Refund policy
How to return or claim goods
Returns or claims are simple with us. Below you will find a brief overview of the steps – the detailed legal terms and conditions are provided further down on this page.
📋 Withdrawal from the contract
You can find the „Withdraw from the contract/Return goods" button directly in the details of the specific order. You can access the details in the following ways:
- Open this link to your order and enter the e-mail address you used when making the purchase. You will receive a verification code by e-mail — after entering it, you will access the order details, where you click the „Withdraw from the contract/Return goods" button.
- Faster alternative: In the order confirmation e-mail, click the link leading to its details. This link will securely redirect you directly to the order without entering a code, where you click the „Withdraw from the contract/Return goods" button.
🔁 Return of goods (without giving a reason)
- You can return goods within 30 days of receipt.
- The goods must be unworn, unused and undamaged.
- They must be complete, including tags.
⚠️ Claim of goods (product defect)
- If the goods have a manufacturing defect or another problem, you can make a claim.
- Send us the goods together with a brief description of the defect.
- If it is visible damage or a manufacturing defect, contact us and send photo documentation. If the situation allows, we will try to resolve the claim remotely without the need to return the goods and send you a new piece. (possible only in some cases).
- We will handle the claim within 30 days at the latest (usually sooner).
📦 How to send the goods back
Recommended option – free of charge via Packeta
- In the parcel with your order, you will find a return adhesive label, which we automatically include in every order
- They will print the label for you directly on site.
- You can also use the "Medzi-Nami" service via the Packeta app
Alternatively, you can send the goods by post or courier to the address:
WARAGOD s.r.o.
Murgašova 2
949 01 Nitra
Send parcels without cash on delivery – we do not accept cash-on-delivery parcels.
Claims Policy
WARAGOD s.r.o.
Company ID: 47056827
Bratislavská 9, 949 01 Nitra
Registered in the Commercial Register of the Slovak Republic
(hereinafter referred to as the “seller”)
Claims address for sending goods:
WARAGOD s.r.o.
Murgašova 2
949 01 Nitra
This Claims Policy has been prepared in accordance with:
- Act No. 108/2024 Coll. on Consumer Protection,
- Act No. 40/1964 Coll. Civil Code,
- Directive of the European Parliament and of the Council (EU) 2019/771.
1. General provisions
1.1. This Claims Policy regulates the conditions, method and place for making claims regarding defects in goods purchased through the seller’s online store.
1.2. The Claims Policy applies exclusively to consumers within the meaning of Section 2 of Act No. 108/2024 Coll.
2. Liability for defects
2.1. The seller is responsible for ensuring that the goods are free from defects upon receipt and have the properties agreed in the purchase contract or properties usual for the given type of goods.
2.2. The seller is liable for defects that occur in the goods within 24 months from their receipt by the consumer.
2.3. The seller is not liable for defects that arose due to:
- improper use or maintenance,
- normal wear and tear,
- defects of which the consumer was informed in advance and for which a discount was provided.
3. Place and method of making a claim
3.1. The consumer may make a claim:
- by e-mail at info@waragod.com, or
- by sending the claimed goods to the claims address stated above.
3.2. For a proper and quick assessment of the claim, we recommend sending the claimed goods clean and complete (including accessories), if this is possible given the nature of the defect.
3.3. We do not accept cash-on-delivery parcels. We recommend sending the claimed goods using a method that allows shipment tracking; shipment insurance is at the consumer’s discretion.
3.4. In order for us to handle the claim as quickly as possible, please include:
- proof of purchase (invoice / order confirmation / order number),
- a brief description of the defect (when it appeared and how it manifests itself),
- contact details (first name and last name, e-mail, phone).
3.5. The claim is considered to have been made on the day when the seller receives the claim notification (e.g. by e-mail). If delivery of the claimed goods is necessary to assess the defect, the deadlines for handling the claim begin to run from the day of delivery of the claimed goods to the seller.
3.6. The seller will immediately send the consumer confirmation of receipt of the claim (electronically), which usually contains: the date of receipt, identification of the claimed goods, description of the defect and the requested method of handling.
4. Consumer rights in the event of a claim (liability for defects)
4.1. If the goods have a defect, the consumer has the right to choose the removal of the defect:
- by replacement of the goods, or
- by repair of the goods.
The consumer may not choose a method that is impossible or that would cause the seller disproportionate costs compared to the other method (e.g. replacement of the entire product in the case of a minor repairable defect).
4.2. The seller may refuse to remove the defect (both repair and replacement) if these methods are impossible or would require disproportionate costs. In such a case, the rights under point 4.3 apply.
4.3. The consumer has the right to a reasonable discount from the purchase price or to withdraw from the contract (refund) in the following cases:
- the seller did not repair or replace the defect within a reasonable period, or refused to do so,
- the defect occurred repeatedly (after repair),
- the defect is of a serious nature (prevents use),
- it is clear from the seller’s statement or from the circumstances that the defect will not be removed within a reasonable period.
4.4. The consumer cannot withdraw from the purchase contract under point 4.3 if the seller proves that the defect is negligible.
5. Handling of claims
5.1. The seller will handle the claim within 30 days at the latest in accordance with the applicable legal regulations.
5.2. The consumer will be informed of the result of the claim by e-mail. At the same time, the seller will issue the consumer confirmation of claim settlement (especially the date of settlement and the method of settlement).
5.3. If the claim is accepted, the seller bears all reasonable costs associated with the claim.
6. Withdrawal from the contract without giving a reason
6.1. The consumer has the right to withdraw from the contract without giving a reason within 14 days of receipt of the goods.
6.2. Beyond the scope of the law, the seller provides the option to return goods within 30 days, under the conditions stated in the separate Return Policy.
7. Alternative dispute resolution
7.1. If the consumer is not satisfied with the manner in which the claim has been handled, they have the right to contact the seller with a request for remedy.
7.2. If the seller does not respond to the request or responds negatively, the consumer has the right to submit a proposal for alternative dispute resolution to an ADR entity:
Slovak Trade Inspection
www.soi.sk
8. Final provisions
8.1. This Claims Policy becomes valid and effective on 1. 1. 2026.
8.2. The seller reserves the right to amend this Claims Policy in accordance with applicable legal regulations.
INFORMATION ON EXERCISING THE CONSUMER’S RIGHT TO WITHDRAW FROM THE CONTRACT
1. Right to withdraw from the contract
You have the right to withdraw from this contract without giving a reason within 14 days. The withdrawal period expires after 14 days from the day on which you or a third party designated by you, other than the carrier, take over the goods. If goods ordered in one order are delivered separately, the period expires 14 days from the day of receipt of the goods that were delivered last.
When exercising the right to withdraw from the contract, inform us of your decision to withdraw from this contract by an unequivocal statement (for example, by a letter sent by post or by e-mail) at the address: WARAGOD s.r.o., Murgašova 2, 949 01 Nitra, e-mail: info@waragod.com.
For this purpose, you may use the model withdrawal form that we sent you as an attachment or that is available on our website. The withdrawal period is observed if you send the notification of exercising the right to withdraw from the contract before the withdrawal period expires.
2. Consequences of withdrawal from the contract
After withdrawal from the contract, we will refund all payments you have made in connection with the conclusion of the contract, in particular the purchase price including the costs of delivery of the goods to you. This does not apply to additional costs if you have chosen a type of delivery other than the cheapest standard delivery method that we offer.
Payments will be refunded to you without undue delay, no later than 14 days from the day on which we receive your notification of withdrawal from this contract. The refund will be made using the same payment method that you used for your payment, unless you have expressly agreed to another method of refund, and without charging any additional fees.
We may wait with the refund until the goods have been delivered back to our address or until proof demonstrating that the goods have been sent back is provided, whichever occurs first.
3. Procedure for returning goods
Send the goods back to us or bring them to the address: WARAGOD s.r.o., Murgašova 2, 949 01 Nitra no later than 14 days from the day of exercising the right to withdraw from the contract. The deadline is considered to be met if you send the goods before the expiry of the 14-day period.
You bear the direct costs of returning the goods. You are only responsible for any decrease in the value of the goods resulting from handling them in a manner other than that necessary to determine the nature, characteristics and functionality of the goods.
4. Contractual bonus: Extended period (30 and 100 days)
Beyond the statutory 14-day period stated above, the seller provides you with the option to withdraw from the contract within 30 days (free of charge) or 100 days (if you have purchased this service). After the statutory 14 days have expired, however, the condition for returning the goods is that the goods must be unused, undamaged and in the original packaging. When using the extended period (over 14 days), the delivery costs to the customer are not refunded.
5. Exceptions to the right of withdrawal
The consumer cannot withdraw from the contract, among other things, in the case of:
- goods made according to the consumer’s special specifications (e.g. custom-embroidered kimonos, stamped ID tags),
- goods sealed in protective packaging which is not suitable for return due to health protection or hygiene reasons and whose protective packaging was broken after delivery.
