We care about your comfort and respect your rights as a consumer.
These conditions are governed by:
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The Civil Code of the Czech Republic (Act No. 89/2012 Sb.),
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The Consumer Protection Act (No. 634/1992 Sb.),
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The Directive 2011/83/EU of the European Union on consumer rights.
1. Complaints (Warranty Claims)
When can you file a complaint?
You may submit a complaint if the product:
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Does not correspond to the description
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Is not suitable for normal or agreed use
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Has a manufacturing or material defect
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Was damaged during transportation
How to file a complaint:
Email: claims@gotuna.com
Phone: +420 604 866 377
Return address:
MyMiStore s.r.o.
K Radotínu 15
156 00 Prague 5 – Zbraslav
Czech Republic
In case of purchasing a product directly on the website www.gotuna.com, the withdrawal can also be submitted through the user’s personal account — [here].
Please include the following information:
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Order number
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Product description and a description of the defect
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Photos or videos of the defect (if possible)
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Preferred resolution (repair, replacement, refund)
Complaint handling timeline:
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Receipt of your complaint will be confirmed within 3 working days
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A decision will be made within 30 calendar days, unless a longer period is mutually agreed
Possible outcomes:
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Free repair
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Replacement with a new product
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Reasonable discount
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Full refund (if other solutions are not possible)
Costs:
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If the complaint is valid, we will cover the return shipping costs
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If the complaint is rejected, the goods will be returned at the seller’s expense
2. Product Return (Right of Withdrawal)
You have the right to withdraw from the purchase within 14 calendar days from the date you received the product, without giving any reason.
Conditions for return:
The product must be:
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Unused
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In its full original configuration
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In original packaging (if applicable)
How to initiate a return:
You can either:
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Fill in the standard withdrawal form (see below), sign it and send it by email or post
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Or send the same information in free form via email
Contact details:
Email: claims@gotuna.com
Phone: +420 604 866 377
Return address: K Radotinu 15, 15600, Prague 5, Zbraslav
Refund timeline:
Refunds are issued within 14 working days of receiving the returned item or withdrawal notice, to the same payment method used for the original transaction.
Withdrawal Form
To:
MyMiStore s.r.o.
K Radotinu 15, 15600, Prague 5, Zbraslav
Email: claims@gotuna.com
Phone: +420 604 866 377
I hereby withdraw from the contract for the sale of the following goods:
Order number: [Insert]
Date of order: [Insert]
Date of receipt: [Insert]
Product name and quantity: [Insert]
Customer name: [Insert]
Customer address: [Insert]
Email / phone (optional): [Insert]
Signature (if submitting on paper): _______________
Date: [Insert]
Note:
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The information may be submitted handwritten, by post or email
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Return shipping is paid by the customer (unless otherwise agreed)
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Refunds are processed no later than 14 days
3. Out-of-Court Dispute Resolution
If your complaint was not resolved to your satisfaction, you may contact:
- Czech Trade Inspection Authority (Česká obchodní inspekce): www.coi.cz
- EU Online Dispute Resolution platform (ODR): https://ec.europa.eu/consumers/odr
