Limited 38% discount on current stock supplies!
Limited 38% discount on current stock supplies!
Limited 38% discount on current stock supplies!
Limited 38% discount on current stock supplies!
Limited 38% discount on current stock supplies!
Limited 38% discount on current stock supplies!
Limited 38% discount on current stock supplies!
Limited 38% discount on current stock supplies!
Limited 38% discount on current stock supplies!
Limited 38% discount on current stock supplies!
Limited 38% discount on current stock supplies!
Limited 38% discount on current stock supplies!
Limited 38% discount on current stock supplies!
Limited 38% discount on current stock supplies!
Limited 38% discount on current stock supplies!
Limited 38% discount on current stock supplies!
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Terms of service


Portelino General Terms and Conditions

(Hereinafter also as “General Terms and Conditions” or “GTC”)

The Seller, as defined in these General Terms and Conditions, refers to the company Portelino s. r. o., with its registered office at Jozefa Adamca 9983/24, Trnava 917 01, CRN: 56 394 918, registered in the Business Register of the Trnava County Court, section: Sro, file No.: 57145/T (hereinafter also as “Seller“).


Contact details: telephone: +421905334011; email: info@portelino.com 


Supervisory Authority: Slovak Trade Inspection (SOI) SOI Inspectorate for the Bratislava Region, Bajkalská 21/A, P.O.  Box No. 5, 820 07 Bratislava, Department of Technical Product Inspection and Consumer Protection, telephone: 02/ 58272 172-3, fax:  02/ 58272 170

 

1. The goods can be selected by browsing the catalog on our website www.portelino.com.

2. When ordering online, please provide the following information:

  • If you are purchasing as a consumer, i.e., as a natural person who is not acting in the course of their business activity, employment, or profession when entering into the contract remotely, please provide your full name and address. Additionally, please provide your phone number and email address.
  • If you are purchasing in connection with your business activity, please also provide your company name, CRN, VAT number, and place of business or registered office.

3. After submitting your order, the order will be processed, and an order confirmation will be sent to your email immediately. We will agree on the order details and the estimated delivery date with you via email. Any further information regarding your order will be sent to the email address you provided, if necessary.

4. The delivery of the order confirmation by the Seller does not constitute the conclusion of a purchase contract. Upon receiving the order confirmation, the Seller verifies the availability of the goods, and the purchase contract is concluded only when the Seller gives a binding acceptance of the Buyer’s proposal to conclude the contract, in the form of an email confirmation stating that the goods are ready for collection or have been dispatched.

5. The Seller is obligated to fulfill the order and deliver the goods to the Buyer within a maximum period of 30 days. However, goods are typically dispatched within 5 business days. Delivery of goods is carried out on business days between 9:00 AM and 6:00 PM, and we will inform you of the exact dispatch and delivery date via email.

6. In the case of cash payment, the purchase price is due upon order confirmation or upon receipt of the goods via cash on delivery, if this service is available.

7. In the case of payment via a payment gateway, the Buyer must follow the instructions provided by the respective electronic payment provider.

8. For non-cash payments, the Buyer’s obligation to pay the purchase price is fulfilled at the moment the respective amount is credited to the Seller’s bank account.

9. The Buyer is responsible for the accuracy, authenticity, and completeness of the information provided during registration. If the Seller reliably determines that the provided information is false, they may immediately initiate verification of the data’s authenticity. In the event of an unsuccessful verification attempt, the Seller is entitled to cancel the order placed by the registered Buyer and partially or entirely restrict access.

10. In the case of payment for the product by bank card or in advance by transfer, the Seller's fulfillment of the contract requires the purchase price of the product to be credited to the Seller's account. If the purchase price of the order is paid online via credit card payment and the customer subsequently cancels the order, we will refund the customer the price reduced by the fee charged by the online credit card payment system (3% of the total purchase amount + VAT). The exact amount of the payment processing fee to be deducted is determined by the total order value.

11. The Seller hereby informs the Buyer that, in accordance with Section 15, par. 1(e), points 3 and 4 of the Personal Data Protection Act, it is presumed that the Buyer's personal data will be provided to and made accessible to third parties or the recipients specified in these GTC or in a separate document available on the website.

