Returns and Refunds
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. 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: Na Pankráci 1352/2, Prague 4, 140 00 (attn. Štěpánek Martin). 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 CC)
- Reasonable price reduction (§ 2171 CC)
- Withdrawal from contract and full refund (§ 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). From 19 June 2026 you may also use the withdrawal button below.
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.
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 Na Pankráci 1352/2, Prague 4, 140 00. Items must be undamaged, without excessive wear, and ideally in their original packaging.
We will refund the price of the goods plus delivery costs (equivalent to the cheapest option we offer) within 14 days of receiving the goods or proof of dispatch. Using the same payment method you used.
Sample withdrawal form Written form
If you prefer not to use the online form above, you may send us this declaration by email or post.
I hereby notify you that I withdraw from the purchase contract for the following goods: ______________________
Date of order / receipt: ______________________
Order number: ______________________
Full name: ______________________
Address: ______________________
Bank account / IBAN for refund: ______________________
Signature (paper form only): ______________________
Date: ______________________
- Opened sweets, chocolates and food items (§ 1837(e) and (g) CC)
- Goods customised or personalised to the buyer's specifications
- Goods that have been irreversibly mixed with other items after delivery
- Goods damaged by the buyer
All rights and obligations regarding complaints and returns are described in detail in our Terms and Conditions, sections 4 and 5.