​RETURNS & COMPLAIN POLICY

 

1. Introduction
This complaint policy is part of the general terms and conditions and establishes the rights and obligations of the buyer and seller when making a claim for defective goods.
The buyer confirms familiarity with the complaint policy upon concluding the purchase contract.
The seller issues a purchase document (invoice) for all purchases containing the legally required information necessary to make a claim.

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2. Non-Conformity with the Purchase Contract and Product Defects
Claims can be made for defects that prevent the proper use of the goods according to the contract or that fail to meet the quality and characteristics specified in the description and technical specifications.
Claims do not cover damage caused by improper use, mechanical damage, normal signs of wear and tear, failure to follow textile care instructions, or alterations made to the product by the customer.

• Minor cosmetic imperfections resulting from handmade production that do not impair the product’s functionality cannot be claimed (see section 6 on specifics of handmade clothing).

 

3. Procedure for Claim Submission
Claims must be submitted without undue delay after discovering the defect, but no later than within the warranty period.
Claims can be submitted in writing (e.g., email or registered letter) or in person along with the proof of purchase.
The goods must be accompanied by a description of the defect and proof of purchase (invoice or receipt).
The goods must be properly packaged, clean, and undamaged to prevent further damage during transport.

 

4. Warranty Period
The warranty period is 24 months from the date the buyer receives the goods unless otherwise specified for a particular product.

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5. Claim Handling

• In the event of full or partial withdrawal from the purchase contract within the statutory withdrawal period, the seller is obliged to refund the buyer the corresponding amount for the ordered goods. The refund will be made using the same payment method originally used or to the bank account of your choice, no later than 14 days from the withdrawal date. This right is based on § 1829 of the Civil Code.

• Please note that the refund may be issued only after the returned goods have been received from the buyer or in case of order cancellation before shipment.

• The seller must resolve the claim without undue delay, at most within 30 days from the day the claim is submitted.

• After resolution, the customer will be informed about the outcome and how the claim was handled.

• In the case of a justified claim, the seller is obliged to remove defects by repair, replace the goods with new ones, provide a reasonable discount, or allow withdrawal from the contract with a refund.

 

6. Specifics of Handmade/Handcrafted Clothing

Handmade products may exhibit slight variations in color, size, or details (e.g., irregular stitching), which are not subject to claims but are characteristic features of handmade production.
They are distinguished by texture and details that machine production cannot fully replicate.
Minor unevenness, asymmetry, or individual variations are not defects unless they limit the functionality and usability of the goods.

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7. Hidden Defects
The buyer has the right to claim hidden defects that appear later if they were present at the time of receiving the goods.

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8. Claim Form
To facilitate claims, we offer a simple claim form available for download directly from the e-shop website. Its use is not mandatory but recommended for faster processing.

 

9. Address for Returning Claimed Goods

Please send the claimed goods along with the proof of purchase to the address:
KTR s.r.o.
Jana Zajice 160/34

170 00 Prague

Czechia

Or to another address by prior arrangement.

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10. Dispute Resolution
In case of unresolved disputes, both buyer and seller may use out-of-court dispute resolution, for example through the Czech Trade Inspection Authority (České obchodní inspekce) or other competent institutions.