Legal

Returns & complaints

How to return goods within 14 days without giving a reason, and how to file a complaint. Includes a downloadable withdrawal-from-contract form.

Updated 24 August 2026

1. Withdrawal from the contract within 14 days

As a consumer you have the right to withdraw from the contract without giving a reason within 14 days of the day you receive the goods (§ 19 and § 20 of Act No. 108/2024 Coll. on consumer protection, effective from 1 July 2024). The deadline is met if you send the notice of withdrawal to the seller before it expires.

Notify us of the withdrawal:

by email at shop@teamates.sk, or
by post to Perlová 3, 851 10 Bratislava (Jarovce),

ideally using the form below. Then send the goods back within 14 days of withdrawal. The direct cost of returning the goods is borne by the consumer. You may only test the goods to the extent necessary to establish their nature and characteristics; you are liable for any diminished value of the goods resulting from handling beyond that.

Tea - when it can’t be returned

The right of withdrawal does not apply to tea and other goods in sealed hygienic packaging if the packaging was broken after delivery - for hygiene reasons, opened tea cannot be returned for resale. Unbroken, sealed packaging can be returned.

2. Withdrawal-from-contract form

Use the model form (Annex No. 2 to Act No. 108/2024 Coll.). Open it, fill it in and print it or save it as a PDF:

↓ Download the withdrawal-from-contract form

3. Refund

After withdrawal we will refund all payments including delivery costs (at the cheapest option we offer) within 14 days, using the same payment method you used, unless we agree otherwise. We are not obliged to refund the payment before the returned goods reach us or before you prove you have sent them.

4. Complaint (liability for defects)

The goods are covered by statutory liability for defects under the Civil Code and Act No. 108/2024 Coll. on consumer protection. Liability for defects is 24 months from receipt; for food (tea), however, the stated use-by / best-before date applies, within which any defect must be claimed.

File a complaint:

by email at shop@teamates.sk with a description of the defect and the order number,
or by sending the goods to Perlová 3, 851 10 Bratislava (Jarovce).

5. Handling of the complaint

When you file a complaint we will issue you a confirmation. We will settle the complaint within 30 days of the day it is filed at the latest; we will inform you of the outcome. If the defect is remediable, you have the right to have it removed free of charge; otherwise to a replacement, a reasonable discount or withdrawal from the contract.

6. Alternative dispute resolution

If you are not satisfied with how a complaint was handled, you have the right to ask the seller for redress. If the reply is negative (or there is no reply within 30 days), you may submit a proposal for alternative dispute resolution under Act No. 391/2015 Coll. to an ADR entity - e.g. the Slovak Trade Inspection, SOI Inspectorate for the Bratislava Region, Bajkalská 21/A, 820 07 Bratislava 27 (soi.sk). A proposal may be submitted if the value of the dispute exceeds 20 €; the ADR entity may charge the consumer a fee of at most 5 €. The European platform ec.europa.eu/consumers/odr is also available.