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Consumer Protection Information
1. Introduction
1.1. Please be advised that this website is
operated by
Mybettershelf
Kereskedelmi Korlátolt Felelősségű Társaság
Abbreviated
name: Mybettershelf Kft.
Company
registration number: 01-09-373198
Tax ID:
28768038-2-42
Registered
office: Hungary, 1148 Budapest, Jerney Street 41, 3rd floor, Door 12
Mailing
address: Hungary, 1148 Budapest, Jerney Street 41, 3rd floor, Door 12
Email address:
info@mybettershelf.com
Website: https://www.mybettershelf.com/
(hereinafter: Service Provider)
operates.
This website:
https://www.mybettershelf.com/
is the website
accessible at the above internet address, along with the web pages and subpages
available there.
1.2.
Consumer: a natural person acting for purposes outside the scope of their
independent occupation or economic activity, who purchases, orders, receives,
uses, or avails themselves of goods, or is the recipient of commercial
communications or offers related to the goods;
Furthermore, with respect to the provisions of Act CLV of 1997 on Consumer
Protection, a consumer is:
a) for the purposes of the rules governing the conciliation body—with the
exception of the application of Regulation (EU) No. 524/2013 of the European
Parliament and of the Council of May 21, 2013, on online dispute resolution for
consumer disputes and amending Regulation (EC) No. 2006/2004 and Directive
2009/22/EC – a civil organization, ecclesiastical legal entity, condominium, or
housing cooperative acting under a separate law for purposes outside the scope
of its independent occupation and economic activity , which purchases, orders,
receives, uses, or utilizes goods, or is the recipient of commercial
communications or offers related to such goods; furthermore, a micro, small, or
medium-sized enterprise (hereinafter collectively: SME) that uses public
services or, within the framework of retail activities under the Trade Act,
purchases, uses, or makes use of a product, or is the recipient of commercial
communications or offers related to the product;
b) on action against unjustified geo-blocking and other forms of
discrimination based on the buyer’s nationality, place of residence, or place
of establishment within the internal market, as well as on the implementation
of Regulation (EC) No 2006/2004 and Regulation (EU) 2017/2394, and Regulation
(EU) 2018/302 of the European Parliament and of the Council of 28 February 2018
amending Directive 2009/22/EC [hereinafter: Regulation (EU) 2018/302], an
undertaking that qualifies as a buyer under Regulation (EU) 2018/302.
1.3. Consumer-related terms:
Micro, small, and medium-sized enterprises: micro, small, and medium-sized
enterprises as defined in the Act on Small and Medium-Sized Enterprises and the
Promotion of Their Development: an enterprise with fewer than 250 employees and
an annual net turnover not exceeding the forint equivalent of 50 million euros,
or a balance sheet total not exceeding the forint equivalent of 43 million
euros. An enterprise is not classified as a micro, small, or medium-sized
enterprise if the state or a local government holds a direct or indirect
ownership interest—based on capital or voting rights—that, individually or
collectively, reaches or exceeds 25%.
The provisions of the Civil Code governing consumer rights, as set forth in
the chapter titled “Defective Performance,” shall also apply to micro, small,
and medium-sized enterprises acting outside the scope of their profession,
independent occupation, or business activity, as defined by the Act on Small
and Medium-Sized Enterprises and the Support of Their Development. Accordingly,
the provisions of these GTC relating to defective performance, warranty, and
guarantee in accordance with the Civil Code shall also apply to such
enterprises.
Consumer Contract: A contract between a consumer and a business—aimed at
the sale of goods classified as movable property, the provision of digital
content, or the provision of digital services.
2.
Defective performance
The Service Provider is in breach of contract if the product does not meet
the quality requirements set forth in the contract or by law at the time of
performance.
The Service Provider is not in breach of contract if you were aware of the
defect at the time the contract was concluded, or should have been aware of the
defect at that time.
It is presumed that a defect you discover within one year of performance
already existed at the time of performance, unless this presumption is
incompatible with the nature of the item or the nature of the defect. In
practice, this means that in the case of a defect discovered within one year,
the burden of proof lies with the Service Provider. The same applies to
purchases made by Users classified as micro, small, or medium-sized enterprises
acting outside the scope of their trade, independent profession, or business
activity, with the exception that this provision applies to defects discovered
within six months of performance.
The Service Provider shall be deemed to have performed defectively if the
defect in the goods arises from improper installation, provided that the
installation forms part of the sales contract and was performed by the Service
Provider, or was performed under the Service Provider’s responsibility, or you
were required to perform the installation, and the improper installation is a
consequence of deficiencies in the installation instructions provided by the
Service Provider.
