Terms and conditions

1. Operator of the Online Store

The online store available at the internet address https://www.takofoods.eu/ (hereinafter: the Website) is operated by:

TAKO FOODS HUNGARY Kft.
Medve utca 28-30. 1st floor, door 1
1027 Budapest, Hungary
Company ID: 01-09-359885
VAT ID: HU27975750
Tax ID: 27975750-2-41
Phone: +36 706 183 299
E-mail: officebp@takofoods.eu

(hereinafter: the Service Provider).

Service Provider’s Bank Account Details

If and when applicable, the following data will be provided on the Website and/or order confirmation:

• Account holding bank:
• Account number:
• IBAN:
• SWIFT code:

2. Customer Service

Users can contact the Service Provider’s customer service through the following channels:

2.1. By Telephone

Phone number: +36 706 183 299 — the call is not premium-rate.
Available on business days: Mon–Fri 08:30–16:30 (CET)
Public holidays: Closed

2.2. By E-mail

E-mail address: info@takofoods.eu
Message: a contact form is available under the “Contact” menu item on the Website.
The Service Provider answers e-mails received via these channels within 2 business days from receipt.

3. Stipulation of Hungarian Law

3.1. The service provided by the Service Provider operating the Website available at the above internet address is directed to Hungary. Within the framework of this agreement, Hungarian and European law shall apply to the provision of the service, to the Service Provider, and to Users, with particular regard to:

• Regulation (EU) 2018/302 of the European Parliament and of the Council (28 February 2018) on addressing unjustified geo-blocking and other forms of discrimination based on customers’ nationality, place of residence or place of establishment within the internal market, and amending Regulations (EC) No 2006/2004 and (EU) 2017/2394 and Directive 2009/22/EC,
• Act V of 2013 on the Civil Code (hereinafter: the Civil Code),
• Act CLXIV of 2005 on Trade,
• Act CLV of 1997 on Consumer Protection,
• Government Decree 45/2014 (II. 26.) on the detailed rules for contracts between consumers and businesses,
• Act CVIII of 2001 on certain issues of electronic commerce services and information society services,
• Act XLVIII of 2008 on the basic requirements and certain restrictions of commercial advertising activities,
• Decree 19/2014 (IV. 29.) NGM on the procedural rules for the handling of warranty and guarantee claims for goods sold under a contract between a consumer and a business.

3.2. Dates and time periods mentioned in these General Terms and Conditions of Contract and Use (hereinafter: Terms or GTC) are to be understood in Central European Time (CET/CEST as applicable).

3.3. Business days, public holidays and national holidays referenced herein shall be understood as Hungarian business days, public holidays and national holidays.

4. Scope and Parties

4.1. These Terms apply to the services available on the Website, to the use of the Website, and to the sale and purchase of products that can be ordered in the online store operating on the Website.

4.2. The parties to the contract:

• 4.2.1. The Service Provider identified above, as the operator of the Website and the seller of the products / provider of services.
• 4.2.2. The User, as the buyer ordering products from the online store, and any person visiting the pages of the Website. Any natural person with legal capacity, legal person, or business entity without legal personality, including foreign entities, may be a User, provided they accept these Terms and acknowledge them as binding. Under these Terms, a contract may be concluded by an incapacitated person or a person with limited capacity in accordance with the Civil Code.

4.3. These Terms take effect upon publication on the Website and remain in force for an indefinite period.

5. General Information on Distance Contracts Concluded Electronically

5.1. The essential characteristics of products and services available for order in the online store can be reviewed by the User on the product/service description pages prior to placing an order.

5.2. The language of contract is Hungarian.

5.3. Orders placed on the Website constitute legal declarations made by implied conduct.

5.4. The Service Provider is obliged to confirm receipt of the order without delay by electronic means. If confirmation does not reach the User within 48 hours, the User shall be released from the obligation arising from the offer.

5.5. The concluded contract shall not be deemed a written contract, it is not filed by the Service Provider and will not be accessible in writing later.

5.6. The Service Provider is not subject to any code of conduct.

5.7. Before submitting an order, during the order steps, the User is informed about current shipping fees and any shipping restrictions, as well as the available payment methods.

