Terms of Service

Complaints / Defective Goods (Legal Warranty)

What Is a Complaint?

A complaint applies when the product:

• has a defect,
• does not correspond to the description, or
• does not function as expected.

This is distinct from a return or withdrawal based on a change of mind.

Warranty Period

For consumer goods, we are liable for defects that appear within 24 months from delivery, unless the product is perishable, or a shorter lifespan is expressly stated at the time of purchase.

How to File a Complaint

Please contact us without undue delay and provide:

• Order number or proof of purchase
• Description of the defect
• Photos or videos of the defect, if possible

Resolution of Complaints

Depending on the nature of the defect, you are entitled to one of the following remedies in accordance with applicable law:

• Repair
• Replacement
• Reasonable price reduction
• Withdrawal from the contract (refund), if repair or replacement is not possible or proportionate

Time Limits

Complaints will be handled without undue delay and no later than 30 days from submission, unless otherwise agreed.

Non-Returnable Items

In accordance with applicable law, the right of withdrawal does not apply to:

• Perishable goods (e.g. food, flowers, plants)
• Custom-made or personalized products
• Sealed personal care or hygiene products if the protective seal has been broken after delivery
• Hazardous materials, flammable liquids, or gases
• Gift cards

If you are unsure whether your item is eligible for return, please contact us before returning it.

Alternative Dispute Resolution (ADR)

If a consumer dispute cannot be resolved by mutual agreement, you have the right to seek out-of-court dispute resolution.

Competent authority in the Czech Republic:

You may also use the European Commission's Online Dispute Resolution (ODR) platform: