Refund policy

VI. Withdrawal from the Contract

1. A buyer has the right to withdraw from the purchase contract. If you wish to return the delivered goods, please contact us by email – we will respond promptly and arrange the next steps: info@ruksak-studio.cz.

2. The withdrawal period is 14 days:

   • from the date of receiving of the goods,
   • from the date of receiving of the last delivery of goods, if the subject of the contract consists of several types of goods or delivery of several parts.

3. The buyer cannot withdraw from the purchase contract, among other cases:

   • for the provision of services, if they were fulfilled with the buyer's prior express consent before the expiration of the withdrawal period, and the seller informed the buyer before concluding the contract that in such cases, they have no right to withdraw from the contract,
   • for the delivery of goods that have been modified according to the buyer's wishes or for their person,
   • in other cases specified in Section 1837 of the Civil Code.

4. A buyer who has withdrawn from the contract is obliged to return the goods to the seller within 14 days of purchase. The buyer bears the costs associated with returning the goods to the seller, even if the goods cannot be returned by standard postal means due to their nature.

5. If the buyer withdraws from the contract, the seller shall return all monetary payments received, including delivery costs, without undue delay and no later than 14 days from the withdrawal from the contract, using the same payment method. The seller shall return the received payments to the buyer by another method only if the buyer agrees and if it does not incur additional costs.

6. If the buyer chose a delivery method other than the cheapest option offered by the seller, the seller shall refund the delivery costs in an amount corresponding to the cheapest delivery method available.

7. If the buyer withdraws from the purchase contract, the seller is not obliged to return the received payments before the buyer hands over the goods to the seller or proves that they have sent the goods to the seller.

8. The goods must be returned by the buyer to the seller undamaged, unused, and clean, and, if possible, in the original packaging. The seller is entitled to unilaterally offset any claim for damages caused to the goods against the buyer’s claim for a refund of the purchase price.

9. The seller has the right to withdraw from the purchase contract due to stock depletion, unavailability of goods, or when the manufacturer, importer, or supplier of goods has discontinued production or delivery. The seller shall promptly inform the buyer via the email address provided in the order and shall return all payments, including delivery costs, received under the contract within 14 days of notifying the buyer about the contract withdrawal, using the same payment method or another method specified by the buyer.

VII. Rights Arising from Defects

1. The seller is responsible to the buyer for ensuring that the goods are free from defects upon delivery. In particular, the seller guarantees the buyer that at the time the goods are received:

   • the goods have the properties agreed upon by the parties or, if there is no agreement, the properties described by the seller or manufacturer or expected by the buyer based on the nature of the goods and advertisements,
   • the goods are suitable for the purpose stated by the seller or for the usual purpose of such goods,
   • the goods correspond in quality or design to the agreed sample or template if the quality or design was determined according to the agreed sample or template,
   • the goods are in the appropriate quantity, measurement, or weight, and
   • the goods comply with legal requirements.

2. If a defect becomes apparent within one year of delivery of the goods by the buyer, it is presumed that the goods were defective at the time of receipt. The buyer is entitled to claim rights for defects in consumer goods within 24 months of receipt. This provision does not apply to goods sold at a lower price due to the defect for which the lower price was agreed, wear and tear caused by normal use, defects in used goods corresponding to the level of use or wear the goods had upon receipt by the buyer, or if it arises from the nature of the goods.

3. Please note that due to the nature of the goods, where banners are an element, minor scratches or defects are standard and not grounds for a complaint. Similarly, banners may develop a certain patina, lose color, etc., with use. These are not manufacturing defects and are not valid grounds for warranty claims.

4. In the case of a defect, the buyer may file a complaint and request:

   • replacement with new goods,
   • repair of the goods,
   • a reasonable discount on the purchase price, or
   • withdrawal from the contract.

5. The buyer has the right to withdraw from the contract:

   • if the goods have a substantial defect,
   • if the buyer cannot properly use the goods due to recurring defects or defects after repair, or
   • in the case of multiple defects in the goods.

6. The seller is obliged to accept a complaint at any of their business locations where complaints can be processed, or at the registered office or place of business. The seller must issue the buyer a written confirmation of when the complaint was made, the content of the complaint, the requested resolution, as well as a confirmation of the date and method of resolving the complaint, including confirmation of any repair performed and its duration, or a written explanation if the complaint is rejected.

7. The seller or an authorized representative shall decide on the complaint immediately, or within three working days in complicated cases. This period does not include the time necessary for professional evaluation of the defect. Complaints, including the removal of defects, must be resolved promptly, no later than 30 days from the date of the complaint, unless the seller and buyer agree on a longer period. If this period expires without resolution, it is considered a substantial breach of contract, and the buyer has the right to withdraw from the purchase contract. The complaint is deemed made when the buyer's declaration (exercise of the right from defective performance) is delivered to the seller.

8. The seller shall inform the buyer in writing about the outcome of the complaint.

9. The buyer’s rights from defective performance do not apply if the buyer knew about the defect before receiving the goods or caused the defect themselves.

10. In the case of a justified complaint, the buyer is entitled to reimbursement of reasonable costs incurred in connection with the complaint. This right must be exercised within one month after the warranty period expires.

11. The buyer chooses the method of complaint resolution.

12. The rights and obligations of the parties concerning defective performance are governed by Sections 1914–1925, 2099–2117, and 2161–2174 of the Civil Code and Act No. 634/1992 Coll., on Consumer Protection.

13. Additional rights and obligations related to the seller’s liability for defects are governed by the seller's complaint procedure.