Refund policy

Online store www.victoriana.eu.

You can download the complaint form HERE.

Fantasy Enterprises s.r.o., with its registered office at Štefanovičova 18, Bratislava - Staré Mesto 811 04, registered in the Commercial Register of the Municipal Court Bratislava III, Section Sro, File No. 124364/B, ID No.: 51 211 971 (hereinafter referred to as the "Seller"), bank details: bank details: Fio banka, a.s., account no.: SK03 8330 0000 0023 0134 0753 operates an online store at www.victoriana.eu (hereinafter referred to as the "online store").

I. General provisions

1.1 These Complaints Rules are issued in accordance with Act No. 40/1964 Coll. Civil Code, as amended (hereinafter referred to as the "Civil Code"), Act No. 108/2024 Coll. on Consumer Protection, as amended (hereinafter referred to as the "Consumer Protection Act"). "Consumer Protection Act".

1.2 The seller is the company: Fantasy Enterprises s.r.o., Štefanovičova 18, Bratislava - Staré Mesto 811 04, ID No.: 51 211 971 Email: info@victoriana.eu, Tel. contact: +421 917 113 374 (hereinafter referred to as the "Seller").

1.3 The Complaints Procedure regulates the rights and obligations of the buyer - consumer when exercising their rights arising from defects in goods (merchandise) within the meaning of a distance purchase contract concluded with the seller via the seller's e-shop www.victoriana.eu.

1.4 The buyer is any person (natural or legal) who has completed and sent an order via the Seller's website, received an email notification of order acceptance, and paid the purchase price. The buyer is also any person who has placed an order by telephone or by sending an email. These complaint rules govern the legal relations between the buyer, who is a consumer, and the seller.

1.5 Legal relations arising from the exercise of rights arising from liability for defects between the seller and the buyer who is a legal entity or natural person entrepreneur are governed by Act No. 513/1991 Coll. Commercial Code, as amended.

1.6 A consumer is any buyer who, when concluding a purchase contract under these GTC, is not acting within the scope of their business activities.

II. References

2. These Complaints Rules form part of the General Terms and Conditions published in the Seller's online store.

III. Seller's liability for product defects (goods and services)

3.1 The Seller is obliged to deliver the item (goods) in accordance with the concluded purchase contract, i.e. in the required quality, quantity, and without defects (factual, legal).

3.2 The Seller is liable for defects in the sold item upon its acceptance by the Buyer. Unless the items are used, the Seller is liable for defects that occur after the acceptance of the item during the warranty period (warranty). The Buyer must report defects to the Seller without undue delay.

3.3 The buyer is entitled to inspect the sold item before acceptance.

3.4 The seller is not liable for defects caused by:

  • incorrect installation of the product,
  • for which a discount on the price of the goods was provided,
  • use of the product contrary to the operating instructions or the nature of the product,
  • unprofessional installation,
  • unprofessional or unauthorized tampering with the product,
  • foreign substances and liquids entering the product,
  • unavoidable events (natural disasters, etc.),
  • connecting the product to a power supply other than the specified voltage,
  • connection of the product to non-original accessories or accessories from another manufacturer,
  • storage or operation of the product outside the temperature range,
  • storage or operation of the product in a dusty, chemically aggressive or otherwise unsuitable environment,
  • defects caused by wear and tear and improper use of the product, e.g. a broken cable,
  • if the warranty card submitted shows obvious signs of unauthorized changes to the data or if the serial number on the product differs from the one stated in the warranty card.

3.5 If, upon purchase of goods, the seller offers the buyer additional goods free of charge as a gift, it is up to the buyer to accept or refuse the goods offered as a gift. The purchase contract will also include a gift contract, the subject of which will be the free transfer of such a gift. The gift may be refused.

3.6 If the seller is aware of any defects in the gift, they are obliged to inform the buyer of these defects when offering the gift. If the gift has defects that the seller did not inform the buyer about, the buyer is entitled to return the gift without claiming a new gift. If the buyer has the right to withdraw from the purchase contract and return the purchase price, they also withdraw from the gift contract, which is part of the purchase contract, and the buyer is obliged to return to the seller everything they received under the contract, i.e. including the goods received as a gift. It is not possible to withdraw from only part of the contract, but only from the purchase contract as a whole, including the gift contract, which forms an integral part thereof.

IV. Warranty period

4.1 The warranty period is 24 months. The warranty period for used items is 12 months. The warranty periods begin to run from the moment the buyer takes delivery of the item.

4.2 If the buyer is not a consumer, the provisions of the Commercial Code shall apply and the warranty period shall be 1 year. The warranty period begins on the day of receipt of the goods from the transport company or directly from the seller if the buyer collects the goods in person on the day of receipt.

