Complaints and statutory rights concerning defective goods

The seller is PANAKEIA SK s. r. o., Žabinská 2081/2, 911 05 Trenčín, Slovak Republic, company registration number 52576418. Contact: panakeia@panakeia.sk, +421 948 735 144. This procedure forms part of the General Terms and Conditions.

1. Your statutory rights

We are liable for defects present when the goods were delivered. Under Slovak law chosen in the contract, liability for defects lasts 24 months from delivery. If a defect becomes apparent within this period, it is presumed to have existed at delivery unless the contrary is proved or this is incompatible with the nature of the goods or defect. After the first remedy by repair, this period is extended once by 12 months. In the event of replacement, we are liable for defects in the replacement goods in the same way as for the original goods. Applicable mandatory rules of your country, including longer periods and specific remedies, remain unaffected and are set out below.

Statutory liability for defects is distinct from a voluntary commercial guarantee. It does not depend on unopened packaging, an unused product, the original box or presenting one particular type of proof of purchase. Purchase can also be demonstrated by other suitable means. It also applies to discounted goods.

Normal wear, incorrect use or storage, damage after delivery and use after expiry do not automatically constitute a defect present at delivery. We assess each case according to the facts and the statutory rules on the burden of proof. Merely opening or using a product is not a reason to reject a complaint.

An individual reaction to a properly declared ingredient does not necessarily mean that the product is defective, provided the goods conform to the contract and safety requirements. Contact us if a product causes an adverse reaction or you suspect it is unsafe. This does not restrict rights concerning unsafe, incorrectly labelled or otherwise defective products.

2. How to make a complaint

Write to panakeia@panakeia.sk, send a notice to our address or make a complaint in person. We recommend contacting us as soon as possible after discovering a defect. Mandatory periods for notifying a defect and exercising a remedy are governed by the applicable law; specific rules for your country are set out below.

To help us handle your complaint promptly, provide your contact details, order number or other proof of purchase, product name, a description of the defect and your requested remedy. Where possible, attach a photograph of the defect and the batch number on the packaging. Neither a photograph nor all these supporting details are a condition for accepting a complaint.

If we need to receive the product for assessment or a remedy, we will agree with you how it should be sent or collected. We bear the necessary costs of taking back defective goods and providing the statutory remedy. Do not send them cash on delivery without prior agreement.

We will provide written acknowledgement of your complaint and information on the next steps without delay. If we reject liability, we will state our reasons in writing. We will respond and provide a remedy within the applicable statutory periods; where local law sets a shorter period than the general Slovak rules, we apply that shorter period.

3. Repair, replacement, price reduction or refund

You may request repair or replacement free of charge unless your chosen remedy is impossible or disproportionately costly compared with the other remedy. The remedy will be provided within a reasonable period and without significant inconvenience. Under Slovak rules, the notified period must generally not exceed 30 days unless a longer period is justified by an objective reason beyond our control. Stricter local periods remain unaffected.

You are entitled to a proportionate price reduction or termination of the contract in the cases provided by law, in particular if we refuse or fail to provide a proper remedy, the defect recurs, it is sufficiently serious to justify an immediate remedy of this kind, or it is clear that we will not remedy the goods within a reasonable period without significant inconvenience. For a minor defect, the right to terminate may be restricted by law; we bear the burden of proving that it is minor.

When the contract is lawfully terminated because of a defect, we bear the return costs. We refund the price using the method and within the period required by the applicable law, generally using the same payment method you used, without a fee. Statutory rules on extension, suspension and limitation of periods apply during repairs, upon replacement and when exercising remedies.

4. Rules for the customer's country

5. If we cannot reach an agreement

Request redress using the contact details above. Information on alternative dispute resolution and access to courts is available in the General Terms and Conditions. For a cross-border purchase, the European Consumer Centre may assist you. Your right to bring proceedings before the competent court remains unaffected.

This document takes effect on 25 October 2026. Orders concluded before this date are governed by the relevant earlier version and statutory transitional rules.