Returns

Return & Refund Policy

(Return & Refund Policy)

Last updated: 6 October 2026

At Bestio Group s.r.o. we care about our customers’ satisfaction. If you are not satisfied with your purchase, you may exercise your statutory right to withdraw from the contract or contact us about notifying a defect (warranty claim) or returning the goods.

1. Withdrawal from the contract

As a consumer, you have the right under Sections 19 and 20 of Act No. 108/2024 Coll. to withdraw from a purchase contract concluded via the online store without giving a reason within 14 days from the date of receipt of the goods.

To meet the deadline it is sufficient to send the notice of withdrawal before the deadline expires.

You may withdraw from the contract:

  • by e‑mail to support@bestio.sk
  • in writing to the company’s registered address
  • using the model withdrawal form set out in Article 10 (its use is not mandatory)
  • online with “Withdraw from the contract here” on the withdrawal page, without logging in; the confirmation of receipt arrives by e-mail straight away

2. Returning goods

After withdrawing from the contract you are obliged to send the goods back no later than 14 days.

Return address:

Bestio Group s.r.o.

Ohrazenice 160

262 23 Ohrazenice

Czech Republic

3. Condition of returned goods

Returned goods should be:

  • complete,
  • clean,
  • if possible in the original packaging,
  • including all accessories.

You may try the goods in a similar way as you would in a physical store.

If, however, the value of the goods is reduced due to use beyond what is necessary to familiarize yourself with their properties and functioning, you are liable for that reduction in value.

4. Refund of the purchase price

We will refund all payments, including delivery costs (to the extent of the cheapest delivery method offered), no later than 14 days from the day we receive the notice of withdrawal from the contract. We may withhold the refund until the goods have been delivered back to us or until you prove that you have sent them back, whichever occurs first.

We refund money using the same payment method with which the order was paid, unless we agree otherwise.

5. Return costs

The costs of returning the goods upon withdrawal from the contract are borne by the customer.

If defective or incorrect goods were delivered, the costs of their return are borne by Bestio Group s.r.o.

6. Liability for defects and notification of a defect (warranty claim)

If you have received:

  • damaged goods,
  • a non-functioning product,
  • an incorrect product,
  • an incomplete shipment,

contact us as soon as possible at:

support@bestio.sk

For faster processing we recommend attaching photographs of the defect or damage.

We are liable for any defect that the goods have at the time of delivery and that becomes apparent within two years of delivery (Section 619(1) of Act No. 40/1964 Coll., the Civil Code, hereinafter the “Civil Code”). If the defect becomes apparent within this period, it is presumed that the goods already had it upon delivery (Section 620(1) of the Civil Code).

A defect must be notified within two months of its discovery, and no later than two years from delivery (Section 621(3) of the Civil Code). You have the right to have the defect remedied by repair or replacement, to a reasonable discount on the purchase price or to withdraw from the contract (Sections 621 to 624 of the Civil Code).

We will promptly issue you a written confirmation of the notified defect stating the period for its remedy, which may not exceed 30 days from the day of notification (Section 622(3) of the Civil Code). If we reject liability for the defect, we will inform you of the reasons in writing (Section 622(4) of the Civil Code). The costs of remedying the defect, including transport of the goods, are borne by us (Section 623(3) to (5) of the Civil Code).

7. Goods that cannot be returned

You cannot withdraw from the contract in particular in the case of:

  • goods made to the consumer’s specifications or made to measure,
  • goods that are liable to deteriorate or expire rapidly,
  • goods sealed in protective packaging which are not suitable for return for health protection or hygiene reasons, if the protective packaging has been broken after delivery (Section 19(1)(c) to (e) of Act No. 108/2024 Coll.),
  • other cases listed in Section 19(1) of Act No. 108/2024 Coll.

8. Compatible spare parts

We sell original and compatible spare parts and filters.

The buyer is obliged before ordering to verify the compatibility of the product with their device according to the indicated designation or to contact us.

The fact that a customer orders an incorrect compatible product due to an incorrectly entered device model does not in itself constitute grounds for accepting a warranty claim. This does not affect the consumer’s statutory right to withdraw from the contract within 14 days.

9. Contact details

Bestio Group s.r.o.

Ohrazenice 160

262 23 Ohrazenice

Czech Republic

Company ID: 24878553

VAT ID: CZ24878553

E-mail: support@bestio.sk

10. Model withdrawal form

(Complete and return this form only if you wish to withdraw from a distance contract or an off-premises contract.)

  • To: Bestio Group s.r.o., Ohrazenice 160, 262 23 Ohrazenice, Czech Republic, e‑mail: support@bestio.sk
  • I/We* hereby give notice that I/We* withdraw from my/our* contract for the supply of the following goods: ..............
  • Ordered on/received on*: ..............
  • Name of consumer(s)*: ..............
  • Address of consumer(s)*: ..............
  • Signature of consumer(s)* (only if this form is submitted on paper): ..............
  • Date: ..............

* Delete as appropriate.