Refund & Complaints Policy
Seller:
MOANA DS, s. r. o.
Koplotovce 335,
920 01 Koplotovce
Slovak Republic
Company ID: 51718481
VAT ID: SK2120773875
Contact for complaints and withdrawal:
e-mail: support@moanads.eu
phone: +421 949 137 918
Return address:
MOANA DS, s. r. o.
Koplotovce 335
920 01 Koplotovce
Slovak Republic
1. Purpose
This document regulates complaints, liability for defects, returns and withdrawal from distance contracts for purchases on moanads.eu. It applies to Consumers and Business Buyers; consumer-only rights apply only to Consumers. The goods are physical products, mainly food supplements, where hygiene, sealed packaging, storage and minimum durability are important.
2. Checking the shipment
The Buyer should check the package upon receipt. Visible damage should be reported to the carrier and the Seller. If hidden damage is found after unpacking, the Buyer should promptly send photos of the outer package, filling, carrier label, damaged goods and order number.
3. Liability for defects
The Seller is liable to Consumers that the goods conform to the contract, are delivered in the correct quantity, quality and packaging, and are suitable for usual use. For new consumer goods in the EU, a minimum two-year legal guarantee generally applies unless the Consumer’s applicable mandatory law provides stronger protection.
For food supplements, liability does not cover defects caused after receipt by improper storage, misuse, mechanical damage, opening sealed hygienic packaging without an existing defect, use after expiry/minimum durability, or use contrary to label instructions. Subjective dissatisfaction with taste, smell, consistency or expected effect is not necessarily a defect.
4. What is a complaint
A complaint is the exercise of rights arising from defective goods, for example damaged goods, incomplete delivery, wrong product, wrong quantity, expired product, damaged inner protective seal or other non-conformity. A 14-day return without defect is a withdrawal, not a complaint.
5. How to submit a complaint
Submit complaints by e-mail to support@moanads.eu. Include name/company, e-mail, order number, product name, quantity, defect description, date of discovery, preferred solution and photos if relevant. Before sending goods back, contact the Seller and wait for instructions. Goods sent cash on delivery do not have to be accepted.
6. Assessment
The complaint may be assessed by the Seller or an authorised service/expert centre. For food supplements, assessment may include batch number, minimum durability date, packaging, storage conditions and photos. The Buyer must provide reasonable cooperation.
7. Complaint resolution
If the complaint is justified, the Seller may provide replacement, delivery of missing goods, refund, appropriate discount or another remedy required by law. For food supplements, replacement or refund will usually be the practical remedy.
8. Complaint costs
If the complaint is justified, the Seller bears reasonable necessary costs to the extent required by law. The Buyer should use an economical shipping method and follow the Seller’s instructions.
9. 14-day consumer withdrawal
A Consumer may withdraw from a distance contract without giving a reason within 14 days from receiving the goods. If goods are delivered in several parts, the period generally starts when the last part is received. Sending the withdrawal notice before the period expires is sufficient.
Withdrawal can be sent to support@moanads.eu. The Consumer should attach the form below and include a copy in the return package.
10. Exceptions
Withdrawal is not possible where excluded by law. For food supplements, the key exception is sealed protective or hygienic packaging that has been opened after delivery and cannot be returned for health or hygiene reasons. Withdrawal may also be refused for goods damaged by the Consumer, goods inseparably mixed with other goods, or goods that cannot safely be returned to sale.
11. Condition of returned goods
The Consumer must return goods complete, undamaged, with accessories and original packaging where possible. For food supplements, inspection normally means checking the outer packaging and label without breaking the hygienic or safety seal. The Consumer is liable for diminished value caused by handling beyond what is necessary.
12. Returning goods
The Consumer must send or hand over the goods within 14 days after withdrawal unless agreed otherwise. Return address: MOANA DS, s. r. o., Koplotovce 335, 920 01 Koplotovce, Slovak Republic. Return shipping costs for withdrawal without defect are borne by the Consumer. Use tracked shipping and keep proof of dispatch.
13. Refunds
The Seller will refund payments no later than 14 days after receiving the returned goods or proof of dispatch, whichever occurs first, unless mandatory law requires otherwise. The Seller may withhold the refund until the goods are received or proof of dispatch is provided. Refunds are made using the same payment method unless agreed otherwise.
14. Exchanges and uncollected parcels
The Seller does not provide an automatic right to exchange non-defective goods beyond statutory withdrawal unless stated otherwise. Failure to collect a parcel is not automatically a valid withdrawal. The Seller may claim reasonable costs caused by non-collection.
15. Model withdrawal form
Complete and send this form only if you wish to withdraw from the contract.
To:
MOANA DS, s. r. o.
Koplotovce 335
920 01 Koplotovce
Slovak Republic
e-mail: support@moanads.eu