4.3 The period from the exercise of the right of liability for defects until the time when the buyer was obliged to take delivery of the item after the repair was completed is not included in the warranty period. The seller is obliged to issue the buyer with a confirmation of when the right was exercised, as well as of the repair and its duration.

4.4 If the item is replaced with a new item, the warranty period shall start again from the date of acceptance of the new item.

4.5 If a part of a new item is replaced, where the nature of the item allows it. The warranty period for the said part shall start again from the date of acceptance of the new item.

4.6 Rights arising from liability for defects in goods covered by the warranty period shall expire if they are not exercised within the warranty period.

V. Procedure for exercising rights arising from liability for defects (Complaints)

5.1 The buyer is entitled to exercise their rights arising from liability for defects by delivering the item subject to complaint to the following address: Fantasy Enterprises s.r.o., Vajnorská 135, Bratislava - 831 04

When making a complaint, it is necessary to enclose the warranty card, if issued, or proof of payment of the purchase price. When making a complaint, the buyer is advised to describe the defect and state how it manifests itself.

5.1.1 If the buyer makes a complaint about the goods other than in person, we recommend that the buyer send the goods together with a detailed description of the defect and proof of purchase from our store (e.g., proof of payment, invoice, warranty card) in order to speed up the complaint process.

5.1.2 In the event of a complaint, we recommend sending the goods by registered mail. Do not send the goods cash on delivery. Goods sent cash on delivery will not be accepted.

5.1.3 During business hours, the seller will designate a person responsible for receiving and handling complaints.

5.2 After the seller has accepted the claimed item, a confirmation of the claim will be issued to the buyer immediately; if serious circumstances prevent this, then without undue delay, but no later than together with the document confirming the handling of the claim.

5.3 The seller is obliged to determine the method of handling the complaint immediately, in complex cases within 3 working days from the date of filing the complaint. In justified cases, especially if a complex technical evaluation of the goods is required, no later than 30 days from the date of filing the complaint. After determining the method of handling the complaint, the seller shall handle the complaint immediately; in justified cases, the complaint may be handled later. However, the complaint must be resolved within 30 days of the date of filing the complaint. After the 30-day period for resolving the complaint has expired, the buyer has the right to withdraw from the purchase contract and will be refunded the full amount for the goods or has the right to exchange the goods for new ones.

5.4 The consumer has the right to reimbursement of necessary costs (in particular postage paid when sending the goods subject to complaint) incurred in connection with the exercise of legitimate rights arising from liability for defects in goods and services.

5.5 The seller is obliged to inform the consumer about the handling of the complaint and the manner of its handling in an appropriate and demonstrable form (in writing) no later than 30 days from the date of filing the complaint. The seller is obliged to issue a written document on the handling of the complaint no later than 30 days from the date of filing the complaint.

5.6 The complaint procedure/complaint is considered terminated upon its handling. The settlement of a complaint means the termination of the complaint procedure by handing over the repaired product, replacing the product, refunding the purchase price of the product, paying an appropriate discount on the price of the product, a written request to accept the performance or its justified rejection.

5.7 After the complaint has been settled, the seller shall deliver the goods subject to complaint to the buyer in the same form in which the complaint was made by the buyer. A change in the form of delivery is only possible with the buyer's consent.

VI. Buyer's rights when exercising rights arising from liability for defects

6.1 The buyer has the right to choose to have the defect removed by replacing or repairing the item. The buyer may not choose a method of defect removal that is not possible or that would cause the seller unreasonable costs compared to the other method of defect removal, taking into account all circumstances, in particular the value that the item would have without the defect, the seriousness of the defect, and whether the other method of remedying the defect would cause the buyer significant difficulties.

6.2 The buyer is entitled to a reasonable discount on the purchase price or may withdraw from the purchase contract even without granting an additional reasonable period for the fulfillment of the obligation if

a) the seller has not repaired or replaced the item,
b) the seller has not repaired or replaced the item in accordance with Section 623(4) and (6) of the Civil Code,
c) the seller has refused to remedy the defect in accordance with Section 623(2) of the Civil Code,
d) the item has the same defect despite repair or replacement,
e) the defect is so serious that it justifies an immediate discount on the purchase price or withdrawal from the purchase contract, or
f) the seller has declared or it is clear from the circumstances that the defect will not be removed within a reasonable time or without causing serious difficulties for the buyer.

VII. Final provisions

7.1 These Complaints Procedure Rules are valid and effective from the moment of their publication in the seller's online store on July 21, 2025.

7.2 The seller reserves the right to change these Complaints Procedure Rules. The obligation to give written notice of changes to the Complaints Procedure Rules is fulfilled by posting them in the seller's online store.

 

In Bratislava on July 21, 2025