Returns & Complaints

1Returning goods without giving a reason (withdrawal from the contract)

1. If you bought as a consumer, that is outside the scope of your business activity, you may withdraw from the contract within 14 days without giving a reason.
2. The 14-day period runs from the day you took over the goods. For an order with several types of goods or several parts it runs from the takeover of the last part, and for repeated deliveries from the takeover of the first delivery.
3. It is enough to send us the notice within the period — it does not have to reach us within it.
4. Notify us of the withdrawal by e-mail at info@killaxpablo.com or by letter to our registered office. You may use the model form annexed to the General Terms and Conditions, but you do not have to; an unequivocal statement is sufficient. We will confirm receipt without undue delay.

2What cannot be returned

The right of withdrawal does not apply, in particular, to:

• (a) caffeine pouches whose protective packaging was broken after delivery — an opened can cannot be returned for reasons of hygiene and health protection, unless it is defective;
• (b) merchandise made to your specific requirements, in particular with personalised printing, embroidery, a name or a number;
• (c) goods subject to rapid deterioration or decay;
• (d) goods which, after delivery, were inseparably mixed with other goods;
• (e) digital content not supplied on a tangible medium, where its supply began with your express consent and you were informed of the loss of the right of withdrawal.

These exceptions do not apply to defective goods — you can always complain about defective goods, even if the can has been opened (see point 5).

3How to return the goods

1. Write to us at info@killaxpablo.com, stating your order number and what you are returning. Use the subject line “Order [number] – return”.
2. Send the goods back to us no later than 14 days from the withdrawal. The period is observed if you handed the goods over for carriage within it.
3. You bear the direct costs of returning the goods.
4. YOU MAY TRY THE GOODS. You do not have to return them unused or in undamaged original packaging — you do not lose the right of withdrawal by doing so. Handle them, however, only to the extent necessary to establish their nature and functioning, as you would in a shop.
5. If the goods lose value as a result of handling beyond that extent — for merchandise, for example, by being worn, washed or damaged, or by the tags being removed — we may reduce the refunded amount by that diminished value. We will quantify and justify the reduction.

4Refunds

1. We will refund you no later than 14 days from the day the notice of withdrawal reaches us, including the delivery costs you paid to receive the goods.
2. We refund using the same means of payment you used, unless we expressly agree otherwise and provided it costs you nothing extra.
3. If you chose a delivery method more expensive than the least expensive standard method we offer, we refund delivery at the rate of the least expensive standard method.
4. We may withhold the refund until the goods reach us or until you prove that you have sent them back.

5Defective, damaged or incorrectly delivered goods (complaints)

1. A complaint is different from a return without a reason under points 1 and 3 and is not limited by the 14-day period.
2. On takeover, check that the packaging of the consignment is intact. If the packaging shows signs of unauthorised opening, you do not have to accept the consignment; if you do accept it, inform the carrier and us.
3. Assert the complaint by e-mail at info@killaxpablo.com or in writing at our registered office. State the order number, the designation of the goods and a description of the defect; for caffeine pouches please also enclose a photograph of the packaging showing the batch marking and the date of minimum durability.
4. You may request the removal of the defect by repair or replacement. Where that is not possible, where we have not removed the defect within a reasonable time, where the same defect recurs or where the defect is serious, you may request a reasonable price reduction or withdraw from the contract. Withdrawal is not available for a negligible defect.
5. We will issue you a confirmation of the complaint. In complex cases we will decide on the manner of settlement within three working days. We will settle the complaint no later than 30 days from the day it was asserted, unless we agree a longer period with you.
6. You may notify a defect in the goods within 24 months of takeover; for food, at the latest by the date of minimum durability stated on the packaging. Where a defect becomes apparent within 12 months of takeover, the goods are presumed to have been defective upon takeover.
7. Where a complaint is justified, you are entitled to reimbursement of the costs reasonably incurred in connection with it.

6Merchandise

1. The same 14-day withdrawal period applies to merchandise.
2. You may try clothing on. Please do so carefully and with the tags still attached — just as you would in a shop.
3. We cannot refuse to take back an item that has been worn, washed or damaged, but we may reduce the refunded amount by the resulting diminished value.
4. Personalised merchandise — with printing, embroidery, a name or a number made to your requirements — cannot be returned without giving a reason. We inform you of this in advance when you order and you confirm it by ticking a separate box.
5. The dimensions in the size chart are indicative, with customary manufacturing tolerance, and a deviation within it is not a defect. Nor is a slight colour deviation in a photograph caused by the settings of your device.

7If we cannot reach agreement

1. Please turn to us first with a request for redress. If we reject it or fail to respond within 30 days, you may file a motion for alternative dispute resolution under Act No. 391/2015 Coll.
2. The entity for alternative dispute resolution is the Slovak Trade Inspection or another authorised legal person entered in the list maintained by the Ministry of Economy of the Slovak Republic. If you reside in another EU Member State, you may turn to the entity competent under the law of your country of residence.
3. The supervisory authority is the Slovak Trade Inspection, Inspectorate of the SOI for the Trnava Region, Pekárska 23, 917 01 Trnava. In matters of food, the State Veterinary and Food Administration of the Slovak Republic.
4. This is without prejudice to your right to bring the matter before a court.

8Contact

NGP Tobacco Online s. r. o.

registered office: Mikovíniho 19, 917 02 Trnava, Slovak Republic

e-mail: info@killaxpablo.com

telephone: +421 2 3333 1066