Refund policy

Right of Withdrawal (14-Day Return Right)

The buyer – consumer has the right to withdraw from the purchase contract without giving any reason within 14 calendar days from the date of receipt of the goods, in accordance with § 20a of Act No. 108/2024 Coll. on Consumer Protection as amended by Act No. 310/2025 Coll.

From 19 June 2026, withdrawal from contract can be completed online directly on this page using the "Withdraw from contract here" button found in the footer of the website. After submitting the form, you will receive an automatic confirmation to your email address.

Returned goods must be undamaged, unworn, clean, in original packaging with all accessories included. Return shipping costs are borne by the buyer. The purchase price will be refunded within 14 days of receipt of the withdrawal notice and after the returned goods have been received.

The right of withdrawal does not apply to goods manufactured to order or customised according to the buyer's specific requirements.

 

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7.          Complaints procedure

The Buyer has the right to make a complaint about goods that show defects, in accordance with the provisions of Act No. 40/1964 Coll. Civil Code, Act No. 108/2024 Coll., on consumer protection and on amendments and supplements to certain acts, as well as other relevant legal regulations. The Seller is responsible for ensuring that the delivered goods are free from defects at the time of their acceptance, have agreed or usual properties and correspond to the purpose for which the goods are usually used.

Costs of returning goods

In the event of withdrawal from the purchase contract pursuant to Section 20 and Section 20a of Act No. 108/2024 Coll. on Consumer Protection, the Buyer - consumer shall bear all costs of returning the goods to the Seller. The Seller shall not reimburse these costs to the Consumer unless the contracting parties agree otherwise or unless the Seller is obliged to bear these costs under the relevant legal regulations.

Ways to file a complaint

A complaint can be filed as follows:

(i) electronically – by sending an e-mail to the e-mail address specified in these General Terms and Conditions,
(ii) in writing – by sending a letter to the address of the Seller's registered office.
(iii) in person - if the Seller operates a brick-and-mortar store or distribution point, the Buyer may file a complaint directly at this location if the complaint relates to goods purchased through the Seller's e-shop.

When making a complaint, the Buyer is obliged to provide his/her identification data, order number, precise description of the defect and the way in which the defect manifests itself. If possible, it is recommended to also attach a photo of the defect. To speed up the processing of the complaint, the Buyer should also attach proof of purchase (e.g. invoice or order confirmation). The Buyer is obliged to report the defect within two months of its discovery, using the form provided for this purpose, which forms Appendix No. 1 to these General Terms and Conditions for the Buyer - a natural person consumer, or Appendix No. 2 to these General Terms and Conditions for the Buyer - a legal entity.

Procedure for handling complaints

The Seller shall confirm receipt of the complaint without undue delay, usually electronically, and at the same time inform the Buyer of the further procedure. The Buyer is obliged to deliver the complained goods to the Seller, unless the parties agree otherwise.

The deadline for handling a complaint is no more than 30 days from the date of its submission. If the Seller, without notifying objective reasons beyond the Seller's control, fails to comply with this deadline, the Buyer has the right to withdraw from the contract or demand the exchange of the goods for a new one.

Buyer's rights in the event of a legitimate complaint

In the event of a justified complaint, the Buyer has the right, depending on the nature of the defect, to:

(i) free defect removal,
(ii) exchange of goods for a new or flawless item,
(iii) a reasonable discount on the price if the Buyer keeps the goods despite the defect,
(iv) withdrawal from the purchase contract and refund of the price paid if there is a significant defect or if the goods cannot be repaired or replaced.

Liability and exclusions

The seller is not responsible for defects in goods that arise:

(i) incorrect or unprofessional use,
(ii) mechanical damage caused by the Buyer,
(iii) neglect of care or maintenance,
(iv) normal wear and tear when using the goods.

The buyer acknowledges that the complaint does not apply to aesthetic changes to the goods caused by their normal use (e.g. slight wear and tear on shoes or bags).


