Complaints Policy

Courtesy translation. In case of any difference, the Slovak version is legally binding.

This complaints policy governs the procedure for exercising and handling rights arising from liability for defects in goods bought by a consumer in the Intim Shop physical store or through the Wolt or Bolt Food service, where Peter Kurtulík is the seller for the particular order.

1. Seller's details

Seller: Peter Kurtulík
Business name of the establishment: Intim Shop
Place of business: Prievozská 1308/17B, 821 09 Bratislava-Ružinov
Establishment: Prievozská 17, 821 09 Bratislava-Ružinov
Company ID (IČO): 37 348 647
Tax ID (DIČ): 1044907193
VAT ID (IČ DPH): SK1044907193
Trade register number: 102-27091
Register: Trade Register of the District Office Bratislava

Email: intimshop@intimshop.sk
Phone: +421 948 317 755

2. Who this complaints policy applies to

This complaints policy applies to the consumer, i.e. a natural person who is not acting within the scope of their business activity, employment or profession when making the purchase.

The rights of entrepreneurs and legal entities are governed by the relevant legislation and by individual agreement with the seller.

3. Seller's liability for defects

The seller is liable for any defect that the goods have at the time of delivery to the customer and that becomes apparent within two years of delivery of the goods.

If a defect becomes apparent during this period, it is presumed that the goods were already defective at the time of delivery, unless the seller proves otherwise or unless such a presumption is incompatible with the nature of the goods or of the defect.

After the first remedy of a defect by repair, the period of the seller's liability for defects is extended by 12 months. The extension occurs only once, regardless of any further repairs.

The customer must notify the defect within two months of the day they discovered it, but no later than the end of the period of the seller's liability for defects.

Rights arising from liability for defects are not the same as the manufacturer's voluntary consumer warranty. If the manufacturer provides a longer or more favourable warranty, it is governed by the terms stated in the warranty card or in its advertising.

4. What the seller is not liable for

The seller is not liable for damage to or deterioration of the properties of the goods if it proves that this was caused in particular by:

• normal wear corresponding to the manner and intensity of use,
• use contrary to the instructions or the intended purpose of the product,
• excessive mechanical stress, a fall or an impact,
• improper cleaning, disinfection or storage,
• use of an unsuitable or incompatible lubricant,
• water getting into a product that is not designed for immersion,
• use of an incorrect charging device or cable,
• unprofessional intervention, modification or repair,
• neglect of regular maintenance required by the manufacturer,
• damage caused by the customer themselves or by a third party.

The seller is also not liable for a specific defect for which the goods were sold at a reduced price, if the customer was expressly made aware of that defect before the purchase.

The normal gradual decrease in the capacity of a rechargeable battery as a result of its use is not automatically considered a defect. This does not affect the right to make a complaint about a faulty or non-functioning battery.

5. How to make a complaint

You can notify a defect in the goods:

• in person at the Intim Shop store, Prievozská 17, Bratislava,
• by email to intimshop@intimshop.sk,
• by phone on +421 948 317 755,
• in writing to the seller's place of business.

When making a complaint we recommend stating:

• the customer's name and contact details,
• the name or description of the product,
• the date or approximate date of purchase,
• a description of the defect and how it manifests itself,
• the circumstances in which the defect appeared,
• the requested way of remedying the defect,
• the order number, if the goods were ordered through a delivery app.

Proof of purchase is the simplest way to prove the purchase. If the customer does not have it, they can prove the purchase in another credible way, for example by a payment confirmation, an app statement or another document.

The original packaging of the product is not a condition for accepting a complaint.

6. Handing over the product being complained about

To examine the defect, the customer must hand over the product or otherwise make it available to the seller in an agreed way.

If the customer cannot bring the product in person, we recommend contacting the seller first and agreeing on how it will be collected or delivered.

The costs needed to take over the product for the purpose of repair or replacement are borne by the seller.

Together with the product, the accessories needed to test the defect must also be handed over, for example a charging cable, a remote control or an adapter, if they may be related to the problem complained about.

7. Hygiene and safe handover of intimate goods

Using the product or opening its hygienic or protective packaging does not in itself deprive the customer of the right to complain about a defect.

The exception concerning opened hygienic packaging applies to the return of non-defective goods when withdrawing from a distance contract, not to a complaint about a defective product.

To protect the health of the customer and the staff, we recommend that, if the nature of the defect allows, the product being complained about be, before it is handed over:

• reasonably cleaned,
• left to dry completely,
• packed safely and discreetly.

