Returns and Complaints

Last updated: 29.12.2025

We aim to ensure that every order meets our customer’s expectations. Below you will find the terms regarding withdrawal from contract, returns and complaints for products purchased from Ventana Doors.

1. General right of withdrawal

If you are a consumer and entered into the contract at a distance, you generally have the right to withdraw from the contract within 14 days from the day you receive the goods without giving any reason, unless otherwise follows from the nature of the goods or applicable law.

To exercise the right of withdrawal, it is sufficient to send us an unambiguous notice by e-mail to info@ventanadoors.sk or by another agreed method within the applicable period.

2. When the right of return does not apply

The right of withdrawal generally does not apply to goods made to the consumer’s specifications or clearly personalised.

For our assortment, this may include in particular:

doors in non-standard sizes;
doors, frames, architraves, extensions and other elements manufactured or assembled for a specific order;
goods with individually agreed colour, finish, glass, hardware, opening direction or other non-standard configuration;
other items manufactured or configured specifically according to the customer’s requirements.

3. Return of standard in-stock goods

For standard in-stock goods, the right of withdrawal may apply subject to legal requirements and return conditions.

If the packaging has been opened but the goods show no signs of installation, use, damage or deterioration, acceptance of such return is determined only upon additional agreement with the seller.

The customer is liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

4. Exchange of goods

A voluntary exchange of standard in-stock items in the absence of a defect or delivery error is not provided.

If the goods are defective, damaged or delivered contrary to the confirmed order, the matter will be handled under the complaint procedure in accordance with applicable law.

5. Conditions for returning goods

In the event of a valid withdrawal from the contract or an agreed return, the goods must be returned in a condition that allows their conformity with the order and their condition to be assessed.

We recommend including with the return:

the order number or other purchase identification data;
proof of purchase or order confirmation;
a description of the reason for return, where needed for handling the request.

6. Return shipping

In the case of returning goods without a defect or when exercising the right of withdrawal, the direct cost of return shipping is borne by the customer.

Return logistics for oversized goods, including doors, frames and related elements, are organised at the customer’s expense.

Before sending the return, we recommend agreeing with us in advance on the return method and address.

7. Refunds

In the event of a valid withdrawal from the contract, we will refund payments received from the customer for the goods without undue delay and no later than the period required by applicable law.

We may withhold the refund until we receive the goods back or until proof of return shipment has been provided, whichever occurs first.

If the customer chose a more expensive delivery method than the standard offered option, the difference in delivery cost may not be refundable.

8. Damage during delivery or defective goods

Upon receipt of the goods, we recommend immediately checking:

the condition of the packaging;
the number of packages;
completeness;
any visible damage.

If damage is found, we recommend:

recording it in the carrier’s documents;
taking photos or videos;
informing us as soon as possible.

9. How to submit a complaint

A complaint may be submitted by e-mail to info@ventanadoors.sk or by another agreed method.

For faster processing, please provide:

the order number or other purchase identification data;
a description of the issue;
photos or videos of the defect or damage;
where available, photos of the packaging and transport documents.

10. Complaint handling

Complaints are handled without undue delay in accordance with applicable law.

If a complaint is justified, the customer is entitled to the remedy provided by law, including repair, replacement of the goods, a price reduction or, in cases provided by law, a refund.

11. Contact

For returns or complaints, please contact us:

VENTANA.SK s. r. o.
E-mail: info@ventanadoors.sk
Phone: +421 949 288 864

12. Alternative dispute resolution

If a dispute between the seller and the consumer cannot be resolved directly, the consumer may contact an alternative dispute resolution entity in Slovakia, including the Slovak Trade Inspection (Slovenská obchodná inšpekcia, SOI).

Seller information

Company: VENTANA.SK s. r. o.
Registered office: Kadnárova 2519/59, 831 51 Bratislava – Rača, Slovakia
IČO (Company ID): 55085504
DIČ (Tax ID): 2121885238
IČ DPH (VAT ID): SK2121885238
Director: Terekhov Sergiy
Registration: Commercial Register of the City Court Bratislava III, Section: Sro, Insert No. 166249/B
Showroom: Námestie 1. mája 18, 811 06 Bratislava
Phone: +421 949 288 864
E-mail: info@ventanadoors.sk