5.8. The User receives the Terms and the documents necessary for lawful information as attachments to the e-mail confirmation of the order, with content current at the time the order is received. In addition, the Terms and notices can be downloaded in a savable format from the Website and/or printed, and are always accessible on the Website in their current version.

6. Registration

6.1. Registration is free of charge.

6.2. The User may register by clicking the “Registration” button on the Website, completing the form that appears, accepting these Terms and ticking the data processing notice, and finally clicking the “Registration” button.

6.3. For a valid registration, Users must provide accurate data and contact details. If it is established that registration was made with false data, the Service Provider is entitled to delete it and shall not be liable for any consequences.

6.4. The Service Provider may also delete a valid registration without liability for the consequences if the deleted User used the Website in bad faith or otherwise breached these Terms.

6.5. Deletion of the registration by the Service Provider for the above reasons does not affect orders already fulfilled by both Parties. In such case, if the Service Provider has not yet commenced performance, it may unilaterally decide whether to perform, provided the reason for deletion does not prevent it. If the Service Provider does not perform and the User has already paid, the Service Provider will refund the amount paid, less any damage caused by the User’s conduct giving rise to deletion.

6.6. The User may request deletion of the registration at any time by sending an e-mail to the Service Provider, which the Service Provider shall execute without delay, but no later than within 10 days.

6.7. Deletion of the registration may be required by any data protection request of the User that results in deletion or prohibits the processing of personal data processed for registration purposes. Details are available in the Privacy Notice.

6.8. Deletion of the registration at the User’s request as above does not affect performance of orders previously validly placed by the User.

7. Prices

7.1. Current prices of products and services can be found on their description pages in the online store.

7.2. Prices indicated for products/services are gross consumer prices; that is, the total amount payable including applicable taxes.

7.3. Prices are in the currency indicated next to the price.

7.4. Prices do not include shipping costs.

7.5. The Service Provider does not charge packaging fees.

7.6. The order confirmation will always show the total gross amount actually payable and any additional costs in their full, payable amounts.

7.7. The Service Provider reserves the right to change prices displayed on the Website. Price changes do not affect the price of products/services already ordered.

7.8. If an incorrect price appears in the online store or in the order confirmation (in particular an obviously erroneous price), the Service Provider is not obliged to sell at the incorrect price. After an order at an incorrect price, the Service Provider will offer sale at the correct price. If the User does not accept, they are entitled to withdraw from the order.

8. How to Order, Steps, and Conclusion of the Contract

8.1. Selecting the Product

8.1.1. The User can learn the essential characteristics of products on their detail pages.

8.1.2. The User may place the desired product in the virtual cart by clicking the “Add to cart” button on the product detail page.

8.1.3. To order multiple products, repeat the above steps for each product.

8.1.4. For questions before ordering, customer service is at your disposal (see section “Customer Service” above).

8.2. Placing and Confirming the Order, Conclusion of the Contract

8.2.1. The User can place the order online in the store as follows.

8.2.2. Registration is not a prerequisite for ordering.

8.2.3. After selecting products and adding them to the cart, the User can view the cart by clicking “Cart” in the header. The number of items and total price are displayed next to the icon.

8.2.4. On the cart page, the User can change quantities by editing the number field or remove items by clicking the “X” icon.

8.2.5. Clicking “Continue” proceeds to choosing shipping and payment methods.

8.2.6. Clicking “Continue” then requires entering name, e-mail address, phone number, and billing address.

8.2.7. Tools to identify and correct input errors before sending the contractual declaration:

• 8.2.7.1. During checkout, warning messages appear for incomplete or obviously incorrect data.
• 8.2.7.2. Registered Users may modify personal data for the order during checkout. Registration data can be modified after login on the personal profile page (via the profile icon).
• 8.2.7.3. Cart contents and order data/parameters can be reviewed, changed or deleted at any time until submission, by navigating back and editing data as described above. You can go back via the browser back button or by clicking the process steps at the top of the checkout pages.

8.2.8. After reviewing order data and correcting any input errors, the User can submit a valid order by ticking the declaration accepting these GTC and clicking “Submit order”.