12. Upon receipt of the goods, you will be provided with a receipt for the goods, which also serves as proof of payment in the case of cash on delivery. The receipt for the goods also constitutes a written version of the order. A tax document detailing the purchase price and VAT will be sent to you via email on the day the goods are delivered. The goods are considered received by the Buyer at the moment the Buyer or a designated third party takes possession of all parts of the ordered goods, or if:

a) goods ordered by the Buyer in a single order are delivered separately, at the moment of receipt of the last delivered item.

b) goods consisting of multiple parts or pieces are delivered at the moment the last part or piece is received.

c) goods are delivered repeatedly over a specified period; at the moment the first delivered item is received.

13. The Seller is entitled to withdraw from the contract, particularly due to stock depletion, unavailability of the goods, or if the manufacturer, importer, or supplier of the goods agreed upon in the contract has discontinued production or made significant changes that prevented the Seller from fulfilling the obligations under the contract, or due to force majeure, or if, even with all reasonable efforts, the Seller is unable to deliver the goods to the Buyer within the time frame specified by these General Terms and Conditions or at the price listed in the online store. The Seller reserves the right to cancel the order without providing a reason, at any time before the purchase price is credited to the Seller’s account. The Seller is obligated to inform the Buyer of this decision and refund any deposit already paid for the goods agreed upon in the contract within 14 days of notifying the Buyer about the cancellation. The refund will be processed via transfer to the account specified by the Buyer. The Seller also has the right to withdraw from the purchase contract (binding order) if the purchase price for an order requiring advance payment is not settled within 7 calendar days or if the goods are not collected in person (self-pickup) within 7 calendar days from the order confirmation. Such orders will be canceled in the Seller’s system, and the goods will no longer be reserved. 

14. The Buyer is entitled to withdraw from the contract without giving any reason within 14 days from the date of receipt of the goods. Within this period, the Buyer has the right to unpack and test the goods in a manner customary in a traditional brick-and-mortar store. However, the testing must not result in obvious wear, contamination, or damage to the goods. If the goods show signs of wear or contamination—except for ordinary dirt on the wheels resulting from a one-time outdoor test — the Seller reserves the right to reduce the refunded amount by a reasonable sum corresponding to the reduction in the value of the goods or, if the signs of wear contradict the right to reasonable testing of the goods under Section 7, par. 3 of Act No. 102/2014, even to reject the withdrawal from the contract altogether. The Buyer may exercise the right to withdraw from the contract with the Seller in written form or via email to the address specified in the header of the GTC, in a manner that leaves no doubt that the contract has been withdrawn from. The Buyer may use the withdrawal form available on the Seller’s website. If you decide to do so, please send us the goods along with the signed written withdrawal declaration, including your name and surname, address, order number, order date, and bank account number for the financial settlement.

15. The Buyer, however, cannot withdraw from the purchase contract without stating a reason under these GTC in the cases specified in Section 7, par. 6(d), (e), and (f) of Act No. 102/2014. This primarily concerns the sale of goods subject to rapid quality deterioration or spoilage (such as food, fruits, and vegetables that lack a designated expiration date or minimum shelf life from the date of production); the sale of goods sealed in protective packaging, which cannot be returned due to health protection or hygiene reasons, and the protective packaging of which has been broken after delivery, (opened cans, preserves, bottles, or goods with broken packaging, etc.); and the sale of goods which, by their nature, may become inseparably mixed with other goods after delivery (unpackaged vegetables, fruits, etc.) and only from the time of delivery to the Buyer.

16. CONTRACT WITHDRAWAL FORM

17. Seller: Portelino s. r. o., registered office: Jozefa Adamca 9983/24, Trnava 917 01, CRN: 56 394 918

Address for Returning Goods: Portelino s.r.o., Priemyselná 10B, Trnava 917 01, Slovensko

I hereby notify you of my withdrawal from the contract for the following goods/order number:

Order date/date of receipt:

Name and surname of the consumer:

Address of the consumer:

Account number for the refund: (IBAN)

Consumer's signature: (only if sent by mail)

Reason for withdrawal: (only if providing a reason is mandatory under point 10 of the GTC)

Date:

18. If the Buyer withdraws from the contract, any supplementary contracts related to the contract from which the Buyer has withdrawn are also canceled from the outset.

