Returns and Claims
Refund Policy
Withdrawal from the purchase contract
The buyer may withdraw from the contract by any unequivocal statement made to the seller. The Buyer shall do so by electronic mail (send an e-mail to the Seller at info@maduthelabel.com). In the cancellation, the Buyer is obliged to indicate his name and surname, order number and date of dispatch of the order (date of purchase). To withdraw from the purchase contract, please use the Seller's withdrawal form, which can be downloaded below.
The buyer has the right to withdraw from the purchase contract concluded by distance method or from the contract concluded outside the seller's business premises without giving any reason and without any penalty within 14 days. This period starts on:
- In the case of a contract of sale, from the date of receipt of the goods by the buyer or a third party (other than the carrier) designated by the buyer.
- In the case of a contract involving several types of goods or the delivery of several parts, from the date of acceptance of the last delivery of the goods by the buyer or a third party (other than the carrier) designated by the buyer.
- In the case of a contract whose subject matter is a regular repeated delivery of goods, from the date of acceptance of the first delivery of goods by the buyer or a third party (other than the carrier) designated by the buyer.
The buyer has the opportunity to try the goods within the 14-day period, under the same conditions as if he/she had tried the goods in a brick-and-mortar shop.
In the event of the buyer's withdrawal from the contract, the purchase contract is cancelled from the beginning. If the Buyer withdraws from the contract, he shall send or hand over to the Seller the goods received from him without undue delay, at the latest within fourteen (14) days of withdrawal from the contract.
The goods must be returned to the seller unused, undamaged and unworn, with all accessories (with all tags and labels) and with complete documents (copy of the purchase receipt or copy of the receipt) and in the original packaging. The Buyer is obliged to send the goods to the Seller to the branch of Zásilkovna at Biskupcova 1837/4, 130 00 Prague, which is listed under ID: 7873. The Buyer acknowledges that all costs associated with the return of the goods back to the Seller shall be borne by the Buyer.
The Seller is entitled to examine the returned goods, in particular to determine whether the returned goods are used, damaged, worn out or otherwise partially consumed. The Seller shall be entitled to unilaterally set off the claim for payment of damages incurred by the Buyer to the returned goods against the Buyer's claim for reimbursement of the purchase price.
If the Buyer withdraws from the contract, the Seller shall return to the Buyer without undue delay, but no later than within fourteen days of withdrawal from the contract, all monies, including delivery costs, received from the Buyer under the contract, in cash, to the account from which the Buyer paid the purchase price of the goods.
If the buyer withdraws from the purchase contract, the seller is not obliged to return the received funds to the buyer before the buyer returns the goods to him or proves that the goods have been sent to the seller.
If the Buyer has chosen a method of delivery other than the cheapest method of delivery offered by the Seller, the Seller shall reimburse the Buyer for the cost of delivery of the goods in the amount corresponding to the cheapest method of delivery offered.
The buyer cannot withdraw from the contract if the goods have been made or modified to the buyer's requirements or adapted to his personal needs (so-called "customized or made-to-measure").
This entire article does not apply to a contract of sale concluded with an entrepreneur within the meaning of Section 420 of the Civil Code (hereinafter referred to as "Entrepreneur"), Entrepreneurs are only entitled to withdraw from the contract for the reasons set out in the Civil Code.
Buyer's liability for diminished value of returned goods
The Buyer shall not be liable in connection with the withdrawal from the Purchase Contract pursuant to the preceding article for the depreciation of the value of the Goods as a result of handling the Goods in a manner necessary to become familiar with the nature and characteristics of the Goods, including their functionality (in other words, in a manner in which the Buyer could become familiar with the nature and characteristics of the Goods in a brick-and-mortar store).
In the event that the goods are delivered to the Seller damaged, worn or used (other than in a manner necessary to familiarize with the nature and characteristics of the goods), the Buyer shall be liable to the Seller for any diminution in the value of the goods caused thereby. In such a case, the Seller shall be entitled to set off its claim for diminution in value of the returned goods against the Buyer's claim for reimbursement of the price of the goods. Damage to the original packaging resulting from the unpacking of the goods shall not be considered as damage to the goods.
The buyer is liable to the seller only for any diminution in the value of the goods resulting from handling the goods in a manner other than that necessary to acquaint him with the nature, characteristics and functionality of the goods.
Complaints
In case of a claim, the buyer proceeds as follows:
- The buyer fills in the required data in the claim form. The buyer shall provide his contact details and a description of the defect. The Buyer shall inform the Seller what right he has chosen (i.e. how he wants the defect to be rectified).
- The buyer is obliged to prove the purchase of the goods to the seller (for example, by a copy of the invoice or receipt).
- The Buyer sends the completed claim form together with the proof of purchase to the Seller's e-mail info@maduthelabel.com and receives a code from the Seller to Zásilkovna with which he can send the claimed goods free of charge.
- The Buyer shall pack the claimed goods in the package (if possible, in the original packaging) and enclose proof of purchase (for example, a copy of the invoice or receipt). The Buyer sends the shipment to the branch of Zásilkovna at Biskupcova 1837/4, 130 00 Prague, which is listed under ID: 7873. The goods must be packed in suitable packaging to prevent damage and must be clean and complete when transported.
Upon receipt of the shipment, the Seller will contact the Buyer by email regarding how the claim will be handled.
The time limit for handling the complaint starts from the moment the complaint is made (notified). The Seller shall decide on the consumer Buyer's claim without undue delay, at the latest within 30 days from the date of the claim, unless the Seller agrees with the consumer Buyer on a longer period of time.