Refund policy
Returns and Refund Policy
www.villavinoraca.sk, www.villavinoraca.com, www.palugyay.sk, www.palugyay.com
1. General provisions
This Returns and Refund Policy governs the rights and obligations of the Buyer and the Seller — Villa Vino Rača a.s., Pri vinohradoch 2, Bratislava – Rača 831 06, Company Reg. No. (IČO) 00 190 268, VAT ID SK2020332138 — when exercising claims arising from liability for defects in goods and when withdrawing from a contract concluded at a distance.
2. Right to withdraw from the contract (14-day period)
In accordance with Act No. 102/2014 Coll. on consumer protection when selling goods on the basis of a contract concluded at a distance, the consumer has the right to withdraw from the contract without giving any reason within 14 days from the day of receipt of the goods.
Withdrawal from the contract must be delivered to the Seller in writing — by email to sekretariat@villavinoraca.sk or by post to the address Pri vinohradoch 2, Bratislava – Rača 831 06 — no later than on the last day of the 14-day period. For this purpose, you may use the withdrawal form set out in Section 6 of this document.
After the notice of withdrawal has been delivered, the Buyer is obliged to return the goods to the Seller no later than within 14 days, to the address: Villa Vino Rača a.s., Pri vinohradoch 6427/2, 831 06 Bratislava – Rača. The cost of returning the goods is borne by the Buyer.
The Seller will refund to the Buyer all payments, including delivery costs (except for additional costs arising from a delivery method other than the standard method), within 14 days of the delivery of the notice of withdrawal, however no earlier than the goods have been returned or the Buyer has provided evidence of having sent them. The refund will be made using the same payment method used for the original transaction, or to the IBAN specified by the Buyer.
3. Exceptions to the right of withdrawal
In accordance with Section 7(6)(d) of Act No. 102/2014 Coll., the right of withdrawal does not applyto goods that are subject to rapid deterioration or spoilage. This includes:
- wine and other alcoholic beverages
- other food products with a limited shelf life
The 14-day right of withdrawal does not apply to these products. However, the Buyer retains the rights arising from liability for defects in goods under Article 4 of this Policy.
4. Statutory warranty and complaint for defects in goods
In accordance with Act No. 40/1964 Coll. of the Civil Code and EU Directive 2019/771/EU, the Seller is responsible for ensuring that the goods are in conformity with the purchase contract and free of defects at the time of receipt. The consumer has the right to lodge a complaint within 24 months of receipt of the goods.
A complaint may be lodged:
- by email to: sekretariat@villavinoraca.sk or odbyt@villavinoraca.sk
- in writing to: Villa Vino Rača a.s., Pri vinohradoch 2, Bratislava – Rača 831 06
- in person at the premises: Pri vinohradoch 6427/2, 831 06 Bratislava – Rača
When lodging a complaint, the Buyer is obliged to state the order number, describe the defect and attach photographic documentation, where possible.
The Seller is obliged to settle the complaint within 30 daysof its submission. In the case of a justified complaint, the Buyer is entitled to:
- free remedy of the defect (repair or replacement of the goods), or
- a reasonable discount from the purchase price, or
- a refund of the purchase price and withdrawal from the contract, if the defect cannot be remedied.
Notice on wine storage: The Seller is not liable for defects caused by improper storage of the goods by the Buyer. Storage conditions are stated on the packaging of each product. A complaint may be rejected if it is demonstrated that the defect arose from failure to observe the storage conditions.
5. Return procedure
- Contact us by email at sekretariat@villavinoraca.sk, stating the order number and the reason for the return.
- After confirmation from the Seller, pack the goods securely in the original or suitable packaging.
- Send the goods to: Villa Vino Rača a.s., Pri vinohradoch 6427/2, 831 06 Bratislava – Rača.
- After receipt and inspection of the goods, your payment will be refunded within 14 days.
The goods must be returned undamaged, unopened and in their original condition. The Seller reserves the right to reduce the refund by an amount corresponding to the diminished value of the goods, if the goods were handled in a manner other than what is necessary to ascertain their nature, characteristics and functionality.
6. Withdrawal form
(complete and send this form only if you wish to withdraw from the contract)
To: Seller: Villa Vino Rača a.s., Company Reg. No.: 00 190 268, VAT ID: SK2020332138 Seller's address: Pri vinohradoch 2, Bratislava – Rača 831 06 Seller's e-shop: www.palugyay.sk / www.villavinoraca.sk Seller's email: sekretariat@villavinoraca.sk
I hereby give notice that I withdraw from the contract (strike out as appropriate): for the following goods / for the provision of the following service:
Order number: _
Order date: _
Date of receipt of order: _
Consumer's first name and surname: _
Consumer's address: _
Consumer's email: _
I request the refund to be sent to the following account number (IBAN format): _
Signature: _
Date the form was completed: _
Information: You have the right to withdraw from the contract without giving any reason within 14 days of the receipt of the goods / conclusion of the contract for the provision of services / conclusion of the contract for the supply of digital content not supplied on a tangible medium. Please send the completed form to us by post, email or deliver it in person to the address above. Upon withdrawal from the contract, we will refund to you all payments you have made in connection with the conclusion of the contract, in particular the purchase price including delivery costs. This does not apply to additional costs if you chose a delivery method other than the cheapest standard method we offer. Refunds will be issued without undue delay, no later than within 14 days from the day we receive your notice of withdrawal from this contract. The refund will be made using the same payment method you used for the original payment or to the account number you provided in this form (at your choice).