Complaints and Returns
If you shop as a consumer, you have a statutory right to withdraw from a contract concluded online and rights arising from defective goods. Here’s how both work with us.
1. Returning goods within 14 days without giving a reason
As a consumer, you have the right to withdraw from the purchase contract within 14 days, without giving a reason and without any penalty (Section 1829 of the Czech Civil Code). This right applies to online purchases; it doesn’t apply to businesses buying under a company ID.
The period starts on the day you, or a person you designate other than the carrier, take delivery of the goods. If you ordered several items or parts in one order, the period runs from the day the last delivery is received.
It’s enough to send us your withdrawal no later than the last day of the period — it doesn’t have to reach us by then. Write to us at the e-mail above or use the sample form below; any unambiguous statement that you are withdrawing from the contract will do.
If we failed to inform you of your right to withdraw from the contract, the withdrawal period is extended by one year.
2. When goods cannot be returned
The law exempts certain types of goods from the right of withdrawal (Section 1837 of the Czech Civil Code). For food, which makes up most of our range, this mainly concerns:
- goods that perish quickly or goods with a short shelf life,
- goods in sealed packaging that, for health protection or hygiene reasons, are not suitable for return once you have broken the seal,
- goods that, after delivery, have by their nature been inseparably mixed with other goods,
- goods made or customized to your specifications.
These exceptions don’t apply to long-life food in intact packaging — you can return that. If you’re not sure, write to us before shipping; we’ll advise you.
3. How to send goods back
Send the goods back to us without undue delay, no later than 14 days after withdrawing from the contract, to this address:
Aloi Solutions s.r.o.
Tylova 734
278 01 Kralupy nad Vltavou
Send the parcel as a regular package, not cash on delivery — we don’t accept COD parcels. Include a copy of the proof of purchase or the order number so we can identify the shipment. The address is a warehouse, not a store; handing over in person is possible only by prior arrangement.
You bear the direct cost of returning the goods. The shipping you paid at purchase, on the other hand, is refunded to you (see the next section).
You are liable only for any reduction in the value of the goods resulting from handling them beyond what is necessary to establish their nature and characteristics (Section 1833 of the Czech Civil Code). So you may inspect the goods, but not consume them.
4. When you get your money back
We will refund you within 14 days of withdrawal from the contract, including the cost of delivering the goods. We refund delivery costs up to the cheapest shipping method we offer — if you chose a more expensive one, the difference is at your expense (Section 1832 of the Czech Civil Code).
We may withhold the refund until the goods reach us or until you prove that you have shipped them — whichever comes first.
We refund using the same method we received the payment, unless we agree otherwise and it causes you no additional cost. Most often we send it to the account the payment came from, or to an account you tell us.
5. Sample withdrawal form
You don’t have to use the form; a plain e-mail is enough. But if you want it, copy the following text and fill in the details:
Notice of withdrawal from the purchase contract
Addressee:
Aloi Solutions s.r.o., Tylova 734, 278 01 Kralupy nad Vltavou, mixbox@mixbox.cz
I hereby give notice that I withdraw from the contract for the purchase of the following goods:
- Description of goods: …
- Date of order and date of receipt: …
- Order number: …
- Consumer’s first and last name: …
- Consumer’s address: …
- Account number for the refund: …
- Date and signature (signature only if sending the form on paper): …
6. Complaints about defective goods
We are responsible for the goods being free of defects on receipt. You can claim a defect within two years of receiving the goods.
For food with a best-before or use-by date, a defect can be claimed up to that date — after it, the goods no longer have the properties we are responsible for.
If a defect appears within the first twelve months of receipt, the goods are deemed to have been defective on receipt and you don’t need to prove it.
Depending on the nature of the defect, you may request:
- delivery of new goods free of defects, or a repair — depending on what is possible and doesn’t cause unreasonable costs,
- a reasonable price discount, or withdrawal from the contract — if we don’t remedy the defect, refuse to remedy it, it recurs, or it is a material defect.
Make your complaint as soon as possible after discovering the defect, by e-mail or by letter. State the order number, a description of the defect and what you are requesting; for food, a photo of the packaging and the date label helps a lot. We will issue you a written confirmation of your complaint.
We will settle the complaint no later than 30 days after it is made, unless we agree on a longer period with you. For a justified complaint, we will reimburse your reasonably incurred costs.
7. If we can’t agree
Contact us directly first — most misunderstandings are resolved with a single e-mail. If we still can’t agree, you have the right to out-of-court resolution of the consumer dispute. The competent body is the Czech Trade Inspection Authority (Česká obchodní inspekce).
You can file a petition online at adr.coi.cz, no later than one year from the day you first asserted your right with us. The procedure is free of charge for the consumer; each party bears its own costs.