If cleaning could damage the product or remove the manifestation of the defect, or if the product cannot be safely cleaned because of the defect, the customer should contact us before handing it over. We will agree on a safe way of taking it over and examining it.

Soiling of the product cannot automatically be used as a reason to refuse the customer's statutory rights. However, the seller may take reasonable hygiene and safety measures when taking over and examining it.

8. Confirmation of the notification of a defect

The seller will give the customer written confirmation of the notification of the defect without delay.

The confirmation will contain in particular:

• the date the defect was notified,
• the identification of the product,
• a description of the defect notified,
• the requested way of remedying the defect,
• the customer's contact details,
• the period within which the defect will be remedied.

The customer will be informed of the outcome of the complaint in the agreed way, in particular by email, phone or in writing.

9. Repair or replacement of the product

The customer may choose to have the defect remedied:

• by repair of the product or
• by replacement of the product.

Before the defect is remedied, the seller will inform the customer of the right to choose between repair and replacement and of the extension of the period of liability for defects after the first repair.

The customer cannot choose a method that is impossible or that would cause the seller disproportionate costs compared with the other method, in particular having regard to the value of the product, the seriousness of the defect and the inconvenience the other method would cause the customer.

The repair or replacement will be carried out:

• free of charge,
• at the seller's expense,
• within a reasonable time,
• without causing the customer serious inconvenience.

The period for repair or replacement must not be longer than 30 days from the day the defect was notified. A longer period is possible only if justified by an objective reason that the seller cannot influence. The seller must prove the existence of such a reason.

The seller may refuse repair or replacement if they are not possible or would require disproportionate costs. The seller will notify the customer of the reason for the refusal in writing.

10. Price reduction or refund

The customer has the right to request a reasonable reduction of the purchase price or to withdraw from the purchase contract in particular if:

• the seller neither repairs nor replaces the product,
• the repair or replacement was not carried out properly or within a reasonable time,
• the seller refused to remedy the defect,
• the same defect appeared despite the repair or replacement,
• the defect is so serious that it justifies an immediate price reduction or withdrawal from the contract,
• it is clear that the seller will not remedy the defect within a reasonable time or without serious inconvenience to the customer.

The customer cannot withdraw from the purchase contract if the defect is negligible or if the customer contributed to its occurrence. The seller must prove these facts.

When withdrawing from the contract, the customer returns the product at the seller's expense.

The seller will refund the purchase price no later than 14 days from the day the product is returned or from the day the customer proves it was sent to the seller, whichever happens first.

The purchase price or the price reduction is refunded in the same way the customer used to pay, unless the customer expressly agrees to a different method.

11. Rejection of a complaint

If the seller rejects liability for the defect, they will notify the customer of the reasons for the rejection in writing.

If the customer proves the seller's liability for the defect by an expert opinion or a professional statement issued by an accredited person, they may notify the defect again. In such a case the seller cannot repeatedly reject liability for this defect.

Under the statutory conditions, the customer has the right to reimbursement of reasonably incurred costs connected with the expert opinion or professional statement.

12. Complaints about goods ordered through Wolt or Bolt Food

If Peter Kurtulík or Intim Shop is stated as the seller on the receipt or in the order, a complaint about a defect in the goods can be made directly with us.

When making a complaint we recommend stating the order number and attaching the receipt or confirmation from the relevant app.

Complaints concerning the courier transport itself, the technical functioning of the app, the user account or a payment processed by the platform are also handled through the customer support of the Wolt or Bolt Food service.

The terms of the delivery platform cannot limit the customer's statutory rights against the actual seller.

13. Alternative consumer dispute resolution

If the customer is not satisfied with how the complaint was handled, they may ask the seller for a remedy:

By email: intimshop@intimshop.sk
In writing: Peter Kurtulík, Prievozská 1308/17B, 821 09 Bratislava-Ružinov

If the seller replies negatively or does not reply to the request for a remedy within 30 days, the customer may file a proposal to initiate alternative consumer dispute resolution.

The competent body is in particular:

Slovak Trade Inspection (Slovenská obchodná inšpekcia)
Inspectorate of the Slovak Trade Inspection for the Bratislava Region
Bajkalská 21/A
P.O. Box No. 5
820 07 Bratislava

Alternative dispute resolution does not exclude the customer's right to turn to the competent court.

14. Final provisions

Legal relationships not governed by this complaints policy are governed by the law of the Slovak Republic, in particular the Civil Code and consumer protection legislation.

This complaints policy cannot be interpreted in a way that would limit or exclude the consumer's statutory rights.

Valid and effective from 31 July 2026.