Returns and Refunds
Returns & Complaints – Svět Kouzel
Shop with confidence. If your order doesn't meet your expectations, simply return it within 14 days or file a complaint. We handle everything quickly and fairly.
Complaints about defective goods How to proceed
The warranty period is 24 months from the date of receipt (§ 2165 CC). If a defect appears within 12 months of receipt, it is presumed the goods were defective at the time of delivery (§ 2161(5) CC).
Send an email to info@svetkouzel.com describing the defect and including photos. We will agree on the next steps together. Do not send goods without prior agreement.
Send the item to: Fellicis s.r.o., Na Pankráci 1352/2, Prague 4, 140 00 (attn. Martin Štěpánek). Do not send cash on delivery – such parcels will not be accepted.
We will resolve your complaint within 30 days of submission (§ 19 of Act No. 634/1992 Coll.). We will notify you of the outcome by email.
- Free repair or replacement of goods (§ 2169 and § 2170 CC)
- Reasonable price reduction (§ 2171 CC)
- Withdrawal from contract and full refund for a material defect (§ 2171 CC)
- Reimbursement of reasonably incurred costs (§ 1924 CC)
- Normal wear and tear from ordinary use (§ 2167(2) CC)
- Damage caused by improper handling or storage
- Use contrary to instructions or for unintended purposes
- Defect caused by the buyer themselves (§ 2167(1) CC)
Returns without giving a reason 14 days
As a consumer you have the right to withdraw from a distance contract without giving any reason within 14 days of receiving the goods (§ 1829 CC). The withdrawal period begins on the day following the day of receipt.
Sweets and packaged food products (Chocolate Frogs, Bertie Bott's Every Flavour Beans, confectionery and similar items) may only be returned in their original, unopened, undamaged packaging. Once the packaging has been broken or the item opened, returns are not possible – pursuant to § 1837(e) and (g) of the Civil Code, the right of withdrawal does not apply to goods liable to deteriorate rapidly or to goods in sealed hygiene packaging which have been removed from their packaging. This exception also applies to collectible sweets sold in hygiene packaging.
The easiest way to withdraw — directly through your order detail. The button is active throughout the full statutory 14-day withdrawal period from receipt of the goods (§ 1830a CC as amended from 19 June 2026).
- Click the button below and enter your order number and the email address used at checkout.
- In the order detail, click "Return products" and select the items you wish to return.
- Confirm your withdrawal — you will receive a confirmation by email.
After confirming your withdrawal, please return the goods within 14 days to: Fellicis s.r.o., Na Pankráci 1352/2, Prague 4, 140 00 (attn. Martin Štěpánek). The cost of return shipping is borne by the buyer.
Use the button above or email us at info@svetkouzel.com. The deadline is met if the notice is sent before it expires.
Return the goods within 14 days of withdrawal to Fellicis s.r.o., Na Pankráci 1352/2, Prague 4, 140 00. Items must be undamaged, without excessive wear, and ideally in their original packaging.
We will refund all payments received — including delivery costs (equivalent to the cheapest delivery option we offer) within 14 days of withdrawal — using the same payment method you used. We are not obliged to issue the refund before we receive the goods or proof of their dispatch (§ 1832 CC).
Sample withdrawal form Written form
If you prefer not to use the online button above, you may send us this declaration by email or post.
I hereby give notice that I withdraw from the purchase contract for the following goods: ______________________
Date of order / date of receipt: ______________________
Order number: ______________________
Name and surname of consumer: ______________________
Address of consumer: ______________________
Bank account / IBAN for refund: ______________________
Signature of consumer (paper form only): ______________________
Date: ______________________
- Opened sweets, chocolates and food items whose hygiene packaging has been broken (§ 1837 CC)
- Goods liable to deteriorate rapidly or with a short shelf life
- Goods customised or personalised to the buyer's specifications
- Goods that have been irreversibly mixed with other items after delivery
- Digital content (e.g. gift voucher) delivered with the buyer's consent before the withdrawal period expired
All rights and obligations regarding complaints and returns are described in detail in our Terms and Conditions, Articles 5 and 6.