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Returns and Refunds

If a product doesn't fit you or has a quality issue, you have two options: withdraw from the contract within 14 days (no reason needed) or file a warranty claim within 24 months.

Withdrawal within 14 days

As a consumer, you have the right under § 1829 (1) of the Czech Civil Code to withdraw from the purchase contract without giving any reason within 14 days of receiving the goods.

How to proceed

  1. Notify your withdrawal. Fill in the model form (below) and e-mail it to eshop@spokar.com, or simply e-mail us stating that you are withdrawing from the contract. Always include the order number and item name. We will confirm receipt of your withdrawal by e-mail.
  2. Send the goods back to SPOKAR a.s. – E-SHOP, Libkovodská 1428, 393 01 Pelhřimov, Czech Republic, within 14 days of withdrawal. You bear the cost of return shipping. Send it as a regular package — we cannot accept cash-on-delivery parcels.
  3. We refund within 14 days of withdrawal using the same payment method (card or bank account), including delivery costs at the cheapest method offered. We may withhold the refund until we receive the goods back or you prove they have been sent.

Model withdrawal form

You can copy, fill in and e-mail this form. To print it or save it as a PDF, use your browser's print function (Ctrl+P / Cmd+P → "Save as PDF").

Addressee: SPOKAR a.s. – E-SHOP
Libkovodská 1428, 393 01 Pelhřimov, Czech Republic
E-mail: eshop@spokar.com

I hereby give notice that I withdraw from the contract for the purchase of:
___________________________________________________________

Order date:    ______________________________________________
Receipt date:  ______________________________________________
Order number:  ______________________________________________

Consumer name:    __________________________________________
Consumer address: __________________________________________
Phone / e-mail:   __________________________________________

Bank account for refund (optional — otherwise refunded to original payment method):
______________________________________________

Consumer signature (paper form only):
______________________________________________

Date:
______________________________________________

Withdrawal exceptions

Under § 1837 of the Czech Civil Code, you cannot withdraw from a contract for goods in sealed packaging that you have unsealed and which cannot be returned for hygiene reasons (e.g. an opened toothbrush in unsealed hygienic packaging).

Warranty claims (24 months)

You have the right to claim defects in consumer goods within 24 months of receipt (§ 2161 et seq. of the Czech Civil Code).

How to file a claim

  1. Contact us at eshop@spokar.com or by phone +420 733 170 950 (Mon–Fri 6:00–14:00 (CET)). Describe the defect and attach a photo if possible.
  2. We agree on how to return the item — usually you send it to our address.
  3. We handle the claim without undue delay, no later than 30 calendar days from filing.

What you can claim

  • Free repair (if possible)
  • Replacement with a new item of the same type
  • Reasonable discount from the purchase price
  • Withdrawal from the contract and full refund (in case of material breach)

Out-of-court dispute resolution

If we cannot reach an agreement, you may contact the Czech Trade Inspection Authority (www.coi.cz) or use the EU Online Dispute Resolution platform (ec.europa.eu/consumers/odr).