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ANNEX No. 1

 

Complaint form Physical Person - consumer - Soňa Brissoni – ETERNO STILE

 

SELLER:

 

Business name:               Soňa Brissoni – ETERNO STILE

Place of business: Veľký Lapáš 840, 951 04 Veľký Lapáš

ID:                                56579390

Registration number:        430-70024

E-mail:                          info@eternostile.sk

Phone:                           +421910135350

Website:            https://eternostile.sk/

 

 

BUYER:

 

Name and surname:                     ____________________________________________________

 

 

Permanent residence:                   ____________________________________________________

 

 

Delivery address:[1]                       ____________________________________________________

           

 

Phone number:                            ____________________________________________________

 

 

E-mail:                                      ____________________________________________________

 

 

I, the undersigned Buyer, hereby advertise the goods ordered through the Seller's e-shop based on this letter:https://eternostile.sk/:

 

Invoice No., dated:                      _____________________________________________________

 

 

Date of receipt of goods:               _____________________________________________________

 

 

Name of the claimed goods:[2]         _____________________________________________________

 

Description of the defect(s) of the goods:

At the same time, I hereby request that my complaint be handled in the following manner:[3]

 

1)     exchange of goods for goods without defects,

2)     removal/repair of a defect in the goods,

3)     reasonable discount on the purchase price,

4)     refund for goods to the account - IBAN: __________________________________________________.

 

 

 

 

In_________________________________________, on__________________

 

 

 

 

 

 

 

_______________________________________

Buyer

 

 

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ANNEX No. 2

 

Business complaint form - Soňa Brissoni – ETERNO STILE

 

SELLER:

 

Business name:               Soňa Brissoni – ETERNO STILE

Place of business: Veľký Lapáš 840, 951 04 Veľký Lapáš

ID:                                56579390

Registration number:        430-70024

E-mail:                          info@eternostile.sk

Phone:                           +421910135350

Website:            https://eternostile.sk/

 

 

BUYER:

 

Business name:                                       ____________________________________________________

           

 

Registered office/place of business: ____________________________________________________

 

 

ID:                                                        ____________________________________________________

 

 

Delivery address:[4]                                   ____________________________________________________

 

 

Phone number:                                        ____________________________________________________

 

 

E-mail:                                                  ____________________________________________________

 

 

I, the undersigned Buyer, hereby advertise the goods ordered through the Seller's e-shop based on this letter:https://eternostile.sk/:

 

Invoice No., dated:                                  _____________________________________________________

 

 

Date of receipt of goods:                           _____________________________________________________

 

 

Name of the claimed goods:[5]                     _____________________________________________________

 

Description of the defect(s) of the goods:

At the same time, I hereby request that my complaint be handled in the following manner:[6]

 

1)     exchange of goods for goods without defects,

2)     removal/repair of a defect in the goods,

3)     reasonable discount on the purchase price,

4)     refund for goods to the account - IBAN: __________________________________________________.

 

 

 

 

In_________________________________________, on__________________

 

 

 

 

 

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Buyer


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[1]To be stated if different from the Buyer's permanent residence address

[2]The exact name of the goods will be stated in the order confirmation and invoice.

[3]The required form of complaint handling is circled.

[4]To be stated if different from the Buyer's permanent residence address

[5]The exact name of the goods will be stated in the order confirmation and invoice.

[6]The required form of complaint handling is circled.

 


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ANNEX No. 3

 

Withdrawal from a Distance Contract Form – Soňa Brissoni – ETERNO STILE


SELLER

Business name: Soňa Brissoni – ETERNO STILE

Place of business: Veľký Lapáš 840, 951 04 Veľký Lapáš

Company ID (IČO): 56579390

Trade Register No.: 430-70024

E-mail: info@eternostile.sk

Phone: +421910135350

Website: https://eternostile.sk/


BUYER

Full name: _______________________________________________

Permanent address: _______________________________________________

**Delivery address:**¹ _______________________________________________

Phone: _______________________________________________

E-mail: _______________________________________________

 

I, the undersigned Buyer, hereby notify you that I am withdrawing from the purchase contract concluded through the Seller's online store at:

https://eternostile.sk/

Order number: _______________________________________________

Invoice number: _______________________________________________

Date of order: _______________________________________________

Date of receipt of the goods: _______________________________________________

**Name of the returned goods:**² _______________________________________________

Reason for withdrawal (optional):

 

 

I request that the purchase price be refunded to the following bank account (IBAN):

 

The Buyer acknowledges that, in the event of withdrawal from the contract, the Buyer bears all costs associated with returning the goods to the Seller.

 

In ________________________________, on ______________________

 

Buyer

 

 

 

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¹ To be completed only if different from the Buyer's permanent address.

² Please state the exact name of the goods as indicated in the order confirmation and invoice.