We value your comfort and fully respect your rights as a consumer.
These terms are governed by the Civil Code of the Czech Republic (Act No. 89/2012 Coll.), the Consumer Protection Act (No. 634/1992 Coll.), and EU Directive 2011/83/EU.
1. Warranty Claims & Quality Complaints
When you can file a claim:
- The item does not match the description or is unfit for normal use.
- A manufacturing or material defect has been identified.
- The item was damaged in transit by the courier.
How to Submit a Claim
You can initiate a request via your user account in the returns portal or by contacting our team directly:
Please include the following details:
- Order number, purchase date, and exact item name.
- Detailed description of the issue (attach photos or video footage if possible).
- Preferred resolution: free repair, replacement, discount, or full refund.
* If the claim is verified and justified, return shipping costs are covered by the seller.
2. Product Returns (Right of Withdrawal)
You have the right to withdraw from the contract within 14 calendar days of receiving your goods without stating any reason.
Conditions & Procedure
- Items must show no signs of wear and remain in pristine condition.
- Full package contents and original packaging must be included.
- The customer covers return shipping fees.
- Refunds are processed within 14 days using the original payment method after goods inspection.
3. Alternative Dispute Resolution
If a dispute cannot be resolved directly, you are entitled to contact official consumer dispute bodies:
- Czech Trade Inspection Authority (Česká obchodní inspekce): www.coi.cz
- European Online Dispute Resolution Platform (ODR): ec.europa.eu/consumers/odr
