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GENERAL TERMS AND CONDITIONS FOR CONSUMERS
Contact details of the Seller:
Business name: STELLO s.r.o.
Registered office: 1. mája 140/14, 900 84 Báhoň, Slovak Republic
Registration: Registered in the Commercial Register of the Municipal Court Bratislava III, Section: Sro, Insertion No.: 57907/B
Company ID (IČO): 44725701
VAT ID (IČ DPH): SK2022803123
Phone: +421 915 399 662
E-mail: stello@stello.sk
Supervisory Authority: Inspectorate of the Slovak Trade Inspection (SOI) for the Bratislava Region, Bajkalská 21/A, P. O. BOX no. 5, 820 07 Bratislava, Slovak Republic, ba@soi.sk.
PART I. – TERMS AND CONDITIONS FOR CONSUMERS
Article I. – General Provisions and Definitions
1.1 These General Terms and Conditions (hereinafter referred to as the "Terms and Conditions") govern the mutual rights and obligations between the company STELLO s.r.o. (hereinafter referred to as the "Seller") and a natural person who concludes a purchase contract outside their business activity as a consumer (hereinafter referred to as the "Buyer" or "Consumer") via the online store located on the website stello.sk.
1.2 In accordance with the applicable legislation and Act No. 108/2024 Z. z. on Consumer Protection and on amendments to certain acts (hereinafter referred to as the "Consumer Protection Act"), a Consumer is a natural person who, when concluding and performing a consumer contract, does not act within the scope of their business activity, employment, or profession.
1.3 Legal relations between the Seller and the Consumer not expressly regulated by these Terms and Conditions shall be governed by the relevant provisions of Act No. 40/1964 Zb., Civil Code, as amended (hereinafter referred to as the "Civil Code"), the Consumer Protection Act, and other generally binding legal regulations of the Slovak Republic.
Article II. – Order and Conclusion of the Purchase Contract
2.1 The Buyer orders goods via the electronic form of the e-shop at stello.sk. The submission of the order by the Buyer is considered a proposal to conclude a purchase contract.
2.2 Before submitting the order, the Buyer is obliged to check all entered data. By submitting the order (by pressing the button clearly marked with a label confirming the obligation to pay: "Order with an obligation to pay"), the Buyer confirms that they have familiarized themselves with these Terms and Conditions, their content, fully agree with them, and have been duly informed that the order includes an obligation to pay the price.
2.3 The purchase contract is concluded at the moment when the Seller delivers a binding electronic confirmation of the order (acceptance of the proposal) to the e-mail address provided by the Buyer.
Article III. – Prices and Payment Conditions
3.1 All prices of goods in the e-shop are stated in Euros (EUR) including Value Added Tax (VAT) at the applicable statutory rate. Prices do not include delivery costs, which are specified before the final submission of the order in the shopping cart.
3.2 The Buyer may pay the purchase price using the methods offered by the e-shop at the time of the order (e.g., cash on delivery upon receipt, cashless bank transfer, or via a payment gateway).
Article IV. – Delivery Conditions and Acceptance of Goods
4.1 The Seller shall deliver the goods to the Buyer within the period specified for the given product, but no later than 30 days from the date of conclusion of the purchase contract, unless the contracting parties have agreed otherwise.
4.2 The Buyer is obliged to take delivery of the goods at the agreed place and time. If the Buyer fails to accept the goods for reasons on their part (despite being informed of the delivery date in due time), the Seller has the right to demand compensation for the actual transport costs incurred (return delivery).
4.3 Specification for goods made to order: Given that a substantial part of the Seller's product range is custom-made according to the Buyer's dimensions, the contract does not terminate if the Buyer fails to accept such custom goods. The Seller is entitled to insist on the performance of the purchase contract, demand payment of the full purchase price, and charge the costs for re-delivery of the goods.
