Here is the complete, professional translation of your updated Complaint Procedure (Reklamačný poriadok) into English. The terminology is aligned with EU and Slovak consumer protection legislation (such as "remedying the defect" and "notification of defect").

COMPLAINT PROCEDURE

of the Online Store www.ninascrunchies.com

Article I - General Provisions

1.1. This Complaint Procedure (hereinafter referred to as the "CP") is issued in accordance with Act No. 40/1964 Coll., the Civil Code, as amended (hereinafter referred to as the "Civil Code"), and Act No. 108/2024 Coll. on Consumer Protection and on amendments to certain acts, as amended (hereinafter referred to as the "Consumer Protection Act"). This procedure regulates the process for exercising rights arising from liability for defects (notification of defect/complaint) between the Seller and the Buyer.

1.2. The Seller and Merchant is:

• Business Name: PERTO H+H s.r.o.

• Registered Office: Bezekova 2034/21, 841 02 Bratislava, Slovak Republic

• Registration: Registered in the Commercial Register of the Municipal Court Bratislava III, Section Sro, Insertion No. 17078/B

• Company ID (IČO): 31 705 685

• Tax ID (DIČ): 2020515123

• VAT ID (IČ DPH): SK2020515123

• Bank Account: SK33 0900 0000 0051 7006 8078

• The Seller is a payer of value-added tax (VAT).

1.3. Contact Details of the Seller:

• E-mail: info@ninascrunchies.com

• Tel. No.: +421 918 78 72 74

• Address for delivery of goods and correspondence: PERTO H+H s.r.o., Bezekova 2034/21, 841 02 Bratislava, Slovak Republic

1.4. This Complaint Procedure regulates the rights and obligations of the Buyer, who is a consumer, when notifying defects in goods or services purchased through the Seller's online store.

1.5. A Consumer is a Buyer who is a natural person and, when concluding and performing a consumer contract, does not act within the scope of their business activity, employment, or profession.

Article II - Legal Regulation for Businesses (B2B)

2.1. Legal relations and the exercise of rights arising from liability for defects between the Seller and a Buyer who is not a consumer (a natural or legal person-entrepreneur, purchasing using a Company ID/IČO) are governed exclusively by Act No. 513/1991 Coll., the Commercial Code, as amended.

2.2. Pursuant to the Commercial Code, the Seller declares that the duration of the warranty period in business relations with a Buyer who is not a consumer is 12 months.

Article III - Seller's Liability for Defects (Statutory Liability)

3.1. The Seller is liable for any defect that the sold goods have upon delivery and which manifests itself within two years from the delivery of the goods (statutory liability period for defects).

3.2. If the subject of the purchase is a used item, the Seller and the Buyer may agree on a shorter liability period for defects, which, however, may not be shorter than 12 months from the delivery of the item.

3.3. For goods that perish quickly (perishable goods), the Buyer must exercise the rights arising from liability for defects no later than the day following the purchase; otherwise, these rights expire.

3.4. The period from the notification of the defect until the time when the Buyer was obliged to take over the item after the remedy has been completed shall not be included in the liability period for defects.

Article IV - Method of Exercising Rights from Liability for Defects (Filing a Complaint)

4.1. The Buyer may notify a defect (file a complaint) with the Seller by any method, in particular:

• 4.1.1. Electronically directly on the Seller's Website through their personal customer account, by filling out the relevant complaint form,

• 4.1.2. By e-mail sent to the address: info@ninascrunchies.com,

• 4.1.3. In writing (by post) by sending a notice to the registered office address: PERTO H+H s.r.o., Bezekova 2034/21, 841 02 Bratislava.

4.2. In the notification of defect, the Buyer shall provide a detailed description of the defect and the manner in which it manifests itself. The Seller recommends attaching a proof of purchase (invoice) to the notification.

4.3. The Seller recommends sending the claimed goods by registered mail. The Seller does not accept goods sent cash-on-delivery (COD).

4.4. The Seller shall provide the Buyer with a confirmation of the notification of defect immediately after the Buyer notifies the defect. In the confirmation, the Seller shall state the period within which the defect will be remedied. This period shall not be longer than 30 days from the date of the notification of defect, unless a longer period is justified by an objective reason beyond the Seller's control.

Article V - Consumer Rights upon Notification of a Defect

5.1. In the event of a proven defect in the goods, the Buyer (consumer) has the right to request:

• a) remedy of the defect by repair, or

• b) remedy of the defect by replacement of the goods.

5.2. The Buyer has the right to choose the method of remedying the defect (repair or replacement). The Seller may refuse the method requested by the Buyer if it is impossible or if, compared to the alternative method, it would cause unreasonable costs to the Seller.

5.3. The Seller shall remedy the defect within a reasonable time, free of charge, and in a manner that does not cause significant inconvenience to the Buyer.

5.4. The Buyer has the right to a reasonable discount on the purchase price or may withdraw from the purchase contract (even without prior repair or replacement) if:

• 5.4.1. The Seller has neither repaired nor replaced the goods, or has refused to remedy the defect due to impossibility or unreasonable costs,

• 5.4.2. the goods exhibit the same defect despite repair or replacement,

• 5.4.3. the defect is of such a serious nature that it justifies an immediate discount or withdrawal from the contract, or

• 5.4.4. the Seller has declared, or it is clear from the circumstances, that they will not remedy the defect within a reasonable time or without causing significant inconvenience to the Buyer.

5.5. The Buyer cannot withdraw from the purchase contract if the defect in the goods is negligible. The burden of proof that the defect is negligible is borne by the Seller.

5.6. If the Buyer withdraws from the contract due to a defect, they shall send the goods back to the Seller at the Seller's expense. Upon delivery of the goods (or after proof is provided that the goods have been sent), the Seller shall return the purchase price to the Buyer within 14 days at the latest, using the same payment method the Buyer used for the initial transaction, unless expressly agreed otherwise.

5.7. The Buyer has the right to the reimbursement of purposefully incurred costs arising in connection with the notification of a defect (especially demonstrable postage for sending the claimed goods). The Buyer must claim this right from the Seller no later than two months from the delivery of the repaired or replaced goods; otherwise, this right expires.

Article VI - Final Provisions

6.1. This Complaint Procedure forms an integral part of the General Terms and Conditions (GTC) and the Privacy Policy published on the Seller's Website.

6.2. In the event of an amendment to the Complaint Procedure, the relationship between the Buyer and the Seller shall be governed by the version of the CP valid and effective at the time the purchase contract was concluded.

6.3. This Complaint Procedure comes into force and takes effect on the date of its publication on the Website on June 12, 2026.