Complaints Policy

This Complaints Policy forms part of the General Terms and Conditions and governs how consumers exercise their rights arising from defects in goods bought at www.beautimess.top. It is based on the Slovak Civil Code (§ 619 et seq. as in force from 1 July 2024) and Act No. 108/2024 Coll. on consumer protection. Informative English version – the Slovak text prevails.

1. What we are liable for

1. We are liable for the goods having the agreed and usual characteristics on delivery, matching the description, being fit for their usual purpose and being delivered with accessories and instructions.
2. We are liable for a defect that becomes apparent within two years of delivery. If a defect appears within twelve months of delivery, it is presumed to have existed on delivery unless we prove otherwise.
3. We are not liable for defects caused by normal wear and tear, incorrect use or care contrary to the instructions (e.g. washing at a higher temperature than the label states, tumble drying, contact of jewellery with chemicals), mechanical damage, unprofessional interventions, nor for defects we pointed out at the time of sale or for which a lower price was agreed.

2. Specifics of cosmetics, clothing and jewellery

• Cosmetics, skin and hair care are hygiene goods. A defect is in particular damaged or leaking packaging, altered consistency or smell on delivery, missing contents or an expired best-before / period-after-opening (PAO) date at the time of delivery. An individual skin reaction or intolerance to an ingredient is not a defect if the product matches the declared composition. Opened cosmetics cannot be returned by withdrawal (hygiene goods), but a defect claim is always possible.
• Clothing, underwear and bags: a defect is e.g. a faulty seam, a damaged zip or fastening, a hole or stain on delivery, or a marked difference from the stated size. Normal wear (pilling, scuffing), colour or shape change after care contrary to the label, and an unsuitable fit in a correctly delivered size are not defects – for unworn goods with tags use the 14-day withdrawal right or a size exchange.
• Jewellery and accessories: gold-plated and costume jewellery has a surface layer that wears gradually with normal use (contact with water, sweat, perfume, cosmetics) – this is not a defect. A defect is e.g. a non-functional clasp, a loose stone or peeling of the surface shortly after delivery under normal use.
• Home décor and candles: handmade pieces (ceramics, glass, textiles) may differ slightly in detail, which is not a defect. A crack, missing part or damage on delivery is.
• A photo or short video of the defect and the batch/code from the packaging, if stated, helps us process your claim.

3. How to file a claim

1. Online (recommended): the Withdrawal and claims form – enter the order number and e-mail, select the items and describe the defect; you receive a time-stamped acknowledgement by e-mail immediately.
2. By e-mail to info@beautimess.sk or by phone on +421 908 633 813 (Mon–Fri 9:00–15:30).
3. In writing / by sending the goods to: VitaCore s.r.o. – Beautimess (reklamácie), Drevárska 6, 902 01 Pezinok. We do not accept cash-on-delivery parcels; we recommend insuring the shipment.

State the order number, a description of the defect and how it manifests, and your preferred resolution. Send the goods complete, clean and packed so they cannot be damaged in transit. We have the proof of purchase in our system – you need not enclose it, though it speeds things up.

4. Your rights in case of a defect

1. You have the right to have the defect remedied by repair or replacement (your choice, unless the chosen method is impossible or disproportionately costly) – for cosmetics and hygiene goods usually by replacement with a new piece.
2. If we do not remedy the defect within a reasonable time (30 days at the latest), refuse to remedy it, the defect recurs or is material, you have the right to a proportionate price reduction or to withdraw from the contract (refund).
3. For an accepted claim we reimburse the cost of sending the goods to us (cheapest standard method) – enter your IBAN in the form.

5. Deadlines and resolution

1. We resolve claims without undue delay, within 30 days at the latest of filing (of receipt of the goods where assessment requires them). If we miss the deadline, you may withdraw from the contract.
2. We inform you of the outcome by e-mail and issue an acknowledgement of the claim and a resolution record (date filed, method and date of resolution, reasons for any rejection).
3. For an accepted claim we send new goods, refund the money (same payment method, within 14 days) or grant a discount – your choice. For a rejected claim we explain the reasons and return the goods.

6. Extended guarantees

Where a manufacturer's extended guarantee or “satisfaction guarantee” is stated for a product, the conditions stated with the product apply; they extend, not limit, your statutory rights.

7. Business buyers

For purchases in the course of business (Beautimess Pro) rights arising from defects are governed by the Slovak Commercial Code and the wholesale terms; the deadline for notifying apparent defects is 5 working days from receipt.

8. Dispute resolution

If you are not satisfied with how your claim was handled, you may contact Slovak Trade Inspection (SOI), Inšpektorát SOI pre Bratislavský kraj, Bajkalská 21/A, 827 99 Bratislava, Slovakia – www.soi.sk or an alternative dispute resolution body (see Terms, section 10). This Complaints Policy (version 2026-09) is effective from 17. 9. 2026.