Returns & Exchanges

Our products are made to order, and many are made to your own specification. The rules for returns therefore depend on what you bought and whether you buy as a consumer or as a business. This page summarises our Terms and Conditions, which are binding for every order.

At a glance

Standard product, consumer: 14 days to withdraw
Custom product: no withdrawal
Business customer: no withdrawal
Return shipping: paid by you
Refund: within 14 days
Liability for defects: 24 months

Standard products

As a consumer you may withdraw from the purchase of a standard product within 14 days without giving a reason. The period begins on the day you receive the goods; for an order delivered in several parts, on the day you receive the last part. You may also withdraw before delivery.

1 Tell us

Send a clear statement to [email protected] or by post before the 14 days expire. You may use the form at the end of this page. We confirm receipt without delay.

2 Send the goods back

Return the goods within 14 days of telling us, well packed, preferably in the original packaging. Most of our products cannot be sent by ordinary post because of their size and weight. You bear the direct cost of the return, which may be high; we estimate it at up to the delivery cost stated for your order before you placed it. On request we arrange collection at your cost.

Return address: inox systeme s. r. o., Grösslingová 58, 811 09 Bratislava, Slovakia.

3 Refund

We refund the price and the cost of standard delivery within 14 days of receiving your withdrawal, using your original means of payment. We may wait until the goods have arrived or you have shown that you sent them.

What reduces the refund

You may handle the goods as you would in a shop, to see what they are and how they work. You are liable for any loss in value caused by handling beyond that, and for damage caused by inadequate packaging. Installing the product, drilling, anchoring it to a wall or using it goes beyond such handling. We deduct the loss in value from the refund.

Surcharges for a more expensive delivery method you chose are not refunded.

Custom products

Custom products cannot be returned. They are made to your specification and cannot be resold, which is why the law excludes them from the right of withdrawal (§ 19(1)(c) of Slovak Act No. 108/2024 Coll., Article 16(c) of Directive 2011/83/EU).

Before we start production you receive a specification with all dimensions, configuration and finish. The order becomes binding when you approve it. Please check it carefully, including the dimensions of the space and the condition of the wall. After approval a custom order cannot be cancelled. If we agree to cancel at your request, we may retain the costs already incurred.

Business customers

If you buy in the course of your trade, business or profession, there is no right of withdrawal. Confirmed orders are binding.

Exchanges

There is no general right to exchange. If you would like a different size or finish, please contact us; where possible we treat it as a new order and, for a standard product, process the original through the withdrawal procedure above.

Damage in transit

Record visible damage on the carrier’s delivery document or refuse the shipment, and send photographs of the packaging and the product to [email protected] within 48 hours of delivery. We then arrange repair or replacement and deal with the carrier.

Defects

We are liable for defects the goods have at delivery. For consumers we are liable for defects that become apparent within 24 months of delivery. You may choose repair or replacement; if neither is possible, you are entitled to a price reduction or to withdraw from the contract. If a defect is repaired, the period is extended by 12 months.

To make a claim, send your order number, a description and photographs to [email protected]. We resolve claims within 30 days. For justified claims we arrange and pay for transport.

Business customers: 12 months from delivery; visible defects must be notified within five working days.

What is not a defect

Our pieces are made by hand from stainless steel and natural stone. The following are characteristics of the materials and of use, not defects:

• hand-brushed and ground surfaces with small differences between pieces
• the grain, colour, veining and pores of natural stone
• patina on steel and changes of tone in stone over time
• marks and scratches arising from normal use
• damage caused by incorrect installation, overloading, unsuitable fixings or wall, cleaning agents with chlorine, chlorides, acids or abrasives, or failure to follow the care instructions

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To: inox systeme s. r. o., Drieňová 16160/1, 821 01 Bratislava – Ružinov, Slovakia, [email protected]

I hereby give notice that I withdraw from my contract of sale of the following goods:

Goods:
Order number:
Ordered on / received on:
Name:
Address:
Signature (only if sent on paper):
Date: