Basic information on complaints and withdrawal from the purchase contract - Legislation in the Czech Republic

OOCS legislation

Here you will find information that summarises the current legislation on withdrawal from the contract of sale.

Entrepreneur

• The entrepreneur shall not be entitled to withdraw from the purchase contract within 14 days if the goods show defects that were already present upon receipt.

Consumer

• The consumer customer has the right to withdraw from the purchase contract within 14 days of receipt of the goods, whereby it is sufficient to send the goods on the 14th day (they do not have to be delivered to the seller within 14 days).
• Withdrawal from a purchase in the e-shop must be made in writing, i.e. by letter, on a withdrawal form, by email orabout texting. A withdrawal made by the consumer over the phone during a voice call may not be taken into account by the seller.
• If the consumer withdraws from the purchase contract, he must deliver - return the goods to the seller without undue delay and within 14 days at the latest.
• The Seller is obliged to return to the Buyer all funds, including delivery costs, received from the Buyer under the Purchase Agreement within 14 days upon withdrawal from the Purchase Agreement, in the same way that it was paid.
• The seller is not obliged to return the funds before the consumer has handed over the goods or proved that he has sent the goods.

• The consumer cannot withdraw from the purchase contract in the following cases:
  • where the goods are supplied having been customised to the consumer's wishes, i.e. with any bespoke modification
  • if the goods are in sealed packaging which the consumer has removed from the packaging and cannot be returned for hygiene reasons

• The consumer is entitled to a refund of the postage he paid for the delivery of the product from the seller to him, but he is not entitled to a refund of the postage he paid for the journey of the product from himself to the seller in connection with the withdrawal from the purchase contract. If the consumer has chosen a delivery method other than the cheapest delivery method offered by the seller, the seller shall reimburse the consumer for the cost of delivery of the goods at the rate of the cheapest delivery method.

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