Complaints Procedure

1. Our liability

We are responsible for the goods being free of defects when you receive them — they must match the description, have the agreed and usual qualities and be fit for their purpose. You can claim defects that appear within 24 months of receiving the goods.

Wear caused by normal use, improper care (see the care label and our Care page) or damage caused by you is not a defect. Natural variation of a material described on the product page is not a defect.

2. How to make a complaint

Write to [email protected] with your order number, a description of the defect and photos if possible, and tell us which remedy you prefer. Send the goods to test-ret-addr (we reimburse the reasonable cost of sending a justified complaint). You may also bring them in person by prior arrangement.

We confirm the complaint without delay (by e-mail) and issue a written confirmation of how it was resolved.

3. Your remedies

• Repair or replacement — your choice, unless the chosen remedy is impossible or disproportionately costly.
• An appropriate price reduction or withdrawal from the contract — if repair or replacement is impossible, was refused, failed, took unreasonably long, or the defect is serious.

4. Deadlines

We decide on the complaint immediately, in complex cases within 3 business days, and resolve it no later than 30 days from the day it was made. If we fail to resolve it in time, you may withdraw from the contract or ask for replacement.

5. If you disagree

If you are not satisfied with the outcome, write to us at [email protected]. You may then turn to an alternative dispute resolution body (the Czech Trade Inspection Authority or another authorised ADR entity) as described in the Terms & Conditions, section 10. Supervisory authority: xcvzxcvzxcv.