19. The goods must be sent back together with proof of purchase no later than 14 days from the date of withdrawal from the contract, by mail, to the Seller's address. By withdrawing from the contract, the Buyer is obligated to return the goods to the Seller in a complete state, including all documentation, undamaged, preferably in the original packaging, and unused. It is recommended to insure the goods. The Seller will not accept cash-on-delivery shipments. Upon a valid withdrawal from the contract, the Seller will refund the Buyer the payment for the goods that the Buyer has demonstrably paid in connection with the conclusion of the purchase contract, meaning the purchase price as per point 10 of the GTC (e.g., the price may be refunded reduced by the fee charged by the online payment system), excluding delivery costs. The exact amount of the payment processing fee to be deducted is determined by the total order value. The Seller, however, is not obligated to reimburse the Buyer for costs associated with the delivery and/or shipment of the goods as part of the withdrawal from the contract. Payments will be refunded to the Buyer under the conditions specified in point 22 of these GTC. The refund will be processed via non-cash transfer to the Buyer's account. Therefore, the Buyer must provide their bank details to facilitate the payment. This does not preclude the possibility for the Buyer to agree with the Seller on an alternative method of payment, provided it does not result in additional costs or actions for the Seller.

20. If the Buyer withdraws from the contract and returns the goods to the Seller, which are used, except for ordinary dirt on the wheels resulting from a one-time test, and/or are damaged, incomplete, or the value of the goods is reduced due to handling beyond what is necessary to ascertain the properties and functionality of the goods, the Seller is entitled to claim compensation for the damage in the amount of the cost of repairing the goods and restoring them to their original condition. Alternatively, the Seller has the right to demand reimbursement from the Buyer for the reduction in the value of the goods, and the Buyer will be notified of this. The Buyer bears the costs associated with returning the product due to the exercise of the right to withdraw from the contract.

21. If the Buyer withdraws from the contract and returns the goods to the Seller, which are used, except for ordinary dirt on the wheels resulting from a one-time test, damaged, or incomplete, the Buyer agrees to pay the Seller the amount by which the value of the goods has been reduced in actual value, as well as the costs incurred by the Seller in connection with repairing the goods and restoring them to their original condition, calculated according to the price list for out-of-warranty service of the goods. The Buyer is obliged, in accordance with this point of the GTC, to reimburse the Seller for compensation up to the amount of the difference between the purchase price of the goods and the value of the goods at the time of withdrawal from the purchase contract. The Buyer bears the costs associated with returning the product due to the exercise of the right to withdraw from the contract.

22. The Seller undertakes to refund the Buyer the price paid for the relevant goods within 30 calendar days from the date the Seller receives the notice of withdrawal from the contract. The Seller is not obligated to refund the Buyer the price paid for the relevant goods before the goods, along with accessories including documentation and so on, have been returned by the Buyer and the Seller has been able to inspect them duly. Similarly, the Seller is not obligated to refund the Buyer the price paid for the relevant goods if the returned goods are used, damaged, or incomplete. In the case of returning used, damaged, or incomplete goods, the Seller is entitled to unilaterally offset all costs against the price received for the relevant goods in accordance with point 21 of these GTC (mainly compensation for the reduced value of the goods, and/or costs necessary to restore the goods to their original condition, and/or costs for repairs, etc.).

23. When withdrawing from the contract, the Buyer bears the direct costs of returning the goods to the Seller or to a person authorized by the Seller to receive the goods. When withdrawing from the contract, the Buyer also bears the direct costs of returning the goods that, due to their nature, cannot be returned via mail. The direct costs associated with returning the goods cannot be reasonably calculated in advance. Based on available information, the estimated costs depend on the size, weight of the goods, the distance from which the return is being made, and the rates charged by the carrier chosen by the Buyer. These costs range from €2 to €150.

24. If the Buyer fails to fulfill any of the above-mentioned obligations under these GTC, the withdrawal from the contract is invalid and ineffective. In such a case, the Seller is not obligated to refund all verifiable payments to the Buyer under these GTC and is also entitled to reimbursement of the costs associated with sending the goods back to the Buyer.

25. The Buyer (consumer) cannot withdraw from a contract whose subject is:

a) the provision of a service, if its provision has begun with the consumer's express consent and the consumer has declared that they were duly informed that by granting such consent, they lose the right to withdraw from the contract after the service has been fully provided, and if the service has been fully provided;

b) the sale of goods carried out according to the consumer's specific requirements, custom-made goods, or goods specifically intended for a single consumer;

c) the sale of goods subject to rapid quality deterioration or spoilage;

d) the sale of goods sealed in protective packaging that cannot be returned for health protection or hygiene reasons, and whose protective packaging has been tampered with after delivery;

e) the sale of sound recordings, video recordings, audiovisual recordings, books, or computer software sold in protective packaging, if the consumer has opened this packaging;

f) the sale of books not supplied in protective packaging;

g) the provision of electronic content not delivered on a physical medium, if its provision has begun with the consumer's express consent and the consumer has declared that they were duly informed that by granting such consent, they lose the right to withdraw from the contract.

