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Terms and conditions

Translation for information. The contract is made in Slovak and the Slovak version prevails.

Terms and conditions of the Canesia.sk online shop

1. Seller

The Canesia.sk online shop is run by:

PawUp s. r. o.
Jókayho 506/7A, 951 01 Štitáre
IČO: 56068271, DIČ: 2122179389, IČ DPH: SK2122179389
Spoločnosť je zapísaná v registri Okresný súd Nitra, registrácia č. Sro/62633/N
e-mail: [email protected], tel.: +421 908 361 204

Supervisory authority: Slovenská obchodná inšpekcia (Slovak Trade Inspection), Inšpektorát SOI pre Nitriansky kraj, Staničná 9, P. O. BOX 49A, 950 50 Nitra 1.

2. Introduction

These terms govern the purchase of goods through the Canesia.sk online shop between the seller and the buyer. If the buyer is a consumer, Slovak Act No. 108/2024 Coll. on consumer protection and the Slovak Civil Code apply as well; their provisions protecting consumers cannot be limited by contract.

3. Order and contract

  • Each product shows its main characteristics and price. Prices are in euros including VAT. The delivery price and the total are shown in the cart and before you place the order.
  • You place the order with the button "Order with obligation to pay". Until then you can change the order at any time.
  • The contract is made when we confirm the order by e-mail. The confirmation includes these terms.
  • You can cancel the order free of charge until we ship the goods; an e-mail to [email protected] is enough.

4. Payment

  • Online through the Comgate, a. s. payment gateway: card, bank transfer, Apple Pay or Google Pay.
  • Cash on delivery: you pay the courier or at the pick-up point, with no surcharge.

You receive the invoice by e-mail.

5. Delivery

  • We deliver within Slovakia: to a Packeta pick-up point or Z-BOX (3.50 EUR) and by DPD courier to your address (6.03 EUR). Orders from 70 EUR are delivered free.
  • Goods in stock usually leave within 2 working days; delivery usually takes 2 to 10 working days in total. Some goods ship directly from the supplier; the delivery time is shown with the product. If we cannot deliver within 30 days, we will tell you and you may withdraw from the contract.
  • We let you know by e-mail when the parcel is sent. Please check it on delivery and have any damage to the packaging recorded by the carrier.

6. Withdrawal from the contract

If you are a consumer, you may withdraw from the contract without giving a reason within 14 days of receiving the goods. If one order arrives in several parcels, the period runs from the last one. You may also withdraw before the goods arrive.

How to withdraw:

  • online on the page Withdraw from the contract here (no account needed; we confirm receipt by e-mail right away),
  • by e-mail to [email protected] or by letter to our registered address, for example with the model form in the Slovak version of these terms. Using it is not required; any clear statement will do.

The deadline is met if you send the notice on the last day at the latest. You may withdraw from some products of an order only.

Send the goods back to our registered address within 14 days of withdrawing. You bear the cost of returning them. We refund all payments, including the cheapest delivery we offer, within 14 days of receiving your withdrawal, by the same means you paid, free of charge. We may hold the refund until the goods arrive or you show that you have sent them. You are liable for a loss in value only if you handled the goods beyond what is needed to establish their nature and function.

Withdrawal does not apply to goods that spoil quickly and to sealed goods unsuitable for return for health or hygiene reasons once unsealed after delivery (for example opened food, treats, hygiene products).

7. Defects and complaints

We are liable for defects the goods have on delivery that appear within two years of delivery, under § 612 to § 626 of the Slovak Civil Code. A defect that appears within this period is presumed to have existed on delivery. Tell us about a defect within two months of finding it. You are entitled to repair or replacement and, as the law sets out, to a price reduction or withdrawal. We handle complaints free of charge within 30 days at the latest. Details are in the complaints policy; you can also complain online on the page Complaint.

8. Loyalty program

Registered customers get a lasting discount by their turnover over the last 12 months, as described on the page Canesia loyalty program.

9. Disputes

If you are not satisfied with how we handled a complaint, or believe we have breached your rights, you can ask us for redress at [email protected]. If we refuse or do not reply within 30 days of sending, you can start alternative dispute resolution under Slovak Act No. 391/2015 Coll. The ADR body is the Slovak Trade Inspection (Bajkalská 21/A, P. O. BOX 29, 827 99 Bratislava, [email protected], www.soi.sk) or another authorised body on the list of the Slovak Ministry of Economy. Your right to go to court is not affected.

10. Personal data

We process personal data under the GDPR and Slovak Act No. 18/2018 Coll., in detail on the page Personal data protection.

11. Final provisions

These terms apply from 12. 11. 2026. The contract is governed by the terms in force when the order was placed.

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