General Terms and Conditions

1. Seller and contact details

The seller is PANAKEIA SK s. r. o., Žabinská 2081/2, 911 05 Trenčín, Slovak Republic, company registration number 52576418, tax identification number 2121077882, VAT identification number SK2121077882, registered in the Commercial Register of the District Court Trenčín, section Sro, entry 38795/R. Contact: panakeia@panakeia.sk, telephone +421 948 735 144. We also handle returns and complaints at this address.

These terms apply to purchases in the online shop https://www.panakeia-shop.com, in the English language version. A consumer is an individual purchasing outside their trade, business or profession. These terms cannot restrict statutory consumer rights.

If you purchase as a business for business purposes, the relevant provisions of the Slovak Commercial Code apply; specific consumer rights apply only to the extent granted to you by the applicable law. Protection granted by mandatory local rules to certain individuals acting in business remains unaffected.

2. Orders and conclusion of the contract

We state the main characteristics, price and availability of the goods. Place the goods in the basket and select your delivery and payment methods. You can check and correct your details before submitting the order. You will see the total price, including applicable taxes, delivery and any additional services selected. By submitting an order clearly marked as carrying an obligation to pay, you undertake to pay this price.

The automatic acknowledgement of receipt means that we have received your order in our system. The sales contract is concluded when our confirmation accepting the order reaches your email address. The confirmation includes the goods, price, payment and delivery methods and the agreed delivery period. You will receive the terms and information on withdrawal on a durable medium together with the contract confirmation. We conclude the contract in the language of the selected shop version; we will make the stored order details available to you on request.

3. Prices, payment and delivery

Goods prices include VAT at the applicable rate for the delivery destination. Delivery costs and any fees are shown before you submit the order. Available payment methods, their conditions and delivery methods are listed in the basket and on the Delivery and paymentpage. You pay using the method and within the period stated in the order confirmation. A later price change on the website does not change the price of a contract already concluded.

When announcing a price reduction, we display the previous price according to the rules of the customer's country; this is generally the lowest price in the preceding 30 days. The final price and all charges are available before you commit to paying.

We deliver the goods within the agreed period. If no other period is agreed, we deliver without undue delay and no later than 30 days after the contract is concluded. If delivery is delayed, you have a statutory right to require delivery within an additional reasonable period and subsequently to withdraw. An additional period is unnecessary if we have refused delivery or timely delivery was essential and you informed us of this before the contract was concluded.

The risk of loss or damage passes to you only when you or a person designated by you, other than the carrier, takes possession of the goods. If you independently appoint a carrier we have not offered, the specific statutory rule for handing goods to that carrier applies. Please report shipment damage as soon as possible; inspection in the carrier's presence or immediate notification is not a condition of your statutory rights.

4. Withdrawal from the contract

For a distance purchase, you may, as a consumer, withdraw without giving a reason within 14 days of receiving the goods. If one order arrives in separate deliveries, the period starts when you receive the last goods; for goods consisting of several parts, when you receive the last part; for regular deliveries, when you receive the first delivery. Sending the notice on the last day of the period is sufficient.

Send an unequivocal notice to panakeia@panakeia.sk or our postal address. You may use the model withdrawal form, but doing so is not mandatory. You can also withdraw from an online contract using the withdrawal function. We will acknowledge receipt of a notice submitted through this function without delay on a durable medium, including the date and time.

Send or hand over the goods to our address within 14 days of notifying us of withdrawal. For withdrawal without giving a reason, you bear the direct return costs unless we have agreed to pay them. This differs from a complaint about defective goods, for which we bear the costs. Do not send goods cash on delivery.

Within 14 days of receiving your notice, we will refund the payments received, including the cost of the least expensive standard delivery method we offered. Unless we have offered to collect the goods ourselves, we may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever occurs first. We will refund you using the same payment method you used, unless you expressly agree to another method at no additional cost.

You are liable only for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. We do not charge a flat withdrawal fee.

The right of withdrawal does not apply, in particular, to goods made to your specifications or personalised goods, goods liable to deteriorate rapidly, or sealed goods unsuitable for return for health protection or hygiene reasons if you broke their protective seal after delivery. For cosmetics, this exception applies only when these conditions are met; merely opening an ordinary box does not automatically create the exception. An exception to withdrawal does not restrict rights concerning defective or unsafe products.

5. Defective goods and complaints

We are responsible for the conformity of the goods with the contract and for defects for which the seller is liable by law. Your rights to remedies free of charge and the procedure for exercising them are described in our Complaints policy and the rules for your country below. Statutory rights also apply to discounted goods and do not depend on unopened packaging.

6. Reviews

For reviews, we distinguish the author's registration from verification of a purchase. Registration alone does not prove that the author bought or used the product. The specific procedure for submitting, verifying, moderating and publishing reviews: A registered customer who is logged in can submit a review. We approve reviews before publication. We send the review invitation 14 days after the shipment is marked as delivered. If we display reviews taken from another service or a translated review, we state the verification method and indicate that the content was taken from another source or translated alongside the relevant content.

7. Dispute resolution and governing law

If you are dissatisfied with how we handle your request, send us a request for redress. If we reject it or do not respond within 30 days of its dispatch, you may, subject to statutory conditions, apply for alternative dispute resolution to the Slovak Trade Inspection or another authorised body under the Slovak law on alternative resolution of consumer disputes. Information and a list of bodies are available at soi.sk and the Slovak Ministry of Economy website. For a cross-border dispute, the European Consumer Centre in your countrymay assist you. This does not affect your right to bring proceedings before a court.

The contract is governed by Slovak law. This choice does not deprive you of the protection of mandatory rules of your country of habitual residence guaranteed by Article 6 of the Rome I Regulation. As a consumer, you may also bring proceedings in the competent court in your country of domicile; we may bring proceedings against you only in the competent court in your country of domicile.

8. Rules for the customer's country

9. Effective date

These terms take effect on 25 October 2026. The version in force when the order was concluded applies to that order. Information on data processing is available in our Privacy policy.