26. The purchase price of the goods will always be confirmed in the order confirmation email.  The Buyer confirms that they have been informed that the order includes the obligation to pay the price.

27. All prices for goods and services, as well as all fees in the e-shop, are listed including VAT.  All promotions are valid until stocks run out, unless otherwise stated for a specific product. Regular price means the price of the goods at which they are offered, without considering any possible bonuses, marketing campaigns for sales support, and other discount promotions, or the price recommended by the manufacturer or distributor, with the listed price always reflecting the price level of the product in the market at the time.

28. The actual weight of the delivered goods may differ by +/- 15% from the listed catalog weight.

29. The Seller reserves the right to unilaterally adjust (increase/decrease) the prices of goods listed on its website, with the new prices being valid from the day they are published on the website www.portelino.com. For the Buyer, the price of the goods listed at the time of placing the order with the Seller is always decisive, which the Seller will confirm when accepting the Buyer's order, unless these GTC state otherwise.

30. In the case that a clearly incorrect price appears for a product on the Seller's website (e.g., if it is a product commonly available and well-known, and its price differs significantly from the usual price, or if, due to a system error, a price of “0 EUR” or “1 EUR”, or another negligible price is listed for a particular product), the Seller is not obligated to deliver the goods at the incorrect price but may offer the Buyer delivery of the goods at the correct price. If the Buyer disagrees with the proper price of the goods, they may withdraw from the purchase contract in writing for this reason.

31. Place of delivery - the Seller delivers orders to the locations specified by the Buyer in the order. The Seller reserves the right not to deliver goods to locations that do not exist, are not covered by the delivery services of common courier companies, and/or locations determined by the Seller for any reason. Delivery of the goods is considered to have taken place when the goods are delivered to the Buyer's first lockable door of an apartment building or other residential property, to which the Buyer is required to come to collect the goods.

32. If the Buyer unreasonably refuses to accept the ordered goods from the Seller or the carrier, or in any other way prevents the delivery of the goods within a calendar month, the Seller reserves the right to refuse to accept further orders from the Buyer. This does not affect the Seller's claim for compensation for damages against the Buyer.

33. Ownership rights to the goods are transferred to the Buyer upon the receipt of the goods, subject to the condition precedent of full payment of the purchase price. Until ownership rights transfer from the Seller to the Buyer, who is in possession of the goods and services, the Buyer assumes all obligations of a custodian and is required, at their own expense, to securely store the goods and services and label them in a manner that ensures they can always be identified as the Seller's property. The risk of damage to the goods passes to the Buyer at the moment the Buyer or their authorized representative takes possession of the goods, or, if they fail to do so in a timely manner, at the moment the Seller makes the goods available for handling and the Buyer fails to take possession.

34. Warranty terms and conditions are governed by the Warranty Claim Policy published on the Seller’s website, www.portelino.com, and the following provisions:

