Return policy

Book by phone +421 903 531 007

Quality Slovak and international wines will be delivered in 2-6 days

Darčekový_set_Veľké_zlaté_medaile_z_Veľkej_Tŕne_SK_1200_x300_EN.jpg NICHTA_2_EN_1200_x_300.jpg
Introduction > Complaints procedure

Complaints procedure online store VALSESIA

Dear friends - customers of our online wine shop.

each fulfill your order with the utmost care. Each order / shipment is thoroughly checked before it is packaged so you can be sure you are sending exactly what you ordered and in perfect condition. 

Our consignments are transported only reputable shipping / courier services. In all steps, however, they work with your order people, and they may nevertheless make the mistakes. If something in your order "went wrong" and you need to order a complaint, please read our Complaints procedure  governing complaint terms between the provider / seller and the customer / buyer (hereinafter referred to as "RP")


We will do everything we can to find a solution that will suit you!


In order to achieve your complete satisfaction we only offer quality goods for which we are fully convinced of the benefits of price-quality ratio. If, despite our efforts there cause for complaint, please follow the following points to claim to be processed as soon as possible:

In any case, we try to find a solution that will suit you!



1. Operator (sellers) in the online shop VALSESIA the company Valsesia, sro Stromová 463/10, 962 33 Budča .

2. the Customer (buyer) in the online shop is any natural or legal person who sends an electronic form to order goods (product / s or service / vices).

3. The Complaints Procedure governs the legal relations between the operator and the customer, in dealing with complaints concerning the accuracy and quality of the goods and services provided by operators.

4. A claim for the purposes of this Complaints Procedure Rules means the purchaser exercised the right from liability for defects of goods or services provided to the client, which requires some correction or replacement of defective performance, respectively. non-performance of the Contract.

Procedure for processing complaints.

1. Under this RP may beneficiary a claim by telephone by calling +421903513007, writing to Valsesia, Ltd., Tree 463 / 10,963 22 Budča, or via e-mail

To speed up the process a claim, you can print out and fill in the claim form .

2. A complaint must be understood in particular:
• who lodged the complaint (name, permanent address, email and telephone number),
• the subject of the complaint, or what the customer seeks
• whom the complaint is addressed,
• the date of filing the complaint,
• signature of the customer or authorized person along with power of attorney.

3. In the case of filing complaints via e-mail or in writing to the legal representative of the Customer must be attached to the complaint power of attorney to represent the client in the matter of the complaint.

4. If the complaint does not comply with paragraph 2 of this article will be considered ineligible.

5. The deadline for settlement of the claim is more than 30 days from the date of the claim. Seller will issue to the buyer on settlement of the claim a written document.

6. Filing a complaint is the day of the claim by the Customer. The date of the claim shall be considered:
• for postal items - the day of receipt of the complaint to the headquarters of the operator, including a damaged shipment
• For personal service - the date the copy of the claim that the operator confirms the delivery if it includes a damaged shipment
• For delivery by email - day receipt of an electronic mail message to the e-mail address of the Operator and the date of delivery of damaged shipment, whichever is the last day of the event.

7. A damaged, incomplete or delayed delivery of the consignment to be notified without delay and not later than 5 days from the day should be delivered to the recipient. Complaints may be dealt:

  • by phone on weekdays 9:00 to 20:00 at the number 0903 513 007.
  • e-mail to
  • mail at Valsesia, sro, Stromová 463/10, 96233 Budča

To the goods shipment or reclaim damaged as it is necessary to deliver the claimed goods / consignment (best to agreement with us) to the company: Valsesia, sro, Stromová 463/10, 96233 booth.

Goods in any case do not send cash on delivery. After receiving the goods, we will be notified by phone or email and arrange with you to resolve the problem to your satisfaction. Every complaint we will try to arrange immediately, but not later than 30 days from the filing of the claim

For an objective assessment of the complaint of incomplete or damaged consignments to be sent the photo of the claimed goods to the email address After receiving the pictures, we will review your complaint and the outcome we will inform you by phone or email. Mutually we agree with you about how your complaint will be resolved. 

8. Other legal relations between the operator and the customer expressly regulated in this Complaint Rules shall be governed by the relevant provisions of the contract concluded between the seller and the purchaser, the relevant provisions of generally binding legal regulations in force in the Slovak Republic, in that order.

9. The operator is entitled  Complaints procedure due to changes in legislation and the business environment at any time amended or supplemented. The operator shall determine publishing on its website the actual text of the Complaints Procedure.

The Complaints Procedure shall enter into force and effect on 1.1.2018 and fully replaces the previous DP. Operator reserves the right to change the RP without notice.

In the booth 1.1.2018

Return of goods

The customer is entitled to withdraw from the contract without giving any reason in accordance with sec. § 7 et seq. Law no. 102/2014 on protection of consumers in respect of distance contracts (hereinafter the "Law on consumer protection in distance selling") within 14 days of receipt of goods, respectively. from the date of conclusion of the service contract or contract for the provision of electronic content is not supplied on a tangible medium if the seller timely and properly fulfill reporting obligations under sec. § 3 of the Law on consumer protection in distance selling.


Direct cost of returning the goods bearing the customer. The customer is obliged to notify the operator returns in advance by e-mail, respectively. telephone, stating the invoice number to which the goods were purchased.


The funds will be returned to the purchaser within 14 days. The seller is obliged to give the buyer the purchase price for the goods in the same manner used buyers in their payment as long as the buyer agree to another mode of repayments without the buyer in this regard were charged additional fees. In accordance with § 12 para. 5 of the said Act the customer can withdraw from the contract, its object:

  1. the provision of services if the service began to meet with the client's consent before the deadline for withdrawal.
  2. sale of goods made to the specific requirements of the customer or goods intended specifically for one customer.
  3. or goods, which considering its features can not be returned.


In accordance with the above law are food, beverages and other articles of gift packaging content classified as goods after opening can not be returned and may therefore be that kind of goods only returned in the original packaging intact, undamaged and unused. 


          Form of withdrawal and guidance on the exercise of the right of the buyer to withdraw from the contract can be found here

Alternative dispute resolution

1.Nakupujúci - the consumer - has the right to contact the seller to request corrective action (e-mail to if not satisfied with the way the seller recalled his complaint or if it considers that the seller breached his rights. If the seller responds to this request rejection or it does not respond within 30 days of departure, the consumer has the right to initiate alternative dispute resolution an alternative dispute resolution (hereinafter ADR entity) pursuant to Act 391/2015 Coll ARS entities and bodies are eligible legal persons under Section 3 of the Act 391/2015 Coll proposal, the consumer may file a manner specified by Section 12 of Act 391/2015 Coll


2.Spotrebiteľ can also file a complaint via the platform of alternative dispute resolution RSO, which is available online at


3.Alternatívne dispute resolution can only use consumer - a natural person who, in concluding and performing the contract does not act within the scope of his business, employment or occupation. Alternative dispute resolution relates only to disputes between consumers and sellers, arising from a consumer contract or related to a consumer contract. Alternative dispute resolution refers only to distance contracts. Alternative dispute resolution does not apply to disputes where the value of the dispute does not exceed the amount of EUR 20. ADR entity may require the consumer to pay a fee for the initiation of alternative dispute resolution by up to 5 EUR inc.


4.Zoznam an alternative dispute resolution can be found on the website of the Ministry of Economy.


In the booth 02/01/2016