Refund policy

Effective date: September 15, 2026

Right of Withdrawal (14-Day Return Right)

If you are a consumer who has concluded a purchase agreement outside the scope of your business activity, you have the right to withdraw from the purchase agreement without giving any reason.

The withdrawal period is 14 days from the day:

  • you (or a third party other than the carrier) receive the goods,
  • you receive the last delivery of goods, if the order consists of several types of goods or several parts,
  • you receive the first delivery of goods, if the order involves regular, repeated delivery of goods over a set period.

To exercise the right of withdrawal, please inform us of your decision to withdraw from the agreement by a clear statement (for example, a letter sent by post or an email) before the withdrawal period expires. You can contact us at:

UNICATO s.r.o.
Email: orders@gaiaspa.eu
Phone: +421 940 652 650
Warehouse / return address: UNICATO s.r.o., Priemyselná 1772, 972 71 Nováky, Slovak Republic

Exceptions to the Right of Withdrawal

In accordance with applicable consumer protection law, the right of withdrawal does not apply, among other things, to:

  • the supply of goods made to the consumer's specifications or clearly personalized,
  • the supply of goods which are liable to deteriorate or expire rapidly,
  • the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (for example, opened cosmetic or wellness products where the protective seal has been broken),
  • the supply of goods which, after delivery, according to their nature, are inseparably mixed with other items.

Returning the Goods

If you withdraw from this agreement, you must return the goods to us without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal to us. The deadline is met if you send the goods back before the 14-day period expires.

You will bear the direct cost of returning the goods.

Goods must be returned undamaged, unworn, unwashed and, if possible, in their original packaging, complete with any accessories.

Refunds

If you withdraw from this agreement, we will reimburse all payments received from you, including the cost of standard delivery (excluding any supplementary costs if you chose a delivery method other than the least expensive standard delivery offered by us), without undue delay and, in any event, no later than 14 days from the day on which we are informed of your decision to withdraw. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent the goods back, whichever is the earliest.

We will carry out the reimbursement using the same means of payment as used for the initial transaction, unless you have expressly agreed otherwise, and you will not incur any additional fees as a result of the reimbursement.

Warranty and Complaints (Defective Goods)

We are responsible to you for ensuring that the goods are free from defects at the time of receipt. If a defect appears within six months of receipt of the goods, it is presumed that the goods were already defective at the time of receipt.

Consumers may exercise rights relating to defects that appear in consumer goods within 24 months of receipt, except where the goods were sold at a reduced price due to a defect for which the reduced price was agreed, or the defect corresponds to normal wear and tear.

If a defect occurs, you may submit a complaint by contacting us at orders@gaiaspa.eu and, depending on the nature of the defect, request:

  • free repair of the defect, or replacement of the goods with new goods, for remediable defects,
  • a reasonable discount on the purchase price, or withdrawal from the agreement, for defects that cannot be remedied.

We will confirm receipt of your complaint without undue delay and will inform you of the outcome no later than 30 days from the date the complaint was made.

Out-of-Court Dispute Resolution

If you are not satisfied with how we handled your complaint, or believe we have violated your rights, you may contact the Slovak Trade Inspection (Slovenská obchodná inšpekcia), Prievozská 32, 827 99 Bratislava, Slovak Republic, website: https://www.soi.sk/, or use the European Commission's Online Dispute Resolution platform at http://ec.europa.eu/consumers/odr.

Questions

If you have any questions about returns, refunds, or warranty claims, please contact us at orders@gaiaspa.eu or +421 940 652 650 (Mon–Fri, 7:00–15:00 CET).