8.2.9. Upon receipt of the order, the Service Provider immediately confirms it to the User by automatic e-mail to the e-mail address provided during the online order. The confirmation includes the total amount payable (or paid in case of online payment). If the confirmation does not arrive within 48 hours from sending the order, the User is released from the offer. The confirmation is deemed delivered when it becomes accessible to the User (i.e., upon arrival to the e-mail inbox). This confirmation does not yet constitute acceptance; no contract of sale is concluded by it.

8.2.10. Orders are processed on each business day at the time published on the Website (CET). If the order arrives outside the above interval, it shall be deemed received at the start of the next processing period— in case of prepayment, at the start of the first processing period following the credit of funds to the Service Provider’s bank account— and will be processed within 24 hours from that time.

8.2.11. After processing begins, the Service Provider—if it accepts the order—will notify the User by e-mail of the acceptance. The contract of sale is concluded upon receipt of this e-mail by the User.

8.2.12. The Service Provider draws the User’s attention to reviewing both the receipt confirmation and the acceptance e-mail. If either differs from the order and the User does not object within 24 hours of receipt—or makes payment after receipt—then the contract shall be governed by the content of the confirmation. Upon notice of discrepancy, the Service Provider will examine the notice and correct the order where justified.

8.3. Deleting the registration at the User’s request after placing an order does not affect fulfillment of previously validly placed orders.

8.4. If the User requests deletion of data necessary for performance, or objects to their use for such purpose, the Service Provider will ask the User to declare withdrawal from the order.

9. Post-order Corrections

9.1. If the User wishes to change an order already placed or provided incorrect data, they must notify customer service as soon as possible so corrections can be made before performance begins.

9.2. In case of correction, the Service Provider will send a new confirmation reflecting the modification; the contract will be concluded/modified in line with the changes. For previously accepted but erroneous orders, the contract is amended accordingly.

10. Payment Terms

10.1. Available payment methods:

10.1.1. Prepayment by Bank Transfer

The User can select this method during checkout. Details required for the transfer are included in the receipt confirmation e-mail.

10.1.2. Online Card Prepayment

Prepayment via the online payment service chosen by the User during checkout. During card payment, card data are provided directly and exclusively to the payment service provider on its site after redirection. The provider does not share card data with the Service Provider. Additional conditions are governed by the payment provider’s terms displayed prior to payment.

10.1.3. Prepayment via Online Payment Service

Prepayment via an online payment service chosen during checkout (e.g., payment from an account with the provider). Data required for payment are provided directly and exclusively to the payment service provider after redirection. Additional conditions are governed by the provider’s terms displayed prior to payment.

10.1.4. Cash on Delivery for Home Delivery

If available and selected, payment upon delivery to the courier. Depending on the courier’s options, payment may be in cash and/or by card. Where delivery is performed by the Service Provider’s own driver, payment on delivery is accepted pursuant to the Service Provider’s rules.

10.1.5. Cash on Delivery at Pickup Point

Not applicable where only own delivery is provided. If a pickup point is offered in the future, payment terms at the pickup point shall be governed by the operator’s terms.

10.1.6. Cash on Delivery at Parcel Locker

Not applicable where only own delivery is provided. If parcel lockers are offered in the future, payment by card at the locker will apply per the locker operator’s terms.

10.2. If the Service Provider is unable to fulfill an order already paid for due to reasons within its control, it will refund the full amount paid by the User within 14 days from the occurrence of the obstacle.

11. Performance Deadline and Shipping Terms

11.1. Performance and Shipping Deadline

11.1.1. The Service Provider will dispatch the ordered product to the shipping address provided by the User within the deadline indicated in the acceptance e-mail.

11.1.2. As a rule, items are handed over for delivery within 1 business day following the day the order is received (or following receipt of funds for prepayments); delivery then takes place within the timeframes indicated below.

11.1.3. If the Service Provider cannot perform within the above deadline, it shall notify the User without delay after the obstacle arises.

11.2. Carrier

Delivery by TakoFoods Hungary (own transport)
Deliveries are performed by TAKO FOODS HUNGARY Kft. using its own logistics and drivers.

