You will be informed of the outcome of your complaint by email no later than 30 calendar days if you are the end consumer, and within 60 calendar days if the buyer is not the end consumer.

In the complaint form, the customer can select a preferred way of handling the complaint, but the final decision is always made by the complaints department. The returned product will be assessed and the appropriate solution determined based on the nature of the defect. This may include repair of the product, refund, replacement, expert evaluation, rejection of the complaint, or dismissal of the claim.

Thoroughly clean the product and pack it appropriately for shipping, including all its parts, to ensure it is not damaged in transit. The seller has the right to refuse the complaint if the returned product arrives in an unhygienic or unacceptable condition.

Please include the Complaint form with the product. If you are unable to print the form, you may also write it by hand.

If you selected courier collection and the courier does not arrive within 2 business days, please contact our customer service immediately.

The warranty does not cover damage to the product caused by the customer, including but not limited to:

• natural wear and tear,
• soiling of the product or its parts,
• neglect of the prescribed care for the product,
• use of the product in conditions not suitable due to temperature, dust, humidity, chemical or mechanical effects of the environment where the product is normally used,
• tampering with the product by an unauthorized person (unauthorized repairs or modifications),
• use of the product contrary to the instructions, technical standards, other documentation, or contrary to the intended purpose of the product,
• mechanical damage such as tearing, cutting, burning, thermal damage, damage caused by improper handling, excessive physical stress, intentional scratching of the product’s surface layers, etc.,
• after the warranty period has expired.

For more information regarding product complaints, please see our Terms and Conditions in section 7.

If a manufacturing defect appears on the product and it is still under warranty, you can use the remote complaint service without sending the product. Even in this case, the complaint must be registered online as a complaint without sending, so that it can be processed. Once the online complaint form is filled in, we will assess the product based on photos and inform you by email about the next steps.

If you want to claim goods purchased on the Be Lenka Bazaar, please contact our customer service at info@belenka.sk, where you will receive detailed instructions. For the claim, you will need a double-sided copy of the receipt and a completed claim form, which we will send you by e-mail.

Please note that it is not possible to claim a defect that was already known at the time of purchase. The buyer must deliver the claimed goods, including all parts, in a hygienically acceptable condition. Otherwise, the seller has the right to refuse the claim.

Claims must be handled directly with the store, as our stores and e-shop are not connected. In case of a purchase in our physical store, please follow the Terms and Conditions of that specific store. A list of our stores with contacts can be found on this page.

For products purchased through our retail partners, you must contact the seller directly from whom you bought the product.

You can check the status of your complaint in your customer account or on the Complaint Status page. You will also receive an email once we start processing your complaint and when it is completed, including information about the resolution.

If you have already sent your complaint and have not received any email notification about its processing within 14 days of delivery of your package, please contact our customer service.