Return policy

PRODUCT COMPLAINTS

Your satisfaction matters to me, and that is why every day I do my work with the utmost care and dedication. Each of my products is an original piece.
Despite my best efforts, mistakes can occasionally happen. I am ready to make things right — therefore, you may make use of the option to file a product complaint.

If you wish to make a complaint about the delivered product, please fill out the Complaint Form and include it with the returned item.
You can find the Complaint Form HERE.

Before sending your complaint, please make sure that the issue does not fall under the conditions listed below:

A product defect does not include a change in the product’s characteristics that:

Occurred during the warranty period due to wear and tear, improper use, or insufficient or unsuitable care,
Resulted from natural changes in the materials used to make the product,
Was caused by the buyer, a third party, or any improper handling or interference.

Please note that the actual color of the material may not exactly match the color displayed online. You may therefore request fabric samples in advance.

When submitting a complaint, please send the parcel by registered mail (without cash on delivery) to the following address:

Lenka Kriva, LENKA KRIVA Studio s.r.o.
Dolný Moštenec 302
017 01 Považská Bystrica
Slovakia
+421 907 191 677

You will be informed via e-mail once the parcel has been received and your complaint has been processed.

COMPLAINT POLICY (LIABILITY FOR DEFECTS, WARRANTY, COMPLAINTS)

This Complaint Policy is governed by the relevant provisions of the Civil Code of the Slovak Republic, as amended, and by Act No. 250/2007 Coll. on Consumer Protection, as amended, concerning liability for defects and the procedure for handling complaints about goods and services.

The seller is responsible for defects in the product, and the buyer shall file a complaint without undue delay, in accordance with this valid Complaint Policy.
The warranty period for products is determined by the Civil Code in effect at the time of purchase.
All complaints shall be handled in accordance with this valid Complaint Policy.

By submitting an order, the buyer confirms that they have been duly informed about the conditions and procedures for making a complaint, including the address and method of submission, and about their rights to warranty repairs under §18(1) of Act No. 250/2007 Coll. on Consumer Protection.

This Complaint Policy applies to products purchased from the seller either in person or via the seller’s online store, e-mail, or other electronic means.
The Policy is valid for all transactions unless different warranty conditions have been contractually agreed.

1. Warranty and scope

The buyer has the right to claim a warranty only for products that show defects caused by the manufacturer, supplier, or seller, that are covered by warranty, and that were purchased from the seller.

The buyer is obliged to inspect the product upon receipt. If any defect is detected, the buyer may file a complaint immediately.
During the warranty period, the buyer is entitled to have defects removed free of charge, upon presenting the product to the seller together with proof of purchase.

If the product shows defects, the buyer may file a complaint in accordance with §18(2) of the Consumer Protection Act, either by e-mail or by telephone.

2. Start of the complaint process

The complaint process begins once all of the following conditions are met:

The buyer submits the defective product to the address below:
Lenka Kriva, LENKA KRIVA Studio s.r.o., Dolný Moštenec 302, 017 01 Považská Bystrica, Slovakia, +421 907 191 677
The product is accompanied by a completed Complaint Form, stating the buyer’s name, address, contact details, and a precise description of the defect (and, if applicable, how it occurred).

The template of the Complaint Form can be found HERE. The buyer may send the completed form to the seller by e-mail, post, or deliver it in person.
The date of submission of the defective product to the seller is considered the date of complaint filing.

At the place designated for receiving complaints, the seller ensures the presence of a person authorized to handle complaints in accordance with §18(3) of the Consumer Protection Act.

3. Handling of complaints

The seller shall issue to the buyer, on the day the complaint is received, a written confirmation of acceptance of the complaint, describing the defect as per §18(5) of the Act.

After the buyer submits a complaint, the seller (or an authorized representative) shall inform the buyer of their rights under the law and determine the method of complaint handling immediately, within three working days in complex cases, or within 30 days if technical evaluation is required.

After the method of handling is determined, the complaint shall be processed immediately, and in justified cases no later than 30 days from the date the complaint was filed.
After this period, the buyer has the right to withdraw from the contract or to request a replacement product.

The buyer cannot claim warranty for defects about which they were informed at the time of purchase.

4. Expiry of warranty rights

The buyer’s right to warranty ceases in the following cases:

Expiration of the warranty period,
Mechanical damage caused by the buyer,
Use of the product in unsuitable conditions,
Improper handling, misuse, or lack of care,
Damage caused by excessive stress, mishandling, or use contrary to documentation, standards, or safety regulations,
Damage caused by unavoidable or unforeseeable events,
Accidental damage, natural deterioration, or force majeure,
Unauthorized interference or modification.

5. Methods of complaint resolution

The seller is obliged to handle the complaint and conclude the complaint procedure by one of the following methods:

Delivery of a repaired product,
Replacement of the product,
Refund of the purchase price,
Granting an appropriate discount on the price,
Written notice for product pick-up,
Reasoned rejection of the complaint.

The seller shall issue to the buyer a written confirmation of the complaint resolution no later than 30 days from the filing date.

The standard warranty period is 24 months for new products and 12 months for made-to-measure or custom-made items, counted from the date of the purchase agreement.
The warranty period is extended by the time during which the buyer could not use the product due to warranty repair.

6. Types of defects and remedies

For removable defects, the seller will ensure:

Free repair, or
Replacement with a new, identical product (a new warranty period applies to the replacement).

For non-removable defects, or for defects that repeatedly occur, or for a greater number of different removable defects that prevent proper use, the seller will:

Cancel the purchase contract, or
Replace the product with another item, or
Issue a credit note if replacement is not possible.

For the purposes of this policy:

The same removable defect appearing and being repaired more than twice is considered a repeatedly occurring defect.
More than two different removable defects are considered a greater number of defects.

If the complaint is lawfully rejected but the buyer still believes the defect exists, they may pursue their rights through court proceedings.

The warranty does not apply to unauthorized interventions or failure to follow instructions for use.

7. Consumer rights information

According to the law:

For a defect that can be repaired, the buyer has the right to have it repaired free of charge, properly and on time.
The buyer may request a replacement instead of repair if it does not cause the seller disproportionate costs.
The seller may replace the defective product with a new one instead of repair, provided this does not cause significant inconvenience to the buyer.
For a non-removable defect preventing normal use, the buyer has the right to a replacement or to withdraw from the contract.
For other non-removable defects, the buyer has the right to a reasonable discount on the price.

8. Alternative dispute resolution

The buyer has the right to contact the seller with a request for correction by e-mail at lenka@lenkakriva.com or in writing to:
Lenka Kriva, LENKA KRIVA Studio s.r.o., Dolný Moštenec 302, 017 01 Považská Bystrica, Slovakia, ID No. 57245126
if they are not satisfied with the way the seller handled their complaint or believe their rights were violated.

If the seller replies negatively or does not respond within 30 days, the buyer has the right to file a request for alternative dispute resolution (ADR) under Act No. 391/2015 Coll.
The ADR entities are authorized bodies listed at:
http://www.economy.gov.sk/obchod/ochrana-spotrebitela/alternativne-riesenie-spotrebitelskych-sporov-1/zoznam-subjektov-alternativneho-riesenia-spotrebitelskych-sporov

Alternative dispute resolution is available only to consumers — individuals who act outside the scope of their business or profession. It applies exclusively to distance contracts and not to disputes where the value is below €20. The ADR body may charge a fee up to €5 including VAT.

Považská Bystrica, 19 October 2025