  • If the goods exhibit visible defects, i.e., particularly if the goods are delivered to the Buyer in a damaged transport package, the Buyer is entitled to refuse acceptance of the Goods. In such a case, the Buyer retains the right to request proper performance by the Seller or a refund of the purchase price, at the Buyer’s discretion.
  • If defects in the goods occur during the warranty period after the Buyer has taken possession of the goods, the Buyer may file a claim. For products that operate using rechargeable batteries or various types of batteries, normal wear and tear of the rechargeable battery or battery is not considered a defect of the product, as these are components that naturally lose their lifespan through regular use.
  • The length of the warranty period for Buyers who are consumers, as defined in point 2 of these GTC, is governed by applicable legal provisions and therefore lasts 24 months, with exceptions provided by law. The warranty period begins on the day the Buyer takes possession of the goods. If the claimed goods are delivered by mail or courier (see contacts), the responsible person will receive the goods, inspect the shipment, and review the documentation (invoice, receipt, packaging). The decisive date for the claim period is the date of receipt from the courier or postal delivery service. The Seller does not accept goods sent by cash-on-delivery; we recommend insuring the goods.
  • The warranty period for Buyers who are not consumers, as defined in point 2 of these GTC, lasts 12 months. The warranty period begins on the day the Buyer takes possession of the goods. If the claimed goods are delivered by mail or courier (see contacts), the responsible person will receive the goods, inspect the shipment, and review the documentation (invoice, receipt, packaging). The decisive date for the claim period is the date of receipt from the courier or postal delivery service. The Seller does not accept goods sent by cash-on-delivery; we recommend insuring the goods.
  • The Buyer is entitled to withdraw from the contract in all cases defined by law. The withdrawal is effective against the Seller from the moment the written declaration of withdrawal from the contract is delivered to the Seller by the Buyer. In the case of withdrawal from the contract, the contract is annulled from the beginning, and the parties are obligated to return everything they have provided to each other under the contract.
  • In the case of a claim, the Seller is not responsible for the loss of data or for damage caused by the loss of data stored in the device. The Buyer is required to back up the data before filing a claim.
  • If the defect can be remedied, the consumer – the Buyer has the right to have it repaired free of charge, in a timely manner, and duly. The Seller is obligated to remedy the defect without undue delay. The consumer – the Buyer may, instead of having the defect remedied, request a replacement of the goods, or if the defect concerns only a part of the goods, the replacement of that part, provided that this does not cause the Seller disproportionate costs in relation to the price of the goods or the severity of the defect.
  • The Seller may always replace the defective item with a non-defective one, instead of remedying the defect, if this does not cause the consumer – the Buyer significant difficulties.
  • If the defect is one that cannot be remedied and prevents the goods from being used properly as defect-free goods, the consumer – the Buyer has the right to a replacement of the goods. The same rights apply to the consumer – the Buyer if the defects are removable, but the consumer – the Buyer cannot use the goods properly due to the recurrence of the defect after repair or because of a larger number of defects. In the case of other non-removable defects, the consumer – the Buyer has the right to a reasonable discount on the price of the goods.
  • The Seller has informed the consumer – the Buyer about their rights under Section 622 of the Civil Code and the rights under Section 623 of the Civil Code by posting this Warranty Claim Policy on the relevant webpage of the Seller's e-shop, and the consumer – the Buyer had the opportunity to read it before placing the order.
  • Based on the Buyer's decision regarding which rights under Sections 622 and 623 of the Civil Code they wish to exercise, the Seller or the designated person is required to determine the method of handling claims according to  Section 2(m) of the Consumer Protection Act immediately, in more complicated cases within 3 days from the start of the claim process, and in justified cases, especially if a complex technical assessment of the goods' condition is required, no later than 30 days from the beginning of the claim process. After determining the method for handling the claim, the Seller or the designated person will resolve the claim immediately. In justified cases, the claim may be handled later. However, the resolution of the claim must not take longer than 30 days from the date the claim is filed. After the claim resolution period has expired, the consumer has the right to withdraw from the contract or request a replacement of the goods with new goods. The Seller will inform the Buyer of the completion of the claim process and the outcome of the claim in a manner agreed upon by both parties (by email and registered letter). Additionally, the claim protocol will be delivered to the Buyer along with the goods.
  • If the Buyer has filed a claim about the product more than 12 months after the conclusion of the purchase contract and the Seller has rejected it, the person who filed the claim (the Buyer) has the right to send the goods for expert evaluation. If the Buyer proves the Seller’s responsibility for the defect in the goods through the expert evaluation, the claim can be filed again. During the expert evaluation of the goods, the warranty period is suspended. The Seller is obligated to reimburse the Buyer within 14 days from the date the claim is refiled for all costs incurred for the expert evaluation of the goods, as well as all related reasonable costs, if the Buyer proves the Seller’s responsibility for the claimed defect in the goods through the expert evaluation.
  • Along with the goods, we recommend attaching a proof of purchase (invoice), which serves as the warranty certificate, for faster processing of the claim.
  • If the Buyer exercises their right to request the repair of the defect in the goods, and the warranty certificate designates an entity other than the Seller for warranty repairs, whose place of business is in the same area as the Seller or closer to the Buyer, the Buyer may apply their right to the warranty repair with the entity listed in the warranty certificate.
  • If warranty repairs cannot be performed by the entity other than the Seller, the Seller will ensure the warranty repair. The Seller will issue the Buyer a receipt of the claim on the day the claim is received, in which the defects of the goods will be precisely specified in accordance with Section 18, par. 5 of the Consumer Protection Act. After the claim has been processed, the Seller will inform the Buyer in the manner agreed upon with the Buyer.
  • Furthermore, the Buyer is entitled to request warranty repair at authorized service centers, the list of which is included in the documentation for the goods or will be provided by the Seller upon the Buyer's request.
  • Claims, including the removal of defects, must be processed without undue delay, and in justified cases no later than 30 days from the date the claim is filed. After this period, the consumer has the right to withdraw from the contract or request a replacement of the product with a new one.
  • In situations where the goods need to be sent to the Seller or a service center, the Buyer must ensure that the goods are packaged in an appropriate manner that sufficiently protects them and meets the transportation requirements. For fragile goods, it is recommended to label the package with the appropriate symbols.
  • If the claimed goods are delivered by mail or courier, the responsible person will receive the goods, inspect the shipment, and review the documentation (invoice, receipt, packaging). The decisive date for the claim period is the date of receipt from the courier or postal delivery service.
  • The responsible person is fully responsible for monitoring the expiration of the claim period in accordance with the relevant provisions of Act No. 250/2007 on Consumer Protection and the Civil Code and for promptly contacting the customer regarding the resolution of the claim within the statutory period via email, SMS, or registered mail.
  • After duly resolving the claim, the service center will notify the Buyer by phone, email, or another method agreed upon with the Buyer, to collect the repaired goods and the claim protocol. Alternatively, after mutual agreement, the goods along with the claim protocol will be delivered to the Buyer via registered mail.
  • For any visit by a service technician to the Buyer, a protocol documenting the detected defects and the method of their removal must be prepared. Without such a protocol, the visit of the service technician will be disregarded.
  • The right to claim the warranty expires in the case of improper assembly or improper commissioning of the goods, as well as in the case of improper handling of the goods, i.e., especially in the following cases:

