purpose before the defect became apparent, the Seller will arrange the necessary removal and installation of the repaired or replacement goods. The parties may agree that the Buyer arranges this at the Seller's cost and risk. Repaired or replacement goods will be returned at the Seller's expense.
  14. The Buyer may request a proportionate price reduction or withdraw from the purchase contract under Section 624 of the Civil Code, including where:
    • the Seller has not repaired or replaced the goods, or has failed to meet the statutory requirements concerning taking over the goods or removal and reinstallation;
    • the Seller has lawfully refused both repair and replacement;
    • the same defect remains despite repair or replacement;
    • the defect is sufficiently serious to justify an immediate price reduction or withdrawal; or
    • the Seller has stated, or the circumstances show, that the defect will not be remedied within a reasonable time or without significant inconvenience.
    The circumstances of the case are taken into account as required by law. Withdrawal for a defect is not available where the defect is negligible or the Buyer contributed to causing it; the Seller bears the relevant burden of proof. A price reduction must correspond to the difference between the value of the goods received and their value without the defect.
  15. Following a valid withdrawal for a defect, the goods are returned at the Seller's expense. The Seller will arrange the removal of goods installed consistently with their nature and purpose before the defect became apparent. If the Seller does not remove them within a reasonable time, the Buyer may arrange removal and return at the Seller's cost and risk. The Seller will refund the purchase price within 14 days of receiving the returned goods or evidence that they have been sent back, whichever occurs first. Refunds and price reductions will be paid using the original payment method unless the Buyer expressly agrees otherwise, without fees to the Buyer. The Buyer is not required to accept a voucher or store credit. No charge is made for ordinary use or normal wear before replacement or withdrawal for a defect.
  16. If the purchase covers several items, withdrawal for a defect normally concerns the defective item. It may also cover other items purchased together where the Buyer cannot reasonably be expected to keep them without the defective item.
  17. If the Seller rejects liability, the Seller will communicate the reasons in writing. If the Buyer subsequently proves liability by an expert report or an expert opinion issued by an accredited person, the Buyer may notify the defect again and the Seller may not reject liability for that defect. The ordinary notification deadline in point 7 does not apply to that repeated notification. The Buyer may recover reasonably incurred costs of establishing and exercising a valid defect claim, including a qualifying expert assessment, under Section 509 of the Civil Code. The claim for reimbursement must be made within two months of delivery of the repaired or replacement goods, payment of a price reduction or refund following withdrawal, otherwise it expires.
  18. The Seller will inform the Buyer of the outcome and provide a written record of the remedy or the reasons for rejection, for example by e-mail. Please do not send goods cash on delivery; contact the Seller to arrange transport or reimbursement where the Seller is responsible for the costs. Original packaging is helpful but not required; suitable protective packaging should be used where the goods are shipped.
  19. A commercial guarantee offered by the Seller or manufacturer is additional to statutory rights and cannot restrict them. Its scope and conditions are set out in the relevant guarantee statement. This policy does not limit any statutory right to withhold unpaid purchase money or to claim compensation for damage.

