Complaints Procedure

1. General provisions

This procedure governs how complaints about food and drinks ordered through pelmeni4ki.com are submitted and handled. It forms an integral part of the Terms and Conditions.

2. Grounds for a complaint

• the order is incomplete — a dish, drink or extra is missing,
• a different dish was delivered than the one ordered,
• the food is clearly spoiled, cold, or otherwise below normal quality,
• the packaging was damaged on receipt and the contents are unusable.

Complaints do not cover subjective judgement of taste, spiciness or seasoning where the dish matches its description on the site.

3. Deadlines

Given the nature of the goods, the buyer must check the order immediately on receipt and report any defect without undue delay, at the latest within 24 hours. Later complaints about food quality cannot be considered.

4. How to submit a complaint

Call +421 949 703 099 or write to info@pelmeni4ki.com. Please include:

• order number and date,
• name and phone number,
• description of the defect,
• a photo of the item where possible.

5. Handling of complaints

We issue a confirmation of receipt. Complaints are resolved immediately, and in complex cases no later than within 30 days of submission.

Depending on the defect and by agreement, a complaint is settled by:

• delivering the missing or a replacement dish,
• a reasonable price reduction,
• refunding the price of the item by the same method used for payment.

6. Supervisory authority

If you are not satisfied with the outcome, you may contact the Slovak Trade Inspection (SOI), Bratislava Region Inspectorate, Bajkalská 21/A, P. O. Box 5, 820 07 Bratislava, or use ec.europa.eu/consumers/odr.