If, under the sales contract, the Service Provider is responsible for
commissioning the goods, or the commissioning is carried out under the Service
Provider’s responsibility, performance shall be deemed completed by the Service
Provider upon completion of the commissioning.
3. Warranty
In the event of defective performance by the Service
Provider, you may assert a claim for warranty against the Service Provider in
accordance with the provisions of the Civil Code and Government Decree No.
373/2021 (VI. 30.).
You may, at your discretion, assert the following
warranty claims: You may request repair or replacement, unless the claim you
have chosen is impossible to fulfill or would entail disproportionate
additional costs for the Service Provider compared to fulfilling another claim.
In determining the existence of disproportionate additional costs, the Service
Provider must take into account all circumstances, including the value of the
service in a defect-free condition and the severity of the breach of contract.
If the Service Provider has not undertaken to repair or replace the item, or
cannot fulfill this obligation within a reasonable timeframe—taking into
account the item’s characteristics and the purpose for which you reasonably
expect it to be used—while safeguarding your interests, or if your interest in
the repair or replacement has ceased, you may request a proportional reduction
in the consideration or withdraw from the contract; however, you may not repair
the defect yourself at the Service Provider’s expense, nor may you have it
repaired by a third party. The provisions set forth in this paragraph
shall also apply to micro, small, and medium-sized enterprises acting outside
the scope of their trade, independent occupation, or business activity.
You are also entitled—in proportion to the severity of
the breach of contract—to demand a proportional reduction in the purchase price
or to terminate the sales contract if
- the Service Provider has failed to perform or
refused to perform the repair or replacement, or has performed it but has not
borne, or has not fully borne, the costs associated with taking back the
replaced goods;
- a recurring performance defect has arisen, despite
the Service Provider’s attempt to bring the goods into conformity with the contract;
- the defect in performance is so serious that it
justifies an immediate price reduction or the immediate termination of the
sales contract; or
- the Service Provider has not undertaken to bring the
goods into conformity with the contract, or it is evident from the
circumstances that the Service Provider will not bring the goods into
conformity with the contract within a reasonable time or without causing you
significant harm.
The compensation shall be proportionate if its amount
corresponds to the difference between the value of the goods to which you would
have been entitled had the contract been performed and the value of the goods
you actually received. The provisions set forth in this paragraph shall
also apply to micro, small, and medium-sized enterprises acting outside the
scope of their trade, independent profession, or business activity.
Your right to terminate the sales contract based on
the warranty of quality may be exercised by sending a legal notice to the
Service Provider expressing your decision to terminate the contract. The
provisions set forth in this paragraph shall also apply to micro, small, and
medium-sized enterprises acting outside the scope of their trade, independent
occupation, or business activity.
If the defective performance affects only a specific
part of the goods delivered under the sales contract, and the conditions for
exercising the right to terminate the contract with respect to those goods are
met, you may terminate the sales contract only with respect to the defective
goods, but you may also terminate it with respect to any other goods acquired
together with them if it cannot reasonably be expected of you to retain only
the goods that conform to the contract.
Withdrawal is not permitted due to a minor defect. If
you wish to terminate the sales contract on the grounds of defective
performance, the Service Provider bears the burden of proving that the defect
is minor. The provisions of this paragraph applicable to the Consumer shall
also apply to micro, small, and medium-sized enterprises acting outside the
scope of their trade, independent profession, or business activity.
You are entitled to withhold the remaining portion of
the purchase price—in whole or in part, commensurate with the severity of the
breach—until the Service Provider fulfills its obligations regarding
contractual performance and the defective performance. The provisions set
forth in this paragraph shall also apply to micro, small, and medium-sized
enterprises acting outside the scope of their trade, independent profession, or
business activity.
You may switch from one warranty option to another,
but you shall bear the cost of the switch, unless it was justified or the
Service Provider gave cause for it.
You are required to report the defect immediately upon
discovery, but no later than two months from the date of discovery. In the case
of a contract between a consumer and a business, a defect reported within two
months of discovery shall be deemed to have been reported without delay. The
entitled party is liable for any damages resulting from a delay in
notification. However, the Service Provider draws your attention to the fact
that you may no longer enforce your warranty rights after the two-year statute
of limitations period from the performance of the contract has expired. In the
case of used goods, this period is one year. The provisions set forth in this
paragraph shall also apply to micro, small, and medium-sized enterprises acting
outside the scope of their trade, independent occupation, or business activity.
Within one year of performance, there are no
conditions for asserting a warranty claim other than notifying the defect,
provided you can prove that the product was supplied by the Service Provider.
However, after one year has elapsed since performance, you are required to
prove that the defect you identified already existed at the time of
performance.
The Service Provider must repair or replace the goods
within a reasonable timeframe—determined with regard to the goods’
characteristics and the purpose for which you can reasonably expect them to be
used. The reasonable timeframe shall be calculated from the date on which you
reported the defect to the Service Provider.