Company ID: 01-09-359885
VAT ID: HU27975750
Registered office: Medve utca 28-30. 1st floor, door 1, 1027 Budapest, Hungary
Phone: +36 706 183 299
E-mail: officebp@takofoods.eu

As a general guideline, delivery is completed within up to 3 business days from handover for delivery, depending on route planning and address. Further information on shipping may be communicated on the Website and/or order confirmation.

11.3. Delivery to Pickup Point

Currently not applicable. Delivery is performed by own transport to the shipping address provided by the User.

11.4. Delivery to Parcel Locker

Currently not applicable. Delivery is performed by own transport to the shipping address provided by the User.

11.5. Shipping Fee

The gross amount of the shipping fee payable by the User is displayed during checkout before the order is sent.

11.6. Receipt of the Product

11.6.1. If the User, without justification, does not take over the product at delivery— including cases where delivery fails because the User is unavailable despite multiple attempts, or, in case of pickup modes, the User fails to collect within the available time— the Service Provider may sell the goods to a third party. If the product returns to the Service Provider and the User prepaid the price, the Service Provider will refund the purchase price minus transaction costs. Shipping fees are not part of the purchase price and are not refunded in such cases (which do not constitute exercising the right of withdrawal).

11.6.2. The User must check quantity, integrity and presence of required documents (invoice) at delivery, on the spot, and report any damage, shortage or discrepancy to the deliverer immediately. If any damage or discrepancy is noticed, the deliverer shall, upon the User’s request, perform an itemised handover and record minutes on site. Primarily, the carrier is liable for damage occurring during transport; however, the Service Provider bears the risk towards the User until handover to the User. Failure to perform checks at delivery does not affect the User’s warranty rights or the right of withdrawal without reason.

12. Defective Performance, Warranty, Guarantee, Right of Withdrawal/Termination

12.1. Defective Performance

12.1.1. The Service Provider performs defectively if at the time of performance the product or service does not meet quality requirements set out in the contract or by law.

12.1.2. The Service Provider does not perform defectively if the User knew of the defect at the time of conclusion of the contract or should have known of it.

12.1.3. In purchases by a consumer, it shall be presumed that any lack of conformity which becomes apparent within six months of delivery already existed at the time of delivery, unless this is incompatible with the nature of the goods or the nature of the lack of conformity. In practice, for defects recognised within six months, the burden of proof lies with the Service Provider.

12.2. Statutory Warranty (Kellékszavatosság)

12.2.1. In case of defective performance, the User may assert statutory warranty claims against the Service Provider under the Civil Code.

12.2.2. The User may choose between the following: request repair or replacement, unless the chosen remedy is impossible or would impose disproportionate additional costs on the Service Provider. If neither repair nor replacement is requested or possible, the User may request a proportionate reduction of the consideration, repair the defect at the Service Provider’s expense or have it repaired by a third party, or withdraw from the contract.

12.2.3. The User may switch from the chosen warranty right to another; the cost of switching is borne by the User unless it was justified or caused by the Service Provider.

12.2.4. A consumer must notify the defect without delay after discovery, but no later than within two months. However, the Service Provider draws attention that statutory warranty rights cannot be enforced beyond the two-year limitation from performance (one year for used goods).

12.2.5. Within six months from performance, apart from notifying the defect, there is no other condition for enforcing the warranty if the User proves that the product/service was provided by the Service Provider. After six months, the User must prove that the defect existed at performance.

12.3. Product Warranty (Termékszavatosság)

12.3.1. In case of a defect in a movable thing (product), the consumer may choose to assert statutory warranty or product warranty.

12.3.2. Under product warranty, only repair or replacement of the defective product can be requested.

12.3.3. A product is defective if it does not meet the quality requirements in force at the time of placing on the market or does not possess the qualities described by the manufacturer.

12.3.4. Product warranty may be enforced within two years from placing the product on the market by the manufacturer; after this period the right is lost.

12.3.5. Product warranty may be asserted only against the manufacturer or distributor of the movable thing. The defect must be proven by the User when enforcing product warranty.

12.3.6. The manufacturer or the Service Provider is exempt from product warranty if it proves that:

• the product was not manufactured or placed on the market in the course of its business; or
• the defect was not recognisable at the time of placing on the market given the state of science and technology; or
• the defect results from application of a law or mandatory authority regulation.

