Refund policy
Return, Refund and Complaints Policy
Effective date: November 7, 2026
Slovenská verzia: obchodné podmienky v slovenčine
Thank you for shopping at EntomoBoxes, operated by Nymphalis s. r. o. This policy explains your right to withdraw from a purchase, how returns and refunds work, and how to file a complaint (claim under the legal guarantee). It also serves as our complaints procedure (reklamačný poriadok) under Slovak law. Nothing in this policy limits your statutory rights as a consumer.
1. Right of Withdrawal (30 days)
As a consumer, you can withdraw from your purchase within 30 days without giving any reason. EU consumer law gives you 14 days. We voluntarily extend this to 30 days, for customers inside and outside the EU.
Period: the withdrawal period expires 30 days after the day you (or a person nominated by you, other than the carrier) take physical possession of the goods. If you ordered several items delivered separately, the period runs from receipt of the last item.
How to withdraw: the easiest way is our online withdrawal function. Click "Withdraw from contract here" in the footer of every page of our store, or go directly to entomoboxes.com/pages/withdraw-from-contract. You don't need to log in. Fill in your name, your order number and the email address where we should send the confirmation. You can also say which items you are returning (otherwise we treat it as the whole order) and, if you like, why. Then click "Confirm withdrawal". We will immediately send you an acknowledgement of receipt by email, including the content of your withdrawal and the date and time you submitted it.
You can also withdraw by any other clear statement, for example by email to info@entomoboxes.com or by letter to our address below. You may use the model withdrawal form in Appendix A, but you don't have to. Your withdrawal is on time if you send it no later than the last day of the 30-day period.
Sending the goods back: please send the goods back to Nymphalis s. r. o., Ulica Veterná 8508/45, 917 01 Trnava, Slovakia, without undue delay and no later than 14 days after you informed us. Returns are sent by post or courier. You bear the direct cost of returning the goods. We recommend a trackable shipping service and secure packaging (ideally the original box).
2. Refund after Withdrawal
We will refund all payments received from you, including the original delivery costs (except any extra cost if you chose a more expensive delivery than the cheapest standard option we offered), without undue delay and no later than 14 days from the day we receive your withdrawal notice. We may withhold the refund until we have received the goods back or you have provided proof of sending them, whichever is earlier.
We use the same payment method you used for the original purchase, unless you expressly agree otherwise. You will not be charged any fees for the refund, and we don't charge a restocking fee. Banks or card issuers may take a few extra days to post the transaction. If you haven't received your refund within 10 days after we confirmed it, please email us at info@entomoboxes.com and we'll sort it out.
Condition of returned goods: you may handle the goods as you would in a shop to check their nature and characteristics. You are liable for any diminished value resulting from handling beyond that (for example damaged specimens or used equipment). In that case we may reduce the refund by the loss in value and will explain the deduction to you.
3. Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to:
- Live biological material: live eggs, larvae and pupae. They develop and hatch within days or weeks, need specific temperature and humidity to survive, and cannot be returned without serious risk to their health, so they count as goods that deteriorate rapidly. We sell them only seasonally and ship them only within the EU. The product page of every live item says, before you order, that there is no right of withdrawal. This does not affect your legal guarantee: if live material arrives dead, damaged or not as described, see "Live arrival" in Section 4.
- Goods made to your specifications: products made to your individual requirements, for example pinning boards with custom slot widths or custom dimensions.
- Free digital guides (PDF) that we send you when you sign up for our newsletter, once we have sent them. See Section 5 of our Terms of Service.
Dried specimens and all other products can be returned under Sections 1 and 2. Because specimens are very fragile, please keep them in their original protective packaging if you are thinking about returning them. Unused gift cards can be returned within 30 days of purchase for a full refund.
4. Legal Guarantee and Complaints
All products are covered by the legal guarantee of conformity under Slovak law (Act No. 40/1964 Coll., the Civil Code, and Act No. 108/2024 Coll. on consumer protection) and Directive (EU) 2019/771. We are responsible for any lack of conformity (defect) that exists at the time of delivery and becomes apparent within 24 months of delivery.
Damage in transit: if your order arrives damaged, please let us know as soon as possible, ideally within 48 hours, with photos of the product and the packaging. This helps us claim the damage from the carrier quickly. It does not shorten your legal guarantee.
