Refund policy
How to return or exchange goods
You can return goods within 14 days of receiving the last item of your order. You can submit your request online in just a few minutes. No registration or password needed.
- Open the My orders page and enter the e-mail address you used for your order. We will send you a one-time login code.
- Select the order and click Request a return.
- Select the products you want to return and choose a reason for the return.
- Want an exchange? In the note, tell us which product, color and size you would like instead. Items can be exchanged for a product of the same price.
- Click Request a return. Once your request is approved, we will e-mail you instructions for sending the goods back.
Where to send the goods: TONAK a.s. – velkosklad, Zborovská 823, 741 01 Nový Jičín, Czech Republic
- Please pack the product carefully so it is not damaged in transit.
- Do not send the goods cash on delivery. Return shipping costs are paid by the customer.
- To speed up processing, you can include a completed Return form in the parcel. It is optional.
Refunds: We will refund your payment no later than 14 days after you notify us of your withdrawal, but not before we receive the returned goods or you provide proof that you have sent them back.
GENERAL INFORMATION
Order cancellation and withdrawal from the contract
The buyer may cancel the order free of charge at any time before the goods are delivered.
The buyer may withdraw from the contract within 14 days of receiving the last item of the order, regardless of how the goods were received or paid for. This period allows the buyer to reasonably familiarize themselves with the nature, properties and functionality of the goods. The buyer must send the goods back within 14 days of giving notice of withdrawal.
To exercise the right of withdrawal, the customer must inform TONAK a. s., Zborovská 823, 741 01 Nový Jičín, e-mail: eshop@tonak.cz, tel. +420 556 202 396, of their decision to withdraw from the contract by means of a clear unilateral statement (e.g. by letter or e-mail). The customer may use the model form, but this is not obligatory.
The notice of withdrawal must be sent to the seller within 14 days of delivery of the last item of the order. The buyer does not have to give a reason for withdrawing from the contract. To facilitate communication, the buyer should state the date or number of the order or invoice and their bank details in the notice of withdrawal.
The seller shall refund to the buyer all payments received from the buyer, including delivery costs (except for additional costs resulting from the buyer's choice of a delivery method other than the cheapest standard delivery offered by the seller), no later than 14 days from the day on which the notice of withdrawal was received. The seller will make the refund after receiving the returned goods or after the buyer proves that the goods have been sent back, whichever occurs first. The goods should be returned to the seller (not cash on delivery) complete, preferably in their original undamaged packaging, and must not show signs of wear or damage. The costs of returning the goods are borne by the buyer.
If the returned goods are damaged as a result of the buyer's breach of their obligations, the seller is entitled to claim compensation from the buyer and set it off against the amount to be refunded.
Seller's liability
Quality upon receipt
If the goods received have defects (e.g. they do not have the agreed or legitimately expected properties, are not suitable for their usual or agreed purpose, are incomplete, or their quantity, dimensions, weight or quality do not correspond to other statutory, contractual or pre-contractual parameters), these are defects for which the seller is liable.
No later than two years after receiving the goods, the buyer may, at their choice, claim free removal of the defect or a reasonable discount on the price; unless this is disproportionate to the nature of the defect (in particular if the defect cannot be removed without undue delay), the buyer may request delivery of a new item without defects or a new part without defects, if the defect concerns only that part.
If repair or replacement of the goods is not possible, the buyer may withdraw from the contract and demand a full refund of the purchase price.
A defect that becomes apparent within six months of receiving the goods is presumed to have existed at the time of receipt.
The seller is not obliged to satisfy the buyer's claim if the seller proves that the buyer knew about the defect before receiving the goods or caused it themselves.
Statutory rights arising from defects
The seller is liable for defects that arise after receipt of the goods within the 24-month warranty period or within the period of use stated in the advertisement, on the packaging or in the enclosed instructions.
Within this period, the buyer may file a complaint and, for a defect constituting a material breach of contract (regardless of whether the defect is removable or not), demand at their choice:
- removal of the defect by delivery of a new item without defects or delivery of the missing item
- free removal of the defect by repair
- a reasonable discount on the purchase price
- a refund of the purchase price upon withdrawal from the contract
A breach of contract is material if the breaching party knew or must have known at the time of concluding the contract that the other party would not have concluded the contract had it foreseen such a breach.
For a defect constituting a non-material breach of contract (regardless of whether the defect is removable or not), the buyer is entitled to removal of the defect or a reasonable discount on the purchase price.
If a removable defect recurs after repair (a third complaint for the same defect or a fourth for different defects) or the goods have a larger number of defects (at least three defects at the same time), the buyer may claim a discount on the purchase price, an exchange of the goods or withdraw from the contract.
The seller is not liable for defects resulting from normal wear and tear or failure to follow the instructions for use. Information on the proper care of the goods is provided in the e-shop for each product and on each product.
Complaint handling
The buyer must file a complaint with the seller or the person designated to carry out repairs without undue delay after discovering the defect. If the complaint is made in writing or electronically, the buyer should provide their contact details, a description of the defect and their preferred method of handling the complaint.
The buyer must inform the seller of the right they have chosen when reporting the defect or without undue delay after reporting it. The choice may be changed without the seller's consent only if the buyer requested repair of a defect that turns out to be irreparable.
If the buyer does not choose their right arising from a material breach of contract in time, they have the same rights as in the case of a non-material breach of contract.
The buyer must prove the purchase of the goods (preferably with a proof of purchase). The period for handling the complaint begins when the goods are handed over or delivered to the seller or to the place designated for repair. The goods should be packed in suitable packaging during transport to prevent damage and should be clean and complete.
The seller must decide on the complaint immediately, or within three working days at the latest, or decide that an expert assessment is required, and inform the buyer accordingly within this period. The seller will settle the complaint, including removal of the defect, without undue delay and no later than 30 days from the date it was filed, unless a longer period is agreed with the buyer in writing. After this period expires, the buyer has the same rights as in the case of a material breach of contract.
If the seller refuses to remove the defect, the buyer may demand a reasonable discount on the price or withdraw from the contract.
The warranty period is extended by the time from filing the complaint until it is settled or until the buyer was obliged to collect the item. If the goods or a part of them are replaced, the seller's liability applies as if it were a purchase of new goods or a new part.
If it is not possible to track the status of the complaint online, the seller undertakes to inform the buyer of the outcome of the complaint by e-mail or SMS, as requested by the buyer.
In the case of a justified complaint, the buyer is entitled to reimbursement of reasonably incurred costs.