A single ground is sufficient for exemption.

12.3.7. The User may not assert statutory and product warranty based on the same defect simultaneously. After successful product warranty, statutory warranty may be asserted for the replaced product or repaired part against the manufacturer.

12.4. Mandatory Guarantee (Jótállás)

12.4.1. Under the Civil Code, Government Decree 151/2003 (IX. 22.) on mandatory guarantee for certain durable consumer goods, and Decree 19/2014 (IV. 29.) NGM on procedural rules, the Service Provider must provide guarantee for certain products in case of defective performance towards consumers.

12.4.2. For new durable consumer goods under Decree 151/2003, the Service Provider must provide a guarantee card. The guarantee period is one year from the date of receipt by the User. Within that period, the same claims as under statutory warranty may be enforced in the order listed above.

12.4.3. If a product has guarantee, statutory warranty and guarantee rights may be enforced in parallel.

12.4.4. The Service Provider is exempt only if it proves the cause of the defect arose after performance.

12.4.5. Absent an express written undertaking, the Service Provider does not guarantee suitability for any special purpose intended by the User. The Service Provider may have the notified defect inspected by an authorised service. If misuse is the cause, repair costs are borne by the User. The guarantee does not cover cases where unauthorised persons dismantled or opened the product, altered its structure, or defects resulting from:

• incorrect installation,
• improper use,
• incorrect commissioning,
• omission of prescribed maintenance,
• vandalism/damage.

12.4.6. If a product ordered on the Website falls under Decree 151/2003, a guarantee card will be included. The annex to the Decree lists durable consumer goods; products outside the list are not subject to mandatory guarantee by law.

12.4.7. The User may not assert statutory warranty and guarantee, or product warranty and guarantee simultaneously for the same defect; otherwise, guarantee rights are independent of statutory and product warranty rights.

12.5. Right of Withdrawal/Termination

12.5.1. A consumer User is entitled to withdraw from this contract without giving any reason within 14 days. For service contracts where performance has begun, the User may terminate within 14 days without reason.

12.5.2. The withdrawal period expires:

• in contracts for sale of goods: 14 days after the day on which the User or a third party other than the carrier and indicated by the User acquires physical possession of the goods;
• for multiple goods: 14 days after the day of possession of the last good;
• for goods consisting of multiple lots or pieces: 14 days after the day of possession of the last lot or piece;
• and in points A), B), C), the User may exercise the right from the day of contract conclusion until the day of receipt.

12.5.3. For services, the right of withdrawal does not apply if performance began with the User’s express prior consent and the User acknowledged losing the right after performance begins.

12.5.4. To exercise the right, the User must send an unequivocal statement of withdrawal/termination to one of the Service Provider’s contacts. The statement may be made in any form, orally or in writing.

Withdrawal/Termination Declaration Template
(complete and return only if you wish to withdraw/terminate the contract)

Addressee:
Postal address:
E-mail:

I, the undersigned …………………………………………, hereby declare that I exercise my right of withdrawal/termination in respect of the contract for the sale of the following product(s) / the provision of the following service(s):

Date of contract / of receipt of goods:
Consumer’s name:
Consumer’s address:
Consumer’s signature (paper statements only):
Date:
  

12.5.5. The User complies with the deadline if the statement is sent before expiry of the above deadlines, or announced orally on the last day. The User bears the burden of proof of proper and timely exercise.

12.5.6. For goods with hygienic sealing, after removal of the hygienic seal the User may not exercise the right of withdrawal without reason. Opening of outer, non-hygienic packaging does not prevent withdrawal. For goods other than those with hygienic sealing, opened packaging and use necessary to ascertain nature, characteristics and functioning do not exclude withdrawal.

12.5.7. Organisation and cost of return shipping are borne by the User. Return in person is possible after arranging an appointment with customer service. Settlement will be made without delay but within 14 days of acceptance of withdrawal and receipt of returned goods. In case of withdrawal for goods, the Service Provider refunds the purchase price and the cost of initial delivery; in case of services, it refunds the price of the affected service.

