Something can always go wrong. We can make a mistake or miss something. In that case, like any other e-shop, you can claim the goods within the statutory period of 24 months from receipt. Similarly, goods purchased through an e-shop can be returned without reason, undamaged and unworn within 14 days from the date of purchase. For more information, including the reasons for not accepting a claim, see the complaints and returns and exchanges sections.
For complaints or returns, please always use our COMPLAINT FORM. Just send the completed form to with the goods to our address. We will inform you within 3 days of receipt of the parcel about the next course of action.
Are you dissatisfied with something? Is the product damaged? Have you discovered a hole in the textile, the size does not fit even within the tolerance of the size chart, or have you discovered another defect? In such a case, according to the Civil Code, every buyer is entitled to claim the goods within 24 months of receipt. Complaints will be handled in accordance with the provisions of § 19, paragraph 3) of Act No. 634/1992 Coll., on consumer protection.
First, take a photo of the product and send the photo to email@example.com. After agreement, send back everything that is the subject of the complaint. After assessing and acknowledging the complaint, we will exchange the goods for you or we will refund the money. The complaint applies only to goods with a manufacturing defect. If you have damaged the goods in any way by improper handling yourself, the claim will not be accepted. The time to process a complaint is 30 days. See how to properly care for textiles.
CLAIMS DO NOT APPLY TO:
- Damage to goods during transport (these damages must be resolved with the carrier upon receipt).
- Wear and tear of the goods due to the nature of the product due to normal use and wear and tear over time.
- Damage to goods from unusual use or damage caused by the user.
- Damage caused by external events and incorrect handling.
DELIVERY SERVICES CLAIMS:
Goods from CRYSTALSHOP are delivered to you via Czech Post, Zásilkovna or another logistics company. It may happen that the package arrives to you damaged. In that case please proceed as follows:
- Always inspect the shipment at the counter or immediately when handing over the goods directly in front of the worker.
- In the event of damage to the packaging (creased, torn, soaked...), immediately write a damage report with the delivery worker.
- It is possible to unpack the package and check the goods on site, especially in the case of breakable items.
- Don't be put off by the fact that you have to contact the e-shop, we ship the goods unbroken and packed so that, if handled well, they reach the customer undamaged.
RETURNS AND EXCHANGE
Got a t-shirt that doesn't quite fit and need a different size? Or did you make a mistake in your order and wanted something completely different? Our COMPLAINT FORM will help, which you can also use to refund or exchange goods. Goods can be refunded without giving a reason within 14 days from the date of purchase.
All goods for exchange or refund must be unwashed, unworn, unused, undamaged and must not smell (cigarette smoke, sweat, fire smoke, etc.). If this is not done, the exchange and refund will be refused without the possibility of compensation for the damage.
WHAT CANNOT BE EXCHANGED?
All goods from the CRYSTAL SHOP that can be purchased directly can be refunded or exchanged. The situation only changes if you order a CUSTOM DESIGN product, including a product like YOUR OWN PHOTO IMAGES. In these cases, you no longer buy through our e-shop, but become a customer of Crystal Productions Merchandise Factory s.r.o.. In this relationship, you become by our clients and the standard GENERAL TERMS AND CONDITIONS apply to you. At the same time, this gives you full rights to VIP prizes.
CANCELLATION/CANCELLATION OF AN ORDER WHEN IT HAS NOT YET BEEN SHIPPED
If you decide to cancel your order and suspect or know that the order has not yet been dispatched, inform us immediately by calling +420 702 061 722 – an SMS will suffice, or by email to firstname.lastname@example.org. If the goods are out of stock or your order is canceled by us, you will be informed immediately.
FORM TO DOWNLOAD
- Download and print the CLAIM AND EXCHANGE OF GOODS form
- Choose the way you want to solve the situation and fill in the remaining items.
- Send the claimed goods together with the form to our address:
Merchandise Factory s.r.o.
735 64 Havirov-Prostredni Sucha
Czech Republic, EU
If you are not registered in our customer system and it is not possible to find the invoice or proof of payment, attach a copy of it to the form.
We will inspect the shipment that we receive from you without undue delay and will inform you of any detected defects within 3 days.
According to our terms and conditions, we have 30 days from receipt of the claim to exchange the goods, resolve the claim and refund the money.