1. General Provisions

1.1. These General Terms and Conditions (hereinafter referred to as the "GTC") govern the legal relationship between the company:

Priruz s.r.o.
Ľubovnianska 3157/16
851 07 Bratislava, Slovak Republic

Company Registration No.: 52778444
Tax ID: 2121163253
VAT ID: SK2121163253

The company is registered in the Commercial Register of the Municipal Court in Bratislava III, Section Sro, Insert No. 142501/B

E-mail: info@fraela.sk
Website: https://fraela.sk

(hereinafter referred to as the "seller")

and the buyer when purchasing goods through the fraela.sk online store.

1.2. These GTC apply to all purchase agreements concluded through the fraela.sk online store.

1.3. The buyer is a natural or legal person who orders goods through the online store.

1.4. A consumer is a natural person who, when entering into and performing a consumer agreement, is not acting in the course of their business or profession.

1.5. Legal relationships not governed by these GTC are primarily governed by:

• Act No. 40/1964 Coll. the Civil Code,

• Act No. 108/2024 Z.z. on Consumer Protection,

• Act No. 22/2004 Z.z. on Electronic Commerce,

• and other applicable laws of the Slovak Republic.

2. Order and Conclusion of the Purchase Agreement

2.1. The buyer submitting an order constitutes an offer to conclude a purchase agreement.

2.2. The purchase agreement is concluded upon confirmation of the order by the seller.

2.3. The seller reserves the right to reject an order in the event of:

• depleted stock,

• unavailability of the goods,

• a technical error in stating the price,

• suspicion of misuse of the ordering system,

• or force majeure.

2.4. All prices stated on the website are final and include VAT.

2.5. Shipping costs are stated before completing the order.

2.6. The availability of goods stated on the website is for informational purposes and may change.

2.7. Product photographs on the website are for illustrative purposes. Product color shades may vary slightly depending on the buyer's display settings.

3. Payment Terms

3.1. The buyer may pay for the goods using the methods stated in the online store.

3.2. Payment may be made primarily by:

• payment card,

• online payment gateway,

• bank transfer,

• or another method available at the time of ordering.

3.3. The seller does not store the buyer's payment card details.

3.4. Ownership of the goods passes to the buyer upon full payment of the purchase price.

4. Delivery Terms

4.1. The seller delivers goods to the territory of the Slovak Republic and European Union countries.

4.2. The delivery period is usually stated for the product or in the order confirmation.

4.3. The seller is not liable for delays caused by:

• the courier company,

• force majeure,

• or circumstances beyond its control.

4.4. The buyer is obliged to inspect the condition of the shipment upon receipt.

4.5. If the shipment is visibly damaged, it is recommended to file a damage report with the carrier or refuse acceptance of the shipment.

5. Withdrawal from the Agreement

5.1. A consumer has the right to withdraw from the agreement without giving any reason within 14 days from the day of receipt of the goods.

5.2. A consumer may exercise the right of withdrawal by:

• email,

• post,

• or by means of the withdrawal form.

5.3. The withdrawal period is maintained if the notice of withdrawal was sent no later than the last day of the period.

5.4. The consumer is obliged to return the goods to the seller or to the address designated by the seller no later than 14 days after withdrawal.

5.5. The consumer bears the costs of returning the goods.

5.6. The seller shall refund all payments to the consumer no later than 14 days from the day of receipt of the notice of withdrawal. However, the seller is not obliged to refund the payment until the goods have been returned to it or the consumer has proven that they have been sent.

5.7. The consumer is liable for any reduction in the value of the goods resulting from handling beyond what is necessary to establish the characteristics and functionality of the goods.

5.8. In accordance with Section 19, paragraph 1, letter h) of Act No. 108/2024 Z.z., a consumer may not withdraw from an agreement for goods sealed for health protection or hygiene reasons if the seal is broken after delivery and the goods cannot be returned for such reasons.

5.9. For hygiene reasons, a consumer may not withdraw from an agreement for cosmetic products that have been opened, used, or otherwise deteriorated after delivery in a way that makes further sale impossible.

6. Complaints and Liability for Defects

6.1. The seller is liable for defects present in the goods at the time of acceptance and which manifest during the statutory warranty period.

6.2. The buyer is obliged to file a complaint without undue delay after discovering the defect.

6.3. A complaint may be filed by:

• email to info@fraela.sk,

• or by post to the company's registered office address.

6.4. The buyer is obliged to state:

• the order number,

• a description of the defect,

• and contact details.

6.5. The seller shall issue a confirmation of the filed complaint to the buyer.

6.6. The complaint will be handled within the statutory period of no later than 30 days.

6.7. The buyer has the right to:

• have the defect removed,

• have the goods replaced,

• receive a reasonable discount,

• or withdraw from the agreement,
  to the extent provided by the applicable laws.

6.8. A complaint does not apply, in particular, to:

• defects caused by improper use,

• mechanical damage,

• normal wear and tear,

• improper storage,

• or use contrary to the intended purpose of the product.

6.9. The seller is not liable for individual allergic or hypersensitive reactions to cosmetic products if the products were used contrary to the recommended use or despite the buyer's known allergies.

7. Information on Cosmetic Products

7.1. Products sold in the online store are intended for external use.

7.2. The buyer is obliged to use the products according to the manufacturer's instructions and recommendations.

7.3. If irritation or an allergic reaction occurs, it is recommended to discontinue use of the product.

7.4. The seller recommends performing a product tolerance test before first use.

7.5. Products must be stored in accordance with the instructions stated on the packaging.

8. Personal Data Protection

8.1. Information on the processing of personal data is provided in a separate document, the "Privacy Policy," available on the seller's website.

8.2. The online store may use cookies and analytical tools subject to the terms stated in the cookie policy.

9. Alternative Dispute Resolution

9.1. A consumer has the right to contact the seller with a request for remedy if they are dissatisfied with the manner in which the complaint was handled or believe that the seller has violated their rights.

9.2. If the seller rejects the request or does not respond to it within 30 days, the consumer has the right to submit a request for alternative dispute resolution.

9.3. An alternative dispute resolution body may include, for example:

The Slovak Trade Inspection
https://www.soi.sk

9.4. The consumer may also use the ODR platform:

https://ec.europa.eu/consumers/odr/

10. Final Provisions

10.1. The seller reserves the right to amend these GTC.

10.2. The legal relationship is governed by the GTC in effect at the time the order was submitted.

10.3. These GTC shall take effect on May 15, 2026.

10.4. By submitting an order, the buyer confirms that they have read and agree to these GTC.