Refund policy

Complaint Procedure


1. Introductory Provisions


The method and conditions for complaints related to goods purchased in the store. Kallai is available on the website shop.kallai.sk operated by Georgica sro (hereinafter referred to as the "Seller").


The complaint procedure is prepared in accordance with the relevant legislation of the Slovak Republic, in particular:

  • Civil Code no. 40/1964

  • Act no. 250/2007 on Consumer Protection

  • Act no. 108/2024 on Consumer Protection (where applicable)

2. Liability for Defects and Method of Complaint Handling


2.1. The Seller is responsible for defects existing at the time the goods are handed over to the consumer, as well as for defects that arise during the warranty period.


2.2. This complaint procedure applies to products purchased by the Buyer on the retailer's e-commerce website (shop.kallai.sk), via email, or in another verifiable manner.


2.3. When filing a complaint, the consumer is obliged to submit a complaint record, i.e., a description of the complaint according to point 2.8, along with the claimed goods and proof of purchase (cash receipt, invoice, warranty card - if available).


2.4. The Buyer is obliged to store, handle, and use the purchased goods according to the manufacturer's instructions indicated on the packaging, or in a manner that is customary and appropriate for the given type of goods. The Buyer acknowledges that goods sold by the Seller, primarily whole and shelled nuts, may have color and size deviations of up to 10% of the volume in the packaging, and this does not constitute grounds for a complaint. A complaint will not be accepted if the Buyer demonstrably failed to follow the manufacturer's instructions, or if the defect was caused by the Buyer's improper handling, cultivation, processing, and/or storage.


2.5. The claimed goods must be clean, complete, and meet hygienic standards.


2.6. The Seller will send the consumer a written confirmation of receipt of the complaint, which will also indicate the deadline for resolving the complaint.


2.7. The complaint procedure for a product that can be objectively presented to the retailer begins on the day when all the following conditions are met:


Sent to the business address of Georgica sro., Prša 99, 85 41 Prša, Lučenec district, Slovak Republic

  • proof of purchase—cash receipt (invoice), the consumer's name and address, or telephone contact, and an accurate description of the product defect or how the product defect occurred were submitted to the above address together with the claimed product.

2.8. When submitting a complaint, the Buyer must complete a complaint record, providing their basic identification details, the date of purchase of the claimed product, the receipt number confirming the purchase, describing the reason for the complaint, and attaching photographic documentation. This complaint record must be sent to the Seller by email to webshop.kallai.sk, or by Slovak post, or in person at the address above.


2.9. If goods (food, alcoholic, and non-alcoholic products) have an expiration date or best-before date indicated on the packaging, the Buyer is obliged to assert their warranty rights against the Seller immediately, but no later than the expiration of the expiration date or best-before date. In the case of quickly perishable goods, warranty rights must be exercised no later than the day following the Buyer's receipt of the order, otherwise the rights expire.


2.10. If the Buyer reports defects of the goods in a timely manner, the Buyer has the right to:

In the case of removable defects: The Buyer has the right to demand the free, proper, and timely removal of the defect, or the replacement of the defective product with a flawless product. The Seller is obliged to remove the defect without undue delay or replace the defective product with a flawless product. The Seller is always entitled, at its own discretion, to replace the defective product with a flawless product. However, the Seller is not obliged to replace the product if this would incur unreasonable costs relative to the price of the goods or the severity of the defect.


2.11. In the case of an irremovable defect that does not prevent the product from being used for its intended purpose as if it were a flawless product: The Buyer is entitled to a reasonable price discount depending on the nature and severity of the defect.


2.12. Defects in food, including fruits and vegetables, are always considered irremovable.


2.13. If a discount is applied, subsequent claims based on the defect for which the discount was granted are not possible.


2.14. The complaint procedure for goods that cannot objectively be delivered to the Seller and which are permanently installed, e.g., seedlings, begins on the day when all the following conditions are met:

  • delivery of the Buyer's written complaint to the Seller

  • documents proving the purchase of the goods, inspection of the claimed goods by the Seller or a third party designated by the Seller, who will provide the Buyer with written confirmation and an opinion on the inspection.

2.15. If the complaint is justified:

  • The Seller bears the costs of transporting the claimed goods, as well as other costs associated with settling the complaint.

If the complaint is unfounded:

  • The Buyer bears all costs incurred by the Seller in connection with settling the unfounded complaint.

