Complaints, exchanges and warranty

Complaints, exchanges and warranty

This page summarises the rights of consumers. The detailed rules are in the Terms and conditions.

Right of withdrawal (14 days)

As a consumer you may withdraw from the purchase without giving a reason within 14 days of receiving the product. Tell us by e-mail (info@g-online.hu) or by post, and return the product (or bring it to our store) within 14 days of your notice. The cost of returning the product is paid by the customer. We refund the price and the cost of the cheapest delivery method within 14 days of receiving your notice, but not before the product has arrived back; card payments are refunded to the card.

Important: under Government Decree 45/2014 (II. 26.), section 29 (1) e), the right of withdrawal does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed after delivery. This applies to most cosmetics: for hygiene reasons we cannot take back opened cosmetic products.

Exchange

If a product is damaged, faulty or not what you ordered, we replace it free of charge or, if that is not possible, refund the price. Please check the parcel on delivery; if it is damaged, have the courier record it and tell us within 3 working days, with a photo. Unopened products can be exchanged within the 14-day withdrawal period.

Warranty for defects (implied warranty)

If the product is defective, under the Hungarian Civil Code (section 6:159) you can ask for repair or replacement, or, if that is not possible, a price reduction or withdrawal. Report the defect without delay, at the latest within 2 months of discovering it. For consumer contracts the claim can be made for 2 years from delivery; in the first year the defect is presumed to have existed at delivery unless proven otherwise. For products with an expiry date, the warranty lasts at most until that date.

Product warranty

You may also claim against the manufacturer or distributor (Civil Code section 6:168), in which case only repair or replacement can be requested, within 2 years of the product being placed on the market. The two claims cannot be made at the same time for the same defect.

Guarantee

The mandatory guarantee under Government Decree 151/2003 (IX. 22.) does not apply to the cosmetic products we sell. This does not affect your warranty rights above.

Complaints

  • e-mail: info@g-online.hu
  • telephone: +36 30 433 9911
  • in person: Gerovital Brand Store, 1061 Budapest, Andrássy út 39.
  • by post: G-Online Kft., 1193 Budapest, Szigligeti u. 52., Hungary

Please give the order number, the product name and a description of the problem, with a photo if possible. Verbal complaints are examined immediately; we answer written complaints in writing within 30 days and keep the records for 3 years.

If we cannot settle your complaint, you can turn to the conciliation board of your place of residence or to the courts. The board competent for our registered office: Budapest Conciliation Board (Budapesti Békéltető Testület), 1016 Budapest, Krisztina krt. 99., e-mail: bekelteto.testulet@bkik.hu, web: bekeltet.bkik.hu.