Complaints Policy

Last updated: 22 August 2026

1. 1.General provisions

   This complaints policy governs the procedure for making and handling complaints about goods and services sold by H2G, s.r.o., registered office at Čierne Kľačany 387, 953 05 Čierne Kľačany, Company ID: 36 562 378. Place of business: Nevidzany č. 271, 951 62 Nevidzany.

   It is issued in accordance with the Civil Code and with Act No. 108/2024 Coll. on consumer protection, as amended.

2. 2.Where and how to make a complaint

   A complaint can be made by e-mail to info@vinumvivo.sk, by telephone on +421 905 286 553, or in person at the winery at Nevidzany č. 271.

   When making a complaint, please state your name and contact details, the order number or date, which wine or service the complaint concerns, a description of the defect, and how you would like it resolved.

3. 3.What to include

   • Proof of purchase (invoice or receipt).
   • The wine complained of, including its label and closure; where possible with enough contents left to assess the defect.
   • For transport damage, photographs of the shipment and its packaging.

4. 4.Time limits

   A defect should be raised without undue delay after it is discovered. Where a shipment is visibly damaged, we recommend reporting it within 48 hours of receipt.

   For wine, its nature as a food product and the best-before date shown on the packaging, if any, are taken into account.

5. 5.Handling of complaints

   The seller issues confirmation that a complaint has been received, handles it without undue delay and no later than 30 days from the day it was made, and informs the buyer of the outcome.

   Where a complaint is justified, the buyer is entitled to replacement of the goods, a reasonable price reduction, or withdrawal from the contract and a refund, depending on the nature of the defect.

6. 6.When a complaint cannot be accepted

   • The defect was caused by incorrect storage after collection — in particular by high temperature, direct sunlight or frost.
   • The defect was caused by mechanical damage after the goods were received.
   • The complaint concerns sensory characteristics that are a natural feature of the variety, the vintage or the production method, including sediment that occurs naturally in unfiltered wines.
   • The best-before date shown on the packaging has passed.

7. 7.Complaints about services

   We recommend reporting any shortcoming in accommodation, event or wellness services during the stay or the event itself, so that it can be put right immediately.

   Where it cannot be resolved on the spot, the same procedure applies as for a complaint about goods.

8. 8.Alternative dispute resolution

   If the buyer is not satisfied with how a complaint has been handled, they have the right to ask the seller for redress and subsequently to submit a proposal for alternative dispute resolution.

   The competent body is the Slovak Trade Inspection Authority (Slovenská obchodná inšpekcia), Inspectorate for the Nitra Region, or another authorised entity listed by the Ministry of Economy of the Slovak Republic.