12.5.8. The User may not exercise the right of withdrawal in the following cases:

• after full performance of a service, if performance began with the consumer’s express prior consent and acknowledgment of losing the right after full performance;
• for goods or services whose price depends on financial market movements beyond the trader’s control during the withdrawal period;
• for non-prefabricated goods made to the consumer’s specifications or clearly personalised;
• for perishable or short-lived goods;
• for sealed goods which are not suitable for return for health protection or hygiene reasons and were unsealed after delivery;
• for goods which are, after delivery, according to their nature, inseparably mixed with other items;
• for alcoholic beverages the price of which was agreed at the time of conclusion of the sales contract where delivery can only take place after 30 days and the actual value depends on market fluctuations beyond the trader’s control;
• for urgent repair or maintenance work requested by the consumer, except for additional services or goods beyond the requested ones;
• for sealed audio or video recordings or sealed computer software which were unsealed after delivery;
• for newspapers, periodicals or magazines (except subscription contracts);
• for contracts concluded at public auction;
• for accommodation (other than residential), transport of goods, car rental, catering or leisure activities if the contract provides for a specific date or period of performance;
• for digital content not supplied on a tangible medium if performance began with the consumer’s express prior consent and acknowledgment of losing the right after performance begins.

12.6. Effects of Withdrawal/Termination

12.6.1. If the User withdraws, the Service Provider shall refund all payments received— including the cost of delivery to the User for goods— without undue delay and at the latest within 14 days from receipt of the User’s statement (except for additional costs resulting from a delivery method other than the least expensive standard offered). Refunds are made using the same means of payment, unless otherwise expressly agreed by the User without incurring any fees. In contracts for sale of goods, the Service Provider may withhold the refund until it has received the goods back or the User has supplied evidence of having sent back the goods, whichever is the earliest.

12.6.2. The User shall send back or hand over the goods without undue delay and in any event not later than 14 days from the day on which they communicate withdrawal/termination. The deadline is met if the goods are sent before its expiry. The direct cost of returning the goods is borne by the User.

12.6.3. The User is liable only for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning (this clause is meaningful only for goods other than those with hygienic sealing).

12.6.4. If the User requested that performance of services begin during the withdrawal period, the User shall pay the Service Provider an amount proportional to what has been provided until the time of communication of termination. The Service Provider shall refund any amount paid by the User that exceeds the value of the service provided.

13. Disclaimer

13.1. The Service Provider is under no statutory obligation to contract; it may freely decide to accept or refuse an order. The Service Provider excludes liability for damages arising therefrom.

13.2. The Service Provider does not guarantee that a product/service is suitable for any specific purpose envisaged by the User. The product/service description and user instructions govern use; the Service Provider is not liable for differences arising from specific conditions of use.

13.3. The Service Provider assumes no liability for direct or indirect damages arising from malicious use of the Website or from the unavailability of the internet service provider. The Service Provider is not liable for technical disturbances such as power or network outages. Given the open nature of the internet, the Service Provider is not liable for destruction, delayed arrival or other errors of electronic messages/orders for reasons beyond its control.

13.4. The Service Provider may at any time, without justification, terminate the possibility of using the Website for individual Users or all Users by ceasing operation of the Website. Validly placed orders and other User requests will be performed; the Service Provider is not liable for other consequences.

13.5. Images of products/services on the Website may differ from reality or be illustrations. The Service Provider is not liable for differences resulting from changes by the manufacturer or supplier made without prior notice.

13.6. The Service Provider excludes liability for delays/problems/errors and resulting damages due to erroneous and/or inaccurate order data provided by the User.

13.7. Content downloaded by following external links is beyond the Service Provider’s control. Upon request of the rights holder, the Service Provider will delete or modify such links. The Service Provider assumes no liability for content displayed or downloaded via such links.

14. Other Provisions

14.1. Even for Users browsing without placing orders, the Service Provider reserves legal protection of the content on the Website and rules for the use of the Website, their enforcement and modification. Relevant rules and notices are continuously published on the Website in the Legal Notice, these Terms and further information documents.

14.2. The contracting Parties declare that in exercising rights and fulfilling obligations arising from these Terms they act in good faith and fairness and cooperate mutually.

15. Data Processing and Data Protection

Information on data processing conducted by the Service Provider is provided in the “Privacy Notice” and the “Cookies Notice”.