You must make the goods available to the Service
Provider for the purpose of repair or replacement. The costs associated with
fulfilling the warranty obligation shall be borne by the Service Provider.
The Service Provider must arrange for the return of
the replaced goods at its own expense. The provisions set forth in this
paragraph shall also apply to micro, small, and medium-sized enterprises acting
outside the scope of their trade, independent profession, or business activity.
In addition to bearing the costs, the Service Provider
must also arrange for the return of the replaced goods. If the repair or
replacement requires the removal of goods that, in accordance with the nature
and purpose of the goods—prior to the defect becoming apparent — the obligation
to repair or replace includes the removal of the non-conforming goods and the
installation of the replacement goods or the repair, or the bearing of the
costs of removal and installation.
In the event of withdrawal, if you terminate the sales
contract in its entirety or with respect to part of the goods delivered under
the sales contract, you must return the relevant goods to the Service Provider
at the Service Provider’s expense, and the Service Provider must immediately
refund to you the purchase price paid for the goods in question as soon as it
has received the goods or proof of their return.
4.
Product Warranty
The provisions of this chapter shall also apply to micro, small, and
medium-sized enterprises acting outside the scope of their trade, independent
occupation, or business activity, as defined by the Act on Small and
Medium-Sized Enterprises and the Support of Their Development .
In the event of a defect in a movable item (product), you may, at your
discretion, exercise your right as specified in Section 3 or assert a product
warranty claim.
As a product warranty claim, you may only request the repair or replacement
of the defective product.
A product is defective if it does not meet the quality requirements in
effect at the time of its release to the market or if it does not possess the
characteristics specified in the manufacturer’s description.
You may assert your product warranty claim within two years from the date
the product was placed on the market by the manufacturer. After this period
expires, you lose this right.
You may assert your product warranty claim exclusively against the
product’s manufacturer or distributor (hereinafter collectively referred to as
the “manufacturer”). When asserting a product warranty claim, you must prove
that the product defect existed at the time the manufacturer placed the product
on the market.
The manufacturer (distributor) is only exempt from its product warranty
obligations if it can prove that:
– the product was not manufactured or placed on the market in the course of
its business activities, or
– the defect was not recognizable at the time of placing the product on the
market according to the state of science and technology, or
– the defect in the product results from the application of a law or
mandatory official regulation.
The manufacturer (distributor) need only prove one of these grounds to be
exempt from liability.
Please note that you may assert a warranty claim against the Service
Provider and a product warranty claim against the manufacturer simultaneously
and in parallel for the same defect. If your product warranty claim is
successfully enforced, you may thereafter assert your warranty claim regarding
the replaced product or the part of the product subject to repair only against
the manufacturer.
5.
Warranty
In the event of defective
performance, Act V of 2013 on the Civil Code, Government Decree 151/2003. (IV.
29.) NGM on the procedural rules for handling warranty and guarantee claims
regarding goods sold under contracts between consumers and businesses (IV. 29.)
NGM on the procedural rules for handling warranty and guarantee claims
regarding goods sold under a contract between a consumer and a business
(hereinafter: NGM Decree), the Service Provider is obligated to provide a
warranty for durable consumer goods sold by it that fall under the scope of
Government Decree No. 151/2003. (IX. 22.).
For products not covered by these
regulations, there is no mandatory warranty obligation under the law.
Duration of the warranty:
- 2 years for a sales price of
10,000 forints or more but not exceeding 250,000 forints,
- 3 years for a sales price
exceeding 250,000 forints.
The warranty period begins on the
date the product is delivered to you, or if the installation is performed by
the Service Provider or its agent, on the date of installation.
If you have the product commissioned
more than six months after delivery, the warranty period begins on the date of
delivery.
In the event of repair of the
consumer product, the warranty period is extended from the date of handover for
repair by the period during which you were unable to use the consumer product
for its intended purpose due to the defect.
If the purchased product is a new
durable consumer good subject to Government Decree No. 151/2003 (IX. 22.) and
the purchased product malfunctions during the mandatory warranty period
prescribed by law, you may assert the same claims against the Service Provider
as you would under the warranty for defects. Thus, you have the option—in the
order described above under the subheading “Warranty”—to request repair,
replacement, or a price reduction, or to withdraw from the contract.
You may submit your request for
repair, at your discretion, directly at the Service Provider’s headquarters,
any of its business locations, branches, or at the repair service indicated by
the Service Provider on the warranty card.
