Complaints Procedure

This Complaints Procedure of ODETTA s.r.o., registered office Karola Adlera 1932/1, Bratislava – mestská časť Dúbravka, 841 02, Company ID (IČO): 57 553 157, registered in the Commercial Register of the Municipal Court Bratislava III, Section: Sro, Insert No. 198549/B, email: info@odtfashion.com, phone: +421 907 025 555 ("Seller"), sets out how to exercise rights arising from liability for defects in Goods purchased from the online store www.odtfashion.com. Capitalised terms have the meaning given in the General Terms and Conditions; this procedure corresponds to Articles VIII and IX of those Terms.

I. Liability for Defects and Complaints

The Seller is liable for ensuring that the Goods are free of defects at the time of delivery to the Consumer and remain so for 24 months from delivery (Section 619 of the Civil Code). If a defect becomes apparent within two years of delivery, it is rebuttably presumed to have existed at the time of delivery; the burden of proving otherwise lies with the Seller (Section 620 of the Civil Code).

The Consumer must notify the Seller of a defect without undue delay after discovering it, and no later than two months from discovery and within the 24-month period referred to above (Section 621(3) of the Civil Code).

A defect may be notified:

• by email to info@odtfashion.com,
• by sending the Goods, together with a description of the defect and proof of purchase, to: ODETTA s.r.o., c/o Fulfillment by FHB – FHB Group, s.r.o., Logistické centrum – Crystal Park, Priemyselná 1637/3, 900 21 Svätý Jur, Slovak Republic.

The Seller will promptly issue the Consumer with written confirmation stating the deadline by which the defect will be remedied; this deadline may not exceed 30 days from notification, unless a longer period is justified by an objective reason beyond the Seller's control (Section 622(3) of the Civil Code).

Remedies:

Where a defect is repairable, the Consumer has the right to have it remedied free of charge, promptly and properly. The Consumer chooses between repair and replacement; the chosen remedy cannot be required if it is impossible or would cause the Seller disproportionate costs relative to the price of the Goods or the severity of the defect (Section 623 of the Civil Code). The Seller may refuse to remedy the defect if repair and replacement are both impossible or would require disproportionate costs; in that case the Consumer is entitled to a reasonable price reduction or may withdraw from the Contract.

The Consumer is also entitled to a reasonable price reduction or may withdraw from the Contract where:

• the Seller has not repaired or replaced the Goods within the statutory deadline,
• the Seller has refused to remedy the defect,
• the Goods have the same defect again despite repair or replacement,
• the defect is of such a serious nature that it justifies an immediate price reduction or withdrawal, or
• the Seller has stated, or it is apparent from the circumstances, that the defect will not be remedied within a reasonable time or without causing significant inconvenience to the Consumer

(Section 624 of the Civil Code). Any price reduction must be proportionate to the difference between the value of the defective Goods and the value they would have had without the defect.

The Consumer may not withdraw from the Contract if the Consumer contributed to the defect or if the defect is negligible; the burden of proving these facts lies with the Seller.

If the Seller declines liability for a defect, the reasons for declining must be communicated to the Consumer in writing (Section 622(4) of the Civil Code).

Where the complaint is justified, the Seller bears the costs associated with it, including the cost of sending the Goods to the Seller.

If the Consumer does not collect repaired or replaced Goods within six months of the date on which they should have been collected, the Seller may sell the Goods; for higher-value Goods, the Seller will notify the Consumer of the intended sale in advance and grant a reasonable additional period for collection. The proceeds of sale, less costs reasonably incurred for storage and sale, will be paid to the Consumer if a claim is made within a reasonable time (Section 623(5) of the Civil Code).

Liability for defects does not extend to defects caused by normal wear and tear, improper use, mechanical damage caused by the Consumer, or events beyond the Seller's control.

II. Alternative Dispute Resolution

If a dispute arises between the Seller and the Consumer concerning the exercise of rights arising from liability for defects, or if the Consumer believes that the Seller has otherwise infringed the Consumer's rights, the Consumer may first contact the Seller with a request for redress.

If the Seller rejects the request or fails to respond within 30 days from the date of its receipt, the Consumer has the right to submit a proposal for alternative dispute resolution ("ADR") to an authorised ADR entity in accordance with Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes, as amended.

ADR may only be used for disputes arising out of or relating to the Contract and does not apply to disputes where the value of the claim does not exceed EUR 20 or to disputes excluded under Section 1(4) of Act No. 391/2015 Coll.

The competent ADR entity is the Slovak Trade Inspection (Slovenská obchodná inšpekcia – SOI):

• Central Inspectorate: Ústredný inšpektorát SOI, Bajkalská 21/A, P. O. Box 29, 827 99 Bratislava;

• Regional Inspectorate for the Bratislava Region: Inšpektorát SOI pre Bratislavský kraj, Bajkalská 21/A, P. O. Box 29, 827 99 Bratislava;

• Website: www.soi.sk

A list of other authorised ADR entities is maintained by the Ministry of Economy of the Slovak Republic.

Consumers residing in another Member State of the European Union may use the competent ADR entity available in their country of habitual residence. Information about authorised national ADR entities within the European Union is available on the official website of the European Commission dedicated to consumer dispute resolution.

Participation in ADR is voluntary for the Consumer and does not affect the Consumer's right to seek judicial protection before the competent court.

This Complaints Procedure takes effect on 19 October 2026.