1. Ordering method
You can order the goods online directly in our e-shop fitstream.eu. If for some reason direct ordering does not work for you, you can send your order as an ordinary e-mail to our e-mail address info@fitstream.eu, where you will indicate the exact name of the goods, the exact parameters of the product, the number of pieces ordered, your exact address and phone number.
The condition for the validity of the order is the completion of all mandatory data in the order form. The order is also a proposal for a purchase contract, the conclusion of which does not require confirmation of the order by the seller and the contract is thus formed by the delivery of the goods. Once the order has been sent, we will send you a confirmation of receipt of the order.
The operator of the e-shop fitstream.eu is:
FITSTREAM s.r.o
Valentiniánova 1384/8
851 10 Bratislava,
RN: 35801042
TIN: 2021544833
VAT ID: SK2021544833
2. Obligations of the Seller
We are committed to deliver to our customers:
- The type and quantity of goods at the purchase price and under the payment terms in force on the date of dispatch of the order.
- Goods that comply with the standards, rules and regulations in force in the territory of the Slovak Republic.
- Goods which will be suitably packaged to prevent damage during transit.
We are not responsible for:
- Late delivery of goods caused by the transport company.
- Late delivery of goods caused by incorrect address of the recipient.
- For damage to the shipment caused by the transport company.
- Any failure to deliver the goods due to any restriction or cancellation of distribution rights or other unforeseeable impediments caused by the manufacturer (supplier).
3. Obligations of the Buyer
The Buyer undertakes:
- Take delivery of the ordered goods, check the integrity of the packaging and in the event of any shortcomings, notify us immediately (within 24 hours of receipt) in writing to our e-mail address info@fitstream.eu.
- Pay the purchase price for the goods in the amount and in accordance with the payment terms in force on the date of dispatch of the order.
In the event that the buyer does not take delivery of the goods (on the basis of the order), the seller reserves the right to claim compensation for damages. In the event that the customer does not take delivery of the goods on first delivery and requests redelivery of the goods, the customer shall be liable for the costs of both the first and redelivery of the goods.
4. Prices of goods
The prices listed in our online shop are valid at the time of ordering the goods. We reserve the right to make typographical errors and to change prices in the event of changes in monetary exchange rates, significant increases in inflation or significant changes in supply conditions from manufacturers and other suppliers of goods.
The proof of sale is the invoice that accompanies each shipment, which also serves as the delivery and warranty certificate.
5. Delivery terms
- Delivery date:
Goods that we have in stock are shipped within 24 hours of receiving your order, the next working day. This means that the delivery time should not exceed 3 working days from receipt of the order. If we do not have the goods in stock and they need to be ordered, the delivery time varies between 1-5 weeks depending on the product. We try to give approximate delivery times for each product.
After the order has been processed, we always inform the customer that their order has been sent to the delivery address provided. You can also check the status of your order after registering on our online shop.
If you do not receive the parcel within 5 working days of notification of the dispatch of the order to the delivery address, we recommend that you contact us by phone or by e-mail. It happens that customers do not receive notification from the post office that the parcel has been deposited.
In the event that the ordered goods cannot be shipped according to the above delivery time, we will notify you of the expected delivery date. However, in this case we will ask for your approval. The delivery time may be extended in accordance with the circumstances if the delay is caused by circumstances beyond our control (delay in shipment, loss of shipment...).
If you order an item that we have sold out of, or for any reason the manufacturer (supplier) has withdrawn from sale and has not informed us of this, we will contact you immediately upon discovering this fact (by email or telephone).
- Method of delivery:
Ordered goods are sent by Slovak Post or by mail order. Each order is accompanied by an invoice, which also serves as a delivery note. For orders from abroad, we agree in advance on the terms and conditions of delivery and payment.
6. Postage
We price postage and packing for our customers by country of delivery:
⦁ EU countries
Total order price up to 60 € incl. VAT:
Courier delivery - 4,99 €
Total order price over 60 € incl. VAT :
Courier delivery - FREE
⦁ Rest of the world
Courier delivery - 10 €
7. Order cancellation
Dear customers, buying online brings certain disadvantages in addition to the undeniable advantages compared to buying in a regular shop. Despite the amount of information provided, you may not be able to see the goods on offer, try them out, or you may make a mistake in your order. For these reasons, you have the option to cancel your order. However, you must do so within 12 hours.
