Czeska Strefa

If you want to ensure your customers’ comfort when withdrawing from the purchase contract or making a complaint, you should provide them with a Czech address to which they can send you back the returned goods. There are many companies on the market offering this service. In today’s article, we will focus on when you can legally return goods on the Czech market and introduce you to companies that will carry out the entire return process for you.

Withdrawal from the contract

This means to return the purchased goods at your own expense, unless the seller from whom you purchased the goods states otherwise in the terms and conditions of the online store. Some retailers offer free returns – this means they cover shipping costs, which is certainly beneficial to the end consumer. It depends on the reason for the return. The consumer is obliged to inform the Seller of his decision to withdraw from the contract via a form or by any other means specified in the terms and conditions of the online store.

When can you withdraw from the agreement?

In situations specified by the Civil Code or the Consumer Protection Act. Below we present the two most common reasons for withdrawing from the contract.

14-day consumer period

According to the law, you can withdraw from the purchase contract at any time, within 14 days of receiving the goods. In this case, you can return the goods without stating a reason, and unless the seller specifies otherwise in the terms and conditions, you will pay the cost of returning the goods. Within 14 days, the seller should refund your money.

The law excludes some products from the 14-day withdrawal period. It is:

• perishable goods – such as. food,
• goods that have been removed from hygienic protective packaging – such as. hygienic, medical or sexual means,
• customized goods (individual orders) – wallet with your embossed monogram, furniture tailored according to your requirements
• tickets for leisure activities – concert, theater or cinema,
• internet content (such as music, a movie or a computer game) once it has been downloaded.

If you bought goods for a company, you do not have the right to cancel the contract within 14 days.

Complaint

If you have received a purchased product that is damaged, incomplete or does not comply with the offer of the online store where you made the purchase, you have the right to make a complaint. The seller should be notified by e-mail, telephone or other means specified in the terms and conditions of the online store. Without an agreement with you, it may not take more than 30 days to process the complaint. Most goods can be claimed for a defect within 24 months of receiving the goods.

§ 2106

(1) If the defective performance constitutes a material breach of contract, the buyer shall have the right to
(a) remove the defect either by providing a new item without defect or by providing a missing item,
(b) remove the defect by repairing the item,
(c) for a reasonable discount on the purchase price, or
(d) withdrawal from the contract.

(2) The buyer shall inform the seller of his chosen right after reporting the defect or without undue delay after reporting the defect. The choice made by the Buyer may not be changed without the consent of the Seller; this does not apply if the Buyer requested the removal of a defect that proved to be irremovable. If the seller fails to remove the defect within a reasonable period of time or informs the buyer that the defect will not be removed, the buyer may, instead of removing the defect, demand a reasonable reduction in the purchase price or may rescind the Contract.

(3) If the buyer fails to elect his right within the time limit, he shall have rights in accordance with § 2107.

Return of goods

There are suppliers in the Czech market that can take care of returning shipments for you. They give you a Czech address to which Czech customers can send returned goods. They will then transport the returned goods to a warehouse in Poland, from where you can pick up the goods. The whole process is automated, in the supplier’s panel you will see information about returned shipments. This solution for returned goods is beneficial and convenient not only for sellers, but also for customers, who will be able to return goods to a Czech address. This will ultimately earn you the trust of Czech customers, for whom it will be safe to shop at your online store. Suppliers who provide this service and whom I recommend are Paxy and Olza Logistic.