Returns without giving a reason — distance and off-premises purchases

  1. For a contract concluded online or otherwise at a distance, or outside the Seller's business premises, the Buyer may withdraw without giving a reason within 14 days after the Buyer or a person designated by the Buyer, other than the carrier, receives the goods. Where goods in one order are delivered separately, the period runs from receipt of the last item; where an item consists of several parts or pieces, from receipt of the last part or piece. The Buyer may also withdraw before delivery.
  2. To withdraw, send a clear statement by e-mail to info@moiproduct.com or by post to the Seller's registered office. The model withdrawal form below may be used, but is not compulsory. It is sufficient to send the notice before the deadline expires. Please keep evidence of sending it. Merely failing to collect a delivery is not a clear withdrawal notice.
  3. For contracts concluded through an online interface, the Buyer may also use the online withdrawal function at https://moiproduct.com/en/pages/withdrawal, labelled "Withdraw from the contract here" or an equally clear expression. After entering or confirming the Buyer's name, contract identification and contact details for confirmation, the Buyer submits the notice using "Confirm withdrawal". The Seller will promptly send confirmation on a durable medium, such as e-mail, including the notice and the date and time it was sent. This function is available throughout the applicable withdrawal period.
  4. The Buyer must send or hand back the goods to the returns address stated above within 14 days of withdrawal, unless the Seller offers to collect them. The deadline is met if the goods are dispatched before it expires. For large furniture, please contact the Seller promptly to coordinate transport; prior approval is not required to exercise the right of withdrawal and transport arrangements do not extend the deadline unless agreed.
  5. The Buyer bears the direct cost of returning non-defective goods if properly informed of this before concluding the contract, unless the Seller agrees to pay it. For furniture that cannot normally be returned by post, the Seller bears the return transport costs unless the Buyer was given the specific return cost or a reasonable maximum estimate, together with the applicable conditions, before concluding the contract. Where the Seller bears these costs, the Seller will arrange suitable collection with the Buyer. If the Seller has not provided the legally required return-cost information in advance, the Buyer does not bear those costs. Costs of valid defective-goods claims are governed by the complaints section above.
  6. The Seller will reimburse all payments received in connection with the withdrawn contract, including the cost of the cheapest standard delivery option offered for the order, within 14 days of receiving the withdrawal notice. Any extra cost of a more expensive delivery option expressly chosen by the Buyer is not reimbursed. For partial withdrawal, reimbursement corresponds to the part withdrawn, without additional delivery charges or penalties.
  7. The Seller may withhold reimbursement until the goods are returned or the Buyer provides evidence of dispatch, whichever occurs first, unless the Seller has offered to collect them. Reimbursement uses the original payment method unless another method is agreed without cost to the Buyer. No cancellation, administration or restocking fee is charged for exercising the statutory right of withdrawal.
  8. The Buyer may handle the goods as necessary to establish their nature, characteristics and functioning. The Buyer is liable only for loss of value caused by handling beyond that necessary inspection, and only if the Seller provided the required withdrawal information. Assembly or use does not automatically remove the right to withdraw, but unnecessary assembly, damage or excessive use may cause a compensable reduction in value. Original packaging is not a condition of withdrawal; please return all supplied parts and accessories and protect the goods suitably for transport. A claim for diminished value will not be unilaterally set off against the statutory refund.
  9. The furniture covered by this policy consists of standard products. The Seller does not exclude the statutory right of withdrawal merely because a standard product is ordered from a supplier or manufactured after the Buyer places an order.
  10. Where a separate paid assembly or other service is ordered at a distance or off premises, the withdrawal period for that service ordinarily runs for 14 days from conclusion of the service contract. If the Buyer expressly requests performance during that period and receives the required information, withdrawal may require payment of a proportionate amount for services actually supplied. The right to withdraw from a fully performed paid service is lost only if performance began with the Buyer's prior express consent and acknowledgement that the right would be lost upon full performance. Consent cannot be inferred merely from acceptance of this policy.
  11. For contracts concluded during or in connection with an unsolicited visit or a sales event within the meaning of the law, the withdrawal period is 30 days and the statutory exceptions and return rules applicable to those contracts prevail, including the right to withhold return until the price has been refunded. Where an off-premises contract involves bulky goods delivered to the Buyer's home when the contract is concluded and the goods cannot normally be returned by post, the Seller will collect them at its own expense within the statutory refund period.
  12. If the required information about withdrawal was not provided, the withdrawal period is extended by 12 months after the ordinary period expires. If the information is supplied within the statutory 12-month period, the Buyer has 14 days, or 30 days where applicable, from receiving it to withdraw.
  13. There is no general statutory right to return non-defective goods merely because the Buyer changes their mind where the purchase contract was concluded at the Seller's business premises. Any voluntary return arrangement agreed by the Seller is additional to statutory rights. An online contract does not lose its distance-contract status merely because the goods are collected in person.

Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract.

To: moiproduct, s.r.o., ul. Protifašistických bojovníkov 3947/7, 080 01 Prešov, Slovakia; e-mail: info@moiproduct.com
I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract for the supply of the following goods / provision of the following service (*):
........................................................................
Ordered on / received on (*): ........................................
Name of consumer(s): ........................................
Address of consumer(s): ........................................
Signature of consumer(s) (only if this form is sent on paper): ........................................
Date: ........................................
(*) Delete as appropriate.

Information on alternative dispute resolution

If the Buyer is dissatisfied with the handling of a complaint or believes that the Seller has infringed their rights, the Buyer may request redress by e-mail to info@moiproduct.com or by post to the Seller's registered office.

If the Seller rejects that request or does not respond within 30 days of its dispatch, the Buyer may apply for alternative dispute resolution under Act No. 391/2015 Coll. The competent body for ordinary furniture sales is the Slovak Trade Inspection (Slovenská obchodná inšpekcia), or another competent body selected from the list maintained by the Ministry of Economy of the Slovak Republic.

Slovenská obchodná inšpekcia, Ústredný inšpektorát, Odbor pre medzinárodné vzťahy a alternatívne riešenie spotrebiteľských sporov
Bajkalská 21/A, P. O. Box 29, 827 99 Bratislava 27, Slovakia
E-mail: ars@soi.sk
Information and application form: Alternative dispute resolution — Slovak Trade Inspection
List of bodies: Ministry of Economy of the Slovak Republic

The application may be submitted in paper or electronic form or orally for the record under the applicable rules. The body may reject an application where the quantifiable value of the dispute does not exceed EUR 20 or where more than one year has passed since the rejection of the request for redress or the expiry of the 30-day response period, as well as for other statutory reasons. Proceedings before the Slovak Trade Inspection are free of charge; other authorised bodies may charge an initiation fee of up to EUR 5 including VAT where permitted by law. The Buyer's right to seek protection in court is unaffected.

Effective for new contracts concluded on or after publication of this policy.
This version is prepared for new consumer contracts under Slovak law in force on 17 September 2026. Rights arising from earlier contracts are assessed under the applicable transitional provisions; this policy does not retrospectively reduce those rights.