Product Complains and Returns

Complaints Policy and Withdrawal from the Purchase Contract

This complaints policy and withdrawal conditions have been prepared in accordance with Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection, as amended. This document applies to consumers, meaning persons who, when concluding and performing a contract, do not act within the scope of their business activity or independent profession.

1. Withdrawal from the Purchase Contract Within 14 Days

1.1 If you are a consumer and you purchased goods through our online store, you have the right, in accordance with Section 1829 of the Czech Civil Code, to withdraw from the purchase contract without stating any reason within 14 days from the date of receipt of the goods.

1.2 The withdrawal period begins on the day following the receipt of the shipment. The deadline is considered met if the notice of withdrawal is sent before the expiry of the 14-day period.

1.3 The right of withdrawal also applies to goods collected through pickup points.

1.4 In the event of withdrawal from the contract, we recommend enclosing:

1. a copy of the proof of purchase,
2. a withdrawal form, if available.

1.5 The withdrawal notice may be sent electronically or in writing together with the returned goods.

2. Condition and Return of Goods

2.1 We recommend carefully packaging the returned goods to prevent damage during transport.

2.2 The consumer is only liable for any reduction in the value of the goods resulting from handling the goods in a manner other than that necessary to become familiar with the nature, characteristics, and functionality of the goods pursuant to Section 1833 of the Czech Civil Code.

2.3 Goods may be tested in a manner similar to what would be possible in a physical retail store.

2.4 If the returned goods are damaged, incomplete, or show signs of excessive use, the refunded amount may be proportionally reduced.

2.5 The original packaging is not a condition for withdrawal from the contract; however, we recommend keeping it for safe transport purposes.

2.6 Unless agreed otherwise, the consumer bears the costs associated with returning the goods.

2.7 Shipments sent cash on delivery will not be accepted.

2.8 Parcels containing goods intended for return may also be sent via Zásilkovna. If you wish to use this option, please contact us and we will provide you with a return shipping code for parcel submission. By using this return code, the return shipping costs will be covered by the seller.

3. Refunds

3.1 The seller shall refund all payments received from the consumer, including delivery costs corresponding to the cheapest delivery method offered, no later than 14 days from the withdrawal from the contract.

3.2 The seller is not obliged to refund the payment before receiving the returned goods or before the consumer proves that the goods have been sent back.

3.3 Refunds will be issued using the same payment method used for the original transaction unless agreed otherwise by both parties.

4. Exceptions to the Right of Withdrawal

4.1 In accordance with Section 1837 of the Czech Civil Code, withdrawal from the contract is not possible, in particular, in the case of:

1. goods customized according to the consumer’s wishes or made specifically for the consumer,
2. goods subject to rapid deterioration,
3. goods delivered in sealed packaging which were removed from the packaging for hygienic reasons and cannot be returned,
4. digital content supplied with the consumer’s prior express consent before the expiry of the withdrawal period.

4.2 Goods customized according to the consumer’s wishes include, in particular, personalized products with names, custom sizes, or other modifications made upon the customer’s request.

5. Purchases Made Under a Business ID Number

5.1 If the goods were purchased by an entrepreneur within the scope of business activity or using a business identification number (IČO), the right to withdraw from the contract within 14 days without stating a reason does not apply unless explicitly agreed otherwise.

6. Complaints and Rights Arising from Defective Performance

6.1 The seller is responsible for ensuring that the goods are free from defects upon receipt and that they correspond to the agreed description, type, quantity, quality, functionality, and characteristics pursuant to Section 2161 of the Czech Civil Code.

6.2 The consumer is entitled to claim a defect that occurs within 24 months from the receipt of the goods.

6.3 Normal wear and tear corresponding to regular use of the goods shall not be considered a defect.

6.4 A complaint cannot be accepted if the defect was caused by:

1. improper use,
2. mechanical damage,
3. improper maintenance,
4. unauthorized interference with the product,
5. use contrary to the intended purpose of the product.

7. Filing a Complaint

7.1 Complaints may be submitted electronically, in writing, or in person upon prior arrangement.

7.2 To speed up the complaint process, we recommend attaching:

1. proof of purchase,
2. a description of the defect,
3. the customer’s contact details.

7.3 Complaints will be resolved without undue delay, no later than 30 days from the date the complaint is filed, unless the seller and the consumer agree on a longer period.

7.4 The customer will be informed about the outcome of the complaint via email or telephone.

7.5 In the event of a justified complaint, the consumer is also entitled to reimbursement of reasonably incurred costs related to exercising the complaint.

8. Inspection of the Shipment Upon Receipt

8.1 Upon receiving the shipment, we recommend checking the condition of the transport packaging.

8.2 If the shipment is visibly damaged, we recommend refusing acceptance of the shipment and immediately contacting the carrier or the seller.

8.3 This does not affect the consumer’s right to file a complaint.

9. Contact Information for Returns and Complaints

9.1 Address for returns and complaints:

Meranto s.r.o.
Ke Zvoli 783
252 41 Dolní Břežany
Czech Republic

9.2 Contact details:

1. E-mail: info@calidu.cz
2. Phone: +420 773 740 773

10. Out-of-Court Consumer Dispute Resolution

10.1 In the event of a consumer dispute, the consumer has the right to out-of-court dispute resolution.

10.2 The entity responsible for out-of-court consumer dispute resolution is Czech Trade Inspection Authority.

10.3 Further information is available on the official website of the Czech Trade Inspection Authority.

10.4 Consumers may also use the European Commission’s online dispute resolution platform available at Online Dispute Resolution Platform.

11. Final Provisions

11.1 This complaints policy becomes effective on TO BE COMPLETED.

11.2 The seller reserves the right to amend this complaints policy in accordance with applicable legal regulations.

 

15th May 2026