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Shop information / Europe

Returns & Complaints

Clear information, written for the people who shop with us.

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For a return or complaint, email kontakt@dredarium.cz. Include your order number, the item concerned and a short description. For a defect or delivery problem, attach clear photographs where possible.

Please contact us before sending anything. We will provide the current Packeta return instructions and the designated return point. Do not send an unannounced parcel to an arbitrary pickup point.

14-day withdrawal

If you are a consumer and bought online, you may withdraw from the purchase without giving a reason within 14 days after receiving the goods. If one order arrives in several deliveries, the period starts when the last delivery is received.

  1. Email a clear withdrawal statement to kontakt@dredarium.cz within 14 days. Include your name, order number and the items being returned.
  2. Wait for the return instructions and designated Packeta point.
  3. Send the goods within 14 days after your withdrawal notice. Pack them securely and keep proof of dispatch.

You pay the direct return shipping cost unless we agree otherwise. You are responsible only for any reduction in value caused by handling beyond what is necessary to inspect the nature, characteristics and functioning of the goods.

Items that cannot be returned under the cooling-off right

Legal exceptions apply, especially to products made to your specifications or clearly personalised, and sealed goods unsuitable for return for health protection or hygiene reasons after the seal has been broken. This does not remove your rights if an item is defective or does not match the order.

Refunds

We refund eligible payments within 14 days after receiving your withdrawal notice, including the cost of the least expensive standard delivery offered for the order. We may wait until the goods arrive or you provide proof that they were sent.

The refund is made using the original payment method unless agreed otherwise. Extra cost caused by choosing a delivery method more expensive than the least expensive standard option is not refundable.

Defective, damaged or incorrect goods

EU consumers have a minimum two-year legal guarantee for goods that are faulty or do not conform to the contract. If a problem is covered, the available remedy may include repair, replacement, a price reduction or termination and refund, depending on the circumstances and applicable law.

Report the issue without unnecessary delay. Send:

  • your order number and contact details;
  • the product name and a clear description of the issue;
  • photographs of the item, packaging and shipping label where relevant;
  • the remedy you would prefer.

We will assess the claim and explain the next step. Necessary return costs for a justified defect claim are borne by the Seller. Normal wear, accidental damage, unsuitable care or use contrary to product instructions is not a product defect.

Transport damage

If the outer parcel is visibly damaged, note it with the carrier where possible and take photographs before opening. Contact us promptly. Accepting a parcel does not remove your statutory rights, but early evidence makes a carrier claim easier.

How we handle complaints

We acknowledge the complaint, keep you informed and resolve it within the time required by applicable consumer law. If we cannot agree, you may use out-of-court dispute resolution through the Czech Trade Inspection Authority at adr.coi.cz.

Online withdrawal

You can also send a clear withdrawal statement through our online withdrawal form. We will confirm receipt by email without unnecessary delay, including the content and date and time of your submission.