- breaking protective seals and labels, if any are present on the product

- using the goods in conditions that do not match the specifications defined in the documentation for the goods

- damaging the protective packaging of food products

  • If the Buyer – consumer is not satisfied with the resolution of the claim by the Seller or if the Buyer – consumer has contacted the Seller with a request for redress and is not satisfied with how the Seller handled their claim, or if the Buyer believes that the Seller has violated their rights, the Buyer – consumer has the right to contact the Seller with a request for remedy. If the Seller rejects such a request or fails to respond within 30 days of its submission, the Buyer – consumer has the right to submit a petition for initiating alternative dispute resolution to an entity for alternative dispute resolution. The entity for alternative dispute resolution is the Slovak Trade Inspection, Bajkalská 21/A, P.O.  Box No. 5, 820 07 Bratislava, or another relevant authorized legal entity registered in the list of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic (the list is available at www.mhsr.sk). The Buyer – consumer is entitled to choose the alternative dispute resolution entity they wish to contact. The consumer may use the online dispute resolution platform, available at http://ec.europa.eu/consumers/odr/, to submit a petition for alternative dispute resolution.
  • In the event of any claim, the Buyer shall notify the Seller of the claim and agree on the most appropriate form of the claim process. Considering the nature of the claim, the Seller may offer to have a service technician visit the Buyer to repair the defects in the goods at the location of potential installation, i.e., at the Buyer’s premises, or recommend that the goods be transported to a service center.
  • The warranty period for the goods is 24 months from the date of the purchase contract, unless a different warranty period is specified for specific goods. The warranty period begins on the date the goods are received and the necessary documents related to the goods are confirmed by an authorized person. The 24-month warranty period applies to goods sold for personal use [Section 620, par. 1 of the Civil Code]. If the Buyer is not a consumer under Article 1 General Provisions and Definitions, par. 3(1.i.), the warranty period lasts 12 months.
  • If the product (food, alcoholic, or non-alcoholic beverages, dietary supplements, cosmetic products) has an expiration date or a minimum shelf-life date marked on its packaging, the Buyer must assert their rights related to defect liability without delay, and no later than the expiration or minimum shelf-life date, directly with the Seller. For perishable goods, defect liability claims must be raised no later than the day following the Buyer's receipt of the order; otherwise, the rights will expire.
  • The warranty period is extended by the time during which the Buyer could not use the goods due to warranty repairs.
  • In the case of a product replacement, the Buyer will receive a document defining the exchanged goods. Any further claims should be filed based on the original delivery note and this claim document. In the case of a product replacement, the warranty period for the new product begins on the day the new goods are received, but only for the new goods.
  • All repairs rightfully claimed within the warranty period are free of charge.
  • In the case of a claim, we are not responsible for the loss of data or for damage caused by the loss of data stored in the device.
  • The warranty period starts from the date the goods are received.
  • The period of time between the claim submission and the time when the Buyer is required to collect the goods after the warranty repair is not included in the warranty period. If the goods are replaced with new ones or a part covered by the warranty is replaced, the warranty period restarts from the beginning, from the date of receipt of the new goods (or the goods with the new part).
  • The above does not apply to gifts that come with the goods.
  • For all brands, it is enough to provide a tax document (invoice or receipt) that serves as the warranty certificate. However, if a warranty certificate was provided at the time of purchase, we recommend presenting it when claiming the warranty.
  • A tax document will be sent to you via email on the day the goods are delivered.
  • Along with the goods, a blank warranty certificate will be delivered to you (if it is not included, the invoice sent to your email after the goods are delivered will serve as the warranty certificate).
  • We will gladly confirm the warranty certificate after you present the tax document or its copy.
  • The confirmed warranty certificate will be sent back to the address you provided in your order (unless you specify another address).
  • Warranty certificates are not immediately confirmed because we do not unpack and physically inspect the goods.
    This privilege is always granted to the customer who purchased the goods. Therefore, we give you the opportunity to first carefully check and test the goods.

