Returns & Complaints
Your satisfaction is our priority. Here you will find all information about the return process and complaints.
Product Returns
You have 30 days to return goods without giving a reason. The goods must be unused, in original packaging and with all accessories.
Note: Some products may have limited return conditions (hygiene products, custom-made products). More in the terms and conditions.
Warranty & Complaints
We provide a statutory warranty of 24 months on all goods. We will resolve complaints within 30 days of filing.
Warranty covers:
Warranty does not cover:
How to proceed with a return or complaint?
Contact us
Write to us via the contact form or email with your order number.
Receive instructions
We will send you instructions and possibly a return label for shipping.
Ship the goods
Safely pack the product and ship it according to the instructions.
Resolution
After inspection, we will refund the money or exchange the product.
Frequently Asked Questions
How long does the refund take?
After receiving and inspecting the returned goods, we will refund the money within 14 days to your account. It usually takes 3-5 business days.
Can I exchange the product for a different one?
Yes, you can exchange the product for a different model or size. Any price difference will be charged or refunded.
Who pays the shipping costs for returns?
For withdrawal from the contract within 30 days, we provide free return shipping. For complaints, we always cover the shipping costs.
Do I need a receipt for the return?
Just provide the order number or the email address used for the purchase. We have all documents stored in our system.
Can I cancel an order?
Yes, if the order has not been shipped yet. Contact us as soon as possible through customer support.
Downloadable Forms
Need help?
Our customer support team is here for you. We will be happy to help you with returns or complaints.
Contact support* Return and complaint conditions are governed by the terms and conditions and the complaint policy. More information about consumer rights at www.coi.cz