You may exercise your rights under
the warranty using the warranty certificate provided to you; any irregularity
in the issuance of the warranty certificate or failure to provide it does not
affect the validity of the warranty. In the event that the warranty certificate
is not provided, the conclusion of the contract shall be deemed proven if you
present a receipt confirming payment of the purchase price. The return of the
opened packaging of the consumer product is not a condition for the fulfillment
of the warranty claim.
Special requirements (such as
periodic inspections) may be imposed on you to ensure the proper installation
or maintenance of a consumer product, provided that proper installation or
maintenance cannot be ensured in any other way and that fulfilling the
requirement does not impose a disproportionate burden on you. If such special
requirements apply to the product in question, the Service Provider shall
provide you with the information necessary for proper installation and/or
operation at the time of delivery of the product.
The Service Provider is only exempt
from its warranty obligation if it proves that the cause of the defect arose
after performance.
Unless expressly agreed in writing,
the Service Provider does not guarantee that the goods are suitable for any
specific purpose you intend to achieve. The Service Provider has the right to
have any reported defect in the purchased product reviewed by a specialized
service provider. If the defect is attributable to improper use, you are
responsible for the repair costs. The Service Provider’s warranty obligation does
not apply in cases where the product has been disassembled by unauthorized
persons, its casing has been broken or opened, its structural design has been
altered, or in cases of malfunctions resulting from:
- result from improper installation,
- improper use,
- improper commissioning,
- failure to perform required
maintenance,
- vandalism.
Recommendations for the
proper use of shelves:
- the maximum load capacity
of the shelves is 10 kg;
- the shelves are intended for indoor use only, where they are not
exposed to moisture or extreme humidity;
- the shelves can be used at
temperatures between 0 and 40°C.
If the product ordered on the
website is a new durable consumer good subject to Government Decree No.
151/2003 (IX. 22.), the Service Provider will include a warranty certificate
with the product or send you an electronic warranty certificate, or make it available
for download. You may request that the warranty certificate be provided in a
manner other than electronically. The Service Provider is obligated to provide
the warranty certificate electronically no later than the day following the
delivery or installation of the product. If the Service Provider does not
deliver the warranty certificate as an electronic document via direct
transmission but instead makes it available to you in the form of a download
link, the Service Provider may not discontinue the availability of the
electronic warranty certificate for download until the end of the warranty
period and must ensure the accessibility of the download link. The warranty
certificate must be made available to you in a format that ensures the
legibility of its contents until the end of the warranty period. The list of
durable consumer goods is contained in the annex to Decree No. 10/2024 (VI.
28.) IM on the definition of the scope of durable consumer goods subject to
mandatory warranty. For products not included in this list, there is no
mandatory warranty obligation under the law.
The Service Provider is not
obligated to issue a warranty certificate or provide it to you if the sales
price of the consumer good does not exceed 50,000 forints. In this case, rights
arising from the warranty may be enforced with a document proving payment of
the purchase price—an invoice or receipt issued in accordance with the Value
Added Tax Act. The Service Provider is required to bring this circumstance to
your attention at the time of delivery of the consumer product.
If the sales price of the consumer
product does not exceed 50,000 forints and the Service Provider does not issue
a warranty card, the Service Provider is required to inform you of:
- the name and type of the consumer
product suitable for its identification, as well as its serial number, if any,
- your rights under the warranty,
the deadline, location, and conditions for exercising those rights, and
- the fact that, in the event of a
consumer dispute, you may also initiate proceedings before the conciliation
board operated by the county (capital city) chambers of commerce and industry.
This information must be provided in
a format that ensures its legibility until the end of the warranty period.
If, during the first repair, the
Service Provider determines that the product cannot be repaired, the Service
Provider is obligated to replace the product within eight days, unless you
specify otherwise. If this is not possible, the Service Provider is obligated
to refund the purchase price indicated on the warranty card, or in its absence,
on the receipt presented by you confirming payment of the product’s purchase
price—an invoice or receipt issued in accordance with the Value Added Tax
Act—to you at within eight days. This provision does not apply to electric
bicycles, electric scooters, quads, motorcycles, mopeds, passenger cars,
motorhomes, caravans, trailer caravans, trailers, or motorized watercraft.
If the product fails again after
three repairs within the warranty period—unless you specify otherwise—the
Service Provider is obligated to replace the consumer product within eight
days. If it is not possible to replace the consumer product, the Service
Provider is obligated to refund the purchase price indicated on the warranty
card, or in the absence thereof, on the receipt presented by you confirming
payment of the purchase price of the consumer product—such as an invoice or
receipt issued in accordance with the Value Added Tax Act—to you within eight
days. This provision does not apply to electric bicycles, electric scooters,
quads, motorcycles, mopeds, passenger cars, motorhomes, caravans, caravan
trailers, trailers, or motorized watercraft.