35. The Seller is not responsible for any delayed delivery of the goods caused by the Buyer providing an incorrect address. The Buyer has the right to duly inspect the goods and their packaging upon receipt from the carrier/courier and confirm the receipt of the goods by signing the delivery document. . If the Buyer finds that the goods or the packaging of the goods are mechanically damaged, they are obligated to report this to the carrier and inspect the condition of the goods in their presence. In case of damage to the goods upon receipt by the Buyer, the Buyer must immediately record the extent and nature of the damage (damage report) at the time of receiving the goods, which must be confirmed as correct by the carrier.

Any claims for non-delivery of goods due to the fault of the courier or damage to the goods caused by the courier service must be addressed directly with the courier service staff. The Buyer should not accept damaged goods from the courier and must report the damage on the delivery receipt.

Claims for mechanical damage to the goods not visible at the time of receipt of the shipment must be filed immediately after receiving the shipment, no later than within the time specified by the individual courier companies in the "Delivery Methods" and "Claims" documents. Claims for defects of the goods discovered later can be raised if it is proven that the claimed defects were already present at the time of receipt from the carrier. Before first use, the Buyer is obligated to study the warranty terms and conditions, including the user manual, and must then strictly follow this information. Claims stemming from improper use are not permitted by law. The defect is not covered by the warranty. The warranty only covers manufacturing defects and does not apply to damage caused by improper use, such as use with unsuitable batteries, negligence, accidents, wear and tear, inadequate temperature, cold, solvents, acids, water, normal wear of the product, and/or damage during transport.

36. The Buyer has the right to cancel the order without giving a reason at any time before the goods are shipped, by email or phone. In the case of non-delivery of the goods due to force majeure or the discontinuation of their production, the Seller will immediately inform the Buyer of the reason for the non-delivery. The Seller is obligated to provide the option of delivering substitute goods.

The Buyer has the right to refuse the option of substitute goods and withdraw from the order for the goods. In the case of payment of the purchase price or part of it, the funds will be returned to the Buyer in the manner specified in point 19 of these GTC. This does not affect the Buyer’s right to agree with the Seller on a different method of payment, provided that no additional fees are charged to the Buyer in connection with it.

37. Points 8 to 16 of these General Terms and Conditions do not apply to entities that do not meet the definition of a consumer as specified in Section 2(a) of Act No. 250/2007 on Consumer Protection.

38. If the consumer is not satisfied with the way the Seller has handled their claim or believes the Seller has breached their rights, they have the option to request a remedy from the Seller. If the Seller rejects the request for a remedy or fails to respond within 30 days from the date the request was sent, the consumer has the right to submit a petition to initiate alternative dispute resolution in accordance with Section 12 of Act No. 391/2015 on Alternative Consumer Dispute Resolution as amended.