Live arrival: live eggs, larvae and pupae must arrive alive and in good condition. If they do not, please email us photos of the material and the packaging within 48 hours of delivery, ideally within 24 hours, so we can see what happened while it is still visible. We will then send you a replacement (if still available in the season) or a full refund of the affected items, as you prefer. If you contact us later, your legal guarantee rights still apply, but it may be harder for us to assess the cause.
How to file a complaint: email info@entomoboxes.com (or write to Nymphalis s. r. o., Ulica Veterná 8508/45, 917 01 Trnava, Slovakia) with your order number, a description of the defect and photos if possible. If we ask you to send the product to us, we cover the shipping costs of a justified complaint.
Your rights: you can ask for the product to be repaired or replaced, free of charge. You can choose between repair and replacement, unless your choice is impossible or would be disproportionately expensive compared with the other option. If repair or replacement is not possible, is not done within a reasonable time, the defect appears again, or the defect is serious, you are entitled to a proportionate price reduction or to terminate the contract and get a full refund.
Good to know: please tell us about a defect within two months of discovering it; otherwise you may lose your guarantee rights (Slovak Civil Code, Section 621(3)). If we fix a defect by repair, the 24-month guarantee period is extended once by 12 months.
Handling time: we will confirm your complaint in writing (by email) without undue delay, including the time within which we will fix the defect. That time is no longer than 30 days from the day you filed the complaint, unless an objective reason outside our control justifies a longer time. You will receive a written confirmation of how the complaint was handled. If we reject a complaint, we will explain the reasons in writing. If you later prove our responsibility with an expert opinion, you can file the complaint again, and if the expert opinion confirms our responsibility, we reimburse its reasonable cost.
4a. Customers outside the EU
Our 30-day right of withdrawal applies to you wherever you live. On top of that, you always keep the consumer rights given by the law of your own country, and nothing in this policy limits them.
United Kingdom: under the Consumer Contracts Regulations 2013 you can cancel within 30 days as described in Section 1 (the Regulations give you 14 days, and we extend this to 30), with the same exceptions for perishable live material and items made to your specifications. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they're faulty, you can reject them for a full refund within 30 days of delivery, and after that you're entitled to a repair or replacement, or to a price reduction or refund if that doesn't work out. These rights are not limited to 24 months.
Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Other countries: any mandatory consumer protection in your country applies in addition to this policy.
5. Cancellations before Shipping
If you change your mind before your order ships, email us at info@entomoboxes.com as soon as possible (or use the online withdrawal function). If the order has not been shipped yet, we will cancel it and refund the full amount. Once it has been shipped, the withdrawal process in Section 1 applies.
6. Business Customers
The right of withdrawal under Sections 1 to 3 applies to consumers. Business customers can still contact us. We are happy to find a solution case by case.
7. Complaints and Dispute Resolution
If you are not satisfied with how we handled your complaint, withdrawal or any other request, or you believe we have violated your rights, please first send us a request for redress (žiadosť o nápravu) to info@entomoboxes.com. If we reject it or do not reply within 30 days of when you sent it, you can file a proposal for alternative dispute resolution (ADR) with a competent ADR body, generally within one year. The main ADR body in Slovakia is the Slovak Trade Inspection (Slovenská obchodná inšpekcia), Bajkalská 21/A, 827 99 Bratislava 27, ars@soi.sk, www.soi.sk/alternativne-riesenie-spotrebitelskych-sporov. ADR at SOI is free of charge. You can also choose another ADR body from the list kept by the Slovak Ministry of Economy. If you live in another EU country, the European Consumer Centre in your country can help you for free. Your right to go to court is not affected.
8. Contact & Business Information
EntomoBoxes is owned and operated by:
Nymphalis s. r. o.
Ulica Veterná 8508/45, 917 01 Trnava, Slovakia
Company ID (IČO): 56 689 331
VAT ID (IČ DPH): SK2122390292
Registered in the Commercial Register of the District Court Trnava, Section Sro, Insert No. 58314/T
Email: info@entomoboxes.com
Phone: +421 947 950 865
Appendix A - Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract. This form is optional - any other clear statement of your decision to withdraw is equally valid.)
You can also withdraw online at entomoboxes.com/pages/withdraw-from-contract ("Withdraw from contract here" in the footer of every page).
To: Nymphalis s. r. o., Ulica Veterná 8508/45, 917 01 Trnava, Slovakia, info@entomoboxes.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
Ordered on (*)/received on (*): _______________________
Name of consumer(s): _______________________
Address of consumer(s): _______________________
Signature of consumer(s) (only if this form is notified on paper): _______________________
Date: _______________________
(*) Delete as appropriate.
