Refund policy

DOES THE PRODUCT NOT FIT?

Don’t worry—no one’s going to be upset if you return it! We understand that choosing something based on photos can be tricky. That’s why you can send back any product that doesn’t fit without giving a reason, within 14 days from the date you received the package. The returned product must be unworn, in its original packaging, and with all tags still attached.

How to proceed?

  1. Simply click on this link: https://shopify.com/60280963318/account and log into your customer account.

  2. In your customer profile, select the return option, specify the reason for the return, and confirm the request.

  3. Once we accept your return request, you can send the product using the code: 91954320 via Zásilkovna.

  4. This service costs 69 CZK and will be deducted from your refunded amount. At Zásilkovna, inform the staff that you are sending a package for Betty Brands with the return code: 91954320. The staff will print the label, attach it to the package, and give you a confirmation of receipt.

SOMETHING WENT WRONG?

We’re sorry to hear that, but don’t worry—this is what complaints are for. To make the process as quick and simple as possible, we recommend the following steps: First, consider if the complaint is justified. If it is, please send us photos of the defect to our email info@bettybrands.cz for review.

How to submit a complaint?

  1. Log into your account: Click on this link and log into your customer account.
  2. Select the product for the complaint: In your customer profile, choose the order and product you want to file a complaint for. Select the return option, state the reason, and confirm the request.
  3. Send the product: After we approve your return request, you can send the product through Zásilkovna using the code 91954320. The staff will print the label and give you a confirmation of receipt.
  4. Complaint resolution: Within 7 days of receiving the product at our warehouse, we will contact you regarding the resolution. Complaints are handled in detail according to the Terms and Conditions.

BETTY BRANDS COMPLAINT POLICY

The handling of product complaints is governed by the relevant provisions of the Civil Code and the Consumer Protection Act. If a defect is determined to be a material breach of contract (based on a written assessment by the supplier or manufacturer), the product will be exchanged for a new one, or the full purchase price will be refunded. In such a case, postage will also be refunded upon presentation of a tax document (just send the document along with your order number to info@bettybrands.cz). The postage will be refunded in the amount corresponding to the cheapest delivery method offered.

In the case of defective performance, which constitutes a material breach of contract, the buyer has the right to:

  1. Repair of the defect,
  2. Replacement of the defective product or delivery of the missing product,
  3. An appropriate discount from the purchase price, or
  4. Withdrawal from the contract.

1. HOW TO FILE A COMPLAINT FOR DEFECTIVE PRODUCTS

1.1 Notification of Defective Goods
1.1.1 The buyer is obliged to send the claimed goods to the seller without undue delay after discovering the defect. The period during which the buyer delays sending the goods does not count towards the complaint handling period.
1.1.2 The buyer is obliged to prepare the claimed goods for transport in such a way that they are not damaged during transportation. The risk of damage to the item is borne by the buyer until it is delivered to the seller.
1.1.3 The buyer is obliged to deliver the claimed goods to the seller in a clean condition (clothing washed, shoes cleaned, but not washed).
1.1.4 If the goods show obvious defects (e.g., damaged transport packaging) upon receipt according to the concluded purchase contract, the buyer has the right not to accept the goods. In such a case, the goods will be sent back to the seller. The seller is obliged to rectify the issue and resend the goods to the buyer as soon as possible.
1.1.5 The seller is not obliged to honor the buyer’s claim if they can prove that the buyer knew about the defect before accepting the goods or caused the defect themselves.

2. COMPLAINT HANDLING BY THE SELLER

2.1 The seller is obliged to resolve the complaint filed by the buyer (consumer) within 30 days from the date of the complaint, taking into account the time required for the buyer to send the goods. In justified cases, the seller is entitled to request a longer period from the buyer. The seller will inform the buyer of the result of the complaint resolution via email. If the defective goods are sent to the seller, the date of receipt of the complaint is considered to be the day the seller receives the last component of the goods. The date of resolution of the complaint is considered the day the buyer—consumer is notified by the seller about the outcome of the complaint.

2.2 The seller is obliged to send a written complaint form to the buyer. The form must include the buyer’s first name, last name, mailing address, and email address.

2.3 The obligation to fill out the complaint form also applies to other persons designated to carry out the repair.

3. SELLER’S ADDRESS

3.1 Shipping address for complaints:

Pavlína Kučírková Brettová / Betty Brands
Kovosreal s.r.o.
Mostecká 1487
Duchcov
419 01
Czech Republic

4. FINAL PROVISIONS

4.1 This complaint policy is valid and effective from January 4, 2023. Betty Brands reserves the right to modify or supplement the complaint policy at any time. Changes or additions come into effect on the date of publication on Bettybrands.cz.