Returns and complaints

How should I proceed with returning goods?

Before returning the goods, please contact us by email at info@neven.cz.

Yes, returning of the goods is free of charge. Please contact us in advance, in order to provide you with the necessary information.

Return procedure:
1. Pack the goods in a suitable package (use a box, wrapping paper, or plastic wrap). Do not send the goods only in the original packaging.
2. Add a note with your order number to the package – without it, the return cannot be processed.

NOTE: Cash on delivery items will not be accepted!

We will refund money only via card, bank transfer or PayPal.

You can use the sample withdrawal form prepared by the Czech Trade Inspection, available for download HERE.

Can I choose whether I want a new product or a refund when making a complaint?

Yes, when submitting a complaint via email, you can specify your preferred resolution method. However, the final decision will be based on a thorough inspection of the product and evaluation of the situation.

Is it necessary to provide proof of payment when complaining about a product?

No, it is not necessary to provide proof of payment when making a complaint. Just provide us with your email, order number, or product serial number to properly process the complaint.

Withdrawal from the contract for online purchases

The consumer buyer has the right, in accordance with § 1829 of the Civil Code, to withdraw from the contract within 14 days from the receipt of the goods, if the contract was concluded via distance communication. If the consumer decides to exercise this right, they must deliver the withdrawal from the contract to the seller no later than 14 days after receiving the goods. The seller is only entitled to reimbursement for the actual costs incurred in returning the goods.

The right to withdraw from the contract does not apply to business buyers (if the invoice includes a company registration number).

Withdrawal from the contract for purchases in the store

Products purchased in the store can be exchanged for another product or credit (which can be used for future purchases within one year) if they are unused, undamaged, and in complete packaging, within 7 days.

YOU CANNOT WITHDRAW FROM THE PURCHASE AGREEMENT IN THE FOLLOWING CASES:

for individual parts of discounted product sets - only the complete set can be returned (unless the nature of the individual items excludes this)
for products whose nature does not allow for returns for hygienic reasons (e.g., in-ear headphones)
for products customized according to the customer's wishes
for shipments containing software or audio/video recordings
after the 14-day period has expired
for purchases made in a physical store

For more details, see Terms and Conditions