Refund & Returns Policy
1. General Information
We strive to ensure your satisfaction with every Feketeleves order. This policy explains when and how refunds, returns, and complaints can be requested in accordance with applicable EU and Slovak consumer laws.
2. Non-Returnable Items – Food-Grade Products
The following categories of products are non-returnable due to health and safety regulations:
- Coffee Water mineral mixes
- Teleportafilter drip coffee bags
These are food-grade items that are sealed for consumer protection and clearly marked with a best-before date. According to Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons once unsealed.
However, if you experience an issue with the quality or functionality of a food-grade item, please contact us at [email protected] with:
- Your order number
- A clear description of the issue
- The batch number printed on the packaging
- Photos showing the problem, if applicable
If the issue is verified, we will send you a replacement at no extra cost.
3. Returnable Items – Equipment & Accessories
For physical products such as brewing equipment or accessories, you may return unused items within 14 days of delivery in accordance with EU withdrawal rights.
To qualify for a return, the item must be:
- Unused and in its original packaging
- Free from wear, damage, or contamination
Return shipping costs are borne by the customer, unless the item is defective or incorrect. Please contact us first to confirm return eligibility before sending anything back.
4. Returns, Defects & Complaints
To return a product or report a defect (reklamácia), please contact us by email:
Email: [email protected]
Please include the following:
- Your order number
- The item(s) concerned
- A brief description of the issue
- Clear photos (especially for damage or defects)
- Batch number (for food-grade items)
We will confirm receipt within 2 business days. Complaints will be processed within 30 calendar days as required by Slovak consumer law.
If the issue is verified:
- Defective food-grade items will be replaced free of charge
- Defective equipment may be refunded or replaced (return shipping for replacements is covered by the buyer if legally permissible)
5. Refund Timeline
Once we receive and verify your returned item (if applicable), refunds are processed within 7 business days using the original payment method. We’ll notify you once the refund is issued.
Thank you for supporting Feketeleves. We aim to make your experience fair, safe, and satisfying.
The Refunds & Returns Policy, including all its parts, is valid and effective from 29-MAY-2025.
