Complaint Conditions (Return of Goods, Money, Cancellation of Service)

Effective Date: June 11, 2025

These Complaint Conditions outline the procedures and policies for submitting complaints, returning products, requesting refunds, and canceling services purchased from FAOpack s. r. o. through the faopack.com website. By making a purchase or using our services, you agree to adhere to these conditions.

1. General Complaint Procedure

1.1. Submitting a Complaint: If you have a complaint regarding a product or service, please contact our customer support team as soon as possible. All complaints should be submitted in writing via email to [Your Customer Support Email Address, e.g., support@faopack.com] or through a dedicated complaint form on our Website, if available.

1.2. Required Information: To process your complaint efficiently, please include the following information: * Your full name and contact details (email, phone number). * Order number or invoice number. * Date of purchase. * A clear and detailed description of the complaint, including any relevant photos or videos for product-related issues. * Your desired resolution (e.g., replacement, refund, repair).

1.3. Complaint Resolution Timeframe: We aim to acknowledge your complaint within [e.g., 2 business days] and resolve it within [e.g., 15 calendar days] from the date of receipt, in accordance with applicable Slovak Republic consumer protection laws. If we require more time, we will inform you of the delay and the estimated resolution date.

2. Conditions for Return of Goods (Withdrawal from Contract)

2.1. Right of Withdrawal: As a consumer, you have the right to withdraw from the purchase contract without giving any reason within 14 calendar days from the day you, or a third party indicated by you, acquires possession of the goods. In the case of multiple goods ordered in one order, but delivered separately, the withdrawal period starts from the day you acquire possession of the last goods delivered.

2.2. How to Exercise the Right of Withdrawal: To exercise your right of withdrawal, you must clearly inform us of your decision to withdraw from the contract by an unequivocal statement (e.g., a letter sent by post or email). You may use the model withdrawal form provided in Annex no. 1 of Act no. 102/2014 Coll. on Consumer Protection in the Sale of Goods or Provision of Services based on a Contract Concluded Remotely or an Out-of-Premises Contract and on Amendment of Certain Acts, or use our dedicated return form on the Website.

* **Contact Details for Withdrawal:**
    FAOpack s. r. o.
    Staničná 8, 900 51 Zohor, Slovakya
    Email: [Your Customer Support Email Address, e.g., returns@faopack.com]

2.3. Return of Goods After Withdrawal: If you withdraw from the contract, you must send back the goods or hand them over to us or to an authorized person without undue delay and in any event no later than 14 calendar days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

2.4. Condition of Returned Goods: Products must be returned in their original condition, unused, undamaged, and in their original packaging, including all accessories, manuals, and free gifts. Goods that have been used, damaged, or are not in their original packaging may result in a reduction of the refund amount, proportionate to the diminished value of the goods.

2.5. Cost of Returning Goods: The direct cost of returning the goods shall be borne by the consumer.

2.6. Exclusions from Right of Withdrawal: The right of withdrawal does not apply to contracts for: * Goods made to the consumer’s specifications or clearly personalized. * Goods which are liable to deteriorate or expire rapidly. * Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery. * Goods which are, after delivery, according to their nature, inseparably mixed with other items. * The supply of digital content which is not supplied on a tangible medium if the performance has begun with the consumer’s prior express consent and his acknowledgment that he thereby loses his right of withdrawal. * [Add any other exclusions relevant to your products based on Slovak law, e.g., perishable goods, certain services, etc.]

3. Money Refund Conditions

3.1. Refund After Withdrawal: If you withdraw from this contract in accordance with Section 2, we will reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event no later than 14 calendar days from the day on which we are informed about your decision to withdraw from this contract.

3.2. Method of Refund: We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

3.3. Withholding Refund: We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

3.4. Refund for Defective Goods: If a product is determined to be defective due to manufacturing fault and not due to misuse, we will offer a full refund, replacement, or repair, including shipping costs for the return of the defective item and the delivery of the replacement/repaired item. This is subject to our assessment of the defect.

4. Cancellation of Service

4.1. Cancellation by User: If you wish to cancel a service that you have subscribed to or purchased (e.g., a recurring subscription or a one-time service), please refer to the specific terms related to that service, which will be provided at the time of purchase or subscription. Generally, cancellation requests should be submitted in writing to [Your Customer Support Email Address, e.g., support@faopack.com].

4.2. Refund for Service Cancellation: * Prior to Service Commencement: If you cancel a service before its commencement, a full refund may be issued, unless otherwise stated in the specific service terms. * During Service Period: Refunds for cancellation during an ongoing service period will be prorated or subject to specific cancellation fees as outlined in the service agreement. * Non-Refundable Services: Certain services, particularly those involving customized work or immediate delivery of digital content, may be non-refundable once initiated or delivered. This will be clearly stated at the point of purchase.

4.3. Cancellation by Company: We reserve the right to cancel or suspend services at our discretion, particularly if you violate these Terms or any specific service agreement. In such cases, a refund may or may not be issued, depending on the severity of the violation and our policies.

5. Contact for Complaints and Returns

For all complaints, returns, or service cancellation requests, please contact us at:

FAOpack s. r. o. Staničná 8, 900 51 Zohor, Slovakya