Refund policy
How to return or exchange goods
Log in to your account and in the order details select the Request a return option, select the product you want to return. Select the reason for returning the goods, if you want to exchange the goods write it in the Notes. Finally, select Request a return. Instructions for returning the goods will be sent to you by e-mail.
Alternatively, fill out the Return Form, put the form in the package and send everything to us.
We will be happy if you always pack the product carefully. This will prevent its damage during transport. The customer pays the postage for the returned goods. Send the product to the address: TONAK a.s. - velkosklad, Zborovská 823, 741 01 Nový Jičín
GENERAL INFORMATION
Order cancellation and withdrawal from the contract
The buyer is entitled to cancel the order at any time before the goods are delivered free of charge.
The buyer may withdraw from the contract within 14 days of receipt of the goods, regardless of the method of receipt of the goods or payment. The specified period is intended to enable the buyer to become reasonably familiar with the nature, properties and functionality of the goods.
For the purposes of exercising the right to withdraw from the contract, the customer must inform TONAK a. s., Zborovská 823, 741 01 Nový Jičín, e-mail: eshop@tonak.cz, tel. 556 202 396 of his withdrawal from the contract in the form of a unilateral legal act (e.g. by letter, fax or e-mail). He may use a sample form, but this is not his obligation.
The withdrawal from the contract must be sent to the seller within 14 days. The buyer does not have to state the reason for withdrawing from the contract. To facilitate communication, the buyer shall state the date or number of the order or invoice and bank details in the withdrawal.
The Seller is obliged to refund to the Buyer, no later than 14 days from the date of notification of withdrawal from the contract, all payments received from the Buyer, including delivery costs (except for additional costs incurred as a result of the Buyer's chosen method of delivery, which is different from the cheapest method of standard delivery offered by the Seller). The Seller will refund the payment only after receiving the returned goods or if the Buyer proves that he has sent the goods back, whichever occurs first. The goods should be returned to the Seller (not cash on delivery) complete, preferably in the 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 due to the Buyer's breach of obligations, the Seller is entitled to claim compensation from the Buyer and set it off against the refunded amount.
Seller's liability
Quality upon acceptance
If the goods received have defects (e.g. they do not have the agreed or legitimately expected properties, are not suitable for the usual or agreed purpose, are not complete, do not correspond to their quantity, size, weight, or quality, or do not correspond to other statutory, contractual or pre-contractual parameters), these are defects in the goods for which the seller is liable.
The buyer may, at his request, claim from the seller a free removal of the defect or a reasonable discount on the price, no later than two years after receipt of the goods; if this is not disproportionate to the nature of the defect (in particular if the defect cannot be removed without undue delay), a request for the delivery of a new item without defects or a new part without defects, if the defect concerns only this part.
If repair or replacement of the goods is not possible, the buyer may demand a refund of the purchase price in full based on withdrawal from the contract.
Within six months of receipt of the goods, it is assumed that the defect in the goods already existed at the time of receipt of the goods.
The seller is not obliged to satisfy the buyer's claim if he proves that the buyer knew about the defect in the goods before receipt or caused it himself.
Statutory rights 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 of the goods or in the attached instructions.
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 of the goods or in the attached instructions.
Within this period, the buyer may file a complaint and, at his/her option, demand, for a defect that constitutes a material breach of contract (regardless of whether the defect is removable or non-removable):
- removal of the defect by delivering a new item without a defect or by delivering the missing item
- free removal of the defect by repair
- a reasonable discount on the purchase price
- refund of the purchase price upon withdrawal from the contract
A material breach of contract is one that the party breaching the contract knew or should have known at the time of conclusion of the contract, and that the other party would not have concluded the contract if it had foreseen this breach.
For a defect that constitutes a non-material breach of contract (regardless of whether the defect is removable or non-removable), the buyer is entitled to have the defect removed or a reasonable discount on the purchase price.
If a removable defect occurs repeatedly after repair (third complaint for the same defect or fourth for different defects) or the goods have a larger number of defects (at least three defects at the same time), the buyer may exercise the right to a discount on the purchase price, exchange the goods or withdraw from the contract.
he seller is not liable for defects resulting from normal wear and tear or failure to comply with the instructions for use. Information on proper maintenance of the goods is provided in the e-shop for the product and on each product.
Complaint handling
The buyer is obliged to file a complaint with the seller or the person designated for repair without undue delay after discovering the defect. If he does so in writing or electronically, he should provide his contact details, a description of the defect and a request for the method of handling the complaint.
The buyer is obliged to inform the seller of the right he has chosen when reporting the defect or without undue delay after reporting the defect. Changing the choice without the seller's consent is only possible if the buyer has requested the repair of a defect that turns out to be irreparable.
If the buyer does not choose his right from a material breach of contract in time, he has the same rights as in the case of a non-material breach of contract.
The buyer is obliged to prove the purchase of the goods (preferably with a proof of purchase). The period for settling a complaint runs from the handover/delivery of the goods 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 is obliged to decide on the complaint without delay, or at the latest within three working days, on the need for an expert assessment to make a decision. The information on the need for an expert assessment will be communicated to the buyer within this period. The seller will settle the complaint, including the removal of the defect, without undue delay, at the latest within 30 days of its application, unless a longer period is agreed upon in writing with the buyer. After this period, the buyer has the same rights as if it were a material breach of contract.
If the seller refuses to remove the defect in the item, the buyer may demand a reasonable discount on the price or withdraw from the contract.
The quality guarantee is extended by the period from the filing of the complaint until its settlement or until the time when the buyer was obliged to collect the item. If the goods or part thereof are replaced, the seller's liability applies as if it were a purchase of new goods or part thereof.
If it is not possible to monitor the status of the complaint settlement online, the seller undertakes to inform the buyer about the settlement of the complaint by e-mail or SMS at his request.
In the case of a justified complaint, the buyer is entitled to compensation for the reasonably incurred costs.