Withdrawal from the purchase

How to proceed if you want to return goods within the statutory 14-day period?

If you are not a consumer, meaning you purchased the goods as part of your business or commercial activity (as determined by the Company ID stated on the purchase document), you are not entitled to withdraw from the contract, as the law does not provide this option.

A consumer has the right to withdraw from the contract within fourteen days. The period according to the previous sentence starts on the date the contract is concluded and, in the case of a purchase agreement, on the date the goods are received. You are also entitled to this right if you place the order online with personal collection at a physical store.

Where can the goods be returned?

You can return the goods:

In person at our company store at Poniklá 153, 51242 Poniklá
By sending the goods to the address Poniklá 151, 51242 Poniklá
By sending the goods via Zásilkovna to the branch at Poniklá 153

Please pack the returned goods carefully to prevent damage during transport.

Please return the goods, if possible, in their original condition to avoid a possible reduction of the refunded amount by costs incurred to restore the goods to their original condition.

We will refund the money for the goods to your bank account as soon as possible, no later than 14 days from the date of withdrawal from the contract, but not before the returned goods have been delivered back to us (or before you prove that the returned goods have already been sent back to us). In this case, the costs of returning the goods are borne by the Buyer.

What documents should be enclosed?

In all cases, please enclose the consumer withdrawal form for withdrawal from the purchase agreement.

We also recommend enclosing a document proving that you purchased the goods from us, which will help us identify the goods and your request more easily.

Is it necessary to return the goods in the original packaging?

The packaging is neither the subject of the purchase nor part of the purchased item.
Nevertheless, the Seller is entitled to reimbursement of actual costs incurred in connection with returning the goods.
These costs are always assessed individually and are subsequently charged to the customer and deducted from the refunded amount for the returned goods.

Is it possible to withdraw from the contract if the goods have already been used?

Yes. However, the goods should not show obvious signs of wear and tear.
The goods may be used, but it is necessary to take into account the costs incurred by the Seller in restoring the goods to their original condition, which may be requested for reimbursement.

You can avoid these charges if you restore the goods to their original condition yourself (cleaning, completing missing parts, proper packaging, etc.).
Due to the diverse nature of goods, each withdrawal from the contract is handled individually.

What is necessary to comply with the 14-day period?

To meet the deadline, the decisive factor is when the withdrawal notice is sent.
The withdrawal period is therefore considered observed if the consumer sends the entrepreneur a notice of withdrawal from the contract within the given period.

The withdrawal period lasts 14 calendar days, not working days, and begins on the calendar day following the receipt of the goods by the consumer (e.g., if the customer receives the goods on Friday, the withdrawal period starts on Saturday, inclusive).

If the consumer withdraws from the contract, they shall send or hand over to the entrepreneur, without undue delay and pursuant to Section 1831(1), no later than fourteen days from withdrawal from the contract, the goods received from the entrepreneur.
In this case, there is no entitlement to reimbursement of necessary costs associated with transporting the goods back to the Seller.

Which goods cannot be returned at all?

By law, the consumer cannot withdraw in particular from contracts concerning:

the provision of services if they were fully provided with the consumer’s prior express consent before the withdrawal period expired and the entrepreneur informed the consumer before concluding the contract that in such a case they have no right to withdraw from the contract,
the supply of goods or services whose price depends on fluctuations in the financial market independent of the entrepreneur’s will and which may occur during the withdrawal period,
the supply of alcoholic beverages that may only be delivered after thirty days and whose price depends on fluctuations in the financial market independent of the entrepreneur’s will,
the supply of goods customized according to the consumer’s wishes or for their person,
the supply of goods subject to rapid deterioration, as well as goods that have been irreversibly mixed with other goods after delivery,
repairs or maintenance carried out at a place designated by the consumer at their request; however, this does not apply to subsequent repairs other than those requested or to the supply of spare parts other than those requested,
the supply of goods in sealed packaging which the consumer removed from the packaging and which cannot be returned for hygienic reasons,
the supply of audio or video recordings or computer software if the consumer has broken their original packaging,
the supply of newspapers, periodicals or magazines,
accommodation, transport, catering or leisure services if the entrepreneur provides these services on a specified date,
contracts concluded through a public auction pursuant to the law regulating public auctions, or
the supply of digital content if it was not supplied on a tangible medium and was delivered with the consumer’s prior express consent before the withdrawal period expired and the entrepreneur informed the consumer before concluding the contract that in such a case they have no right to withdraw from the contract.

The exception applies where withdrawal from the contract has been expressly agreed.

And finally? A short summary:

You may withdraw from the purchase agreement within 14 calendar days.
The 14-day period begins on the calendar day following receipt of the goods.
If the deadline ends on a weekend or public holiday, the next following working day is considered the final day of the period.
The withdrawal notice must be sent to the supplier no later than the last day of the 14-day period.
Opening or using the goods does not void the right to withdraw from the contract without giving a reason. Exceptions include, for example, audio and video media.
The goods do not have to be returned in the original packaging; however, the supplier is entitled to reimbursement of costs associated with restoring the goods to their original condition.
Used goods may also be returned, but the supplier is again entitled to reimbursement of costs associated with restoring the goods to their original condition. These costs may theoretically amount to the full price of the goods.
We will refund the money no later than 14 calendar days from withdrawal from the contract, but not before we receive the returned goods (or before you prove that the returned goods have already been sent to us).

Download the notice of withdrawal from the purchase agreement here.