If the consumer product is not
repaired by the thirtieth day following the notification of the repair request
to the Service Provider—unless you provide otherwise—the Service Provider is
obligated to replace the consumer product within eight days following the
unsuccessful expiration of the thirty-day period. If replacement of the
consumer product is not possible, the Service Provider is obligated to issue a
credit note, or, in the absence thereof, on the receipt presented by you
confirming payment of the purchase price of the consumer product—an invoice or
receipt issued in accordance with the Value Added Tax Act—within eight days
following the unsuccessful expiration of the thirty-day repair period. This
provision does not apply to electric bicycles, electric scooters, quads,
motorcycles, mopeds, passenger cars, motorhomes, caravans, caravan trailers,
trailers, or motorized watercraft.
If you cancel the purchase due to a
defect in the consumer product, or if the installation was performed by the
Service Provider or its agent, and you submit a request for replacement within
three business days of the date of installation, the Service Provider may not
invoke disproportionate additional costs but is obligated to replace the
consumer product, provided that the defect prevents its intended use.
Please note that you may assert claims
under the warranty for defects and the service warranty, as well as claims
under the product warranty and the service warranty, simultaneously and in
parallel for the same defect. However, if you have successfully asserted a
claim arising from defective performance due to a specific defect (for example,
the Service Provider replaced the product), you may no longer assert a claim
regarding the same defect on a different legal basis.
6.
Right of withdrawal without cause
When ordering a product, you have
the right to withdraw from the contract within 14 days without giving any
reason.
The withdrawal period:
a) for a contract for the sale of a product: expires 14 days after the day on
which you or a third party designated by you, other than the carrier, takes
delivery of the product;
b) in the case of the delivery of multiple products: expires 14 days after the
day on which you or a third party designated by you, other than the carrier,
takes delivery of the last product;
c) in the case of delivery of a product consisting of multiple items or pieces:
on the day you or a third party designated by you, other than the carrier,
takes delivery of the last item or piece;
d) Furthermore, in the cases described in points a), b), and c), you may
exercise your right of withdrawal during the period between the date of
conclusion of the contract and the date of receipt of the product.
You may submit your
notice of withdrawal in any manner, whether verbally or in writing.
If you wish to exercise your right of withdrawal, you must send or submit a
clear statement of your intention to withdraw to one of the following contact details:
Recipient: Mybettershelf Kft.
Mailing Address (for sending a notice of withdrawal by mail): Hungary,
1148 Budapest, Jerney Street 41, 3rd Floor, Door 12
Product return address: Hungary, 2045 Törökbálint, Mechanikai Művek
Industrial Park, Dózsa György Street 105/52 (BÚTOR-TRIÓ Kft.)
Email (electronic notice of withdrawal): info@mybettershelf.com
For this
purpose, you may also use the sample withdrawal form
available for download at the following link:
Alternatively, you can
copy its contents from here:
--
Sample withdrawal notice
(Please fill
this out and return it only if you intend to withdraw from the contract)
Mailing address (for withdrawal notice sent by mail): Hungary, 1148
Budapest, Jerney Street 41, 3rd Floor, Door 12
Product return address: Hungary, 2045 Törökbálint, Mechanikai Művek
Industrial Park, Dózsa György Street 105/52 (BÚTOR-TRIÓ Kft.)
Email (notice of withdrawal sent electronically): info@mybettershelf.com
I, the undersigned
…………………………………………………………………, hereby declare that I am exercising my right of
withdrawal with respect to the contract for the sale of the following
product(s):
Date of receipt of the
product:
Consumer’s name:
Consumer’s address:
Consumer’s signature
(only for written statements):
Date:
--
You will exercise your
right of withdrawal within the deadline if you send your written notice of
withdrawal before the expiration of the deadline indicated above, or if you
announce it verbally on the last day of the deadline. You are responsible for
proving that you exercised your right of withdrawal in the manner and within
the deadline specified herein.
The
exercise of the right of withdrawal is not precluded by the opening of the
packaging or by use necessary to establish the nature, characteristics, and functioning
of the product.
Legal Effects of Withdrawal
If you withdraw from
this contract, we will refund all payments you have made, including shipping
costs, without delay but no later than 14 days from the date we receive your
notice of withdrawal (except for any additional costs incurred because you chose
a shipping method different from the cheapest standard shipping method we
offered.) We will use the same payment method ( ) used in the original
transaction for the refund, unless you expressly agree to a different payment
method; you will not incur any additional costs as a result of this refund
method. We may withhold the refund until we have received the product back or
you have provided proof that you have returned it: whichever occurs first.
