Withdrawal from the purchase contract within 14 days

This article will guide you through the process of Withdrawal of Purchase Agreement (hereinafter referred to as "OOKS") on MALL.
As we already know, the customer can change his mind about the purchase and withdraw from the contract, which was concluded outside the business premises, within the statutory period.

We can influence this decision by making all the necessary information available to the customer for each product. The rule of thumb here is that more is better.
Even if we are not happy about it, the customer can still decide not to keep the goods and return them.

JIndividual steps Withdrawal from the purchase contract

Receipt from the customer

If the customer decides to withdraw from the purchase contract, he/she sends the goods to our MALL warehouse, where the customer is identified, the goods are checked and the OOKS claim is assessed.

If the customer is entitled to OOKS and the goods are in order, we will issue the customer with an OOKS certificate and send a credit note by email.

The contents of the package and its completeness are checked by an employee according to the product description on our website.

Warning:
It is therefore important to indicate the contents of the entire package, including accessories, in the product description and to include pictures where these accessories are visible.
Otherwise, the MALL employee cannot properly assess the completeness of the goods and you may receive an incomplete return.

Goods up to CZK 200 incl. VAT, which is claimed, is solved by returning the money to the customer.
MALL is not obliged to return these goods to you and the partner issues a corrective tax document for these goods.

We also encounter cases where the goods, according to the customer, arrived damaged. If the customer contacts us with these goods within a reasonable period of time and the goods do not show any signs of use, we will proceed with the OOKS. Internet Mall's policy in this case is pro-customer.

The goods are sent to the Distribution Centre - Internet Mall Complaints Department.

Internet Mall - Complaints Department for CZ, SK, PL, HU
Logistics centre MALL CZ
Prologis Park Jirny, Hall DC5, ramp 79
Poděbradská 771
25090 Jirny
tel: 739 542 848 (contact for drivers)

Mimovrste - Complaints Department for SI
Brnčičeva ulica 39
1231 Ljubljana
Republic of Slovenia

Processing at the Complaints Department in the Distribution Centre

• At the claims department, the OOKS is queued for processing according to the FIFO.
• The goods are assigned to the partner from which they originated. We consolidate these goods with the OOKS partner and ship them out at regular intervals.
• We will create a request for a credit note from the partner before shipping these goods.
  • Please refer to the credit note application ("Returned Delivery") for information:
    • Internet Mall billing address
    • the billing address of the supplier/partner - for whom the request is intended
    • order - the identification number of the credit note application, which starts with the number series 4700*. This number must appear on the corrective tax documents
    • the date of issue of the credit note application
    • the name of the goods, the number of pieces and the price of the goods we are returning
    • identification of the customer order under which the goods were ordered by the customer (e.g. 11662366101,...)

Credit note requests are included in the OOKS shipment for each product. There is also a printed inventory sheet in the shipment that will be emailed and the items will be forwarded for packing.

In case you have any further questions, you can contact us via Help Centre.