Returns and Complaints

English version is a translation for convenience; the Czech version prevails. Informativní překlad, závazná je česká verze.

Wrong size? Send it back within 14 days, no explanation needed. Something wrong with the goods? We settle complaints within 30 days. Both procedures are described below, including the form.

1. Returns within 14 days

If you buy as a consumer you may withdraw from the contract within 14 days of receiving the goods, without giving a reason (Section 1829 of the Civil Code).

• The period starts on the day you, or a person you designate, receive the goods.
• If your order arrives in several parts, the period starts with the last one.
• It is enough to send the withdrawal in time — a notice sent on the last day counts.
• You then have another 14 days to send the goods back.

Please return the goods complete, with tags and in the original packaging where possible. This is not a condition of accepting the return, but it affects any deduction for diminished value (section 3).

2. Step by step

1. Write to us. Send an e-mail to info@carpediemgang.cz with your order number, saying you are withdrawing from the contract. You may use the model form, but you do not have to — any unambiguous statement is enough. We will confirm receipt and send you the return address.

2. Pack and send. Send the goods within 14 days of the withdrawal to the address we give you. Pack the parcel well. Do not send cash-on-delivery — such parcels will not be accepted. Keep your proof of postage.

3. We refund you. Within 14 days of receiving your withdrawal, but not before the goods reach us or you prove that you have sent them.

3. Refunds

• We refund the full price of the goods and the delivery cost to you (Section 1832 of the Civil Code). Delivery is refunded up to the cheapest method we offered for that order; if you paid extra for a more expensive method, the difference is not refunded.
• We refund by the same means we received the payment, i.e. back to your card. Any other method requires agreement and must cost you nothing extra.
• The cost of sending the goods back to us is yours.
• We may reduce the refund by the diminished value of the goods if you handled them beyond what is necessary to establish their nature and properties (Section 1833 of the Civil Code). Trying the pants on at home is fine; a week of climbing in them is not. If we make a deduction, we always tell you why and how much.

4. When withdrawal is not possible

The law sets out exceptions (Section 1837 of the Civil Code). Two of them may concern our range:

• goods supplied in a sealed package which are not suitable for return for health protection or hygiene reasons once the consumer has unsealed them;
• goods irreversibly mixed with other goods after delivery.

[TO BE COMPLETED: whether the liquid chalk bottle carries a hygiene seal.]

The 14-day right belongs to consumers. If you buy as a business it does not apply; your rights regarding defective goods are unaffected (section 6).

5. Model withdrawal form

Using the form is optional — a plain e-mail works too. Send the completed form to info@carpediemgang.cz or by post to the seller's registered office.

Notice of withdrawal from the contract

To: Carpe Diem GANG s.r.o., ID 19307454, Kačírkova 933/5, Jinonice, 158 00 Prague 5, e-mail: info@carpediemgang.cz

I hereby give notice that I withdraw from the contract for the purchase of the following goods: ………

Order number: ………

Ordered on: ……… Received on: ………

Consumer's name: ………

Consumer's address: ………

Bank account for the refund (only if it should not go back to the card): ………

Consumer's signature (only if this form is sent on paper): ………

Date: ………

The downloadable version will be available here: [TO BE COMPLETED: link].

6. Complaints about defective goods

Deadline. You may notify a defect that appears within two years of receipt (Section 2165 of the Civil Code). If the defect appears within one year, the goods are presumed to have been defective on receipt — you do not have to prove anything.

What you can ask for. First, removal of the defect: repair or replacement, at your choice (Section 2169). If the defect cannot be removed, if we fail to remove it within a reasonable time, if it recurs, or if it is a material breach, you may ask for a reasonable discount or withdraw from the contract (Section 2171).

How.

1. Write to info@carpediemgang.cz: order number, what is wrong, when it appeared and what you are asking for. Add photos — it usually speeds things up considerably.
2. We reply with the address to send the goods to, and confirm in writing when the complaint was made, what it concerns and the remedy you requested.
3. We settle the complaint within 30 days of it being made and tell you the outcome (Section 19(3) of the Consumer Protection Act). A longer period applies only if we agree it with you. If we miss the deadline, you may withdraw from the contract or claim a reasonable discount.

Costs. If the complaint is justified you are entitled to reimbursement of the reasonably incurred costs (typically postage). Claim it within one month after the end of the period for notifying defects.

Not a defect: ordinary wear; damage caused by improper use or by care contrary to the label (Flash pants: wash at 30 °C, do not bleach, tumble dry low, do not iron above 110 °C, do not dry clean); mechanical damage (cuts, abrasion against rock, a drawcord torn out); and, for liquid chalk, natural settling of the ingredients — shake the bottle before use.

7. Damaged or incomplete parcel

Check the parcel on receipt. If the packaging is visibly damaged, record it with the carrier or refuse the parcel. If you find damage or a missing item at home, write to info@carpediemgang.cz as soon as possible, ideally within 2 working days, with photos of the packaging and the goods. This costs you none of your rights — it only makes dealing with the carrier easier.

8. Where to send the goods

Please do not send anything before contacting us. We will e-mail you the return address — either the registered office or a carrier pick-up point, whichever is easier for you.

[TO BE COMPLETED: return address.]

We do not accept cash-on-delivery parcels.

9. Out-of-court dispute resolution

If we cannot agree, you may turn to the Czech Trade Inspection Authority, Gorazdova 1969/24, 120 00 Prague 2, https://coi.gov.cz; the form is at https://coi.gov.cz/mimosoudni-reseni-spotrebitelskych-sporu-adr/. The procedure is free of charge for consumers. The European ODR platform was discontinued on 20 July 2025, so we do not link to it.

Before filing anything, try writing to us — most things get sorted by e-mail.