If you ordered multiple
products and the Service Provider shipped them to you either together or
separately but for a single shipping fee, and you do not exercise your right of
withdrawal without cause for all products, the shipping cost will be refunded
as follows:
- if the total shipping
cost for all products in this specific case is equal to the shipping cost you
would have paid had you ordered only the product(s) subject to withdrawal, then
the full amount of the shipping cost will be refunded;
- if the delivery cost
would have been lower had you ordered only the product(s) subject to
withdrawal, then only this lower amount will be refunded to you as
reimbursement for the delivery cost.
You are required to
return or hand over the product to us without undue delay, but no later than 14
days from the date of notification of your withdrawal. The deadline is deemed
met if you send the product before the 14-day period expires.
You are liable for any loss in value
of the product only if such loss resulted from handling the product beyond what
is necessary to establish its nature, characteristics, and functioning.
You
are responsible for arranging the return of the product and for the cost of the
return. You may also return the product in person after scheduling
an appointment with customer service. If the
Service Provider also sells the goods in a physical store, and you exercise
your right of withdrawal without cause in person at the Service Provider’s
store, you are entitled to return the goods to the Service Provider at the same
time.
After the withdrawal is
accepted and the goods are returned, a refund will be issued within 14 days of
receiving the notice of withdrawal. In the event of withdrawal, we will refund
both the purchase price of the product subject to withdrawal and the shipping
costs.
Exceptions to the right of withdrawal:
Pursuant to Section 29(1) of Government Decree No. 45/2014 (II. 26.), the
consumer may not exercise the right of withdrawal:
-
in the case of a
non-prefabricated product manufactured according to the consumer’s instructions
or at their express request, or in the case of a product clearly tailored to
the consumer’s person.
7. Complaint options, dispute resolution forums
In accordance with the
relevant provisions of the General Terms and Conditions, we hereby provide the
following information regarding the options for filing complaints and resolving
disputes.
7.1. Consumer complaint: a
complaint filed by a consumer against the business, directed at the business or
a person acting on behalf of or for the benefit of the business, regarding
conduct, actions, or omissions directly related to the distribution or sale of
goods to consumers, aimed at remedying an individual legal or factual
grievance, with the exception of claims for warranty of fitness for purpose,
product warranty, or guarantee.
Consumers may submit
their complaints to the Service Provider by mail, telephone, or email using the
following contact information:
Mybettershelf Kft.
Mailing Address: Hungary, 1148
Budapest, Jerney Street 41, 3rd Floor, Door 12
Email address:
info@mybettershelf.com
Phone: +36 20 365 3641
The
Service Provider will immediately investigate the verbal complaint and, if
necessary, resolve it immediately. If this is not possible, or if the Consumer
disagrees, the Service Provider will respond to the written complaint in
writing within thirty days at the latest, providing a substantive and
verifiable response.
The
Service Provider may refrain from investigating a repeated complaint made by
the same Consumer that is identical in content to a previously answered
complaint and contains no new information, as well as a consumer complaint made
by an unidentifiable person.
If
the Consumer disagrees with the Service Provider’s actions, or if an immediate
investigation of the complaint is not possible, the Service Provider is
obligated to immediately record a report regarding the complaint and its
position on the matter, and to provide a copy of said report to the Consumer on
the spot in the case of a verbal complaint communicated in person, in the case
of a verbal complaint made by phone or electronically via (provided that the
Consumer provided their name, address, or email address during the recording of
the report and provided a detailed description of the complaint, along with a
list of the necessary documents and other evidence) along with the written response
to the complaint.
If
the Service Provider provides an electronic interface or form for submitting a
written complaint, it is required to immediately confirm receipt of the written
complaint at the email address provided by the Consumer.
The
Service Provider is required to assign a unique identification number to any
complaint submitted by the Consumer by telephone or electronically.
If
the Consumer’s complaint is rejected, the Service Provider is required to
provide a justification for the rejection.
If
the consumer fails to provide their name, address, or email address during the
recording of the complaint, and if they do not describe their complaint in
detail, do not present the necessary records, documents, and a list of other
evidence, or if the consumer – with the exception of verbal complaints made by
telephone or using other electronic communication services – refuses to sign,
the Service Provider is not obligated to respond to the written complaint.
The
record of the complaint must include the following:
- the Consumer’s name, address, or email address,
- the place, time, and manner of filing the complaint,
- a detailed description of the Consumer’s complaint, and a list of the
records, documents, and other evidence presented by the Consumer,
- the Service Provider’s statement regarding its position on the Consumer’s
complaint, provided that an immediate investigation of the complaint is
possible,
- the signature of the person recording the report and—except for verbal
complaints made by telephone or electronically—the Consumer’s signature,
- the place and time of the report’s recording,
- in the case of a verbal complaint communicated by telephone or
electronically, the complaint’s unique identification number,
- a warning that if the Consumer fails to provide their name, address, or email
address during the recording of the report, and if they do not describe their
complaint in detail, do not present the necessary records, documents, and a
list of other evidence, or if the Consumer – with the exception of verbal
complaints communicated by telephone or other electronic means of communication
– refuses to sign, the Service Provider is not obligated to respond to the
written complaint.
The
Service Provider is required to retain the record of the verbal complaint or
the written complaint, as well as a copy of its substantive response to the
complaint, for three years and to present it upon request by the supervisory
authority.
If
the Service Provider rejects the Consumer’s complaint, it is required to inform
the Consumer in writing of which authority or conciliation body may be
contacted regarding the complaint, depending on its nature. The information
must also include the address, telephone number, and website of the competent
authority or the conciliation body located in the Consumer’s place of
residence, place of stay, or—in the case of a non-natural person Consumer—place
of business, as well as the mailing address. The information must also specify
whether the business utilizes the conciliation body procedure to resolve
consumer disputes.
If the consumer dispute between the Consumer and the
Service Provider is not resolved, the Consumer may turn to the following
bodies.
7.2. Option to turn to a
conciliation board
The Consumer may also
request a free conciliation board proceeding regarding the quality and safety
of the product, the application of product liability rules, the quality of the
service, and the conclusion and performance of the contract between the parties.
The conciliation board with jurisdiction
over the proceedings is the one based in the place of residence or habitual
residence of the natural person consumer, or the registered office of the
non-natural person consumer. (For the purposes of the rules governing the
conciliation body—with the exception of the application of Regulation (EU) No.
524/2013 of the European Parliament and of the Council of May 21, 2013, on
online dispute resolution for consumer disputes and amending Regulation (EC)
No. 2006/2004 and Directive 2009/22/EC—a natural person is considered a
consumer) — in addition to natural persons acting as consumers — a civil
organization, a religious legal entity, a condominium, housing cooperatives
that purchase, order, receive, use, or consume goods, or are the recipients of
commercial communications or offers related to such goods; furthermore, SMEs
that utilize public services or, within the framework of retail activities as
defined by the Trade Act, purchase, use, or consume products, or are the recipients
of commercial communications or offers related to such products.
Jurisdiction of conciliation bodies:
Jurisdiction of the Budapest Conciliation
Board:
Budapest;
Jurisdiction of the Baranya County
Conciliation Board:
Baranya County, Somogy County, Tolna
County;
Jurisdiction of the Borsod-Abaúj-Zemplén
County Conciliation Board:
Borsod-Abaúj-Zemplén County, Heves County,
Nógrád County;
Jurisdiction of the Csongrád-Csanád County
Conciliation Board:
Békés County, Bács-Kiskun County,
Csongrád-Csanád County;
Jurisdiction of the Fejér County
Conciliation Board:
Fejér County, Komárom-Esztergom County,
Veszprém County;
Jurisdiction of the Győr-Moson-Sopron
County Conciliation Board:
Győr-Moson-Sopron County, Vas County, Zala
County;
Jurisdiction of the Hajdú-Bihar County
Conciliation Board:
Jász-Nagykun-Szolnok County, Hajdú-Bihar
County, Szabolcs-Szatmár-Bereg County;
Jurisdiction of the Pest County
Conciliation Board:
Pest County.
The contact information for the
conciliation boards can be found at
https://www.bekeltetes.hu/index.php?id=testuletek.
In the absence of the Consumer’s place of
residence or domicile in Hungary, the conciliation board with jurisdiction over
the Service Provider’s registered office shall have jurisdiction:
Budapest Conciliation Board
Address: 1016 Budapest, Krisztina krt. 99,
1st floor, 111.
Mailing Address: 1253 Budapest, P.O. Box
10
Phone: +36 1 488 2131
Email: bekelteto.testulet@bkik.hu
Website: https://bekeltet.bkik.hu/
Upon the consumer’s request, the
conciliation body specified in the consumer’s application shall have
jurisdiction over the proceedings instead of the body competent as described
above.
The conciliation body shall, upon the
consumer’s request, provide in-person hearings for consumers once a week as
needed in the county-level cities within its jurisdiction. In their request,
the consumer may designate a different conciliation body than those listed
above.
The service provider is obligated to
cooperate in the conciliation body proceedings.
Unless the consumer specifically requests
an in-person hearing, the conciliation body shall conduct the hearing online
via electronic means that simultaneously provide audio and video transmission
without the need for physical presence.
If the consumer requests it, the
conciliation board shall hold an in-person hearing.
At the online hearing, the business’s
representative authorized to reach a settlement is required to participate
online. If the consumer requests an in-person hearing, the business’s
representative authorized to reach a settlement is required to participate in
the hearing at least online.
