Returns & claims

Returns — 14-day withdrawal

As a consumer you may withdraw from the contract without giving a reason within 14 days of receiving the goods (Sections 19–22 of Slovak Act No. 108/2024 Coll.); you may withdraw even before receipt. How it works:

Fastest:withdraw from the contract online here— all you need is the order number and e-mail; we will immediately send an e-mail confirmation of receipt including its content, date and time (Section 20a of Act No. 108/2024 Coll.). Or e-mail us at info@handymade.store with your order number — an informal statement is enough, or use the model form annexed to the terms & conditions.
Send the goods within 14 days of withdrawal to: Handymade s.r.o., Montážna 15, 971 01 Prievidza, Slovenská republika. Return shipping is paid by the buyer; please don’t send cash-on-delivery parcels.
We refund the price incl. the original shipping (up to the cheapest offered delivery) within 14 days of receiving the withdrawal, using the same payment method. We may withhold the refund until we receive the goods back or you prove their dispatch.

Important — hygiene exception

For health-protection and hygiene reasons, goods in protective packaging that was opened after delivery (e.g. opened cosmetics) cannot be returned — Section 19(1)(e) of Act No. 108/2024 Coll. You are liable only for any decrease in value beyond the handling needed to establish the nature and functioning of the goods.

If you nevertheless send us goods whose protective seal has been broken, we will not refund the purchase price for them and will let you know without undue delay. We will keep the goods for 14 days from sending that notice; if you ask within that period, we will send them back to you at your expense. Otherwise we will dispose of them for hygiene reasons.

If you return used packaging (for example a bottle, dispenser or jar), you are liable for the decrease in its value (Section 21(4) of Act No. 108/2024 Coll.); as used packaging cannot be resold for hygiene reasons, the decrease in value equals its price, so we will not refund it and will dispose of the packaging.

Complaints (liability for defects)

We are liable for defects existing at delivery which become apparent within 2 years of delivery (Sections 619 et seq. of the Slovak Civil Code). A defect appearing within 2 years is presumed to have existed at delivery unless we prove otherwise. The detailed procedure, deadlines and your remedies are set out in the complaints procedure. Please notify a defect within 2 months of discovering it:

E-mail info@handymade.store with the order number, a description of the defect and ideally photos, or send the goods with a description to the address above. We confirm the defect notification without delay.
You are first entitled to repair or replacement of your choice; if we fail or refuse to remedy the defect, it recurs, or it is a material breach, you are entitled to a price reduction or withdrawal (refund).
We settle complaints within 30 days of the defect notification at the latest (longer only for objective reasons beyond our control) and inform you by e-mail. For justified complaints we also reimburse the reasonable costs of making the claim.

If a parcel arrives damaged, please document it on receipt (photo, carrier damage report) — it speeds up the resolution.

Alternative dispute resolution

If we don’t resolve your claim to your satisfaction, first ask us for redress at info@handymade.store. If we refuse or don’t reply within 30 days, you may file a petition for alternative dispute resolution with the Slovak Trade Inspection (www.soi.sk) or another body listed by the Slovak Ministry of Economy (www.mhsr.sk) — Act No. 391/2015 Coll. The consumer-protection supervisory authority is the Slovak Trade Inspection, Inspectorate for the Trenčín Region, A. Sládkoviča 11, 971 01 Prievidza 1. The EU ODR platform was discontinued as of 20 July 2025; for cross-border disputes the European Consumer Centre in Slovakia can help (www.europskyspotrebitel.sk). Contact: +421 950 333 113. Details are governed by the terms & conditions.