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Complaints Procedure

NOSENE s.r.o with registered office at Stromová 54, 831 01 Bratislava – Nové Mesto, Slovak Republic Registered in the Commercial Register of the District Court Bratislava I, sec. Sro, insert no. 111075/B IČO: 50 291 203 , VAT: 2120277896, ID VAT: SK2120277896

Customer’s right to claim for purchased goods

If you wish to claim the purchased goods, please contact us directly at the shop, by phone at tel. 0917 820 679 or by e-mail at eshop@nosene.sk.

Please bring or send the returned goods (preferably after agreement with us) purchased via the Internet to NOSENE s.r.o., Stromová 54, 831 01 Bratislava. We recommend that you send the goods as a parcel by registered mail. Please do not send goods to us by cash on delivery. Please include a copy of the proof of purchase that we sent you by email or with the goods.

The customer is not entitled to claim defects for which a discount has already been granted and which the seller informed him about when selling the goods in question. The customer is obliged to inspect the goods upon receipt in order to detect any damage. In the case of online purchases, we are not responsible for any damage caused by the carrier.

Seller’s liability

When selling the goods, the seller is responsible for the fact that the goods are free from defects and of normal quality. The Seller shall be liable for defects in the goods sold upon receipt of the goods and for defects that occur after receipt of the goods within the warranty period.

For used items, the seller is not liable for defects caused by their use and wear and tear.

You can return the goodswithin 30 days of delivery
Returned goods must be:


with original tags, undamaged beyond inspecting the goods
in the original packaging, which must not be devalued or
damaged beyond inspecting the goods
we recommend appropriately packaging the goods and retaining proof of its shipment –
we do not take responsibility for damaged or lost goods.
it is not obligatory to state reasons for returning the goods, however, providing this information
helps us improve our offer
if you prefer a refund to your bank account, inform us of
your preferred method.
Money will be refunded within 30 days.

– You can exchange the goods within 30 days of delivery. Required condition of the returned
of the goods is specified in the withdrawal (see above)
– In case you wish to exchange the purchased goods for other goods, it is necessary
write us this fact and what goods you are interested in
– You will receive an invoice for the full price of the new goods.
– If the amount of the exchanged goods will be higher, you will pay it at
delivery of the exchange or payment of the invoice issued. The overpayment will
will be refunded to your account.

Warranty period

The warranty period for goods purchased in the online store is 24 months as standard, in the case of used goods 12 months. The warranty period begins on the date of receipt of the goods by the customer.

If the goods have a longer warranty period, the Seller is obliged to issue the Customer with a duly completed and confirmed warranty certificate at the time of sale, which specifies the terms and scope of this warranty. If the claim is settled by replacing the defective goods with a faultless one, the warranty period for the new product is 24 months from the receipt of the new goods /applies to new goods with the original tag/.

We will handle any claims to your satisfaction by individual agreement with you and in accordance with the applicable law.

When identifying defects in the claimed goods, we follow the legal provisions of the Civil Code. We are obliged to remedy the defects without undue delay or, if possible, to replace the goods at your request. If there is a defect which cannot be remedied and which prevents the goods from being properly used as a non-defective item, you have the right to have the goods replaced or to withdraw from the contract.

The complaint will be processed as soon as possible, but no later than 30 days after the claim is made and the goods are received. You will be informed about the result of the complaint immediately after the end of the complaint procedure by e-mail and together with the goods you will receive a complaint protocol, which will confirm that the customer has complained about the sold goods or services and will also explain how the seller has handled the complaint.

We will handle the claim in one of the following legal ways:

  • by handing over the repaired goods;
  • exchange of goods;
  • by refunding the purchase price of the goods;
  • by paying a reasonable discount on the price of the goods. When determining the amount of the discount, the extent of the defects of the claimed goods shall be taken into account. Generally, a one-off discount of 10% can be granted on goods with an irreparable defect;
  • by reasoned rejection of the claim.

Final provisions

SOI Inspectorate for the Bratislava Region
Prievozská 32,
P.O. Box 5,820 07 Bratislava 27
Supervision Department
Tel: 02/ 58272 172; 02/58272 104
fax no.: 02/ 58272 170

Summary of the complaint procedure:

  1. inform us about the complaint directly at the shop, by phone at tel. 0917 820 679 or by e-mail at eshop@nosene.sk;
  2. send the goods by post by another courier company or bring them in person to the NOSENE point of sale at Stromová 54, 831 01 Bratislava (please do not send the goods on delivery);
  3. include the reason for the complaint, your address, telephone number and contact email;
  4. please also attach a proof of acquisition of the claimed goods in our shop (proof of purchase).

We will handle your claim as quickly as possible, but no later than 30 days from its occurrence, i.e. receipt of the claimed goods in person or from the post office or courier company.

You can find and download the claim form here:

This Complaint Procedure comes into force: 01.02.2021

Supervisory authority:

SOI Inspectorate for the Bratislava Region
Prievozská 32,
P.O. Box 5,820 07 Bratislava 27
Supervision Department
Tel: 02/ 58272 172; 02/58272 104
fax no.: 02/ 58272 170

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