Order cancellation conditions
If, after you have placed your order, within 12 hours, you find that the goods you ordered do not suit you or you have made a mistake in your order, you have the option to cancel your order without giving any reason. Please send your cancellation to us at info@fitstream.eu. We will send you a cancellation confirmation and further information on how to proceed.
8. Complaints
Before you collect and pay for the parcel from the post office or courier, check on the spot that the parcel is not damaged. In case of extensive damage (torn packaging, deformation and other extensive damage) we recommend not to accept the parcel. We do not accept claims for shipments already received. In case your parcel has arrived damaged, please inform us by e-mail or by phone. In this case we will send you a new parcel.
Warranty period:
Unless otherwise specified, the goods sold are subject to a statutory warranty period of 24 months. The proof of sale is the invoice, which also serves as the delivery and warranty certificate. The warranty period begins on the day the goods are handed over for delivery to the Slovak Post or a courier, or upon receipt at the shop.
The claim applies only to:
- demonstrable manufacturing defects caused by the manufacturer and detected immediately after delivery or during use
Complaints do not apply to:
- defects caused by the user during normal use of the goods
Wear and tear characteristic of the material or use shall not be considered a defect. It shall not be a defect if the nature of the item sold shows that its service life is shorter than the guarantee period and if, in the normal use of such item, it is subject to general wear and tear before the expiry of the guarantee period.
Complaint procedure:
In order for your claim to be accepted, there are a few rules that must be followed:
- Upon receipt of the goods, please inspect the goods and the invoice, which serves as a delivery and warranty certificate. If you find any defects upon receipt of the goods, it is your responsibility to notify us by e-mail or telephone, but no later than 3 days after receipt of the goods.
- If you find any discrepancy between the invoice and the goods actually delivered (in type, quantity or price), or if you receive an incorrectly filled out invoice with the shipment, or if the proof of purchase is not enclosed, please inform us immediately by e-mail or by phone.
- If you find manufacturing defects, you must first send the goods to our address at your own expense, together with the reason for the complaint. Fill in the claim form (download it HERE), and be sure to include a copy of the tax receipt we sent with the goods and a copy of the delivery slip. We will exchange the goods you have claimed for another one of your choice or refund your money. We do not refund postage and other charges. When returning the goods, please pack them in such a way as to prevent damage. Damage to the goods in transit will result in the claim not being accepted. Please send the goods either as a parcel or by registered letter. If the goods are sent by COD, the parcel will not be accepted.
- The claims process also applies if you have purchased our products on the MALL portal.
Time limit for complaint handling:
Complaints are handled on working days by e-mail or telephone. Complaint procedure starts on the day of receipt of the claimed goods by the Seller and ends on the day of sending the processed complaint to the Buyer.
We will usually decide on the validity of the claim within 3 working days of receipt of the claimed goods. However, sometimes it happens that the goods need to be sent directly to the manufacturer for assessment. In this case, the time limit for deciding whether the claim is justified will be extended. We will inform you of the outcome by e-mail unless otherwise agreed.
A legitimate complaint, including the rectification of the defect, will be handled at our expense without undue delay, at the latest within 30 calendar days from the date of the commencement of the complaint procedure.
9. Withdrawal from the contract /order cancellation, return of goods/
1. If the Seller fails to perform the contract because he cannot deliver the ordered goods, he is obliged to inform the Buyer immediately and to refund the price paid for the goods or the advance payment (unless the Seller and the Consumer agree on an alternative performance) within 15 days. In the event of replacement performance, the Seller shall deliver the goods to the Buyer in the same quality and price.
2. The buyer is entitled to withdraw from the contract without giving any reason and return the goods to the seller within 14 calendar days from the date of receipt of the goods (§ 7 (1) of Act No. 102/2014 Coll. on consumer protection in door-to-door sales and mail order sales, as amended). The Seller shall refund to the Buyer the price paid for the goods or a part thereof (points 8.6 and 8.7), no later than within 15 days from the date of withdrawal from the contract and delivery of the goods to the Seller by wire transfer to the account specified by the Buyer. The costs of returning the goods shall be borne by the Buyer.
