Complaints & Returns Policy
If you have received damaged, faulty or incorrect goods, or have any other problem with your order, please write to us at our e-mail address.
What do I need to file a complaint?
- Include your order number in the subject or body of the message.
- State your name and the e-mail address the order was placed under.
- Describe the problem or reason for the complaint clearly and briefly.
- For damaged or incorrect goods, please attach photo documentation.
The statutory deadline for handling a complaint is 30 days, but we resolve most complaints significantly faster.
Compensation
- If the product defect is obvious, we will replace the item like for like.
- Alternatively, you may request a full refund of the purchase price.
- Depending on the nature of the order or the reason for the complaint, we also offer discount codes for your next purchase or free shipping.
Withdrawal from the contract
In accordance with Act No. 102/2014 Coll., you have the right to withdraw from the purchase contract within 14 days of receiving the goods without giving a reason. The goods must be unused, in their original packaging and complete.
How do I return goods via Packeta?
- After you report a complaint, we will send you an e-mail with a numeric code.
- Pack the goods and visit any Packeta pick-up point.
- Give the code to the staff member — they will print a shipping label and stick it on the parcel.
- Keep your proof of dispatch.
You do not pay for sending the parcel — we cover the shipping costs.
Enclose the completed „Declaration of Withdrawal from a Distance Contract“ with the shipment, which we will send you by e-mail together with the code, or which you can download on this page.
Last updated: March 2026