The competent authority for alternative dispute resolution with the Seller is the Slovak Trade Inspection, Prievozská 32, 827 99 Bratislava 27, www.soi.sk, or another authorized legal entity listed in the list of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic (the list is available on the website http://www.mhsr.sk); the consumer has the right to choose which of the listed alternative dispute resolution entities to contact.

Buyers – consumers are entitled to use the Online Dispute Resolution platform (hereinafter referred to as the “ODR”) to resolve their disputes in the language of their choice. The Buyer – consumer may utilize the ODR platform, available at http://ec.europa.eu/consumers/odr/, for the alternative resolution of their dispute. When submitting a claim to the ODR platform, the Buyer – consumer must complete an electronic claim form. The information provided must be sufficient to identify the appropriate entity for the alternative online dispute resolution. The Buyer – consumer may attach documents to support their claim.

39. Personal data and their protection are governed by a separate document available on the website www.portelino.com.

The Buyer acknowledges that they are obligated to provide the Seller with accurate and truthful personal data and to notify the Seller of any changes to their personal data. The Buyer confirms that the personal data they have provided are accurate.

40. The use of certain goods sold by the Seller may carry a risk of adverse side effects, which are detailed in the product description, accompanying information leaflet, or on the manufacturer's website. The Buyer confirms that they have reviewed and accepted this information. They acknowledge that the use of the goods is undertaken at their own responsibility and risk, and they waive any claims arising from such side effects (including, but not limited to, claims for product returns or damages).

41. The Seller assumes no liability, responsibility, or guarantee that the products or goods provided will deliver the declared or indicated effects. Moreover, the Seller is not liable for any adverse side effects of the goods offered.  The Buyer acknowledges that the expected effects of nutritional, cosmetic, drugstore, or other goods offered by the Seller may not occur. The Buyer also acknowledges that the use of certain goods offered by the Seller carries a risk of side effects, which the Buyer accepts by making the purchase. Therefore, the Buyer agrees to waive any claims related to this matter. The Seller is not the manufacturer of the offered goods and, therefore, cannot ensure or guarantee any effects. 

42. By placing the electronic order, the Buyer unconditionally accepts all provisions of the "General Terms and Conditions" in the version valid on the date this order is placed. The Buyer declares that they have familiarized themselves with the GTC before filling out the order and that they fully consent to them. Notwithstanding other provisions of the contract, the Seller shall not be liable to the Buyer for lost profits, loss of opportunity, or any other indirect or consequential losses resulting from negligence, breach of contract, or any other cause. In the event that certain provisions of these General Terms and Conditions are deemed invalid or unenforceable by the competent authorities of the Slovak Republic, either in whole or in part, the validity and enforceability of the remaining provisions and the remaining parts of the relevant provision shall remain unaffected.

43. For matters not governed by these General Terms and Conditions, the relevant provisions of the Civil Code, Commercial Code (in cases where the Buyer is not acting as a consumer), Act No. 22/2004 on Electronic Commerce and amending and supplementing Act No. 128/2002 on State Control of the Internal Market in Consumer Protection Matters, and amendments and supplements to certain laws, as amended by Act No. 284/2002, and Act No. 102/2014 on Consumer Protection in Distance Selling shall apply.

44. These General Terms and Conditions come into effect with the conclusion of the purchase contract.

45. When visiting the e-shop www.portelino.com, cookies (hereinafter referred to as "Cookies") will be downloaded to the Buyer’s computer, mobile phone, and/or other electronic device. The Cookies are then sent back to the original site or to a site that recognizes the specific Cookies during each subsequent visit to the e-shop.  The Cookies enable the use of certain basic features of the e-shop; therefore, the Seller recommends that the Buyer keep them active. In case of blocking or any other form of rejection of the Cookies, the e-shop functionality may be reduced. For example, the Buyer may not be able to add items to the shopping cart or use services of the Seller that require the Buyer to be logged in. If the Cookies are kept active, the Buyer should ensure they log out of their account when using a shared computer.

46. The Seller and the Buyer agree that they fully recognize electronic communication, especially via email and the internet, as valid and binding for both contracting parties.

47. The Seller reserves the right to amend these General Terms and Conditions. The obligation to notify of change in the General Terms and Conditions is fulfilled by posting it on the website www.portelino.com. However, a contract validly concluded is governed by the General Terms and Conditions in effect at the time the contract was concluded.

48. These General Terms and Conditions have been effective since May 11, 2025.