Returns

Introduction

This Returns and Complaints Policy explains your rights and the procedures for returns, cancellations and complaints when you purchase products from Curtis Tea through our online shop in Česko (Czech Republic). Curtis Tea Czech s.r.o. is committed to complying with Czech law (especially Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection) and to treating every request fairly and quickly.

Right of withdrawal (14-day cancellation period)

Under Czech law, consumers who conclude distance contracts (online purchases) have the right to withdraw from the contract without giving a reason within 14 calendar days. The 14-day withdrawal period begins on the day you, or a third party indicated by you (other than the carrier), take physical possession of the goods.

How to exercise your right of withdrawal

To exercise your right of withdrawal, you must inform Curtis Tea Czech s.r.o. of your decision to withdraw from the contract before the 14-day period expires. You can do so by contacting our customer service by email at [email protected] or by phone at +420 296 847 315. You may use the following model statement (copy and complete):

Sample withdrawal statement (suggested wording)

I hereby withdraw from the contract for the sale of the following goods/services: state product name and order number. Order date: state the date of the order. I request a refund of all payments made, including the basic delivery costs paid by me for the ordered goods.

To facilitate processing, please include your full name, delivery address, and the original order number in your message to [email protected].

Consequences of withdrawal

After you withdraw from the contract, Curtis Tea Czech s.r.o. will reimburse all payments received from you without undue delay and in any event no later than 14 days from the day on which Curtis Tea Czech s.r.o. is informed of your decision to withdraw. We will refund using the same means of payment that you used for the initial transaction unless you have expressly agreed otherwise and provided no additional costs are incurred by you.
If you have received the goods, you must send the goods back or hand them over to Curtis Tea Czech s.r.o. without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal. The deadline is met if you dispatch the goods before the period of 14 days has expired.
If you withdraw from the contract, you are responsible for the direct cost of returning the goods unless Curtis Tea Czech s.r.o. has agreed to bear return costs, or unless Curtis Tea Czech s.r.o. failed to inform you that you must bear them. If Curtis Tea Czech s.r.o. collects the returned goods itself, Curtis Tea Czech s.r.o. will bear the cost of return transport.
If the value of the goods has been reduced due to handling other than what is necessary to establish the nature, characteristics and functioning of the goods, Curtis Tea Czech s.r.o. may claim compensation for the diminished value of the goods.

Exceptions and special rules

Certain goods are excluded from the right of withdrawal under Czech law. Relevant to our product range:

Sealed goods which are not suitable for return for health or hygiene reasons once unsealed (for example, opened food or tea packaging). If the original hygienic or sealed packaging of a food product has been opened, you cannot withdraw from the contract with respect to that product.
Perishable items or goods that may deteriorate rapidly (where applicable).
Goods made to your specification or clearly personalised goods (custom blends where we have prepared a bespoke product per your request).

If you are unsure whether your purchase qualifies for withdrawal, please contact us at [email protected] or +420 296 847 315 before returning any goods.

Returns of defective or non-conforming goods (Complaints)

Separate from the 14-day withdrawal, you have legal rights when goods are defective, not as described or not fit for purpose. These rights are governed principally by Act No. 89/2012 Coll., the Civil Code, and the Consumer Protection Act.

Warranty period

Standard warranty (statutory) for consumer goods is 24 months from delivery of the goods.
For second-hand goods, a shorter warranty period may apply if specifically agreed, but it will never be less than the minimum allowed by law unless you and Curtis Tea Czech s.r.o. expressly agreed otherwise.
If a defect appears within six months of delivery, Czech law presumes that the defect existed at the time of delivery unless this is inconsistent with the nature of the goods or the defect.

Remedies for defective goods

When a product is defective or does not conform to the contract you may have the right to:

request repair of the goods;
request replacement of the goods;
request an appropriate reduction of the purchase price; or
withdraw from the contract (i.e. return the goods and receive a full refund) where repair or replacement is impossible or would impose disproportionate costs on the consumer or seller.

