Returns and complaints
If you are not satisfied with your order, you can use our complaint services or return the ordered goods. In case of dissatisfaction, contact us by email at
The buyer can withdraw from the contract within 30 days of receipt of the goods, regardless of the method of receipt of goods or payment. The stated period is intended for the buyer to get acquainted to a reasonable extent with the nature, properties and functionality of the goods. Withdrawal from the contract must be delivered to the seller within 30 days. The buyer does not have to state the reason for withdrawing from the contract. To simplify communication, it is best to let us know by email at firstname.lastname@example.org that you want to return the goods. Print and sign the Withdrawal form below, which you will attach to the goods for return.
The withdrawal form is available for download here: Withdrawal from the contract
Send the goods to the address:
Horní Branná 147
51236 Horní Branná
The seller is obliged to return to the buyer an amount fully corresponding to the price of the goods within 14 days of delivery of the withdrawal from the contract. The goods should be returned to the seller (not cash on delivery) complete, preferably in the original undamaged packaging and must not show signs of wear or damage. The cost of returning the goods is borne by the buyer. The customer can try and return the goods.
The warranty period for the buyer is 24 months. The warranty period begins with the acceptance of the delivered goods by the buyer. The warranty period is extended by the time the product has been under warranty repair. If the product is replaced during the warranty period, the warranty will start to run again from the receipt of the new product.
Making a complaint
In all circumstances, we try to meet the needs of the consumer. In the event that the consumer discovers a defect in the purchased goods during the warranty period, he has the right to make a complaint. Send the claimed goods (if possible, including a copy of the delivery note or cover letter) with a brief description of the defect to our address:
51236 Horní Branná
The seller is obliged to issue a written confirmation to the consumer when the consumer has exercised the right, what the content of the complaint is and what method of handling the complaint the consumer requires; and a confirmation of the date and manner of handling the complaint, including a confirmation of the repair and its duration, or a written justification for rejecting the complaint. This obligation also applies to other persons designated to carry out repairs (warranty services). The consumer will be informed by e-mail about the receipt of the claimed goods.
Scope of warranty
The warranty does not cover worn items caused by its normal use. For items sold at a lower price, the warranty does not cover defects for which a lower price was agreed. Prior to first use, the buyer is obliged to study the warranty conditions and operating instructions for the product (if included) and then follow this information carefully. Defects caused by incorrect use of the product, contrary to the instructions for use, are not covered by the warranty.
Resolving a complaint made by a consumer
If it is a defect that can be removed, the consumer buyer has the right to have it rectified free of charge, in a timely manner and properly. The seller is obliged to eliminate the defect without undue delay. If this is not disproportionate to the nature of the defect, the buyer may request a replacement of the product or, if the defect concerns only a part of the product, a replacement of that part. If such a procedure is not possible, the buyer may request a reasonable discount on the price of the product or withdraw from the contract. In the case of a defect which cannot be remedied and which prevents the product from being properly used as a defect-free product, the purchasing consumer has the right to exchange the goods or has the right to withdraw from the contract. The same rights belong to the buyer even in the case of a remediable defect, if the buyer is unable to use the product properly due to the recurrence of the defect after repair or due to a larger number of defects. A recurrence of a defect is considered to be the case if the same defect manifests itself for the third time. In the case of other irreparable defects and no replacement of the product is required, the purchasing consumer is entitled to a reasonable discount on the price of the product, or may withdraw from the contract.
The complaint will be processed no later than 30 days after its application. If the complaint is not settled within this period, the consumer has the right to exchange the product for the same new product or may withdraw from the contract. The choice between exchanging the product and withdrawing from the contract belongs to the consumer.