Returning Defective Goods in an Online Store in Slovakia

22.11.2025

Online shopping is convenient, but sometimes an unpleasant situation occurs — the product turns out to be defective, and the seller is in no hurry to replace it. What rights do customers in Slovakia have, and how can they ensure a fair resolution?

According to the Slovak Consumer Protection Act, if a product has a defect, the customer has the right to request:

an exchange for an identical, non-defective product;
a free repair;
a refund if replacement or repair is not possible.

These rules apply both to purchases in physical stores and orders from online shops.

What to do if you receive a defective product?

Check the return policy on the seller’s website. Some stores offer convenient return forms.
Report the issue. It is best to send a complaint to the seller in writing (by email or via the contact form).
Save the receipt or any electronic confirmation proving the purchase.
Request a replacement or repair. If the product cannot be repaired or replaced, request a refund.

A return is not possible if:

The defect occurred due to the buyer’s fault (for example, the product was damaged during use).
The product was initially in good condition but the buyer used or damaged it.
The product cannot be returned for sanitary reasons (for example, cosmetics, food, or personal hygiene items if the packaging has been opened).

However, if the defect existed at the time of purchase, the seller is obliged to accept the product back.

If the seller refuses to cooperate or unjustifiably denies the return:

Send an official complaint describing the defect, with photos and a copy of the receipt.
Contact the Trade Inspection Authority.
File a lawsuit. In most cases, the court rules in favor of the consumer.

Before purchasing from an online store, check its rating and reviews to reduce the risk of dealing with unreliable sellers.

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