Skip to main content

Complaints procedure

This complaints procedure explains how to claim your rights for defects in goods and services bought in the nidavellir.ooo online store. It is part of our Terms and conditions. If you are a consumer, your rights follow mainly from the Slovak Civil Code and the Consumer Protection Act No. 108/2024 Coll. – this procedure does not limit them.

Effective from: 23 October 2026

1. Seller and where to make a complaint

bitWorks s. r. o., Považské Podhradie 214, 017 04 Považská Bystrica, Slovakia, company ID: 44 193 530

Complaints are handled in the Nidavellir knife workshop: premises of the Welding Research Institute, Račianska 1523/71, 831 02 Bratislava
Email: knives@nidavellir.ooo, phone: +421 949 057 544 (Mon – Fri 9:00 – 17:00)

2. Liability for defects

  1. We are liable for the goods being free of defects when you receive them and for defects that appear within the warranty period.
  2. The warranty period is 24 months from receipt of the goods. Knives marked “Premium piece” also come with a lifetime warranty on the blade (section 7).
  3. If goods were sold at a lower price because of a defect we told you about, we are not liable for that defect.

The following are not defects, in particular:

  • a dulled edge and small scratches from normal use;
  • patina and discoloration of carbon or Damascus steel – a natural property of the material;
  • rust and stains caused by improper care (a knife left wet, washed in a dishwasher, left in acidic food);
  • damage from misuse – prying, chopping bones or frozen food, cutting on glass, stone or ceramic, dropping or throwing;
  • damage from unprofessional sharpening, repair or modification not done by us;
  • natural changes of the wooden handle (shade, small changes in size with humidity) that do not affect use;
  • for series products, small differences in the Damascus pattern and wood compared to the photos – every piece is unique.

How to care for your knife so that it lasts a lifetime is described on the Knife care page.

3. How to make a complaint

  1. Make your complaint without undue delay after finding the defect:
    • in your customer account: My account → Service and claims (you can attach up to 3 photos),
    • by email to knives@nidavellir.ooo – give the order number, describe the defect and attach photos if possible,
    • in person in our workshop in Bratislava (by appointment).
  2. If the goods need to be handed over, we agree whether you bring them to the workshop or send them via Packeta. Pack the knife firmly and protect the blade with its sheath or cardboard. We reimburse reasonable costs of sending goods with a justified complaint.
  3. Please include proof of purchase (order number or invoice). If you do not have it, you can prove the purchase in another way.
  4. We confirm your complaint by email – with the date, the description of the defect and the remedy you ask for. If you complain in your account, you can see the status there too.

4. Your rights in case of a defect

  1. You can choose repair or replacement with goods free of defects. If the chosen remedy is impossible or disproportionately costly compared to the other, we use the other one. For a one-of-a-kind piece a replacement is usually not possible – we then repair the defect.
  2. Repair and replacement are free of charge and are done within a reasonable time without significant inconvenience to you.
  3. You can ask for a reasonable price reduction or withdraw from the contract (refund) if we do not repair or replace the goods, if the defect appears again, if the defect is so serious that an immediate reduction or withdrawal is justified, or if it is clear that we will not remedy it within a reasonable time or without significant inconvenience to you. You cannot withdraw from the contract for a minor defect.
  4. Refunds are paid to your bank account within 14 days of settling the complaint.

5. Settling the complaint

  1. We settle the complaint without undue delay, within 30 days at the latest.
  2. We send you a confirmation by email – what we did, or why we reject the complaint. You can collect repaired or replaced goods in the workshop, or we send them to you.
  3. If you disagree with the outcome, write to us; if we cannot agree, you can use alternative dispute resolution (section 8).

6. Courses and vouchers

  1. If a course did not take place as described, please tell the instructor straight away or write to us without undue delay after the course. We settle the complaint within 30 days – for example by completing part of the course, offering another date or a reasonable discount.
  2. The knife you make on a course is the result of your own work under the instructor’s guidance – its small imperfections are not a defect of the course.
  3. If there is a mistake on a voucher (for example a name), write to us and we will correct it.

7. Our additional guarantee

  1. For knives marked “Premium piece” we guarantee the blade against defects in material and workmanship for the knife’s lifetime, and sharpening and service are free. The other parts of the knife have the 24-month warranty period.
  2. For other knives the first sharpening is free; further sharpening and service at the prices shown in your customer account.
  3. Order service and sharpening in My account → Service and claims or by email.
  4. This guarantee is voluntary and does not limit your statutory rights. It does not cover damage that is not a defect (section 2).

8. Dispute resolution

If you are a consumer and are not satisfied with how we settled your complaint, or if we have not replied within 30 days, you can submit a proposal for alternative dispute resolution – for example to the Slovak Trade Inspection (soi.sk) or another body on the list of the Slovak Ministry of Economy. Details are in section 11 of our Terms and conditions.