Complaints and Alternative Dispute Resolution Notice

Consumer complaints and cross-border dispute resolution
ITEMVENDOR accepts consumer Orders from countries made available for ordering on the Website and at checkout. This Notice applies to complaints concerning accepted Orders and to the complaint-handling obligations applicable to ITEMVENDOR as a Hungarian-established trader.
Start here
 

Most issues can be resolved fastest by contacting us directly. Our support team can review your Order status, delivery records and payment information and can usually help resolve the issue without the need for a formal complaint.
You may still use any formal complaint, conciliation, consumer-protection or court procedure available to you under applicable law. Contacting ITEMVENDOR first does not limit those rights.
 

1. Direct complaint
 

Please include your name, Order number, a description of the issue, relevant dates, any available supporting evidence and the resolution you are requesting.
ITEMVENDOR investigates oral complaints immediately where possible. If immediate resolution is not possible, or if the consumer disagrees with the outcome, ITEMVENDOR records and handles the complaint in accordance with applicable law.
Written complaints are answered in writing, on the merits and in a verifiable form within 30 calendar days of receipt, unless a different period applies under mandatory law.
If a complaint is rejected, ITEMVENDOR provides the reason for rejection together with the information required by applicable law concerning the competent consumer-protection authority and conciliation body.
Complaint records and copies of ITEMVENDOR's responses are retained for three years, or for any longer period required by applicable law.
 

2. Conciliation
Before starting conciliation, consumers should first attempt to resolve the dispute directly with ITEMVENDOR.
Where the Hungarian conciliation procedure is available, the procedure is generally free of charge for the consumer. ITEMVENDOR cooperates with the competent conciliation body to the extent required by applicable law.
The body relevant to ITEMVENDOR is:
 

ITEMVENDOR has not made a general declaration of submission to the decisions of a conciliation body.
This does not affect ITEMVENDOR's obligation to cooperate with the competent conciliation body or to comply with any binding decision, recommendation or other obligation where required by applicable law.
 

3. Consumer-protection authority
A consumer may contact the competent Hungarian government office acting as consumer-protection authority.
Operator-related contact:
 

Budapest Főváros Kormányhivatala - Fogyasztóvédelmi Főosztály
Government Office of the Capital City Budapest - Consumer Protection Department
1117 Budapest, Prielle Kornélia utca 4/b., Hungary
Email: fogyasztovedelem\@bfkh.gov.hu
Telephone: +36 1 450 2598
Depending on the consumer's circumstances and the subject of the complaint, another competent consumer-protection authority may also have jurisdiction.
 

4. Cross-border EU/EEA disputes
Consumers habitually resident in another EU or EEA country may seek assistance from the European Consumer Centre network in their country of residence or from another competent national alternative dispute resolution body where available.
Consumers may also use a conciliation or alternative dispute resolution body competent at their place of residence where applicable.
The former EU Online Dispute Resolution platform was discontinued on 20 July 2025 and is no longer available as an online complaint portal.
 

5. Courts
Using ITEMVENDOR's complaint procedure, conciliation or another alternative dispute resolution procedure does not remove or restrict the consumer's right to bring proceedings before a court that has jurisdiction under applicable mandatory consumer law.
A consumer may bring proceedings against ITEMVENDOR before the courts of Hungary or, where applicable mandatory law permits, before the courts of the consumer's place of domicile.
ITEMVENDOR may bring proceedings against a consumer only before the courts of the consumer's place of domicile, subject to applicable mandatory law.