Refund policy

Withdrawal from Contract

  1. Consumers may withdraw from the contract within 14 days:
    • from the date of receipt
    • from receipt of the last item in a multiple-item contract
    • from receipt of the first delivery in a recurring delivery contract
  2. The right to withdraw does not apply to:
    • Services completed with prior explicit consent
    • Goods/services tied to market fluctuations
    • Alcohol delivered after 30 days with price fluctuations
    • Customized goods
    • Perishables or irreversibly mixed goods
    • Goods unsealed and non-returnable for hygiene reasons
    • Audio/video/software unsealed by the Buyer
    • Newspapers and magazines
    • Digital content not supplied on a physical medium and delivered with prior consent
    • Other cases as per § 1837 of the Civil Code
  3. The Buyer must send the withdrawal notice within the withdrawal period.
  4. Notice must be sent to the Seller’s address or email. Seller will confirm receipt.
  5. The Buyer must return the goods within 14 days. The Buyer pays return shipping, even if it cannot be returned by regular mail.
  6. Upon withdrawal, the Seller returns the received payment (not including delivery) within 14 days, using the same method unless otherwise agreed.
  7. The Seller may withhold refund until goods are returned or proof of return is provided.
  8. Goods must be returned undamaged, unused, and clean, ideally in original packaging. The Seller may offset compensation for damage.
  9. The Seller may also withdraw due to stock depletion, unavailability, or production termination, and will notify the Buyer and return the full amount paid within 14 days.

 

Defective product return

  1. The Seller guarantees that goods are defect-free upon receipt, in particular:
    • Have agreed or expected features
    • Are suitable for stated or typical use
    • Match the sample or agreed quality
    • Are in correct quantity/weight
    • Comply with legal requirements
  2. If a defect appears within 6 months, it is presumed to have existed at delivery. Warranty is 24 months (12 months for used/open goods). Does not apply to discounted goods due to known defects, wear, or specific goods.
  3. The Buyer can claim:
    • Replacement
    • Repair
    • Discount
    • Withdrawal
  4. The Buyer may withdraw if:
    • The defect is significant
    • Repeated repairs fail
    • There are multiple defects
  5. Claims can be submitted at any business location, headquarters, or place of business. The Seller must issue a written confirmation.
  6. The Seller must resolve complaints immediately, or within 3 business days in complex cases. Total resolution must occur within 30 days unless agreed otherwise. Delay entitles Buyer to withdraw.
  7. The Buyer bears return/reclamation costs, except for personal returns at the Prague address (by agreement).
  8. The Seller will inform the Buyer in writing of the outcome.
  9. No rights arise for defects the Buyer knew of or caused.
  10. The Buyer may choose how to proceed with the claim (based on prior agreement).
  11. Rights follow §§ 1914–1925, 2099–2117, 2161–2174 of the Civil Code and Act No. 634/1992 Coll. on consumer protection.
  12. Further rights are governed by the Seller's complaints procedure.