Returns and Complaints

1. Returning goods without giving a reason (withdrawal from the contract within 14 days)

For custom-printed goods, the standard 14-day return right does not apply. You create the goods to order in our configurator by uploading your own logos, text or artwork. Because such a product is manufactured and customised specifically according to your requirements and cannot reasonably be used by anyone else, it cannot be returned under the statutory right of withdrawal simply because you do not like it or have changed your mind (statutory exception for goods made or customised to the consumer’s specifications).

Note: If you purchase standard goods from us without any custom printing or modifications, you are of course entitled to the standard 14-day right of withdrawal.

The fact that customised goods cannot simply be returned does not mean that you lose your rights in relation to defects. You retain the full right to make a complaint about defective goods.

2. What does the warranty cover and for how long?

We provide a 24-month warranty on all goods. If a defect becomes apparent within the first six months after receipt, the goods are presumed to have been defective from the outset.

The warranty applies exclusively to manufacturing defects. To keep your products looking their best for as long as possible, please take proper care of them. The warranty cannot be claimed in cases involving:

• Defects resulting from normal use and wear and tear.
• Damage caused by improper use, storage, unsuitable maintenance or mechanical interference on your part.
• Defects caused by the carrier (we are not responsible for such defects; they are dealt with directly with the carrier).

Important: Please inspect the goods immediately upon receipt. Report any defects to us without undue delay after you become aware of them.

3. How to make a complaint

There is no need to worry about complicated paperwork. Inform us of your complaint in whichever way is most convenient for you – by email, telephone or in writing:

• Email: [email protected]
• Telephone (e-shop): +420 607 007 952

Returning the goods: If a physical inspection of the goods is necessary, please send them to our address as a registered parcel (please do not send goods cash on delivery, as such parcels will not be accepted). Include a brief description of the reason for the complaint, your return address and proof of purchase from our shop. You are responsible for arranging transport of the goods being claimed to us.

METRIE spol. s r. o.
Moravičanská 20
789 83 Loštice

4. How and when will we resolve your complaint?

We will handle your complaint without undue delay, but no later than 30 days from the time you notify us and, where necessary, deliver the goods concerned to us. We will of course provide written confirmation both of the complaint being made and of its resolution.

You choose the method of remedy when making the initial complaint. Depending on the type of defect, you are entitled to:

• Free removal of the defect (repair).
• Replacement with a new defect-free item if the defect is repairable and the product has not yet been used.
• An appropriate reduction in the purchase price.
• In the case of an irreparable defect that prevents proper use of the goods, you may request a replacement or withdraw from the contract (refund).

5. Reimbursement of costs and collection of goods

If the complaint is justified, you are entitled to reimbursement of reasonably incurred costs (for example, postage to us). Please claim these costs no later than one month after the expiry of the period for notifying the defect.

Once the complaint has been resolved, please collect the goods within 30 days at the latest. If the goods remain with us for longer, we may, after prior notice, charge reasonable storage costs or sell them on your account.

We are here to help. If you are unsure about anything, simply get in touch with us.