Consumer Withdrawal from Purchase Agreement
How to return goods within the statutory 14-day period?
Under Slovak consumer protection law, customers have the right to withdraw from a purchase agreement concluded remotely or outside the seller’s business premises within 14 calendar days of receiving the goods, without having to provide a reason.
Please note: If your purchase is made in connection with your business activity (as indicated by a Company Registration Number on the purchase document), this right does not apply. Business purchases are governed by the Slovak Commercial Code, which does not allow such withdrawal.
During this 14-day period, you are entitled to open the package and test the product, just as you would in a physical store. However, testing does not mean using the product. Products that show signs of use may not be eligible for return.
When is the product considered received?
The product is considered received when:
- the customer or an authorised third party (excluding the courier) takes possession of all items in the order;
- in the case of a single order delivered in separate shipments, the final item is received;
- for goods delivered in several parts or pieces, the last part is received;
- for goods delivered regularly over a defined period, the first delivery is received.
This right also applies to orders placed online and collected in person from the SOS electronic, s. r. o. premises.
Where to return the goods?
Together with a completed Consumer Withdrawal from Purchase Agreement form and proof of purchase (invoice), goods may:
- returned in person, or
- sent to:
SOS electronic, s. r. o.
Pri prachárni 16
040 11 Košice
Slovakia
Items must be securely packaged to prevent damage in transit. Goods must be returned unused and in their original condition, including all documentation and accessories. Returns sent via cash on delivery (COD) will not be accepted.
If a free gift was included with the order, it must also be returned. The gift agreement between the buyer and seller becomes ineffective upon withdrawal from the main purchase agreement. If the gift is not returned, its value may be considered unjust enrichment under applicable law. Please note that the gift agreement and the purchase agreement are considered legally separate contracts.
The customer acknowledges that they bear the cost of returning the goods. If the nature of the goods prevents return via standard postal services, the customer is also liable for any additional return costs.
The seller undertakes to refund the amount paid for the returned goods within 14 calendar days from the date the goods are received. Refunds will be processed via bank transfer to the IBAN provided in the withdrawal form or by email. An alternative refund method may be agreed upon with the seller.
The seller is not obliged to reimburse any extra delivery costs if the buyer explicitly chose a delivery method other than the cheapest standard option offered. Additional delivery costs refer to the difference between the selected delivery option and the cost of the standard delivery offered.
The seller is not obliged to issue a refund before the returned goods are received or until the customer provides proof that the goods have been sent back, unless the seller has agreed to collect the goods in person or via an authorised agent.
Important notes
Meeting the 14-day deadline
To comply with the deadline, your withdrawal notice must be received in writing within 14 calendar days. This may be a standalone notification of your intention to withdraw or submitted together with the returned goods.
The 14-day period begins the day after you receive the goods. For instance, if you receive the goods on a Wednesday, the first day of the return period is Thursday.
What to include?
The returned goods must be accompanied by:
- a copy of the invoice (proof of purchase), and
- a completed Consumer Withdrawal from Purchase Agreement form.
Order cancellation and right of withdrawal
The right of withdrawal is governed by Hungarian Government Decree 45/2014 (II. 26.).
In case of a cardholder complaint
a) How to submit a complaint (incl. ODR link under EU Regulation 524/2013):
You can submit your complaint in writing (e.g., by email) or by phone via our customer service. Online dispute resolution (ODR): https://webgate.ec.europa.eu/odr/main/?event=main.home.show&reload=false
b) Legal grounds and options for taking back the goods:
Goods may be taken back based on the right of withdrawal and/or a justified complaint, in accordance with this policy and applicable laws.
c) Product exchange – method and conditions:
In the case of a justified complaint, an exchange may be arranged depending on product availability and agreed conditions.
d) Compensation / refund – method and conditions:
If the order was paid by credit card, refunds are processed back to the card / card account used for the payment. The crediting time depends on the bank’s settlement process.
