Complaints and returns
This English version is provided for convenience only. In the event of any discrepancy, the Slovak version shall prevail. This does not affect any mandatory rights you have as a consumer.
Complaints
If a defect or damage has appeared on the goods you bought, we are sorry about the situation. We deal with every complaint individually and with an emphasis on settling it as quickly as possible.
To speed up the process, please send us detailed information about the problem together with photos of the defect to the e-mail address info@zrubko.sk. Once we have received the documents, we will contact you shortly with the next steps. You can also make a complaint in person at the shop or by post to the address given below.
The detailed conditions for complaints can be found in the terms and conditions: >>> HERE.
Complaint form:
Returns
In accordance with the law, a consumer has the right to withdraw from the contract without giving any reason within 14 days of receiving the goods. You can withdraw from a contract concluded in the e-shop using the withdrawal button in the order details – open them via the link in the order confirmation e-mail or on the My order page by entering the order number and e-mail address, even without registering. After sending it, you will receive a confirmation by e-mail. You can also withdraw by e-mail to info@zrubko.sk, by post or using the form below.
We recommend returning the goods complete, unused and, where possible, in their original packaging; however, the consumer is liable only for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning. We will refund all payments you have made to us, including the cost of delivering the goods (up to the cost of the cheapest standard delivery method), no later than 14 days from the date on which your notice of withdrawal is delivered to us, using the same method that was used for the payment (unless we agree otherwise). We may withhold the refund until we have received the goods back or until you have proven that you have sent them back; this does not apply where we arrange collection of the goods. Goods cut or otherwise adapted to size at your request (including goods cut as part of the Cutting to size service) cannot be returned by withdrawing from the contract. This exception applies only to withdrawal from the contract without giving a reason; rights arising from liability for defects remain unaffected.
The conditions for withdrawing from the contract can be found in the terms and conditions: >>> HERE.
Withdrawal form:
Where to send the goods?
Zrubko s. r. o.
Hviezdoslavova 1118
024 01 Kysucké Nové Mesto
E-mail: info@zrubko.sk
Tel.: +421 911 869 777
Please note: When withdrawing without giving a reason, you bear the direct costs of returning the goods; however, for goods that cannot be returned by post (e.g. sawn timber, cladding and long profiles), you bear no more than the original delivery charge disclosed before the order was submitted, or €100 including VAT for collection in person, free delivery or a delivery charge not disclosed in advance. We bear the costs exceeding this cap, including when you use your own carrier. On request, we will arrange return collection; you can also hand the goods over in person at our shop at the address above. Details, including reimbursement of the difference, are set out in Article 8 of the terms and conditions. This rule does not apply to complaints about defective goods. The goods must be packed securely so that they are not damaged in transit.
Effective from 10 October 2026.