Refund policy

**6. Cancellation of the Order and Withdrawal from the Purchase Agreement**

**6.1** If the order has not yet been paid for and has not been shipped, the buyer may cancel the order via email or by phone without incurring any penalties. If the order has been paid for but has not been shipped, FISTER CRYSTAL s.r.o. will refund the customer within 14 business days, or by another mutually agreed method.

**6.2** According to Act No. 102/2014 Coll. (Consumer Protection Act for the Sale of Goods or Provision of Services Based on a Distance Contract or a Contract Concluded Outside the Seller's Premises and on Amendments and Supplements to Certain Laws), the buyer has the right to withdraw from the contract within 14 days of receiving the goods. Returns made after this period will not be accepted. If the buyer decides to withdraw, they should contact the seller, state their order number, name, and date of purchase. The returned goods should be sent back within the specified period to the seller's address: Široká 4286, 058 01 Poprad – Veľká. However, according to the Distance Selling Act, the buyer cannot withdraw from the contract if it concerns:
- The sale of goods made according to the consumer's specific requirements, custom-made goods, or goods specifically intended for a single consumer;
- The sale of goods that are subject to rapid deterioration or spoilage;
- The sale of audio recordings, video recordings, audio-visual recordings, books, or computer software sold in a protective seal, if the consumer has unsealed this seal;
- The sale of periodicals except for subscription-based sales;
- The provision of digital content not on a tangible medium, if its provision has started with the consumer's express consent and the consumer has declared that they have been properly informed that by giving such consent, they lose the right to withdraw from the contract.

**6.3** If the goods in a single order are delivered separately, the withdrawal period starts from the moment of receiving the last delivered item.

**6.4** The customer must withdraw from the contract exclusively in writing (letter, email) as stipulated by § 12 of the Consumer Protection Act for Mail Order Sales (Act No. 108/2000 Coll.).

**6.5** Returned shipments will not be accepted on a cash-on-delivery basis. The costs associated with returning the goods are borne by the customer. It is recommended to send the goods as an insured package and to use appropriate packaging, as the seller is not liable for any loss or damage to the shipment during transit. **6.6** This provision of the law should not be understood as an option for free borrowing of goods. If the buyer exercises their right to withdraw from the contract within 14 days of receipt, they must return everything they received under the purchase agreement. If this is no longer possible (e.g., if the goods have been damaged), the buyer must provide monetary compensation as a substitute for what cannot be returned. If the returned goods are only partially damaged, the seller may claim damages from the buyer and offset their claim against the refunded purchase price. In such cases, the seller is obliged to prove the damage incurred. The seller will only refund the reduced purchase price. The seller may also deduct their actual costs incurred in returning the goods from the amount to be refunded. If all the above conditions for returning the goods are met, the money for the goods will be refunded to the buyer's account within 30 business days of receiving and inspecting the goods. If any of the above conditions are not met, the withdrawal from the consumer contract will not be accepted, and the goods will be returned at the sender's expense.

**6.7** FISTER CRYSTAL s.r.o. is entitled to withdraw from the purchase agreement for the following reasons:
- If the buyer does not collect the ordered goods from the courier within the agreed time frame for reasons not attributable to FISTER CRYSTAL s.r.o.;
- If the buyer does not collect the ordered goods at the designated post office within the specified collection period;
- If FISTER CRYSTAL s.r.o. is unable to deliver the goods, especially because the goods have been sold out, are no longer manufactured or supplied, and the seller is unable to obtain them otherwise;
- If there is a significant change in the price at which FISTER CRYSTAL s.r.o. purchases the goods.

**6.8** The withdrawal by FISTER CRYSTAL s.r.o. from the contract is effective on the day when the withdrawal is delivered to the buyer, with email notification being sufficient for the withdrawal.

**7. Warranty Period and Complaints Procedure**

**7.1** Goods purchased from the online store www.fister.sk are covered by a legal warranty period of 24 months. The warranty period begins on the day the goods are received by the buyer. The warranty covers only manufacturing defects. The warranty does not cover improper handling or storage by the buyer.

**7.2** The buyer is required to inspect the goods immediately upon receipt. If damage to the product packaging is detected, the buyer should check the condition of the goods and, in the case of damage, make a record of the damage in the presence of the carrier. The buyer has the right to refuse visibly damaged shipments. Responsibility for damage during transit lies with the carrier; all goods are insured. By signing the delivery note, the buyer agrees to accept the shipment and confirms that it arrived without visible damage.

**7.3** A complaint is valid if: - The goods were not delivered;
- The delivered goods are damaged;
- The delivered goods differ from what the buyer ordered;
- The delivered goods are incomplete (the customer must ensure that their order was not divided into multiple orders due to stock unavailability).

In all the above cases, the customer must contact FISTER CRYSTAL s.r.o. within 48 hours of receiving the goods, otherwise, the complaint may not be recognized.

**7.4** Complaints will be handled as follows:

- The complaint must be reported by the customer to email info@fister.sk;
- The complained goods should be sent (in the original packaging) along with a copy of the invoice, a description of the defect, and a copy of the delivery confirmation from the carrier, to the address: FISTER CRYSTAL s.r.o., Široká 4286, 058 01 Poprad – Veľká;
- FISTER CRYSTAL s.r.o., which operates fister.sk, has a legal deadline of 30 days from the receipt of the complained goods to examine the validity of the complaint and to either accept or reject it; - When processing the complaint, FISTER CRYSTAL s.r.o. will usually contact the customer and agree on how to resolve the complaint (replacement of the goods with another of the same value, exchange for different goods of the same value, or refund);
- The buyer will be informed of the outcome of the complaint immediately after the complaint procedure is completed via email, and a letter with the complaint record will be delivered with the goods. Any claims arising from withdrawal will be settled by FISTER CRYSTAL s.r.o. from the funds paid by the buyer, and the amount will be reduced by their claims.