Returns & Complaints
Your satisfaction is our priority. Here you will find all information about the return process and complaints.
Product Returns
You can return the goods without giving a reason within 14 days of receipt, with an additional service within 30 or 60 days. The goods must be unused, in the 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:
The 14-day period and the extension to 30 or 60 days
You can return the goods without giving a reason within 14 days of the day you or a person you named received them. With the 30-day return service (149 CZK) you have 30 days, with the 60-day return service (4 % of the goods value, at least 299 CZK) 60 days from receipt. The other conditions are the same in every case. The period of your order is shown on the order tracking page in the Return / Complaint window.
The 14-day period is statutory and always free, it follows from Section 1829(1) of the Civil Code. The 30 or 60-day period is a paid voluntary service beyond the law, which you choose on the product page, in the cart or later on the order page (until it ships). One order can carry only one of the two options.
Extended warranty after 24 months
For an order with goods from 1,000 CZK you can add our commercial guarantee for manufacturing defects: the warranty extended by 1 year (12 % of the goods value, at least 199 CZK) or by 2 years (20 % of the goods value, at least 299 CZK). A manufacturing defect that appears only after the statutory 24 months can then be claimed up to 36 or 48 months from receipt.
You claim it like a complaint, with the same periods for settling it. The warranty does not cover wear, consumable parts, misuse or accidental damage. Your statutory rights for defects are not affected.
Purchases on a company ID
Only a consumer has the right to return goods without giving a reason. If you buy on a company ID in the course of business, you have no right to a return without giving a reason, not even with the paid 30-day or 60-day return service; it applies to consumers only. You can of course complain about defective goods, and the extended warranty also applies to purchases on a company ID.
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 a return without giving a reason (within 14 days, or 30 or 60 days with the return service), the customer pays the return shipping. On request we provide a return label at the price of the shipping in the order and deduct it from the refund. For a valid complaint we always cover the shipping.
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?
As long as the order has not been shipped, you can request its cancellation on the Order tracking page or through customer support. An unpaid order is cancelled immediately. For a paid order it is a request: if it is not in dispatch yet, we cancel it and refund the money within 2 to 5 business days to the account the payment came from. If it is already in dispatch, it cannot be cancelled and the parcel will arrive.
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