In the event of a decision imposing an
obligation, the costs of the proceedings shall be borne by the business against
which the Conciliation Board has ruled. If the consumer’s request is rejected,
the parties shall bear their own costs.
The conciliation board is a professionally
independent body operated by the designated county (capital city) chambers of
commerce and industry. Its jurisdiction includes the out-of-court resolution of
consumer disputes concerning the matters listed above: to this end, it attempts
to reach a settlement, and if this proves unsuccessful, it issues a decision in
the matter to ensure the simple, swift, effective, and cost-efficient
enforcement of consumer rights.
The conciliation body provides advice, at
the request of the consumer or the business, on the rights and obligations of
the consumer.
7.3.
If
the consumer’s place of residence and the business’s registered office are in
different countries but within a Member State of the European Union, or in the
United Kingdom, Iceland, or Norway, the consumer may submit their complaint to
the European Consumer Center in their own Member State. You can find contact
information for the European Consumer Centers here.
The
European Consumer Centre provides free assistance in resolving individual
cross-border consumer complaints, facilitating an out-of-court settlement
between the parties through substantive mediation.
The
European Consumer Centre for the Service Provider’s place of business:
National
Authority for Trade and Consumer Protection – European Consumer Centre
Mailing
Address: 1536 Budapest, P.O. Box 324
Phone:
+36 1 896 77 47
Email:
info@magyarefk.hu
Website: https://www.magyarefk.hu/
7.4. A consumer may file a
complaint regarding the quality of the goods, or regarding the conduct,
actions, or omissions of a Service Provider (or its member or employee) or a
person acting on its behalf or for its benefit, the quality of the service, or
the application of liability rules, may contact the county government office
with jurisdiction over their place of residence in Hungary, acting as the
consumer protection authority. The contact information for the regionally
competent government offices can be found at https://kormanyhivatalok.hu/kormanyhivatalok.
You may also file a consumer
complaint with the consumer protection authority where the Service Provider is
headquartered:
Budapest Capital
Government Office
Consumer Protection
Department
Consumer Protection
Division
Address: Hungary, 1117 Budapest, Prielle
Kornélia Street 4/b.
Mailing Address: Hungary, 1117 Budapest, Prielle
Kornélia Street 4/b.
Phone: +36 1 450 2598
Email:
fogyasztovedelem@bfkh.gov.hu
Website:
https://kormanyhivatalok.hu/kormanyhivatalok/budapest/megye/ugyfelszolgalat/budapest-1117-2
7.5.
Representative Action
Authorized
organizations may file representative actions against businesses that violate
EU and Hungarian consumer protection laws. These organizations may ask the
court to order the cessation or prohibition of conduct that infringes on
consumer rights, as well as redress for the infringement, compensation,
rectification, or even a price reduction.
A consumer
cannot directly file a representative action based on their own complaint and
generally cannot initiate one. An exception to this is the prosecutor’s office,
to which a consumer may submit a request asking the prosecutor’s office to
consider filing a representative action. Consumer protection-related tasks are
handled by the Chief Prosecutor’s Offices, whose contact information can be
found here:
http://ugyeszseg.hu/ugyeszsegek/fougyeszsegek/
A class
action lawsuit is initiated by the public interest prosecutor, but anyone can
file a motion with the prosecutor’s office. Filing the motion is free for all
consumers. The prosecutor decides whether to file the class action lawsuit and
brings the case to court if the legal conditions are met. The prosecutor does
not initiate the class action lawsuit on behalf of the individual consumer
(complainant), but on behalf of all persons affected or potentially affected by
the violation. Consumer interests are represented in court by the public
interest prosecutor; consumers do not personally participate in the
proceedings, so they do not need to arrange for legal representation, nor are
they liable for litigation costs.
Other
authorized organizations become aware of activities that violate consumer
interests through official channels, consumer complaints received by them, and
official inspections; based on a decision made within their own jurisdiction,
they may also file representative actions against such activities.
The consumer
protection authority publishes a list of authorized organizations entitled to
file representative actions on its website. The list of authorized
organizations is available by clicking here.
7.6. Supervision of Data
Processing
Users may exercise their
rights in court and may also turn to the National Authority for Data Protection
and Freedom of Information:
National Authority for Data Protection and Freedom of Information
Address: Hungary, 1055 Budapest, Falk
Miksa Street 9–11.
Mailing Address: Hungary, 1363 Budapest, P.O. Box 9.
Phone: +36 1 391 1400
Email: ugyfelszolgalat@naih.hu
Website: https://www.naih.hu/
If legal action is
taken, the lawsuit may—at the affected User’s discretion—be filed with the
court of the User’s place of residence or domicile, as adjudication of the
lawsuit falls within the court’s jurisdiction.
June 2, 2026
Mybettershelf Kft.