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Return policy

At Verlag Kopf, we strive every day to do our job as best we can and provide you with the perfect service. However, we are still only human, and so, despite our best efforts, something can simply go wrong. What to do if something is not as it should be?

Warranty period and claims for goods

The warranty period for goods purchased in the Verlag Kopf online store is 24 months as standard, in the case of antiques the functionality is stated in the textual and pictorial description of the goods and the goods are sold as they are.

Warranty service is provided by the online store operator. Incomplete shipment or damage to the goods must be reported within 48 hours of receiving the shipment by email to retail@kopfsolutions.com. Subsequent claims for incompleteness of the shipment or mechanical damage to the product will only be accepted if the buyer proves that the claimed defects were in the goods at the time of receipt. If you want to complain about the purchased goods, please contact us in advance (contact page). Please send the claimed goods (preferably only after agreement with us) to KVH FELDGRAU, P.O. Box 76, 840 04, Bratislava 4, Slovakia. We recommend that you send the goods as a package by registered mail. Attach a copy of the tax document (invoice) that we sent to you with the goods and which also serves as a guarantee certificate.

You can also hand over the claimed goods in person by prior arrangement.

After receiving the claimed goods, we will contact you immediately by e-mail or telephone and we will agree with you on a quick resolution of the complaint.

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

  • by handing over the repaired goods,
  • exchange of goods,
  • by returning the purchase price of the goods,
  • by paying a reasonable discount on the price of the goods,
  • a written invitation to take over the performance,
  • reasoned rejection of the goods claim.

For used goods and second-hand (antique) goods that you already define in this way, we are not liable for defects, damage already caused by their use or wear, ie. it is not possible to claim mechanical damage (or other damage, if stated), to which the discount on the price of the goods relates.

Withdrawal from the contract and return of goods

The customer is entitled to withdraw from the contract without giving a reason in accordance with Art. § 7 of Act no. 102/2014 Coll. on consumer protection in the case of distance selling within 14 days from the receipt of the goods or from the date of concluding the contract on the provision of electronic content not supplied on a tangible medium (eg e-books, software, etc.). In the case of goods delivered separately within one order, the withdrawal period shall run from the moment of taking over the goods which were delivered last. The customer may withdraw from the contract even before the start of the withdrawal period. If the customer withdraws from the contract, any possible additional contract related to it is also canceled.

In accordance with para. § 7 par. 6 of Act no. 102/2014 Coll. the customer cannot withdraw from the contract, the subject of which is:

  • sale of books not supplied in protective packaging and sale of periodicals,
  • sale of sound recordings, video recordings, audio-visual recordings or computer software sold in protective packaging, if the customer has unpacked this packaging,
  • the provision of electronic content other than on a tangible medium, if its provision began with the express consent of the customer and the customer has stated that he has been duly informed that by expressing this consent he loses the right to withdraw from the contract,
  • sale of goods enclosed in protective packaging, which is not suitable for return for health protection or hygienic reasons and whose protective packaging was broken after delivery, e.g. textile goods.

Please deliver the goods to us complete, undamaged, preferably in the original packaging and unused, otherwise the customer is responsible for the reduction in the value of the goods, which occurred as a result of handling the goods beyond the treatment necessary to determine the properties and functionality of the goods.

Alternative dispute resolution

In case you are not satisfied with the processing of your order, delivered goods or our services, email us to moc.snoitulosfpok@tnemeganam. Unless we have handled your complaint to your satisfaction or if you believe that we may have violated your rights, you may, under Act 391/2015 Coll. make a proposal to initiate alternative dispute resolution.

Alternative dispute resolution can be used only by the consumer (natural person), who concludes and fulfills the consumer contract does not act within the scope of his business, employment or jobs. Alternative dispute resolution only concerns a dispute between a consumer and a seller whose the value exceeds EUR 20, resulting from a consumer contract concluded at a distance.

Subject of alternative dispute resolution according to §3 of Act 391/2015 Coll. may from you for initiating a dispute resolution demand payment of a fee of up to 5 euros with VAT. You can submit the proposal in the manner specified in §12 Act 391/2015 Coll.


Contact e-mail: moc.snoitulosfpok@tnemeganam

Posted on February 20, 2021