Curtis Tea Czech s.r.o. will assess the complaint and propose a remedy. If you request repair or replacement and this is possible and not disproportionate, Curtis Tea Czech s.r.o. must comply. You are not obliged to accept cash compensation if the law allows repair or replacement first.

How to submit a complaint

Please contact our customer service as soon as you notice a defect by emailing [email protected] or calling +420 296 847 315. Describe the defect and include order details and photos where appropriate. Curtis Tea Czech s.r.o. will provide instructions for returning the goods. Do not send goods back before contacting us unless requested to do so.

Complaint processing time

We will handle and resolve your complaint without undue delay and in any event within 30 days from the date you submit the complaint, unless a different period is agreed in writing between you and Curtis Tea Czech s.r.o. If Curtis Tea Czech s.r.o. fails to resolve your complaint within this period, you may exercise other statutory remedies (e.g., withdraw from the contract).

Practical return steps

To ensure a fast and efficient return or complaint process, please follow these steps:

Contact customer service first at [email protected] or +420 296 847 315 to report the return or defect and to obtain a return reference and the exact return address.
Pack the goods securely in their original packaging along with any accessories, documentation and the receipt or proof of purchase. If the original packaging is not available, use suitable packaging to prevent damage in transit.
Include in the parcel your full name, delivery address, order number and a short description of the reason for return.
Keep proof of postage or a tracking number. Curtis Tea Czech s.r.o. is not responsible for goods lost in transit if you choose to return using a carrier of your choice and you did not use an agreed return method.

Shipping costs and responsibility

When you withdraw from the contract, you are normally responsible for the direct cost of returning the goods to Curtis Tea Czech s.r.o. unless we have stated that we will bear those costs, or if we did not inform you that you must bear them. If Curtis Tea Czech s.r.o. arranges collection of returned goods, we will bear the costs. For complaints about defective goods, Curtis Tea Czech s.r.o. will bear reasonable costs of returning the goods.

Refunds: timing and method

Refunds will be made without undue delay and in any event no later than 14 days from the day Curtis Tea Czech s.r.o. is informed about your decision to withdraw. For complaints resulting in withdrawal or price reduction due to defects, refunds will be issued without undue delay after agreement is reached and goods are returned or otherwise disposed of as agreed.

Refunds are normally processed using the same payment method you used for the original transaction. If you have expressly agreed to another method and it does not cause you any additional cost, we will use that method. Curtis Tea Czech s.r.o. may withhold reimbursement until it has received the goods back or you have supplied evidence of having sent back the goods, whichever occurs first.

Value reduction for improper handling

If the goods returned have lost value due to handling beyond what is necessary to establish their nature, characteristics and functioning (for example, using the product as if it were yours to keep), Curtis Tea Czech s.r.o. may claim compensation for the diminished value. This will be calculated proportionally to the extent of wear or loss of value resulting from your handling.

Contact and dispute resolution

For returns, withdrawals, complaints and all customer service matters contact:

Curtis Tea Czech s.r.o.
Email: [email protected]
Phone: +420 296 847 315

If you are not satisfied with our handling of a complaint, you may use alternative dispute resolution (ADR) bodies in the Czech Republic or the European online dispute resolution (ODR) platform. The EU ODR platform is available at: https://ec.europa.eu/consumers/odr/. For national consumer issues you can also contact the Czech Trade Inspection Authority (Česká obchodní inspekce).

Final notes

Curtis Tea Czech s.r.o. aims to make returns and complaint handling as straightforward as possible while fulfilling our obligations under Czech law. Always contact us first at [email protected] or +420 296 847 315 for instructions before returning any goods. Keep documentation such as order confirmations, invoices, photos of defects and proof of postage to help process your request promptly.

This Returns and Complaints Policy is provided for information and does not replace your statutory rights under Czech law. Where statutory rights and this policy differ, your statutory rights under Czech law will prevail.

Last updated: 2026-02-09