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Draft. These texts still need details filled in and a review, they are not in force.

complaints policy

Effective from 12 November 2026. This is a translation for convenience. The Czech version is the binding one.

This complaints policy is part of the terms & conditions. We sell used goods, so it matters what is and what is not a defect.

1. What a defect is

You can make a claim if, on receipt, the piece:

  • does not match the description or photos (e.g. it has a flaw we did not mention and is not shown),
  • lacks the properties we stated (size, material, extras such as a dust bag or box),
  • is not genuine.

Not a defect:

  • wear that matches the described condition and the x/10 rating,
  • flaws stated in the description or visible in the photos,
  • natural ageing of materials (leather patina, faded colours in line with the piece's age),
  • wear and damage that arise after receipt from normal use, improper care or accidents.

2. Time limit

You can claim a defect within 12 months of receipt (a shortened period for used goods under the terms). If a defect appears within one year of receipt, it is presumed to have existed on receipt. Please report a defect without undue delay once you find it.

3. How to claim

  1. E-mail [doplnit: e-mail] with the order number, a description of the defect, photos and what you ask for (see below).
  2. Within a few days we confirm receipt of the claim and agree how the piece gets to us.
  3. Send the piece to [doplnit: return address], or hand it over in Prague by arrangement. If the claim is justified, we reimburse the shipping.
  4. You receive by e-mail a confirmation of when you made the claim, what it concerns and how it is to be settled, and later a confirmation of how it was settled.

4. What you can ask for

  • Repair, where possible (e.g. a small fix of hardware or a seam). Replacement is usually not possible, as every piece exists only once.
  • A reasonable discount, or withdrawal from the contract and a full refund, if the defect cannot be fixed, is not fixed within a reasonable time, or is material (e.g. the piece is not genuine or fundamentally differs from the description).

5. Settlement

We settle claims without undue delay, at the latest within 30 days, unless we agree on a longer period. If we do not, you may withdraw from the contract. Refunds are made by bank transfer.

6. Businesses

For buyers purchasing as part of their business, claims are governed by the Civil Code and any agreement.

7. If we cannot agree

Consumers may turn to the Czech Trade Inspection Authority for out-of-court resolution: adr.coi.cz.