Complaints and Returns

Complaints

The conditions for filing a complaint are governed by our Terms and Conditions.

• If you suspect that the goods were damaged during transport, please inform the carrier upon receipt of the shipment.

• If the packaging is visibly damaged, please do not accept the delivery.

To file a complaint, please send us an email with photographic documentation to info@najodecor.cz.
After receiving your complaint by email, we will contact you with further instructions.

Complaint form available for download here.

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Withdrawal from the Contract

Consumers who enter into a purchase contract outside of their business activity have the right to withdraw from the contract.

• The withdrawal period is 14 days from:

  • the day the goods are received,

  • the day the last delivery of goods is received if the contract involves multiple goods or partial deliveries, or

  • the day the first delivery is received if the contract involves regular repeated deliveries.

Exceptions – No Right of Withdrawal

The consumer cannot withdraw from the contract in cases such as:

• Services that have been fully performed with the consumer’s prior explicit consent before the withdrawal period expired,

• Goods made to the consumer’s specifications or personalized for them,

• Other exceptions provided by § 1837 of the Czech Civil Code.

Withdrawal Procedure

• To meet the withdrawal deadline, the consumer must send a declaration of withdrawal within the withdrawal period.

• The consumer may use the model withdrawal form provided by the seller.

• Withdrawal should be sent to the seller’s email or postal address indicated in these Terms and Conditions. The seller will promptly confirm receipt.

Returning Goods

• Consumers who withdraw must return the goods within 14 days of withdrawal.

• Consumers bear the cost of returning goods, including cases where standard postal delivery is not possible.

• Goods must be returned undamaged, unused, and, if possible, in the original packaging.

• The seller may deduct compensation for any damage to the goods from the refund.

Refunds

• The seller will refund all payments received, including delivery costs, without undue delay, no later than 14 days from the withdrawal.

• Refunds are made using the same payment method unless the consumer agrees otherwise.

• If the consumer chose a delivery method more expensive than the seller’s standard cheapest option, the refund will cover only the cost of the standard delivery method.

• The seller is not obliged to refund payments before the consumer has returned the goods or proven that the goods were sent back.

Seller’s Right to Withdraw

• The seller may withdraw from the contract if the goods are out of stock, unavailable, or the manufacturer/distributor has discontinued the product.

• In such cases, the seller will inform the consumer promptly via the email provided in the order and refund all payments, including delivery costs, within 14 days of notification.

Withdrawal form available for download here