Alternative dispute resolution and complaints

Most problems we solve directly – write to us and we reply within 4 working hours. If we can't agree, as a consumer you have the right to turn to an alternative dispute resolution body. Here is the procedure step by step.

1. Complaint to the seller

1. Send your complaint to info@beautimess.sk, via the contact form or by post to VitaCore s.r.o., Matúšova 8027/54, 811 04 Bratislava – mestská časť Staré Mesto, Slovakia. State the order number and what the complaint concerns.
2. We acknowledge receipt without delay and resolve it within 30 days at the latest; for defect claims the deadlines in the Complaints Policy apply. We inform you of the outcome in writing (by e-mail).
3. If we reject the complaint or don't reply within 30 days, you may file a proposal for alternative dispute resolution.

2. Alternative dispute resolution (ADR)

1. Under Slovak Act No. 391/2015 Coll. on alternative resolution of consumer disputes, a consumer may turn to an ADR body if they believe the seller has infringed their rights and the dispute could not be resolved directly. A proposal may be filed within one year of the rejection of the complaint or the expiry of the deadline to handle it.
2. The competent body is the Slovak Trade Inspection (Slovenská obchodná inšpekcia), Central Inspectorate, Department of International Relations and ADR, Bajkalská 21/A, P. O. BOX 29, 827 99 Bratislava 27, e-mail: ars@soi.sk, adr@soi.sk, web: www.soi.sk. The consumer may also choose another authorised body listed by the Slovak Ministry of Economy: list of ADR bodies.
3. The proposal contains: your name and contact, the seller's identification (VitaCore s.r.o., Company ID 56 093 667), a description of the relevant facts, what you seek, the date of the complaint to the seller and a declaration that no court has ruled on the matter and no proposal has been filed with another ADR body. Attach documents (order, correspondence, invoice).
4. ADR is free for the consumer (the body may charge at most €5) and usually takes up to 90 days. The outcome is an agreement or a non-binding reasoned opinion. ADR does not exclude subsequently going to court.
5. The ADR body may reject a proposal if the value of the dispute does not exceed €20, if the proposal is manifestly unfounded or vexatious, or if the consumer has not first contacted the seller.

3. Customers in the Czech Republic

For purchases in the Czech version of the shop (beautimess.cz) the out-of-court body is the Czech Trade Inspection Authority (Česká obchodní inspekce), Central Inspectorate – ADR department, Štěpánská 796/44, 110 00 Praha 1, e-mail: adr@coi.cz, web: www.coi.cz.

4. European online dispute resolution platform

The European ODR platform (ec.europa.eu/consumers/odr) was discontinued on 20 July 2025 by Regulation (EU) 2024/3228 and is no longer used for submitting disputes. For cross-border purchases within the EU the European Consumer Centre in Slovakia (Ministry of Economy of the Slovak Republic, Mlynské nivy 44/a, 827 15 Bratislava, e-mail: ECCNET-SK@ec.europa.eu, web: esc-sr.sk) can help; consumers from other EU countries can contact the European Consumer Centre in their own country.

5. Supervisory authorities

Compliance with the seller's obligations is supervised by Slovak Trade Inspection (SOI), Inšpektorát SOI pre Bratislavský kraj, Bajkalská 21/A, 827 99 Bratislava, Slovakia – www.soi.sk. Data protection: Office for Personal Data Protection of the Slovak Republic, Hraničná 12, 820 07 Bratislava 27, dataprotection.gov.sk. Cosmetic products: Public Health Authority of the Slovak Republic and regional public health authorities.

6. Court proceedings

The right to go to an ordinary court remains. In consumer disputes the court of the consumer's place of residence has jurisdiction. Contractual relations are governed by the law of the Slovak Republic; consumers from other EU countries are not deprived of the protection afforded by mandatory rules of their own country.

Version 2026-09 · effective from 17. 9. 2026