Refund policy

Withdrawal from the Contract (Consumer – 14 Days)

The consumer has the right to withdraw from a contract concluded via the internet within 14 days without giving any reason.

The 14-day period starts:

– on the day the goods are received;
– on the day the last item is received, if the goods were delivered in parts;
– on the day the first delivery is received, if the contract concerns regular recurring deliveries.

To meet the deadline, it is sufficient to send the notice of withdrawal before the expiry of the withdrawal period.

Please send your withdrawal notice to:
Egoé base s.r.o.
Bílovice 519, 687 12 Bílovice
E-mail: shop@egoe.eu

The goods must be returned no later than 14 days from the date of withdrawal.
The cost of returning the goods is borne by the buyer.
Cash-on-delivery shipments will not be accepted.

The goods must be returned undamaged, unused, and clean; ideally in the original packaging.

If a gift was provided with the goods, the buyer is obliged to return it together with the goods upon withdrawal.

Refunds

The seller shall refund all payments received from the buyer within 14 days of withdrawal, but not earlier than after receiving the returned goods or proof that the goods have been sent back.
The refund will be made using the same payment method unless the buyer agrees to a different method.

When withdrawal from the contract is not possible

Withdrawal is not possible in the case of:

– goods made to order or customized according to the buyer’s requirements;
– goods subject to rapid deterioration;
– goods that have been mixed with other goods after delivery;
– goods in sealed packaging that were unsealed for hygiene reasons and cannot be returned;
– software, audio recordings, or video recordings if the original packaging has been opened;
– newspapers, magazines, and periodicals;
– services provided before the expiry of the withdrawal period with the consumer’s consent;
– digital content not supplied on a tangible medium, if supplied with the consumer’s consent.

Complaints and Claims (Defective Performance)

The seller is liable for defects that appear on the goods within 2 years from receipt, unless stated otherwise.

The consumer has the right to:

– replacement of the goods or a part thereof;
– repair of the goods;
– a reasonable discount on the purchase price;
– withdrawal from the contract (in the case of a material breach of contract).

Please submit complaints by e-mail to: shop@egoe.eu

Complaints will be handled within 30 days, unless otherwise agreed.

The seller bears the shipping costs of a justified complaint.
In the case of an unjustified complaint, the buyer bears the costs.

More detailed complaint conditions are set out in the seller’s Terms and Conditions and Complaints Procedure.

Withdrawal Form

(Shopify will also provide its own form, but we keep this one as well.)

Sender:
First and last name:
Address:
E-mail:
Phone:

I hereby notify that I withdraw from the purchase contract for the following goods:
Goods:
Date of order:
Date of receipt:
Order number:

At …………… on ……………
Signature (if sent in paper form)

Withdrawal must be sent to shop@egoe.eu or to the address: Egoé base, s.r.o., Bílovice 519, 687 12 Bílovice, Czech Republic.