WITHDRAWAL FROM CONTRACT

Consumers have the right to withdraw from a contract concluded at a distance.

To exercise this right, simply notify us of your decision – in writing or by phone. You may send your withdrawal statement to: liovela@liovela.com or contact us at: +421 949 004 405, +421 949 004 406.

The withdrawal period is 14 days, starting from:

•       in the case of a physical goods contract – from the day you or a third party designated by you (other than the carrier) takes possession of the goods,

•       in the case of digital content – from the date the contract is concluded.

It is sufficient to send the withdrawal statement before the deadline expires.

Please return the goods together with the completed withdrawal form promptly to: LIOVELA s.r.o., OD PROFIT, ul. Sovietskych hrdinov 627/37, 1.p, 08901 Svidník, Slovakia – no later than 14 days from the date of submitting your withdrawal statement.

All payments made by you, including delivery costs (in accordance with the terms set out in the Terms and Conditions), will be refunded within 14 days of receiving your withdrawal statement.

We reserve the right to withhold the refund until we receive the returned goods or confirmation of their dispatch – whichever occurs first.

The right of withdrawal from a distance contract does NOT apply to contracts whose subject matter is:

•       goods manufactured to individual order or to the consumer's specifications,

•       perishable products or products with a short shelf life,

•       goods supplied in sealed packaging which cannot be returned after opening for reasons of health protection or hygiene,

•       audio or visual recordings or software in sealed packaging – once opened,

•       digital content not supplied on a tangible medium, if performance began with the consumer's express consent before the withdrawal period expired and after being informed of the loss of this right.

For detailed information, please refer to our Terms and Conditions.

QUALITY COMPLAINT

If a purchased product turns out to be defective, you are fully entitled to file a warranty complaint.

Complaints can be submitted to: liovela@liovela.com or by phone: +421 949 004 405, +421 949 004 406.

Depending on the nature of the defect, you may request:

•       replacement of the product with a defect-free one,

•       free repair of the defect,

or submit a statement regarding:

•       a price reduction,

•       withdrawal from the contract – in the case of a material defect.

The seller's liability covers defects identified within two years from the date the goods were received. A complaint should generally be filed within one year of discovering the defect, though this period may not expire before the end of the seller's liability period.

Complaints will be resolved within 14 days of receiving the notification.

Please send the defective goods to: LIOVELA s.r.o., OD PROFIT, ul. Sovietskych hrdinov 627/37, 1.p, 08901 Svidník, Slovakia.

Please include a printed complaint form in the parcel – this will speed up the process. The form is available for download HERE.

QUANTITY COMPLAINT

If the number of products received does not match your order, please contact us providing your order number and a description of the discrepancies:

•       email: liovela@liovela.com

•       phone: +421 949 004 405, +421 949 004 406

Please also send photographs of the received package and products to: liovela@liovela.com.

COMPLAINT REGARDING DAMAGED PARCEL / PRODUCT

If the courier delivers a parcel showing visible signs of damage, crushing, or tampering, you have the right to inspect its contents in the courier's presence and jointly draw up a damage report.

You also have the right to refuse acceptance of such a parcel. Please do not collect damaged parcels from parcel lockers or collection points.

If, after opening an intact package, the contents turn out to be damaged, please promptly send photographs of the damaged goods to: liovela@liovela.com.