Complaints procedure

One of the most important aspects of online shopping is the product return process.

Although we always strive to provide only high-quality products and services, exceptional situations may occasionally occur, such as a packing error, damage during transport, or receiving an incorrect product.

We accept and process complaints only within 3 calendar days from the date of delivery.

After this period, we are unfortunately unable to accept any complaints. Therefore, we kindly ask you to inspect your parcel and its contents as soon as possible after delivery.

Below you will find instructions on how to submit a complaint quickly and easily.

We will do our best to resolve every valid complaint as quickly as possible and to your satisfaction.

1. DAMAGED PRODUCT IN THE PACKAGE

If you find a damaged product in your package, please follow these steps:

1. Take a photo of the damaged product(s) and invoice (the invoice can be photographed or scanned) that came with your order.
2. Send us an email at reklamacie@foodland.sk . The email should contain:
   1. original order number - the order number under which you received order status updates;
   2. description of the problem - which product was damaged and how it was damaged;
   3. attachments: photos taken in step 1;
   4. you may, but are not required to add a preferred resolution for the situation;
   5. anything else you consider necessary to include.
3. Wait for our response - we strive to handle all claims as quickly as possible after they are submitted. Unfortunately, due to various factors, we may not always be able to address every claim immediately. We kindly ask for your patience. If you do not hear from us within 3 working days, please feel free to contact us again.

2. MISSING PRODUCT IN THE PACKAGE

If a product that was ordered and paid for is missing from your package, please follow these steps:

1. Take a photo of the invoice (the invoice can be photographed or scanned) that came with your order. It would also be helpful if you could photograph the package with the products.
2. Send us an email at reklamacie@foodland.sk . The email should contain:
   1. original order number - the order number under which you received order status updates;
   2. description of the problem - which product was delivered and which one is missing;
   3. attachments: photos taken in step 1;
   4. you may add your preferred resolution - in such cases, the issue is usually resolved by sending the missing product or issuing a refund.
3. Wait for our response - we strive to handle all claims as quickly as possible after they are submitted. Unfortunately, due to various factors, we may not always be able to address every claim immediately. We kindly ask for your patience. If you do not hear from us within 3 working days, please feel free to contact us again.

!!! ATTENTION: THIS TYPE OF CLAIM IS ACCEPTED ONLY IF SUBMITTED WITHIN 3 DAYS OF RECEIVING THE ORDER!!!

3. INCORRECT PRODUCT DELIVERED

If an incorrect product was included in your package, please follow these steps:

1. Take a photo of the delivered product(s) and invoice (the invoice can be photographed or scanned) that came with your order.
2. Send us an email at reklamacie@foodland.sk . The email should contain:
   1. original order number - the order number under which you received order status updates;
   2. description of the problem - which product was damaged and how it was damaged;
   3. attachments: photos taken in step 1;
   4. you may, but are not required to add a preferred resolution for the situation;
   5. anything else you consider necessary to include.
3. Wait for our response - we strive to handle all claims as quickly as possible after they are submitted. Unfortunately, due to various factors, we may not always be able to address every claim immediately. We kindly ask for your patience. If you do not hear from us within 3 working days, please feel free to contact us again.

4. UNSATISFACTORY PRODUCT

If the ordered product does not meet your expectations and you wish to return or exchange it, please follow these steps:

1. Select a method for returning the product. This type of claim can be submitted in person at our store or via email to reklamacie@foodland.sk, info@foodland.sk or eshop@foodland.sk .
2. Prepare the necessary documents:
   1. the product you wish to return - the product must be unused, unopened (in case of food items), and undamaged;
   2. the invoice on which the product is billed;
   3. proof of payment - only required if returning the product in person at the store.
3. Complete the return of the unsatisfactory product:
   • IN-STORE: bring the unused and undamaged product along with the documents from step 2 to our store on Stará Vajnorská in Bratislava;
   • BY EMAIL:
     1. Send us an email to one of the addresses above - clearly state if you wish to return or exchange the product, specify which product it is and, in case of an exchange, the product you would like it exchanged for. Also include IBAN bank account number for the refund, original order number, and invoice number;
     2. Securely package the product as a parcel - include a copy of the invoice in the package;
     3. You may send the package to our address with any shipping company. If you are unable to send the package, we can arrange shipping for you. Just indicate this in the email from previous steps.
4. Wait for our response - we strive to handle all claims as quickly as possible after they are submitted. Unfortunately, due to various factors, we may not always be able to address every claim immediately. We kindly ask for your patience.
5. Refund - after receiving the product at our store, we will inspect it and issue a credit note. The credit note will be sent to your email, and the refund will be processed to your account.

Complaint Policy

This Complaint Policy is issued by TRALYCO SK spol. s r.o., Stárá Vajnorská 17/A/12495, 831 04 Bratislava, Company ID: 35 855 991 ("merchant - seller"). This Complaint Policy applies to natural persons (consumers) as well as legal entities ("buyers") and is applicable in the physical store within the Slovak Republic and in the online store operated at www.foodland.sk ("online store").

1. General Provisions

This Complaint Policy governs the rights of the buyer regarding defects in goods purchased in the physical store or via the online store.

In areas not covered by this Complaint Policy, relevant legal regulations shall apply, particularly:

• Act No. 40/1964 Coll. Civil Code

• Act No. 102/2014 Coll. on Consumer Protection

• Regulation on General Product Safety (EU 2023/988)

2. Submitting a Complaint

1. The buyer submits a complaint in writing, via email at info@foodland.sk, or in person at the seller's store. Complaints must be filed within the warranty period, which is 24 months unless otherwise agreed.

2. When submitting a complaint, the buyer is required to present proof of purchase (invoice) or a warranty certificate.

3. Liability for Defects

1. The seller is responsible for defects present in the goods at the time of receipt and for defects that occur during the warranty period.

2. The seller is not responsible for defects caused by mechanical damage, improper handling, or unauthorized interference.

4. Complaint Resolution

1. The complaint will be resolved within 30 days of submission unless otherwise agreed.

2. The buyer has the right to defect repair, product replacement, a price discount, or withdrawal from the contract.

3. The seller shall issue the buyer a confirmation of receipt of the complaint and a document regarding its resolution.

5. Alternative Dispute Resolution

1. If the buyer is dissatisfied with the resolution of the complaint, they may file a proposal for alternative dispute resolution through the Slovak Trade Inspection (www.soi.sk) or the online dispute resolution platform (http://ec.europa.eu/consumers/odr/).

6. Final Provisions

This Complaint Policy takes effect on July 1, 2024, and fully replaces previous provisions.