Returns policy

How should you proceed if the selected goods do not meet your expectations or do not work as you anticipated?

At Papouch, we aim to be as helpful as possible to our customers. Consumers may withdraw from the contract within the statutory period. In addition, subject to the conditions below, we offer an exchange service and may, following an individual assessment, also allow goods purchased for business purposes or under a company registration number to be returned.

Return of goods / withdrawal from the contract

If you are a Consumer, you may withdraw from a contract concluded through our online shop without giving any reason within 14 days from the date on which you receive the goods. If several items ordered under one order are delivered separately, the withdrawal period begins on the date on which you receive the last item.

To withdraw from the contract online, you may use the function available through the Withdrawal from the contract link. During the statutory withdrawal period, an online withdrawal button is also available next to the relevant order in the order overview available through the Orders list.

After submitting your withdrawal online, we will send you confirmation of its receipt without undue delay. The confirmation will include the content of your statement and the date and time when it was submitted.

You may also use the PDF form available for download below. Use of the PDF form or the online function is not mandatory. You may also withdraw from the contract by making any other clear statement, for example by e-mail or in writing.

What are the conditions for returning goods / withdrawing from the contract?

• The withdrawal notice must be sent no later than on the last day of the 14-day period beginning on the date on which you receive the goods.
• The goods must be sent back or handed over without undue delay and no later than 14 days from the date on which you withdraw from the contract.
• Please return the goods, where possible, with all accessories originally supplied.
• We recommend removing all personal data, access credentials and user settings and resetting the device to its factory settings, where possible.
• You may inspect and test the goods only to the extent necessary to establish their nature, characteristics and functionality. You may be responsible for any reduction in value resulting from handling beyond this extent.
• We recommend returning the original packaging if it is still available. Missing or damaged original packaging does not in itself result in the loss of your right to withdraw from the contract.
• Use of the PDF form is not mandatory. If you have submitted the withdrawal online, you do not need to print the form and include it with the goods.
• To help us identify your return quickly, we recommend including the order number or the reference number of the submitted withdrawal.
• The direct costs of returning the goods are borne by the customer.
• Please do not send the goods cash on delivery.

How should you proceed when returning goods?

1. Submit your withdrawal using the online Withdrawal from the contract function, the button next to the relevant Orders list , by e-mail, in writing or by using the PDF form .
2. Send or personally deliver the goods to Papouch store s.r.o., Strašnická 3165/1b, 102 00 Prague 10, Czech Republic.
3. If you submitted the withdrawal online, it is sufficient to include the order number or the reference number of the submitted withdrawal with the returned goods.
4. We recommend using a carrier that provides shipment tracking and packing the goods carefully to prevent damage during transport.
5. If you deliver the goods to our shop in person, we will help you identify the order and accept the goods on site.

The direct costs of returning the goods are borne by the customer. If a Consumer validly withdraws from the contract, we will also refund the cost of the original delivery up to the amount corresponding to the least expensive standard delivery method offered by us. If the customer selected a more expensive delivery method, the additional cost is not refundable.

Customers who purchased the goods in connection with their business activities or under a company registration number do not have a statutory right to withdraw from the contract without giving a reason. Papouch store s.r.o. may nevertheless allow such goods to be returned voluntarily following an individual assessment.

Exchange of goods

If you wish to exchange purchased goods for a different product, please use the same PDF form as for returning goods. Indicate in the form that you are requesting an exchange and specify the product for which the original item should be exchanged.

For an exchange, you must also provide the full delivery address, the recipient’s name, e-mail address and telephone number required for delivery.

An exchange of goods is not a statutory right and is a service provided by Papouch store s.r.o. beyond its legal obligations. The possibility of an exchange depends in particular on the condition of the returned goods, the availability of the requested product and payment of any difference in price.

What are the conditions for exchanging goods?

• The exchange request must be submitted within 14 days from the date on which the goods are received.
• The goods intended for exchange must be delivered to Papouch store s.r.o. no later than 21 days from the date on which they are received, unless agreed otherwise.
• The goods must be in perfect condition, fully functional and returned with all accessories originally supplied.
• All settings must be reset to factory defaults and all personal data, access credentials and other customer information must be removed from the device.
• If the goods were supplied in their original retail packaging, the packaging should, where possible, be returned without labels, writing or other damage.
• The completed form must be included with the goods, or the customer must otherwise clearly provide the order number, the requested exchange and the full delivery address.
• Any difference between the price of the original goods and the replacement goods must be settled before the replacement goods are dispatched.
• The costs of sending the goods for exchange and delivering the replacement goods are borne by the customer, unless agreed otherwise.

How should you proceed when exchanging goods?

1. Complete the form and indicate that you are requesting an exchange.
2. Provide the order number, details of the returned product, details of the requested replacement product and the full delivery address.
3. Send or personally deliver the completed form together with the goods to Papouch store s.r.o., Strašnická 3165/1b, 102 00 Prague 10, Czech Republic.
4. If you bring the goods to our shop in person, you do not need to print the form in advance. We will complete the necessary details with you on site.
5. Please do not send the goods cash on delivery. When using a shipping service, we recommend choosing a carrier that provides shipment tracking and packing the goods carefully.

If you have had the goods for more than 14 days, you may ask us to assess the possibility of a return or exchange individually. There is no legal entitlement to approval of such a request. If the return or exchange is approved, we will inform you of the applicable conditions and further procedure.