Refund policy

Thank you for shopping with Seheiah! We want you to be fully satisfied with your purchase. If for any reason you are not happy with your order, please review our return and refund policy below.

1. Only goods purchased from the seller and owned by the consumer can be complained about. 

2. If the buyer is a consumer (a natural person who does not act within the scope of their business activity, employment, or profession), a warranty of 24 months is provided for all products, unless stated otherwise, in accordance with the Consumer Protection Act and the Civil Code and these complaint conditions. If the buyer ordered a used item and was informed about it, the warranty period is 12 months. If the buyer is not a consumer, the Commercial Code provisions apply, the warranty period is 1 year, and these complaint conditions do not apply to these complaints.

3. The warranty period starts on the day the goods are received from the carrier or directly from the seller if the buyer collects the goods in person, on the day of collection.

4. The buyer is obliged to submit the complaint to the seller immediately, as soon as the defect is discovered.

5. The responsibility for defects does not apply to defects caused by the following: 

  • Mechanical damage to the product caused by the buyer
  • Improper handling of the product, different from what is stated in the user manual
  • Using the product in conditions that do not correspond to its humidity, chemical and mechanical influences of the natural environment of the product according to the instructions
  • Neglect of care and maintenance of the product
  • Excessive load on the product
  • Using the product in violation of the conditions stated in the documentation, general principles, technical standards or safety regulations or other breach of warranty conditions. 

6. Defects caused by natural disasters are also exempt from liability.

7. Liability for defects also does not apply to normal wear and tear of the product (or its parts) caused by product use. Defects cannot be considered, as per the nature of the product, the minimum shelf life or consumption period, which may be limited to a shorter time. The minimum shelf life, usability period, consumption period, or similar period is indicated on the product if it is subject to such labelling. 

8. The complained product must be sent to our address below, but not by cash on delivery or personally delivered to the contact address. The product must be properly packaged to prevent damage during transportation, and sending the product as a recommended or insured package is recommended. A copy of the purchase receipt (invoice) and a description of the defect should be attached to the product, or we recommend attaching a completed Complaint form with the document. It is advisable to send the complaint in writing (by mail) or in person. 

9. The seller will confirm the receipt of the complaint and provide the buyer with a confirmation of the product complaint in an appropriate form. The day of submitting the complaint is considered the day of its delivery to the seller. If immediate confirmation is not possible, it must be delivered without delay, but no later than the document regarding the complaint. Confirmation of handling the complaint will be sent in writing. 

10. The seller is obliged to determine the method of handling the complaint immediately, in complex cases within 3 days from the submission of the complaint. In justified cases, especially if the complex technical assessment of the product is required, within 30 days from the submission of the complaint. After determining the method of handling the complaint, the seller will process it immediately. In justified cases, the handling of the complaint can be delayed. However, handling the complaint must not take longer than 30 days from the submission of the complaint. After the 30 days to resolve the complaint, the buyer has the right to withdraw from the contract and receive a full refund for the product or exchange it for a new one. 

11. Buyer's rights in processing a complaint: 

  • The buyer may request a replacement of the item instead of rectification of the defect, or if the defect applies to only a part of the item, a replacement of the part, as long as the seller does not incur disproportionate costs compared to the price of the product or the severity of the defect.
  • Instead of rectifying the defect, the seller may exchange the defective item for a non-defective item if it does not cause the buyer significant difficulty.
  • If the defect cannot be rectified, and it hinders the proper use of the item, the buyer has the right to exchange the item or withdraw from the contract. The same right applies to the buyer if there are removable defects, but if the buyer cannot use the item properly due to the recurrence of the defect after repair or due to multiple defects.
  • If there are any other defects that cannot be removed, the buyer has the right to a reasonable discount from the price of the item. The complaint is considered processed when the complaint procedure is completed by handing over the claimed goods, exchanging them, returning the purchase price of the goods, or a written request to receive the performance or its justified rejection. The consumer is informed of the outcome of the complaint procedure within the legal deadline. It is necessary to check the integrity of the goods or the packaging (according to the instructions for receiving the goods) upon receipt of the goods, as the goods may be damaged during transport. We recommend that buyers unpack the goods and inspect them in the presence of the carrier. By signing for the courier, you declare that the packaging is intact. These complaint conditions are an integral part of the general terms and conditions of sale, and the seller reserves the right to change them at any time without prior notice.

 1   12. Contact Us

If you have any questions about our Return and Refund policy, please reach out to our customer support team:

  • Email: info@seheiah.eu
  • Address: SEHEIAH s.r.o., Kovacsova 108, Bratislava 85100, Slovakia

These terms are valid from 01.05.2025.