Refund policy

Returns and faulty goods

The seller is Villa Vino Rača a.s., Pri vinohradoch 6427/2, 831 06 Bratislava-Rača, Slovakia, Company ID 00 190 268, VAT ID SK2020332138. For returns and faulty goods, contact sekretariat@villavinoraca.sk or +421 2 4920 2411. These terms describe consumer rights for purchases from our online shop under Slovak Act 108/2024 and the Civil Code.

Withdrawing without giving a reason

As a consumer, you may withdraw from your purchase without giving a reason within 14 days after you, or a person you nominate other than the carrier, receive the goods. For goods in one order delivered separately, the period starts when the last item is received. You may also withdraw before delivery.

Send a clear notice within that period by email to sekretariat@villavinoraca.sk or by post to our company address. You may use the form below, but you do not have to. Include enough information to identify you and your order. You do not need to give a reason or obtain our prior approval. If the final day falls on a Saturday, Sunday or public holiday, the deadline moves to the next working day.

An ordinary purchase of stocked bottled wine is not excluded from withdrawal solely because it contains alcohol. Any statutory exception must apply to the particular goods or contract. Your rights concerning faulty goods remain unaffected.

Withdraw from your order

Withdraw through your customer account. Sign in with the email used for your order, open the order and submit a return or cancellation request. Our team will review the request and process any refund separately.

If the option is missing from your account or the system says the deadline has passed, you can email your withdrawal notice to sekretariat@villavinoraca.sk. Include your name, order number and the goods you wish to return. We will check the deadline against the actual delivery date and the date you sent your notice. The account estimate and the time we take to review your request do not shorten your statutory rights.

We do not charge a fixed restocking fee.

Sending goods back and receiving a refund

Send or hand the goods back within 14 days after withdrawing to Villa Vino Rača a.s., Pri vinohradoch 6427/2, 831 06 Bratislava-Rača, Slovakia. Sending them on the final day meets the deadline. Pack them securely for transport. For a change-of-mind return, you pay the direct return costs unless we agree otherwise or have not properly informed you of that obligation.

We will refund the payments without undue delay and within 14 days after receiving your withdrawal notice. For withdrawal from the whole order, this includes the cost of our least expensive standard delivery option. We do not refund an additional charge for a more expensive delivery option you selected. For partial withdrawal, we refund the corresponding payments as required by law.

We may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever happens first, unless we offered to collect them. We use the original payment method unless you expressly agree to another method that causes you no fee.

You are responsible, to the extent provided by law, for loss in value caused by handling beyond what is needed to establish the goods' characteristics and functioning. Opening packaging does not automatically exclude every claim. Any loss in value is assessed individually and is not a fixed restocking fee.

For a justified order cancellation where a deposit towards the purchase price has been paid, we will refund it without undue delay and within 3 working days, as set out in Article 4 of the Terms.

For change-of-mind returns, we refund your payment under this policy. If you would like a different product, please place a new order. We do not offer direct exchanges in these cases. This does not affect your statutory rights concerning faulty goods.

Faulty or damaged goods

Contact sekretariat@villavinoraca.sk or our company address if there is a fault. You may also report a fault in person at our business premises. Identify your order or provide other proof of purchase and describe the problem; photographs help if available. An opened bottle is not automatically excluded from a faulty-goods claim.

We are responsible for faults present on delivery that become apparent within the statutory period, generally two years. Notify us within two months after discovering the fault and within the applicable statutory period. We will promptly provide written acknowledgement and explain the next steps. We will resolve complaints within 30 days after they are raised.

Depending on the legal conditions, you may be entitled to a free repair or replacement, a proportionate price reduction or withdrawal from the purchase. We cover the costs of remedying a fault for which we are responsible. If we reject responsibility, we will explain our reasons in writing. These terms do not restrict your other statutory consumer rights.

Model withdrawal notice

To: Villa Vino Rača a.s., Pri vinohradoch 6427/2, 831 06 Bratislava-Rača, Slovakia; sekretariat@villavinoraca.sk.
I give notice that I withdraw from my purchase of the following goods:
Goods and order number:
Order date and date received:
Consumer's name and address:
Email for acknowledgement:
Date:
Signature, for a paper notice only:
IBAN, only if we have agreed to refund by bank transfer: