Returns and complaints

We strive to accommodate our customers as best as possible, even in situations where things do not go as they should. There may be situations in which you need to cancel an order, file a complaint about goods, etc. Below, we describe how to proceed in each case.

ORDER CANCELLATION

If for any reason you need to cancel your order, please contact us as soon as possible at +420 605 284 558, by e‑mail, or via the form, and remember to include your order number. Ideally, we can cancel the order before it is shipped, avoiding any additional costs. No further steps are required in such cases.

WITHDRAWAL FROM THE CONTRACT – RETURNS

If the order has already been shipped, you have the right to withdraw from the contract within 14 days under general European consumer rights. However, the parcel must first be received and (in the case of cash on delivery) paid for, after which you may proceed with the standard withdrawal process. A suitable form can be downloaded HERE.

Withdrawal / returns are not possible for hygiene reasons if the packaging has been irreversibly opened, for example by removing the aluminium seal on UV gels.

Please note that refusing to accept the parcel does not terminate the contract and does not constitute withdrawal. The purchase contract is concluded when the order is placed and subsequently confirmed. We understand that situations arise where receiving a parcel is not realistically possible (illness, complications). However, if the parcel is intentionally not accepted and returned to us, we may request reimbursement of the shipping costs with your next order, particularly in repeated cases. Thank you for understanding.

COMPLAINTS

Although we believe - and experience shows - that this will not be frequent, a defect may occur, and you may need to file a complaint. For mechanical defects, sending a photo by e‑mail is often sufficient. Products requiring testing should be sent (or personally delivered) to Husova 696, 33401 Přeštice, Czech Republic, together with the completed complaint form available HERE.

Dissatisfaction with the shade of a product is not considered a reason for complaint, as colour representation cannot be perfectly accurate on all devices. For the most accurate colour perception, we recommend setting your phone’s brightness to maximum and disabling automatic colour adjustments (iPhone: True Tone; Samsung: Adaptive Color Tone). Thank you for understanding.