RETURN, WITHDRAWAL FROM CONTRACT AND COMPLAINT POLICY

ORDER CANCELLATION AND WITHDRAWAL FROM THE CONTRACT

The Buyer has the right to withdraw from the purchase contract within 14 days from the date of receipt of the goods or the last part of the delivery, regardless of the method of delivery or payment. This period is intended to allow the Buyer to become acquainted with the nature, characteristics, and functionality of the goods to a reasonable extent.

The Buyer is also entitled to withdraw from the contract at any time before the goods are dispatched.

The notice of withdrawal from the contract must be sent or delivered to the Seller within the 14-day period. The Buyer is not obliged to state the reason for withdrawal. To facilitate communication, it is recommended to include the order number, date of purchase, bank account number, and preferred method of return.

The Seller shall refund the Buyer all payments received, including delivery costs corresponding to the cheapest offered delivery method, within 14 days from withdrawal from the contract, using the same payment method used by the Buyer, unless agreed otherwise.

The Buyer is obliged to return the goods to the Seller no later than 14 days from withdrawal from the contract. Returned goods must be complete, preferably in original packaging, and must not show signs of wear, damage, or use beyond necessary inspection of the goods. The costs of returning the goods are borne by the Buyer.

The Seller is not obliged to refund the purchase price before the returned goods have been received or before the Buyer proves that the goods have been sent back.

If the returned goods are damaged due to handling beyond what is necessary to familiarize oneself with the goods, the Seller is entitled to compensation for the diminished value of the goods and may offset such compensation against the refunded amount.

EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

In accordance with Section 1837 of the Czech Civil Code, the Buyer cannot withdraw from the contract in particular in the following cases:

• supply of goods manufactured according to the Buyer’s requirements or customized for the Buyer;
• supply of goods subject to rapid deterioration;
• supply of goods which have been irreversibly mixed with other goods after delivery;
• supply of sealed goods which are not suitable for return for hygienic or health protection reasons after the seal has been broken;
• supply of audio or video recordings or software if the original packaging has been opened;
• supply of newspapers, magazines, or periodicals;
• supply of digital content not delivered on a tangible medium if performance began with the Buyer’s prior express consent before expiry of the withdrawal period.

For hygienic reasons, the right of withdrawal cannot be exercised for intimate goods, underwear, hosiery, latex clothing, masks, fetish accessories, and other products intended for direct contact with the body if the hygienic seal or protective packaging has been removed.

SPECIAL PROVISIONS FOR LATEX GOODS

Latex products are delicate goods requiring careful handling and maintenance according to the provided instructions.

The Buyer is obliged to inspect the goods immediately upon receipt and before first use.

The Seller shall not be liable for damage caused by:

• improper handling or use;
• excessive stretching or mechanical stress;
• contact with oils, fats, unsuitable lubricants, cosmetics, perfumes, or chemicals;
• contact with jewellery or sharp objects;
• exposure to sunlight, heat, chlorine, or improper storage;
• failure to follow maintenance instructions.

Minor differences in colour, gloss, thickness, texture, or scent are natural characteristics of latex material and shall not be considered defects.

Returned latex and intimate goods must be clean, hygienic, unused beyond ordinary inspection, and preferably in original packaging including all protective elements.