Complaints Procedure
of the e-shop ránko.sk
Article 1 – Introductory Provisions
1.1 The Complaints Procedure governs the procedure for filing and processing complaints regarding goods purchased in the e-shop ránko.sk and is an integral part of the General Terms and Conditions.
1.2 The seller is liable for defects present in the goods at the time of receipt by the buyer. Due to the nature of the goods (fresh food intended for immediate consumption), a special, shortened complaint regime appropriate to the nature of the goods is applied.
Article 2 – When the goods are defective
2.1 A defect is considered to be, in particular: damaged or degraded contents upon receipt, incorrect box composition compared to the order, a missing part of the order, or unsatisfactory quality or freshness of the food.
2.2 A defect is NOT considered to be: degradation of goods caused by improper storage or late consumption after receipt, nor standard sensory deviations natural for fresh food.
Article 3 – Deadline and method of filing a complaint
3.1 Due to the freshness of the goods, the buyer is required to report obvious defects (damage, incorrect or missing composition, quality) immediately upon receipt, no later than the day of delivery.
3.2 A complaint can be filed by email at dobre@ranko.sk. We recommend attaching a photograph of the goods and the order number, which will speed up the process.
3.3 The seller shall issue a confirmation of the filed complaint to the buyer.
Article 4 – Processing a complaint
4.1 The seller will process the complaint without undue delay, in justified cases no later than 30 days from the date of filing. The buyer will be informed of the result.
4.2 If the complaint is justified, the seller will, by agreement with the buyer, arrange for replacement delivery of the goods, a reasonable discount on the price, or a refund.
4.3 Money is returned in the same way the payment was made, or to the buyer's account (SK5011000000002944086277), without undue delay.
Article 5 – Final Provisions
5.1 This Complaints Procedure enters into force on 21.9.2026.