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Return and Complaint Policy

Complaint Policy of the Fishing Haven Online Store

We process your order with the utmost care. All orders and shipments are carefully checked before packaging to ensure they comply with your order and are in perfect condition. We use only reliable shipping and courier services for delivery.

However, errors may occur when processing orders. If you encounter an issue with your order and wish to file a complaint, please read this Complaint Policy, which governs the conditions of complaints between the operator/seller and the customer/buyer (hereinafter referred to as "CP").

1. General Provisions

  • The operator (seller) of the Fishing Haven online store is Fishing Haven s.r.o., Kopčianska 89, 851 01 Bratislava - Petržalka, Slovak Republic.
  • The customer (buyer) of the online store is any natural or legal person who submits an electronic order form for goods (products or services).
  • This Complaint Policy regulates the legal relations between the operator and the customer when handling complaints regarding the correctness and quality of goods or services provided by the operator.

2. Complaint Procedure

  • A complaint may be submitted in person, in writing, or by email by an authorized person.
  • The complaint must contain the following information:
    • Name, surname, permanent address, email, and phone number.
    • Subject of the complaint and the customer's request.
    • Recipient of the complaint.
    • Date of submission of the complaint.
    • Signature of the customer or an authorized person (with a power of attorney).
  • If the complaint is submitted by an authorized person on behalf of the customer, a power of attorney must be attached.
  • A complaint that does not contain all the above details will be considered invalid.
  • The processing time for a complaint is a maximum of 30 days from the date of submission.

2.1 The date of complaint submission is considered:

  • For postal shipments – the day the complaint and damaged shipment are received by the operator.
  • For email complaints – the day the email and damaged shipment are received (the last date is decisive).
  • Damaged or incomplete shipments or delays in delivery must be reported within 10 days from the expected delivery date.

2.2 Ways to Submit a Complaint:

📧 Email: info@fishinghaven.net
📬 By post: Fishing Haven s.r.o., Kopčianska 89, 851 01 Bratislava - Petržalka, Slovak Republic

For your convenience, you can download the return and complaint form via the link below: [Download form].

3. Return of Goods

  • The customer has the right to withdraw from the purchase contract within 7 business days of receiving the goods without giving any reason, in accordance with § 12 of Act No. 108/2000 Z.z.
  • The cost of returning the goods is covered by the customer.
  • Before sending the return, the customer must inform the operator by phone or email, stating the invoice number under which the goods were purchased.
  • Refunds will be processed within 15 days to the customer's bank account.

4. Alternative Dispute Resolution

  • The customer has the right to file a complaint at info@fishinghaven.net.
  • If the operator's response is unsatisfactory or no response is received within 30 days, the customer may submit a proposal for alternative dispute resolution under Act No. 391/2015 Z.z.
  • Alternative dispute resolution can also be conducted online via the platform:
    🌐 https://ec.europa.eu/consumers/odr/index_en.htm
  • This dispute resolution method is exclusively for consumers (not applicable to businesses).

Validity of the Document

Valid from: 01.02.2025