Refund policy

Complaints Procedure

  • According to the Civil Code, the buyer, who is a natural person, is given a warranty period of 24 months.
  • The buyer, who is not a consumer, is given a warranty period of 12 months.
  • The warranty does not apply to goods after the expiration of the warranty period.
  • The warranty period begins on the day of receipt of the goods by the buyer.
  • The warranty period is extended by the time when the goods are under warranty repair.
  • In the case of exchange of goods, the new warranty period begins on the day of receipt of the new goods by the buyer.
  • The time for handling the complaint is 30 days.
  • The goods can be returned without giving a reason or exchanged within 30 days of receipt of the order by the buyer. They must not be washed or worn in any way.
  • In the event that the buyer discovers a defect in the goods, due to which he is entitled to complain about the goods, he shall immediately notify the seller and send the goods back to the seller's address. Goods that will be sent back to the buyer on delivery will not be taken into account.
  • If the seller accepts the complaint, after agreement, the buyer will either return the money paid in the purchase contract or exchange the goods according to the following articles
  • In the event of a remediable defect, the buyer is entitled to remove it without undue delay. If this is not disproportionate due to the nature of the defect, the buyer may request the replacement of the item, or if the defect concerns only a part of the item, the replacement of the part. If such a procedure is not possible, the buyer may request a reasonable discount on the price or withdraw from the contract.
  • In the event of an irreparable defect, which prevents the thing from being properly used as a thing without a defect, the buyer has the right to exchange the thing or may withdraw from the contract. The same rights belong to the buyer, if the defects are remediable, but if the buyer can not properly use the thing for the recurrence of the defect after repair or for a larger number of defects. If these are other defects that cannot be eliminated and if the buyer does not request an exchange of the item, the buyer is entitled to a reasonable discount on the price of the item or may withdraw from the contract.
  • The seller is obliged to issue a written confirmation to the consumer (complaint protocol) about when the consumer exercised the right of liability for defects, what is the content of the complaint and what is the method of handling the complaint and further confirmation of the date and method of handling the complaint, including confirmation of repair and its duration, or a written justification for rejecting the complaint. This obligation also applies to other persons designated to carry out the repair.
  • The costs of sending the goods back and exchanging the goods are borne by the seller.
  • The goods must not be used in any way. The consumer has the right to test the goods, provided that he should observe the basic hygienic requirements of the test - preferably through underwear. If they do not comply with the specified hygiene conditions, the goods can no longer be claimed or returned under Directive 97/7 / EC.
  • The warranty does not cover normal wear and tear caused by normal use, damage caused by use contrary to the instructions for use, caused force majeure, and other external influences. A shorter product life cannot be considered a defect and the seller is not liable for defects caused by a shorter product life.

Acceptance of Goods and Right of Withdrawal

  • According to the Civil Code (Act No. 40/1964 Coll., as amended), the consumer is entitled to withdraw from the purchase contract in this case - if the contract was concluded using a means of distance communication, the consumer has the right to withdraw from the contract without giving a reason, and without any penalty within 14 days of receipt of the performance. If the supplier has not provided the consumer with information that he is obliged to provide in writing or in another similar manner in accordance with the provisions of the paragraphs on consumer contracts under the Civil Code, this withdrawal period is 3 months from receipt of performance. However, if the information is duly provided during that period, the three-month period shall end and the fortnightly period shall begin to run.
  • If the buyer is a legal entity, the buyer is obliged to inspect the goods upon receipt of the goods and immediately inform the seller of any defects.
  • If the buyer is a natural person, this check when taking over the goods is also recommended, he will then prevent any disputes in the complaint.
  • If the buyer withdraws from the contract pursuant to Article 15 of the OP, the buyer is refunded the price of the goods agreed in the purchase contract; however, the buyer is obliged to reimburse the seller for the costs of postage packaging in accordance with Article 13 or 14 of the OP.
  • If the buyer withdraws from the contract within the specified period, the funds transferred to the account are returned to them immediately within 30 days of withdrawal from the contract.