2. Order goods

After selecting the goods, the buyer fills in the order form. If the buyer is a private person, he/she shall indicate his/her name and surname, address, telephone number, e-mail address. If he acts as a businessman, he shall indicate the name of the company and in the remarks he shall indicate the ID number and VAT number. After completing the order, he/she sends the order. After sending, the order will be processed and a confirmation of receipt of the order will be sent to the specified e-mail address. The sent order serves as a purchase contract.

3. Delivery and payment terms

The goods can be collected in person in our company shop or we deliver the ordered goods by courier or second class via Slovak Post. The delivery period starts from the moment the money for the goods is credited to our account. Product deliveries will be made as soon as possible, up to a maximum of 10 days, depending on the availability of the product and the operational possibilities of the seller. In case of unavailability of the goods, the buyer shall be informed in due time of any extension of the delivery period. The place of delivery of the goods shall be determined by the Buyer and shall be determined on the basis of the Buyer's order. Upon delivery of the goods to the specified address, the delivery shall be deemed to have been fulfilled. In addition to the goods, the shipment shall also contain a receipt.

The price of the goods, which the buyer collects in person at the company's shop, shall be paid in cash upon receipt.

If you pay by bank transfer, you will be sent the payment details. Upon receipt of payment to the supplier's account, the goods will be sent to the buyer as soon as possible, subject to stock availability, together with the receipt from the cash register.

In case of delivery of goods and payment by cash on delivery, the buyer shall pay the price of the goods at the Slovak Post upon receipt of the package or in case of delivery by courier service directly to the courier.

The buyer is obliged to check the condition of the goods upon receipt. If the goods are damaged, the buyer is obliged to write a record of the damage upon receipt of the goods, the accuracy of which shall be confirmed by the Slovak Post/Courier Company. In this case, the goods will not be accepted by the buyer. By signing the delivery note, the buyer confirms that the packaging of the order is intact. The purchase price for the goods does not include the cost of packing and delivery of the goods. The price of packing and postage is indicated directly at the time of purchase depending on the weight of the product. For cash on delivery, the price is increased by 1.50 euros.

In case of personal collection, the goods are reserved for the buyer in the company shop for 3 days. After the expiry of 3 days from the date on which the buyer was obliged to collect the goods, the seller is entitled to withdraw from the contract of sale and sell the goods to a third party. The buyer has the right to inspect the goods before collection.

4. Withdrawal from the contract

According to the Act on Consumer Protection in Door-to-Door Sales and Mail Order Sales (Act No. 108/2000 Coll.), the buyer - consumer has the right to withdraw from the concluded contract without stating a reason within 7 working days from the date of receipt of the goods, while it is necessary that the letter of withdrawal is delivered to the seller within the above period of time. This right is also available to the buyer if the goods ordered via the Internet are collected in person at the company's shop. If the goods fully comply with the quality requirements and are not defective, the costs of returning them shall be borne by the buyer.

The Seller shall have the right to cancel the order if, due to stock outage, it is unable to deliver the goods to the Buyer within the period specified in these Terms and Conditions. The Buyer will be informed of this fact immediately.

By withdrawing from the contract, the parties are obliged to reimburse each other for the services rendered. In the event that the buyer returns the ordered goods damaged, partially worn out or in a condition that does not correspond to the condition in which they were sent by the seller, the withdrawal is inadmissible. The return of underwear for hygiene reasons is not possible.

When withdrawing from the contract, the buyer is obliged to provide contact details and account number to which the purchase price for the ordered goods is to be paid by the seller.

5. Complaints

In the event that the buyer has discovered a defect in the purchased goods that was not caused by its improper use, but by a defect in the product itself, he has the right to claim the goods. After discovering a defect in the product, the Buyer is obliged to contact the Seller by email at info@prolenshop.sk or by phone at 0905 902 234, indicating the product number, the date of receipt of the goods, the type of defect, the number of the tax document. The Seller shall contact the Buyer in order to agree on the further procedure for resolving the complaint. The complaint will be processed within 30 days. The goods must be returned undamaged, unused, complete, in the original undamaged packaging, clean, with labels and proof of purchase. You are responsible for the delivery charges to our mailing address and back to you. Please do not send goods COD - they will not be collected.

Alternative dispute resolution

The Buyer has the right to contact the Seller with a request for redress (by email to info@prolenshop.sk) if he is not satisfied with the way the Seller has handled his complaint, or if he believes that the Seller has violated his rights. If the Seller responds to the complaint in a negative manner or fails to respond within 30 days, the Buyer has the right to file a petition for alternative dispute resolution with an Alternative Dispute Resolution (ADR) entity pursuant to Act 391/2015 Coll. ADR entities are authorized legal entities according to §3 of Act 391/2015 Coll. The buyer may submit the proposal in the manner specified under §12 of Act 391/2015 Coll.

The buyer can also complain through the RSO's alternative dispute resolution platform, which is available online at http://ec.europa.eu/consumers/odr/index_en.htm.

Alternative dispute resolution can only be used by a natural person who is not acting within the scope of his/her business or employment when concluding and performing a purchase contract. Alternative dispute resolution applies only to disputes between the buyer and the seller arising out of or relating to a consumer contract. Alternative dispute resolution applies only to distance contracts. Alternative dispute resolution does not apply to disputes where the value of the dispute does not exceed EUR 20. The ADR entity may require the consumer to pay a fee for the initiation of ADR up to a maximum of EUR 5 including VAT.

6. Failure to collect the ordered shipment

In the event of non-acceptance of the goods, which are the subject of the purchase contract arising from the buyer's order on www.prolenshop.sk, the seller is entitled to claim from the buyer compensation for damages in the amount of the costs necessarily incurred in connection with the performance of the legally established purchase contract.

7. Market surveillance authority for consumer protection in the internal market

Inspectorate of the Slovak Trade Inspection for the Prešov Region, Supervision Department

tel. no.: 051/ 7721 597
fax no.: 051/ 7721 596
e-mail: po@soi.sk

8. Privacy Policy

The controller has taken appropriate technical, organisational and personnel measures corresponding to the manner in which the personal data are processed, taking into account, in particular, the technical means to be used, the confidentiality and importance of the personal data processed, as well as the extent of the possible risks which are liable to impair the security or the functionality of its information systems.

Only persons over the age of 16 can shop in our e-shop. If the customer is under 16 years of age, his/her legal representative or another person over 16 years of age must order the goods for him/her.

For more information regarding the processing of personal data, please click here.