Complaint Policy
Effective from: August 11, 2025

1. Introductory Provisions
This complaint policy governs the procedure and conditions for filing complaints regarding goods purchased through the online store www.titzmach.com, operated by:

Business name: Mária Lazarová
Registered office: Žitavská 175/17, 95197 Žitavany, Slovak Republic
Company ID: 56974426
VAT number: SK1123037025
Bank account: SK59 0900 0000 0052 3357 1085
Email: [email protected]
Phone: +421 940 350 526

This complaint policy has been prepared in accordance with Act No. 40/1964 Coll., Civil Code, Act No. 250/2007 Coll. on Consumer Protection, and Act No. 102/2014 Coll. on Consumer Protection in Distance Selling.

2. Liability for Defects
The seller is responsible for ensuring that the delivered goods are free from defects at the time of receipt and possess the agreed or usual characteristics.

A warranty applies to coffee beans until the minimum durability date indicated on the package.

Complaints can only be made for goods that are defective, damaged, or do not correspond to the order.

3. Filing a Complaint
The buyer may file a complaint:

The complaint must include:

  • the buyer’s full name,

  • the order number and proof of purchase,

  • a description of the defect,

  • a proposed method for resolving the complaint.

Goods should be sent to: Žitavská 175/17, 95197 Žitavany, Slovak Republic.
Note: For hygiene reasons, it is not possible to complain about or return food if it has been opened, unless there is a proven manufacturing defect.

4. Complaint Resolution Timeframe
The seller will resolve the complaint no later than 30 calendar days from the date of its submission.

The buyer will be informed of the outcome of the complaint in writing (by email or letter).

5. Methods of Complaint Resolution
If the complaint is acknowledged, the buyer is entitled to:

  • replacement of the goods with a defect-free item,

  • a reasonable discount on the purchase price,

  • a refund of the purchase price.

6. Final Provisions
This complaint policy is an integral part of the terms and conditions of the online store www.titzmach.com.

The seller reserves the right to amend and supplement this complaint policy. The current version is always published on the e-shop’s website.