3. Complaint Processing Period and Warranty Period


3.1. The warranty period is generally 24 months from the receipt of the goods, unless stated otherwise, or unless the goods are perishable or have a shorter shelf life.


3.2 If the goods, their packaging, or the instructions for use specify a period of use in accordance with other regulations, the warranty period ends upon the expiration of this period. Defects of the goods and claims arising from defects of the goods must be asserted by the end of the warranty period. The right to assert the claim ceases upon the expiration of the warranty period. However, the Seller is not responsible for a defect for which a lower price was agreed upon (Section 619(1) of the Civil Code).


3.3 In the case of food products, the Seller's liability applies to maintaining quality and wholesomeness within the best-before or expiration period indicated on the packaging.

  • On the day the complaint is received, the retailer confirms receipt of the complaint regarding the goods to the Buyer in writing, for example, in the form of an email or in writing.

  • The Seller will handle the complaint regarding the goods immediately, and in more complex cases, within 5 days from the start of the complaint procedure. This period does not include the time required for a professional assessment of the defect. However, the complaint handling must not take longer than 30 days. If the complaint handling takes longer than 30 days, the Buyer has the same rights as in the case of an irremovable defect.

3.4. The start of the complaint procedure is also the day the complaint is filed. The Buyer must notify the Seller of the product complaint via the Seller's email address. The Seller is obliged to accept the complaint.


3.5. The Buyer is obliged to assert their liability for defects in the product against the Seller without undue delay.


4. Unfounded Complaint


4.1. The Seller is not responsible for defects:

  • caused by the Buyer (consumer) themselves

  • that the Buyer was aware of at the time of purchase, or for which they were expressly warned

  • if the defect or deviation is within a reasonable range, e.g., color or size deviation accounts for a maximum of 10% of the volume

  • resulting from incorrect or excessive use, improper maintenance, natural wear and tear, or the expiration of the service life, warranty period, or minimum durability

  • for which a discount on the price of the goods was provided

  • caused by unauthorized interference or force majeure.

4.2. The Buyer's warranty claim against the Seller ceases if:

  • failure to submit proof of payment (we recommend that the buyer obtain and keep a copy of the receipt), delivery note

  • the warranty period of the product has expired

  • the product is used in conditions that do not correspond to the natural environment

  • improper handling, operation, or neglect of product care

  • damage to the product due to excessive load, improper handling, or use that deviates from the conditions specified in the documentation, general principles, technical standards, or safety regulations valid in the Slovak Republic

  • damage to the product due to unavoidable or unforeseeable events

  • accidental destruction and accidental deterioration of the product, other unauthorized intervention, damage or damage due to atmospheric electricity or other force majeure, unauthorized interference with the product.

4.3. The Buyer is not entitled to a warranty for defects about which the Seller informed them when concluding the contract, on the website, or in the instructions.


4.4. The warranty does not cover defects caused by the normal use or wear and tear of the goods, nor defects that occurred at the time the goods were sold and which the Buyer did not notify the Seller or the carrier about upon receipt of the goods.


4.5. The Seller is not responsible for defects caused by the Carrier's improper handling, meaning that after the undamaged, intact packaged goods are handed over to the Carrier, the Carrier assumes full responsibility for the delivery of the intact shipment.


4.6 The warranty does not apply to unauthorized interference with the product or failure to comply with the usage or care procedures specified in the instructions for use—in the case of products for which such procedure is inherent in the nature of the product.


5. Alternative Dispute Resolution


Alternative Out-of-Court Dispute Resolution


The Buyer is entitled to contact the Seller with a request for redress via email at webshop@kallai.sk or in writing at the address Georgica sro., Hlavná ul. 641/36, Fiľakovo 986 01, IČO 36622800, if they are not satisfied with the way the retailer handled the complaint, or if they believe that the retailer has violated their rights. If the Seller responds negatively to this request, or does not respond to it within 30 days of sending, the consumer has the right to submit a proposal to initiate alternative dispute resolution proceedings to an alternative dispute resolution entity (hereinafter referred to as an ADR entity) pursuant to Act no. 391/2015. ADR entities are the authorities and authorized legal persons pursuant to Section 3 of Act no. 391/2015. The consumer can submit a proposal in the manner specified in Section 12 of Act no. 391/2015.


Further information can be found at:

https://www.soi.sk/alternativne-riesenie-spotrebitelskych-sporov


6. Final Provisions


This Complaint Procedure is valid from April 1, 2026, and supersedes previous complaint procedures.