Refund policy
Something went wrong? We will sort it out together. On this page you will find everything you need to withdraw from your contract, claim our 30-Day Money-Back Guarantee, or file a complaint about a defect. We follow the Czech Civil Code (Act No. 89/2012 Coll.) and the Consumer Protection Act (Act No. 634/1992 Coll.).
1. Statutory withdrawal from the contract (14 days)
Withdrawal period
As a consumer, you have the right to withdraw from a purchase contract concluded online without giving any reason within fourteen (14) days of receipt of the goods (Section 1829(1) of the Czech Civil Code).
Important exception for food supplements
Please note that under Section 1837 of the Czech Civil Code, you cannot withdraw from a contract for the supply of goods in sealed packaging which, for reasons of health protection or hygiene, is not suitable for return after the consumer has broken the seal. All food supplements we sell are considered goods in sealed packaging for hygiene reasons. Breaking or opening the primary packaging (in particular the can/puck, sachet, blister or other packaging in direct contact with the goods) makes it impossible to return the goods under this statutory withdrawal right.
Statutory 14-day withdrawal therefore covers only unused and undamaged goods in their original, undamaged and unopened packaging.
If you would like to physically try the product before deciding, please use our 30-Day Money-Back Guarantee described in Section 2 below — it is designed exactly for that purpose.
How to withdraw
1. Fill in the model withdrawal form (provided in Section 5 of this page) and send it to zakaznici@wavepouch.cz.
2. Pack the goods back into their original packaging so that they are not damaged in transit.
3. Send the parcel to the return address: Packeta Z-BOX, Janovská 392, 109 00 Praha 10, Czech Republic (Z-BOX ID: 35537).
Return shipping costs are borne by the customer. Cash-on-delivery parcels will not be accepted.
Refund
We will refund the price of the returned goods no later than 14 days after receipt of your withdrawal, using the same payment method we received your payment with. We are not obliged to issue the refund before you have returned the goods or proven that you have dispatched them.
2. 30-Day Money-Back Guarantee (voluntary commercial guarantee)
In addition to your statutory rights, we provide a voluntary commercial satisfaction guarantee — the 30-Day Money-Back Guarantee. This guarantee allows you to receive a refund of the purchase price even if you have already opened and tried the product. This guarantee does not affect or limit your statutory rights as a consumer, in particular your rights under defective performance and your right to withdraw from the contract under Section 1829 of the Czech Civil Code.
Conditions of the guarantee
- The guarantee may only be invoked for the customer’s first order placed with the Seller. “First order” means the historically first order placed from the same customer account, or alternatively from the same e-mail address or delivery address.
- The guarantee applies exclusively to an order containing exactly one (1) unit of WAVE product. If the order contains two or more units of the product (in any combination of variants or flavours), the guarantee cannot be invoked.
- The guarantee may be invoked within 30 days of receipt of the goods.
- Invoking the guarantee does not require any reason to be stated.
How to invoke the guarantee
1. Within 30 days of receipt of the goods, send an e-mail to zakaznici@wavepouch.cz requesting the 30-Day Money-Back Guarantee and stating your order number.
2. The Seller will verify that the conditions of the guarantee are met and, within 14 days of receiving your request, will refund the price of the product to you using the same payment method by which payment was received.
3. For hygiene reasons, the customer does not return the product or the pouches to the Seller. No physical return of goods is required under the 30-Day Money-Back Guarantee, and the customer does not pay any return shipping.
What the guarantee does not cover
- Original shipping costs paid for delivery to the customer are not refunded.
- The guarantee does not apply to second and subsequent orders by the same customer.
- The guarantee does not apply to orders containing two or more units of the product.
- The Seller reserves the right not to grant the guarantee in cases of obvious abuse (e.g., repeated orders placed under different names with the intent to repeatedly invoke the guarantee).
3. Complaints (rights from defective performance)
Period for asserting rights from defective performance
As a consumer, you may notify a defect that becomes apparent on the goods within two (2) years of receipt. For food supplements, complaints must be filed without undue delay after the defect becomes apparent, but no later than the expiry of the minimum durability date stated on the packaging.
What can be claimed
- the goods do not match the order (wrong product, wrong variant);
- the goods have a defect (e.g., damaged packaging on delivery, incomplete quantity, other quality defects);
- the goods do not match the description on our online store or legal requirements.
How to file a complaint
1. Contact us at zakaznici@wavepouch.cz and describe the defect (ideally include photographs). Provide your order number and the product name.
2. We will agree on the next steps with you (sending the goods back, replacement, refund).
3. If the goods need to be returned, send the parcel to the return address: Packeta Z-BOX, Janovská 392, 109 00 Praha 10, Czech Republic (Z-BOX ID: 35537).
Time-limit for handling complaints
We will handle complaints without undue delay, no later than 30 days from the date of filing, unless we agree on a longer period. We will inform you of the outcome by e-mail.
4. Out-of-court dispute resolution
The body competent for the out-of-court settlement of consumer disputes arising from a purchase contract is the Czech Trade Inspection Authority (Česká obchodní inspekce), with registered office at Štěpánská 567/15, 120 00 Prague 2, ID No.: 000 20 869, web address: https://adr.coi.cz/cs.
If you are a consumer domiciled in another EU Member State, you may also use the European Commission’s Online Dispute Resolution platform available at https://ec.europa.eu/consumers/odr for the resolution of disputes arising from a contract concluded online. The Seller’s contact e-mail address for the purposes of this platform is zakaznici@wavepouch.cz.
5. Model withdrawal form
(Complete this form and return it only if you wish to withdraw from the contract pursuant to Section 1.)
To: Filip Matějka, Frostova 336/23, 109 00 Praha-Petrovice, Czech Republic, e-mail: zakaznici@wavepouch.cz
I hereby give notice that I withdraw from my contract for the purchase of the following goods:
Date of order: ......................................
Date of receipt of goods: ......................................
Order number: ......................................
Name and surname of the consumer: ......................................
Address of the consumer: ......................................
Bank account number for the refund: ......................................
Date and signature of the consumer: ......................................
Note: If you submit this form by e-mail, a signature is not required.