4.4 In accordance with the applicable legal regulations, the goods are deemed accepted at the moment when the Buyer or a third party designated by them (excluding the carrier) takes over all parts of the ordered goods.
Article V. – Withdrawal from the Contract by the Consumer and Electronic Exercise of Rights (ONLINE BUTTON)
5.1 In accordance with the Consumer Protection Act, the Consumer has the right to withdraw from the purchase contract without giving a reason within 14 days. This period begins on the day the goods are accepted by the Consumer.
5.2 IMPORTANT NOTICE — Exception to the right of withdrawal (goods made to order / with custom dimensions): The Buyer acknowledges and expressly agrees that, in accordance with § 19 (1) (c) of the Consumer Protection Act, they cannot withdraw from the purchase contract without giving a reason within the 14-day period if the subject of the contract is the sale of goods made according to the consumer's special specifications, custom-made goods, or goods intended specifically for a single consumer. This applies in particular to goods (PUR/PIR boards, panels, profiles, and blocks) whose dimensions, lengths, or other technical parameters are cut, modified, and manufactured to order based on the individual requirements and dimensions specified by the Buyer in the order. The right to withdraw from the contract without giving a reason within 14 days (including via the online button below) applies exclusively to standard, standard-catalog goods sold in full, original packaging (e.g., construction chemicals, accessories, tools) that have not been modified in any way.
5.3 Methods of withdrawal from the contract and the online button: If the goods are standard products for which withdrawal is legally permitted, the Consumer may exercise their right to withdraw from the contract in the following ways:
Via the integrated online form and the dedicated cancellation button: The simplest method is to use the fully electronic form directly on the website stello.sk, which is accessible via a clearly marked link/button for withdrawal from the contract. The process is completed by clicking the button "Submit withdrawal from the contract".
In writing or via e-mail: By sending any unequivocal statement in writing by letter to the registered office of the Seller or by e-mail to stello@stello.sk. For this purpose, the Consumer may also use the standard model form, which constitutes Annex No. 1 to these Terms and Conditions.
5.4 Confirmation of receipt of electronic withdrawal: If the Consumer uses the option to withdraw from the contract via the online form and button directly on the website, the Seller shall, immediately upon receipt of this notice, send the Consumer a confirmation of receipt of the withdrawal on a durable medium (e-mail) stating the time of receipt.
5.5 The withdrawal period is deemed observed if the Consumer sends the notice of exercise of the right of withdrawal (whether in writing, via e-mail, or by pressing and submitting via the online button on the website) before the 14-day period expires.
5.6 The Consumer is obliged to send the goods back or hand them over to the Seller no later than 14 days from the day the notice of withdrawal from the contract was delivered. The direct costs associated with returning the goods shall be borne by the Consumer.
5.7 The Seller shall return to the Consumer all payments received, including the costs of the cheapest standard delivery method, no later than 14 days from the day the notice of withdrawal is delivered. The Seller shall return the payment using the same payment method used by the Buyer for their transaction, unless the Buyer has expressly agreed to a different method of payment (e.g., transfer to a bank account IBAN), and without charging any additional fees. The Seller is not obliged to return payments before the goods are delivered back to them or until the Consumer proves with a credible document that the goods have been sent back.
5.8 The Consumer is liable for any reduction in the value of the goods resulting from handling the goods in a manner that goes beyond what is necessary to establish the nature, characteristics, and functionality of the goods.
Article VI. – Rights from Defective Performance and Claims Procedure
6.1 Liability for defects: The Seller is liable for any defect that the goods have at the time of delivery (including goods manufactured with special dimensions to order) and which manifests itself within two years from the delivery of the goods (statutory period of liability for defects).
6.2 Primary rights of the Consumer: If the goods are defective (e.g., the cut dimension does not match the order beyond the permitted technical tolerance), the Consumer has the right to choose to have the defect rectified by repair or replacement of the goods, provided that the chosen method is not impossible or would not incur disproportionate costs for the Seller.
