Terms & conditions

Introduction and the Seller

These terms and conditions (the “Terms”) govern the rights and obligations between the seller and the buyer when purchasing in the online shop at musk.sk. The seller and operator of the shop is (the “Seller”):

A consumer is a natural person who, when concluding the contract, does not act within their business, employment or profession (Slovak Act No. 108/2024 Coll. on consumer protection, the “Consumer Protection Act”). The provisions on withdrawal and consumer rights apply only to buyers who are consumers.

Order and conclusion of the contract

The buyer orders goods by submitting an order in the shop. Immediately before submitting, the buyer is shown the main characteristics of the goods, the total price including VAT, shipping costs and the payment method; the order button clearly indicates an order with an obligation to pay. The purchase contract is concluded upon delivery of the order confirmation to the buyer’s e-mail. By submitting an order the buyer confirms they have read these Terms and the privacy policy. The contract may be concluded in Slovak or English; the order confirmation with its content is sent by e-mail (durable medium).

Prices and discounts

All product prices are final and include VAT. Shipping and any cash-on-delivery fee are added per the selected method and shown at checkout before the order is placed. In every price-reduction announcement we also state the lowest price at which we sold the goods during the 30 days before the reduction (Section 7 of the Consumer Protection Act, implementing the EU “Omnibus” Directive 2019/2161). We do not personalise prices based on automated decision-making.

Payment

• Cash on delivery — pay in cash or by card on receipt (the COD fee is shown at checkout),
• Bank transfer — payment details incl. a QR code are sent by e-mail once the order is prepared; goods are dispatched after the payment is credited,
• Online card payment, or Apple Pay / Google Pay — via the GoPay payment gateway, where available at checkout. Card details are entered directly with the gateway; the Seller has no access to them,
• Personal pickup — in cash or by card directly at the premises (Art. 5).

The invoice (tax document) is issued electronically and sent by e-mail; the buyer agrees to electronic invoicing.

Delivery

Goods are delivered via contracted carriers (notably Packeta, GLS and DPD) to an address or a pickup point selected at checkout; checkout only shows methods available for the chosen delivery country. Orders are usually dispatched within 2 business days of confirmation (for prepayment, from the crediting of the payment) and carriers typically deliver within 1–3 business days of dispatch. The Seller delivers no later than 30 days from the conclusion of the contract; if delivery is impossible, the buyer is informed without delay and payments are refunded. Risk of damage passes to the buyer upon receipt. We recommend documenting any visible parcel damage on receipt.

By arrangement with the Seller, personal pickup of the order is also available at the premises at Montážna 22B, 971 01 Prievidza, Slovakia — free of charge; on pickup you can pay in cash or by card. Arrange the pickup time by e-mail or phone (+421 903 502 897); we e-mail you when the order is ready for pickup. (A personal-pickup option directly in the e-shop checkout will be added.)

Withdrawal from the contract (returns)

A consumer may withdraw from a distance contract without giving a reason within 14 days of receiving the goods (Sections 19–22 of the Consumer Protection Act). The deadline is met if the withdrawal is sent on its last day; withdrawal is possible even before receipt.

• Online withdrawal function (Section 20a of the Consumer Protection Act)withdraw from the contract hereWe will immediately e-mail you a confirmation of receipt including its content and the date and time of submission;
• or by e-mail to info@musk.sk or by post — informally or using the model withdrawal form in the annex to these Terms.

Return the goods within 14 days of withdrawal to MusK s.r.o., Montážna 15, 971 01 Prievidza, Slovenská republika (not cash on delivery). The direct cost of returning the goods is borne by the consumer. The Seller refunds all payments received, including delivery costs up to the cheapest offered delivery method, within 14 days of receiving the withdrawal, using the same means of payment unless agreed otherwise; the Seller may withhold the refund until the goods are returned or their dispatch is proven. The consumer is liable only for any decrease in value beyond the handling needed to establish the nature and functioning of the goods.

Liability for defects and complaints

The Seller is liable for defects existing at the time of delivery which become apparent within two years of delivery (Sections 619 et seq. of the Slovak Civil Code as amended by Act No. 108/2024 Coll.). A defect appearing within two years of delivery is presumed to have existed at delivery unless the Seller proves otherwise.

Complaints (notification of a defect) can be made by e-mail to info@musk.sk, in writing to the registered address, or by sending the goods with a description of the defect; please include the order number and photos. Notify a defect within two months of discovering it, and no later than the end of the liability period. The Seller provides a written confirmation of the defect notification without delay.

For defective goods the consumer is first entitled to repair or replacement of their choice (unless impossible or disproportionately costly). A price reduction or withdrawal is available in particular where the Seller fails or refuses to remedy the defect, the defect recurs, it is a material breach, or it is clear the defect will not be remedied in a reasonable time or without significant inconvenience. A complaint is settled within 30 days of the defect notification at the latest, unless a longer period is justified by an objective reason beyond the Seller’s control. Reasonable costs of a justified complaint are borne by the Seller.

Alternative dispute resolution

A consumer dissatisfied with the handling of a complaint, or who believes their rights were infringed, may first request redress from the Seller at info@musk.sk. If the Seller refuses or does not reply within 30 days, the consumer may file a petition for alternative dispute resolution under Slovak Act No. 391/2015 Coll. with an ADR body — the Slovak Trade Inspection (Central Inspectorate, Bajkalská 21/A, P. O. BOX 29, 827 99 Bratislava, www.soi.sk) or another body listed by the Slovak Ministry of Economy (www.mhsr.sk).

The EU Online Dispute Resolution (ODR) platform was discontinued as of 20 July 2025 by Regulation (EU) 2024/3228 and is no longer available. For cross-border EU disputes, consumers may seek assistance from the European Consumer Centres Network (ECC-Net; in Slovakia the European Consumer Centre, www.europskyspotrebitel.sk).

Customer reviews

Reviews presented as consumer reviews come exclusively from customers who actually purchased the goods: review invitations with a unique link are e-mailed only to customers with a delivered order, and reviews from other sources are not published. We publish positive and negative reviews alike and do not edit them; a review may be hidden only for serious reasons (vulgarity, spam, unlawful content). Reviews rewarded with an incentive (e.g. a discount coupon) are clearly labelled; the reward does not depend on the review’s tone. The detailed verification, reward and moderation mechanism is described in the Review Policy.

Cosmetic products

The cosmetic products offered comply with Regulation (EC) No 1223/2009 on cosmetic products: the designated responsible person under Article 4 of the Regulation is Lucia Kaplánová, MusK s.r.o., Montážna 15, 971 01 Prievidza, Slovenská republika (contact info@musk.sk), products are notified in the CPNP (Cosmetic Products Notification Portal) before being placed on the market, and their labelling contains the statutory particulars including the list of ingredients (INCI), warnings, the date of minimum durability or period-after-opening (PAO) symbol, and the batch number. The ingredients and warnings are on the product packaging; the INCI list is also shown on the product page. Use the products as intended and per the warnings on the packaging.

Personal data

The processing of personal data is described in the separate Privacy Policy; the use of cookies is governed by the Cookie Policy.

Final provisions

Matters not covered here are governed by the law of the Slovak Republic, notably the Civil Code, the Consumer Protection Act (Act No. 108/2024 Coll.) and the E-commerce Act (Act No. 22/2004 Coll.); this does not affect the consumer’s rights under the law of the state of their habitual residence. The Seller may amend these Terms; the version in effect at the time of the order applies. Invalidity of one provision does not affect the remaining provisions.

Model withdrawal form

The fastest way to withdraw is online:

The form below is the statutory model alternative for e-mail or post.