Complaints procedure

What a complaint covers

A complaint is a claim under liability for defects in the Slovak Civil Code (§ 619 et seq.). It concerns goods that have a defect — not goods that simply do not suit you.

If the goods merely do not suit you, use withdrawal from the contract within 14 days. After those 14 days this distinction decides whether you have a claim at all.

Time limit

We are liable for defects that appear within two years of delivery. The presumption that the defect existed at delivery applies for the whole two years, and the burden of proof is ours.

For a food product the best-before date on the packet also matters, as does keeping the storage conditions: dry, away from light, below 25 °C.

How to make a complaint

1. Write to us at info@wildthyme.eu, or by post to Galimar s. r. o., Štúrova 1, 040 01 Košice.
2. Give the order number, which package it concerns and what you consider to be the defect. A photograph helps.
3. We will confirm that we received the complaint.
4. We will settle it within a reasonable period. The strict thirty-day limit no longer applies — the period may exceptionally exceed 30 days, but we must give written reasons.

How a complaint is settled

Depending on the nature of the defect: by supplying replacement goods, by a reduction in price, or by a refund.

If you disagree with the outcome

Contact us first. If we do not satisfy you, you have the right to alternative dispute resolution through the Slovak Trade Inspection (ars@soi.sk), free of charge. The condition is that you first tried to settle the matter with us. This does not exclude the courts.