Complaints Procedure

Complaints Procedure of the online shop flowerio.eu

governing the complaints conditions between the operator / seller and the customer / buyer (hereinafter referred to as the “CP”)

Introductory provisions.

1. The operator (seller) of the online shop flowerio.eu is adamanto s.r.o., Volgogradská 4796/90, 080 01 Prešov, Slovakia.
2. The customer (buyer) is any natural or legal person who submits an electronic order form for goods (product(s) or service(s)).
3. This Complaints Procedure governs the legal relationship between the operator and the customer in the handling of complaints relating to the correctness and quality of goods and services provided by the operator.
4. For the purposes of this Complaints Procedure, a complaint means the exercise by the customer of rights arising from liability for defects in goods or services, by which a specific remedy or compensation for defective performance or non-performance of the contract is requested.

Complaint handling procedure.

1. Under this CP, an authorised person may submit a complaint in person, in writing, or by email.
2. The complaint must clearly state in particular:
   • the name, surname and permanent address of the complainant,
   • the subject of the complaint or the remedy sought by the customer,
   • the order / invoice number,
   • the addressee of the complaint,
   • the date of submission of the complaint,
   • the signature of the customer or the authorised representative together with a power of attorney.
3. If the complaint is submitted by email or in writing by an authorised representative on behalf of the customer, a power of attorney must be attached.
4. If the complaint does not contain the requirements specified in point 2 of this article, it shall be considered unjustified.
5. The time limit for handling a complaint is a maximum of 30 days from the date the complaint is submitted. The operator shall provide the customer with written or electronic confirmation of the complaint resolution.
6. The date of submission of the complaint shall be deemed to be:
   • for postal deliveries – the date the complaint is received at the operator’s registered office,
   • for personal delivery – the date confirmed on the copy of the complaint,
   • for email submissions – the date the email is received at the operator’s email address.
7. Any other legal relationships between the operator and the customer not expressly governed by this Complaints Procedure shall be governed by the relevant contracts concluded between the parties and the applicable generally binding legal regulations of the Slovak Republic.
8. The operator is entitled to amend or supplement this Complaints Procedure at any time due to changes in legislation or the business environment. The current version shall be published on the operator’s website.

This Complaints Procedure enters into force on 01 January 2026 and fully replaces the previous version. The operator reserves the right to amend this Complaints Procedure without prior notice.