Returns and Complaints
Withdrawal from the Purchase Agreement and Return of Goods Without Stating a Reason
As a customer, you have the legal right to withdraw from the purchase agreement and return purchased goods within 14 days without giving any reason. Although we wholeheartedly stand behind our products based on personal experience, it may happen that once the product arrives, it simply “doesn’t catch your eye.” And it would be a shame for it to end up unused at the bottom of a closet when it could bring joy to someone else.
Procedure and Deadlines for Returning Goods:
You can return goods without giving any reason within 14 days from the date you received the shipment.
Notification of withdrawal can be very simple: just email us at info@vitaora.cz specifying which goods you wish to return and include the order number / invoice number (variable symbol); the decisive factor is the date the notification is delivered. In justified cases, the provable date of sending the notice may suffice.
The deadline for returning goods is 14 days from the sending of the withdrawal notification.
Conditions for Returns:
Return the goods in their original condition; you can attach the invoice, but you must definitely include the completed withdrawal form (DOC / PDF) or write the withdrawal manually;
The goods must be returned complete, preferably in the original packaging, and must not show signs of wear or damage;
The cost of returning the goods is borne by you, the buyer.
If the returned goods are damaged due to the buyer’s breach of obligations, we are entitled to claim compensation for the reduction in the value of the goods and deduct it from the refunded purchase price.
Send the returned goods to:
VITAORA s.r.o., Dělostřelců 1227, 337 01 Rokycany, Czech RepublicRefunds: we will refund your payment no later than 14 days after receiving the returned goods, to the bank account you provide in the attached form, or otherwise to the bank account from which the purchase price was originally paid.
Did you receive incomplete or incorrect goods?
Mistakes can happen — if this occurs, please contact us as soon as possible (info@vitaora.cz, phone +420 775 715 000 – Mrs. Vondráčková).
We will promptly send you the missing or correct goods. The cost of returning incorrectly delivered goods will be borne by us and will be refunded along with the price of the goods.
Warranty
As a consumer, you are entitled by law to a two-year warranty on consumer goods.
If you are not a consumer (e.g., you are buying goods as a business with a VAT ID number), the contractual warranty period is one year.
The warranty period starts on the day you receive the goods. The period required for processing a complaint is not counted into the warranty period.
If a product is exchanged during a complaint, the new warranty period starts from the date of receipt of the replacement.
Warranty claims cannot be made on free gifts.
Complaints
Please inform us first by email at info@vitaora.cz or by phone at +420 775 715 000 (you can also send an SMS with a request to be contacted — include your name and the product concerned).
Complaint form for download: Complaint Submission Form (DOC / PDF)
If necessary, we will ask you to send the complained goods by mail to:
VITAORA s.r.o., Na Pátku 122, 337 01 Rokycany, Czech RepublicPlease include proof of purchase (invoice) with the returned goods.
Complaint resolution deadline: complaints are usually processed within 14 days, but no later than 30 calendar days from the date of proper complaint submission.
What to do if the delivered goods are damaged:
Always carefully check the shipment upon delivery.
Do not accept any shipment that appears damaged or opened.
If the goods are damaged despite undamaged packaging, contact us immediately at info@vitaora.cz or by phone at +420 775 715 000.
Gifts provided free of charge
No consumer rights can be applied to free gifts.
Such goods are considered a gift according to the applicable Czech legislation.