Refund policy

RETURNING GOODS WITHIN 14 DAYS
As a consumer, you have the legal right to return purchased goods within 14 days without giving any reason (withdraw from the purchase agreement). If you are purchasing goods as a company or entrepreneur (i.e., your VAT number appears on the invoice), the right to withdraw does not apply to you.

Return Period
The return period is 14 calendar days and starts the day after you receive the goods. The key point is when we receive the withdrawal notice from you. The goods must be returned within 14 days of sending the withdrawal notice.

How to Proceed
First, send us an email informing us of your withdrawal from the contract and attach the invoice/receipt. A scanned copy is sufficient.
Ensure the goods are in their original condition to avoid any potential reduction in the returned amount due to the cost of restoring the goods to their original state.
We prefer if you send the goods back with the original packaging and padding. While packaging is not part of the purchased goods, we still have the right to reimbursement for the actual costs incurred for the return, which may be charged to you and deducted from the refund amount.
Then promptly send the goods to the following address:
tenpocit, Tereza Vlasáková, Lublaňská 53, 120 00 Prague 2

Refund
The refund will be processed no later than 14 days from receiving the returned goods, and will be made using the same payment method you used for the original purchase or to your bank account.
We will refund the full amount, including delivery costs, corresponding to the cheapest delivery option offered by the courier (even if you chose a method other than the cheapest option).

WARRANTY
As a consumer, you are entitled to a 2-year warranty by law. If you are purchasing as a company or entrepreneur (i.e., your VAT number appears on the invoice), the warranty is only 1 year.

The warranty period starts from the day you receive the goods. This period does not include any time during which the product is being repaired until the consumer is required to collect the repaired product.

If the goods are replaced with new ones or a part is replaced under warranty, the warranty period will start over from the day the new goods or part are received.

Free gifts are not subject to the above conditions.

COMPLAINTS
Please inform us first via email at zazij@tenpocit.cz or call us at 778 51 51 38.
The complaint form can be downloaded here: [Submit a complaint]
If necessary, we will ask you to send the complained goods to our address:
tenpocit, Lublaňská 53, 120 00 Prague 2
Please include the proof of purchase (invoice/receipt).

Timeframe for Processing Your Complaint
If you are a consumer, the complaint will be resolved within 14 days.
If you are a company or entrepreneur (trading under the commercial code), there is no legally prescribed time limit, but we aim to resolve complaints as quickly as possible.

If the Goods Are Damaged
Please inspect the shipment carefully when receiving it from the courier. Do not accept a package that shows signs of damage or tampering.
If the goods are damaged even though the packaging is intact, contact us as soon as possible at 778 51 51 38.

If the Goods Are Incomplete or Not as Ordered
Please call us immediately at 778 51 51 38 or email zazij@tenpocit.cz.

Free gifts cannot be subject to consumer rights. Such items meet the terms of the Gift Agreement and comply with all standards according to applicable Czech legislation.