Returns and Complaints
We want the goods you ordered to be right for you. If they are not, you can return them within 14 days without giving any reason. And should the goods turn out to be defective, we will sort it out with you as quickly as possible. Below you will find both procedures step by step.
RETURNING GOODS WITHIN 14 DAYS
If you are buying as a consumer, you have the right to withdraw from the contract without giving any reason within 14 days of receiving the goods. If your order arrived in several shipments, the period starts on the day the last one is delivered.
How to proceed:
- Let us know. An e-mail to info@faradaybags.cz is enough — just state your order number and which goods you are returning. You can use our withdrawal form.
- Send the goods back. You have 14 days from the withdrawal to do so. Send the parcel to forensee s.r.o., Oškobrh 11, 289 06 Opolany, Czech Republic.
- Enclose a document. A copy of the invoice, the form, or simply your order number written on a piece of paper inside the parcel will do — it helps us match the return faster.
- Give us your account number if you paid by bank transfer. If you paid by card online, we send the money back the same way and do not need your account number.
We will refund you within 14 days of the day the withdrawal took effect. We will send the money at the earliest once the goods reach us, or once you prove to us that you have sent them. We refund the full price of the goods and the delivery charge — the latter, however, only up to the cheapest method of delivery we offered for that order.
What condition should the goods be in? Please send the goods back clean and, where possible, including the original packaging and accessories. You are of course free to try them out — just as you would in a brick-and-mortar shop. If the goods are worn beyond that, however, you are liable to us for the reduction in their value and we may set this amount off against the price being refunded.
We do not accept parcels sent cash on delivery. Please send them as an ordinary parcel.
Withdrawal is not possible for the goods listed in Section 1837 of the Civil Code — typically goods customised to your specific wishes.
COMPLAINTS
If the goods are defective, as a consumer you have the right to claim the defect within 24 months of receipt. If you are buying as a business, the defect must be notified without undue delay, no later than three days after receiving the goods.
How to proceed:
- Write to us at info@faradaybags.cz or send a letter to our business address. Describe the defect and attach photographs if it is visible.
- Choose how you want the defect resolved — by repairing the goods, or by supplying a new item. This choice cannot be changed later without our agreement, so please consider it carefully. You can use our complaint form.
- Send the goods to forensee s.r.o., Oškobrh 11, 289 06 Opolany, Czech Republic, together with proof of purchase.
What happens next. We will issue you a confirmation that the complaint has been received. We will inform you of its settlement no later than 30 days from receiving the complaint, unless we agree on a longer period.
When we cannot accept a complaint. Normal wear and tear caused by ordinary use is not considered a defect, nor is a defect you caused yourself. In the case of second-hand goods, wear corresponding to the extent of their previous use is not considered a defect either.
WHERE TO SEND THE PARCEL
forensee s.r.o.
Oškobrh 11
289 06 Opolany
Czech Republic
E-mail: info@faradaybags.cz
Phone: +420 315 55 88 70
FORMS TO DOWNLOAD
The full wording of the rights and obligations can be found in our General Terms and Conditions. If anything is unclear, just write to us — we will be happy to help.