6.3 Secondary rights of the Consumer: The Consumer has the right to a reasonable discount on the purchase price or may withdraw from the purchase contract (refund) if the Seller has not rectified the defect by repair or replacement, if the defect manifests itself repeatedly, or if the defect is so serious that it justifies an immediate reduction in price or withdrawal. The Consumer cannot withdraw from the contract if the defect in the goods is negligible.
6.4 Time limit for settlement: The Seller shall rectify the claimed defect within a reasonable time, but no later than 30 days from the moment they were informed of the defect and the goods were made available to them for assessment.
Article VII. – Alternative Dispute Resolution (ADR)
7.1 The Consumer has the right to contact the Seller with a request for remedy (via e-mail to stello@stello.sk). If the Seller responds negatively or fails to respond within 30 days, the Consumer may submit a proposal to initiate an alternative dispute resolution to an ADR entity (e.g., Slovak Trade Inspection) in accordance with Act No. 391/2015 Z. z., or use the ODR platform at: https://ec.europa.eu/consumers/odr/.
PART II. – TERMS AND CONDITIONS FOR BUSINESSES (B2B)
This section of the Terms and Conditions applies exclusively to relationships where the buyer is a business entity (a natural or legal person who states a Company ID/IČO, Tax ID/DIČ, or VAT ID/IČ DPH in the order).
1. Legal relations between the Seller and the Business Buyer shall be governed by Act No. 513/1991 Zb., Commercial Code, as amended. Provisions for consumer protection under Slovak and European law, as well as the right to withdraw from the contract without giving a reason or online exercise of withdrawal via the web button, do not apply to the Business Buyer.
2. The Business Buyer does not have a statutory right to withdraw from the contract without giving a reason within a 14-day period. A submitted order for any goods (including goods with custom-cut dimensions) is binding for the Business Buyer from the moment of confirmation by the Seller.
3. Contractual penalty for non-acceptance: In the event that the Business Buyer unreasonably fails to take delivery of custom goods (dimensions to order) even within an additional period of 7 days from the Seller's request, the Seller is entitled to withdraw from the contract and demand from the Business Buyer a contractual penalty equal to 20% of the total purchase price of the given order to cover the costs associated with the degradation of material, as well as compensation for demonstrably incurred transport costs.
PART III. – FINAL PROVISIONS
These General Terms and Conditions become valid on the day of publication and effective from June 19, 2026. In Báhoň, on June 17, 2026 (with updated effectiveness from June 19, 2026)
ANNEX NO. 1 – MODEL WITHDRAWAL FORM
(Complete and return this form only if you wish to withdraw from the contract in written/paper form and the subject of the contract WAS NOT goods with dimensions to order / custom-cut)
IMPORTANT NOTICE FOR THE CONSUMER: According to § 19 (1) (c) of Act No. 108/2024 Z. z., IT IS NOT POSSIBLE to withdraw from the contract without giving a reason within 14 days (either in writing or via the online button) for goods that have been cut, modified, or zhotovené according to your special requirements or dimensions to order (custom-made).
TIP FOR SPEEDING UP THE PROCESS: You can complete the withdrawal from the contract for standard catalog goods (e.g., unopened accessories, construction chemicals) more easily and quickly electronically via the new online button directly on our website stello.sk without the need to fill out and print this paper form.
Recipient: STELLO s.r.o., 1. mája 140/14, 900 84 Báhoň, Slovak Republic.
E-mail: stello@stello.sk
I hereby give notice that I withdraw from the purchase contract for these standard (unmodified) goods:
Name and surname of the consumer: __________________________________________
Address of the consumer: __________________________________________________
Order number / Invoice number: ____________________________________________
Name and code of the returned goods: ___________________________________________
Date of order / Date of receipt: ________________ / ________________
Bank account number for returning funds (IBAN): ____________________________
Date: _________________
Signature of the consumer: __________________________________
(only if this form is submitted in paper form)