COMPLAINTS POLICY
JANUARY 14, 2026 · BOLDHUMAN MERCHANDISE
1. Seller identification and contact
Seller: BoldHuman s. r. o.
Registered office: Štúrova 128/17, 05801 Poprad, Slovak Republic
Company ID (IČO): 54297346
Tax ID (DIČ): 2121624516
VAT ID: SK2121624516
Registered in: Commercial Register of the District Court Prešov, Section Sro, Insert No. 43315/P
E-mail (complaints): info@boldhuman.studio
(Hereinafter the “Seller”)
2. Scope of this policy
2.1. This policy explains how to report defects and submit complaints regarding physical t-shirts purchased via the Seller’s website within the European Union.
2.2. This policy applies to Consumers and Business Customers, however, mandatory consumer protection rules apply to Consumers.
3. What is considered a defect
3.1. A defect is a situation where the Goods do not conform to the purchase contract, especially if the Goods:
- are not as described,
- are delivered in the wrong size/model compared to the Order,
- have manufacturing flaws (e.g., torn seams, holes, faulty print, significant discoloration) that were present at delivery, or
- are damaged in transport (see Section 6).
3.2. Minor variations that do not affect use (e.g., minor color differences caused by screen settings, minor measurement tolerances) are not considered defects.
4. Statutory rights and time limits
4.1. Consumers have statutory rights related to defects. As a general rule, the period for exercising rights from defects in consumer goods is 24 months from receipt of the Goods, subject to mandatory legal exceptions and conditions (e.g., the nature of the product, wear and tear, improper use).
4.2. You should notify the Seller of a defect without undue delay after discovering it. Early notice helps to resolve the claim faster and limit damage.
5. How to submit a complaint (step-by-step)
Step 1 — Contact us by e-mail
Send an e-mail to info@boldhuman.studio with:
- your name and contact details,
- order number or Stripe payment ID (if available),
- a clear description of the issue,
- photos (recommended) showing the defect and the overall product, and
- your preferred resolution (repair/replacement/refund), if applicable.
Step 2 — We confirm receipt and provide instructions
We will confirm receipt of your complaint and tell you whether you need to return the Goods and how to do so.
Step 3 — Return the Goods if requested
If a return is required for assessment, send the Goods to:
Complaints address: BoldHuman s. r. o., Ludvika Svobodu 2674/1, 05801 Poprad, Slovak Republic.
Please pack the Goods properly to prevent further damage during transport.
6. Damage during delivery (Packeta)
6.1. If the package is visibly damaged on delivery, we strongly recommend that you:
- document the damage immediately (photos), and
- contact us as soon as possible at info@boldhuman.studio.
6.2. If the Goods were damaged in transit, we will guide you on the next steps (this may include collecting evidence needed for the carrier claim).
7. Assessment and handling time
7.1. We will assess the complaint and respond without undue delay.
7.2. If applicable mandatory consumer law requires specific deadlines, we will comply with them. If a longer period is necessary due to objective reasons, we will inform you accordingly.
8. Possible outcomes (remedies)
Depending on the nature of the defect and what is required by mandatory law, one or more of the following remedies may apply:
- Repair (if feasible),
- Replacement with a new item,
- Price reduction, or
- Refund (e.g., if the defect is substantial or cannot be remedied).
- If a replacement is not possible (e.g., item out of stock), we may offer a refund or another appropriate solution.
9. Care instructions and improper use (important)
9.1. Our t-shirts include a care label and/or care instructions on the product page. For best results, follow those instructions.
9.2. For the purpose of assessing defects and complaints, the following may be considered improper use / incorrect care (examples):
- washing at higher temperatures than recommended,
- tumble drying if the label indicates not to tumble dry,
- ironing directly on the print (or using excessive heat) when prohibited by care instructions,
- using aggressive chemicals/bleach contrary to care instructions,
- mechanical damage (tears, cuts, abrasions) caused after delivery,
- damage caused by improper storage (e.g., prolonged moisture, mold exposure).
9.3. If the issue is caused by improper use or incorrect care, the Seller may not be responsible for the defect under applicable law.
10. When a complaint may be rejected
A complaint may be rejected if the issue is caused by:
- normal wear and tear,
- improper use / incorrect care (Section 9),
- mechanical damage caused by the customer,
- unauthorized alterations, or
- other circumstances where the Seller is not responsible under applicable law.
11. Refund method
If a refund is approved, it will be made using the same payment method used for the purchase (Stripe), unless agreed otherwise.
12. Communication and dispute resolution
12.1. We aim to resolve complaints amicably and fairly. Please contact us first at info@boldhuman.studio.
12.2. Consumers may also use alternative dispute resolution mechanisms under Slovak law (typically via the Slovak Trade Inspection or another competent ADR body).
13. Final provisions
13.1. This policy is effective from: 1. 1. 2026.
13.2. This policy is governed by the laws of the Slovak Republic, without prejudice to mandatory consumer protection rules of the Consumer’s EU country of residence where applicable.
Boldhuman s. r. o.
Štúrova 128/17
05801 PopraD
ID:54297346
tax ID: 2121624516
VAt ID: SK2121624516
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