Refund policy
This page covers two separate things: your statutory right to withdraw, which the law gives you, and our voluntary 30-day policy, which we add on top of it. They are not the same, and we keep them apart on purpose.
A. Your statutory right of withdrawal — 14 days
If you are a consumer in the European Union, you may withdraw from the purchase within 14 days of receiving the goods, without giving any reason (§ 19–22 of Act No. 108/2024 Coll.). Where an order arrives in several parts, the period runs from the last part.
If you are a consumer in the United Kingdom, you have an equivalent right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Everything described in this section applies to you in the same way.
If you are ordering to Switzerland, the United States or the United Arab Emirates, no statutory right of withdrawal applies. Our voluntary 30-day policy in section B applies to you instead.
To withdraw, send us an unambiguous statement — by email to Info@tatrahold.com, by post to the address below, or using the model form at the end of this page. Sending the notice before the 14 days expire is enough. We confirm receipt of every withdrawal by email.
What happens next
- You have 14 days from sending the notice to send the goods back.
- We refund within 14 days of receiving your withdrawal, to the payment method you used, including the cost of the cheapest delivery option we offered.
- We may withhold the refund until the goods reach us, or until you prove you have sent them.
- You pay the cost of returning the goods.
Trying the goods out
You may unpack the piece and handle it as you would in a shop, to establish its nature and how it works. That does not affect your right to withdraw. You are, however, liable for any reduction in value caused by handling beyond what is necessary for that — scratches from use on a desk, for example, or damage from dropping. We may deduct that reduction from the refund. We do not apply flat-rate deductions.
When the right does not apply
Engraved and personalised pieces are made to your specification and cannot be resold, so the right of withdrawal does not apply to them (§ 19(1) of Act No. 108/2024 Coll.). This applies only to genuinely personalised pieces, never to standard ones.
Return address
Kreact s. r. o.
Kamenné 1057/14
907 01 Myjava
Slovakia
The parcel must be addressed to Kreact s. r. o. — without the company name the carrier will not deliver it. Please email us first so we can give you a reference.
B. Our voluntary 30-day policy
Beyond the statutory 14 days we accept returns of standard, unengraved pieces up to 30 days from delivery, provided the piece is unused, in its original packaging and free of marks. This applies wherever we deliver, including outside the European Union. This is a goodwill policy, not a legal right, and these conditions apply only to it — never to the statutory withdrawal described above.
Statutory liability for defects
We are liable for defects the goods had on delivery and which appear within at least 24 months of you receiving them (§ 619 of the Civil Code). In some EU countries the statutory period is longer, and the longer period then applies. Nothing on this page limits or replaces those rights.
How to report a defect
Write to Info@tatrahold.com with your order number and a description or photograph. We confirm your report in writing and remedy the defect within 30 days of it being reported, unless we agree a longer period with you.
Voluntary 12-month warranty
In addition to the statutory rights above we give a voluntary 12-month commercial warranty against manufacturing defects — finish failures and dimensional faults. It does not cover damage from drops, chemical exposure, heat or prolonged direct sunlight. Beyond that period we repair pieces at material cost.
Supervisory authority and dispute resolution
Supervisory authority: Inšpektorát SOI so sídlom v Trenčíne pre Trenčiansky kraj, Odbor výkonu dohľadu, Hurbanova 59, 911 01 Trenčín, Slovakia, tel. +421 32 640 01 09, www.soi.sk
If we reject your request for redress or do not reply within 30 days, you may submit the dispute to an alternative dispute resolution body within one year: Slovenská obchodná inšpekcia, Ústredný inšpektorát, Odbor pre medzinárodné vzťahy a ARS, Bajkalská 21/A, p. p. 29, 827 99 Bratislava 27, ars@soi.sk. The European Commission maintains a list of ADR bodies at consumer-redress.ec.europa.eu/dispute-resolution-bodies_en
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract.
To: Kreact s. r. o., Kamenné 1057/14, 907 01 Myjava, Slovakia, Info@tatrahold.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on: ..............................
Order number: ..............................
Name of consumer: ..............................
Address of consumer: ..............................
Signature (only if sent on paper): ..............................
Date: ..............................
Seller
Kreact s. r. o., Kamenné 1057/14, 907 01 Myjava, Slovakia · IČO 57 572 453 · DIČ 2122823934 · Commercial Register of the District Court Trenčín, Section Sro, Insert No. 57830/R · Info@tatrahold.com · +421 917 715 903. The seller is not registered for VAT.
In force from 4 September 2026 · version 1.0