3. Cancellation of the contract must be made in WRITTEN FORM, either by e-mail to info@fitstream.eu (within 12 hours of confirmation and without giving any reason).In the event of cancellation of the order after confirmation more than 12 hours, the Buyer is obliged to pay the Seller for the damage incurred in connection with the provision of goods.
Unannounced shipments will not be accepted, so we strongly urge you to inform us in advance of your intention to return the goods! Goods sent COD will not be accepted!
4. The e-mail must clearly express the buyer's intention to withdraw from the purchase contract and must contain all the necessary elements for the identification of the buyer, i.e. it is necessary to indicate in particular:
- order number
- the date of the order
- the name and address of the buyer/customer specified in the order
- the exact specification of the goods (name, number of pieces) that the buyer is returning
- scan of the purchase receipt
5. At the same time, the buyer shall return the goods to the seller within 14 working days from the date of withdrawal from the contract, regardless of whether the goods have been used or have defects that were not caused by the consumer, reasonable care of the goods must be maintained. We recommend that the goods are sent to the Seller's address in the form of an insured parcel, suitably packaged to prevent damage to the goods. The goods must be delivered to the Seller together with the accessories (including instructions or warranty card), a copy of the invoice and a short request expressing the Buyer's intention to return the goods. In the request, please also include a bank account number.
Delivery address for the return of goods:
Name of the recipient: FITSTREAM s.r.o
Street: Valentiniánova 8
Postal code and city: 85110 Bratislava
Country: Slovakia
6. If the Buyer withdraws from the contract and delivers the goods to the Seller unused, undamaged and in the original packaging, the Seller shall refund the Buyer the full purchase price paid for the goods, excluding the cost of postage.
7. If the Buyer withdraws from the Contract and delivers the Goods to the Seller in other than their original intact condition and packaging (e.g. stripped of the original packaging, used, incomplete, damaged or contaminated), the Seller shall refund to the Buyer the price paid for the Goods less the value of the repair and restoration of the Goods to their original condition and/or the value of their wear and tear (in accordance with Section 457 of the Civil Code).9.
9. Resolving consumer disputes through the European RSO platform
If the customer is not satisfied with the manner in which the Seller has handled his complaint or believes that the Seller has violated his rights, the customer has the right to contact the Seller with a request for redress. If the Seller responds to the Customer's request under the preceding sentence in a negative manner or fails to respond to such a request within 30 days from the date of its dispatch by the Customer, the Customer shall have the right to submit a proposal for the initiation of an alternative dispute resolution pursuant to the provisions of Section 12 of Act No. 391/2015 Coll. on Alternative Dispute Resolution of Consumer Disputes and on Amendments and Additions to Certain Acts. Similarly, the Seller's claims against the Buyer may be filed through the European platform. The competent entity for alternative dispute resolution of consumer disputes with the Seller is the Slovak Trade Inspection or another competent authorised 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 http://www.mhsr.sk/; the Customer has the right to choose which of the above alternative dispute resolution entities to turn to. The customer may use the online dispute resolution platform available at http://ec.europa.eu/consumers/odr/ to submit a proposal for alternative dispute resolution of his/her consumer dispute .
10. Final provisions
The Seller reserves the right to amend these Terms and Conditions and the Complaints Policy without prior notice to the Buyer. In the event of a change to the terms and conditions or terms and conditions of complaint, the entire purchase process shall be governed by those terms and conditions that were in force at the time the Buyer placed the order and these are available on the Seller's website.
2.An integral part of these terms and conditions is the Complaints Policy.
3. By submitting the order, the Buyer has read the terms and conditions as well as the Complaints Policy and has understood their wording.
These terms and conditions, including their integral parts, come into force and effect on 1 May 2020.
5. These Terms and Conditions and the Complaints Policy shall become effective against the Buyer upon conclusion of the Purchase Agreement.