Refund policy
Right of Withdrawal (14-Day Money-Back Guarantee)
If you are a consumer resident in the European Union, you have the right to withdraw from this contract within fourteen (14) days without giving any reason, in accordance with Article 9 of Directive 2011/83/EU on consumer rights.
The withdrawal period expires fourteen (14) days after the day on which you, or a third party other than the carrier indicated by you, take physical possession of the goods. To exercise the right of withdrawal, you must inform us (BenoCode s.r.o., Rázusova 6, 949 01 Nitra, Slovakia, contact@svetlanalampe.sk, +421 910 610 892) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the model withdrawal form provided below, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient that you send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.
Effects of Withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery (with the exception of supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event no later than fourteen (14) days from the day on which we are informed of your decision to withdraw from this contract.
We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back, whichever is the earliest.
Returning the Goods
You shall send back the goods or hand them over to us at the following address without undue delay and in any event not later than fourteen (14) days from the day on which you communicate your withdrawal from this contract to us:
BenoCode s.r.o.
Rázusova 6
949 01 Nitra
Slovak Republic
The deadline is met if you send back the goods before the period of fourteen (14) days has expired.
You will have to bear the direct cost of returning the goods. We recommend insuring the parcel and using a tracked service, as we cannot be held liable for parcels lost during return shipping.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exceptions to the Right of Withdrawal
In accordance with Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to:
- Goods made to your specifications or clearly personalised (e.g. lamps with custom configurations created via the configurator that are bespoke or custom-coloured beyond standard catalogue options).
- Goods which are liable to deteriorate or expire rapidly (not applicable to lamps but listed for completeness).
- Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (not typically applicable).
For standard configurator combinations using catalogue parts, the right of withdrawal does apply. Please contact us if you are uncertain whether your specific order qualifies.
Statutory Two-Year Warranty for Defective Goods (separate from Withdrawal)
Independently of your right of withdrawal, all goods are covered by the statutory legal guarantee of conformity for a period of two (2) years from delivery, in accordance with Directive (EU) 2019/771 and the relevant national consumer laws. If the goods you receive are not as described, defective, or do not conform to the contract, you are entitled to:
- Have the goods repaired or replaced free of charge;
- If repair or replacement is impossible or disproportionate, a proportional price reduction or termination of the contract.
To claim, please contact contact@svetlanalampe.sk with your order number, a description of the defect, and (if possible) photographs.
Damaged in Transit
If your parcel arrives damaged, please refuse acceptance from the courier where possible, take photographs, and notify us within forty-eight (48) hours at contact@svetlanalampe.sk. We will arrange replacement or refund at no cost to you.
Refund Processing
Approved refunds are issued to the original payment method. Depending on your bank or card issuer, funds may take a further 3–10 business days to appear on your statement after we have processed the refund.
Model Withdrawal Form
Complete and return this form only if you wish to withdraw from the contract. Use of this form is optional.
To: BenoCode s.r.o., Rázusova 6, 949 01 Nitra, Slovak Republic, contact@svetlanalampe.sk
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the supply of the following service (*),
Ordered on (*)/received on (*),
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
(*) Delete as appropriate.