Refund policy

Complaints Procedure of the Printhia.sk online store
This Complaints Procedure governs the rights and obligations between the Seller (Penev, spol. s r.o.) and the Buyer when exercising rights arising from defects in goods or services (complaint). It is drawn up in accordance with Act No. 40/1964 Coll. Civil Code, Act No. 250/2007 Coll. on Consumer Protection, and Act No. 102/2014 Coll. on Consumer Protection in Distance Selling.
I. Identification details of the Seller
Business name: Penev, spol. s r.o.
Registered office: Záhradná 35, 080 01 Prešov, Slovak Republic
Company ID: 31677622 | Tax ID: 2020497985 | VAT ID: SK2020497985
Registered in the Commercial Register of the District Court Prešov, Section: Sro, Insert No.: 895/P
Contact: obchod@printhia.sk | +421 950 513 913
Address for sending complaints: Penev, spol. s r.o., Záhradná 35, 080 01 Prešov.
II. Liability for Defects and Warranty Period
2.1. The Seller is liable for defects that the goods or service have at the time of acceptance by the Buyer, as well as for defects that arise after acceptance during the warranty period.
2.2. Length of the warranty period:
Consumers (B2C): The warranty period is 24 months. For used goods, it is 12 months.
Businesses (B2B): Pursuant to Section 429 of the Commercial Code, the seller provides a quality guarantee for a period of 12 months.
2.3. The warranty period begins to run from the day the Buyer takes over the goods.
2.4. The warranty period is extended by the time the goods were under complaint proceedings. If the goods are replaced, the warranty period starts to run again from the acceptance of the new item.
III. Filing a complaint
3.1. The Buyer may file a complaint:
In person: at the company's registered address.
By post/courier: by sending the goods to the address: Penev, spol. s r.o., Záhradná 35, 080 01 Prešov.
3.2. To speed up processing, we recommend enclosing a completed Complaint Form and proof of purchase (invoice).
3.3. Do not send goods by cash on delivery; such shipments will not be accepted.
IV. Complaint process and time limits
4.1. The Seller shall issue the consumer a confirmation of the complaint being filed. When filed remotely (by email/post), the confirmation is delivered immediately, or at the latest together with the document confirming the complaint has been settled.
4.2. The Seller shall decide on the method of handling the complaint immediately, within 3 days in complex cases, or within 30 days in justified cases (e.g. technical assessment).
4.3. Handling a complaint may not take longer than 30 days from the date it is filed. After this period has elapsed without result, the consumer has the right to withdraw from the contract or to demand a replacement of the product with a new one.
4.4. Complaint filed within 12 months of purchase: It may only be rejected on the basis of an expert assessment. The costs are borne by the Seller.
4.5. Complaint filed after 12 months from purchase: If rejected, the Seller shall state where the consumer may send the product for expert assessment. If the consumer proves the Seller's liability through the expert assessment, the complaint may be filed again.
V. Claims arising from defective performance
5.1. Remediable defect: The Buyer has the right to free, timely and proper removal of the defect, or to replacement of the goods (provided this does not cause the Seller unreasonable costs).
5.2. Irremediable defect: If the defect prevents proper use of the item, the Buyer has the right to replacement of the item or to withdraw from the contract.
5.3. In the case of other irremediable defects, the Buyer has the right to a reasonable discount from the price.
VI. Final provisions
6.1. This Complaints Procedure forms an integral part of the General Terms and Conditions.
6.2. Relationships not covered by this Procedure are governed by the relevant provisions of the Civil Code and the Consumer Protection Act.
6.3. This Procedure takes effect on 24 December 2025.

Returning non-personalized goods (14 days)

For goods that are not made to order, you have the right to return the goods within 14 days of delivery, provided they are unused and in their original condition. Upon receipt and inspection, we will refund the amount paid within 14 days at the latest, using the same method you used to pay. The cost of returning the goods is borne by the buyer, unless agreed otherwise. We do not charge any handling or restocking fee for returning goods.

Goods made to order (personalized products)

Products made to order according to your specific requirements (e.g. with a custom inscription, photo, or configured shape) are goods made according to the consumer's specific requirements. In accordance with Section 7(6)(c) of Act No. 102/2014 Coll., it is not possible to withdraw from the contract for such goods, as they were made expressly for you. Please check all order parameters before ordering.

Complaint (defective or damaged goods)

Your right to make a complaint under the Civil Code is not affected by this. If the goods (including made-to-order goods) are defective, damaged upon delivery, or do not match the confirmed order, please contact us at objednavky@printhia.sk. We will repair or replace the goods free of charge, or refund your money. We process approved refunds no later than 14 days after approval.