Return and Refund Policy

1. EU/EEA consumers: right to withdraw

For online purchases of goods to which the statutory right applies, consumers generally have 14 days after receiving the goods to notify us that they are withdrawing without giving a reason. For qualifying split deliveries, the period may run from receipt of the last item. You may notify us by an unambiguous email to hello@carbickovacrowns.com. You do not need advance approval to exercise a legal right of withdrawal.

You must return the goods within 14 days after notifying us. You generally pay the direct return shipping cost unless the law or an individual agreement requires us to pay. Please package fragile handmade products securely. You may inspect a product as you would in a shop; you may be liable for a reduction in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning. Simply opening or trying an eligible item does not automatically invalidate the withdrawal.

Where required by law, we refund the product price and the cost of the least expensive standard outgoing delivery method we offered. If you selected a more expensive delivery method, that surcharge need not be refunded. Reimbursement is made without undue delay and no later than 14 days after receiving your withdrawal notice. Where legally permitted, we may withhold reimbursement until we receive the goods or you provide proof of dispatch, whichever occurs first. Refunds are generally made by the original payment method, without additional refund fees, unless otherwise agreed.

Personalised items: The statutory change-of-mind withdrawal exception can apply to goods genuinely made to the customer's specifications or clearly personalised. Standard catalogue items do not become legally personalised solely because they are produced after ordering. Defective, unsafe or non-conforming goods remain subject to legal remedies.

2. Voluntary returns for customers outside the EU/EEA

Unless mandatory local law provides stronger rights, we accept voluntary return requests for standard, non-personalised goods if you contact us within 14 days of delivery and send the goods back within 14 days after notification. Returned items should be complete and safely packaged. The voluntary refund may be reduced or refused when goods have been used or damaged beyond reasonable inspection, where allowed by law. For voluntary returns, return postage is paid by the buyer and original outbound shipping charges are generally not reimbursed unless required by law or individually agreed.

3. Return address and customs declaration

Carbickova Crowns s.r.o.
Moskevská 640/55
460 01 Liberec
Czech Republic
Phone: +420 725 044 852

A tracked shipping service is recommended, but lack of tracking by itself does not remove a statutory withdrawal right. For returns sent from outside the EU, make truthful customs declarations identifying goods as a return of a previously purchased order where appropriate. Contact us if you need return documentation. Customs delay does not automatically deprive consumers of mandatory statutory rights.

4. Damaged, defective or incorrect goods

If the item is damaged, fails to conform to the agreement or you receive an incorrect item, contact hello@carbickovacrowns.com with your order number and a description; photos are helpful where available. Legal remedies may include repair, replacement, price reduction or refund, depending on the circumstances. Where we are legally responsible for a defect, legally required reasonable return and remedy costs are ours. This policy does not limit mandatory legal conformity rights, including the applicable EU/EEA statutory protections.

5. Withdrawal statement

You may email an unambiguous statement such as: "I/we withdraw from the purchase of [products], order number [number], received on [date]." Please include your name and an address at which we can identify your order. A model withdrawal form is also included at the end of our Terms of Service and may be used if you prefer.

Seller contact: Carbickova Crowns s.r.o., Moskevská 640/55, 460 01 Liberec, Czech Republic. Email: hello@carbickovacrowns.com.