16. Amendments to the Terms

16.1. The Service Provider reserves the right to unilaterally amend these Terms at any time without prior announcement or separate notice.

16.2. Contracts concluded on the basis of individual orders are governed by the version of the Terms attached to the final (contract-concluding) acceptance e-mail for that order.

17. Governing Law

17.1. For matters not regulated herein, the following legal provisions shall apply:

• Regulation (EU) 2018/302 of the European Parliament and of the Council (28 February 2018) on geo-blocking and related discrimination,
• Act V of 2013 on the Civil Code,
• Act CLXIV of 2005 on Trade,
• Act CLV of 1997 on Consumer Protection,
• Government Decree 45/2014 (II. 26.) on contracts between consumers and businesses,
• Act CVIII of 2001 on e-commerce and information society services,
• Act XLVIII of 2008 on commercial advertising activities,
• Decree 19/2014 (IV. 29.) NGM on handling warranty/guarantee claims.

18. Complaints, Legal Remedies, Supervision over the Service Provider

18.1. Complaints

18.1.1. The User may submit a complaint to the Service Provider regarding the Service Provider’s service, the conduct, activity or omission of its member, employee or a person acting in the interest or on behalf of the Service Provider in direct connection with the distribution or sale of goods to consumers, and regarding the quality of the goods, by letter, telephone or e-mail at the contact details indicated on the Website and at the beginning of these Terms.

The Service Provider shall examine oral complaints immediately and, where necessary, remedy them without delay. If this is not possible, or in case of disagreement, as well as for written complaints, the Service Provider shall provide a written response no later than thirty (30) days.

18.1.2. Possibility to Turn to an Arbitration Board

The User (consumer) may also request the free procedure of an arbitration board regarding the quality or safety of the product, application of product liability rules, quality of the service, as well as the conclusion and performance of the contract between the parties.

If the consumer has a domicile or residence in Hungary, the competent arbitration board is the one operating alongside the county (capital) chambers of commerce and industry according to such domicile or residence. Contacts: https://www.bekeltetes.hu/index.php?id=testuletek.

The consumer may designate a different arbitration board from the above in the respective request.

In Hungary, the Budapest Arbitration Board operating alongside the Budapest Chamber of Commerce and Industry is competent to proceed in cross-border disputes between consumers and traders related to online sales or service contracts. Its contact details are available at this link, and listed here:

Budapest Arbitration Board alongside the Budapest Chamber of Commerce and Industry
Address: 1016 Budapest, Krisztina krt. 99. III. floor, room 310.
Phone: +36 1 488 2186
Fax: +36 1 488 2186
E-mail: bekelteto.testulet@bkik.hu
Website: http://bekeltet.hu

The Service Provider is under a duty to cooperate in arbitration board procedures.

The arbitration board is an independent body operating alongside the county (capital) chambers of commerce and industry. Its competence covers out-of-court settlement of consumer disputes in the fields indicated above: to this end it seeks to facilitate a settlement and, failing that, renders a decision to ensure simple, quick, effective and cost-efficient enforcement of consumer rights.

At the request of the consumer or the business, the arbitration board provides advice on the consumer’s rights and obligations.

18.2. Judicial Enforcement

The contracting parties shall cooperate to resolve any disputes out of court, through negotiations, as quickly and with as little cost as possible. If this does not lead to a result, the User may bring an action before the district court competent according to the User’s domicile or residence.

18.2.1. EU Online Dispute Resolution (ODR)

If the User lives in the European Union, they may use the European Commission’s online dispute resolution platform for complaints regarding products or services purchased online:
https://webgate.ec.europa.eu/odr
The EU created this internet-based platform for consumers wishing to lodge a complaint and engage a neutral third party (dispute resolution body) to handle it. Further information about the platform and dispute resolution is available via the link.

18.2.2. European Consumer Centre Hungary

European Consumer Centre Hungary
Postal address: 1440 Budapest Pf. 1.
Phone: +36 1 896 7747
Fax: +36 1 210 2538
E-mail: info@magyarefk.hu
Website: https://www.magyarefk.hu/hu/elerhetosegek.html

 

Effective date: 05.11.2025