Refund and Complaints Policy
Karlovarská sůl / LEON
Version: 8 October 2026
Effective from publication in the online store for new orders
This policy explains how to return goods, obtain refunds and make defect claims for consumer purchases through the online store https://karlovarska-sul.cz/en. It supplements our terms and conditions. The right to return a purchase without giving a reason and the rights relating to a defective product involve different procedures; both are explained below.
1. Who to contact
Seller: Karlovarská sůl s.r.o.
Company registration number: 11669403
VAT number: CZ11669403
Email: shop@karlovarska-sul.cz
Telephone: +420 793 983 909
Address for returning goods, defect claims and written notices:
Karlovarská sůl s.r.o.
Na Výhledě 1076/3C, Stará Role
360 17 Karlovy Vary
We recommend providing your order number so that we can find your purchase quickly. Making a defect claim or withdrawing from the contract is not conditional on using our form, registering or calling us beforehand.
2. Withdrawal from the contract within 14 days
If you are a consumer, you may withdraw from a contract concluded through the online store without giving a reason within 14 days of receipt of the goods, unless a statutory exception applies to the product. If several items from one order are delivered separately, the period runs from receipt of the last item; for goods consisting of several parts, it runs from receipt of the last part. Receipt means receipt by you or a person you designate, other than the carrier.
The period starts on the day after receipt. If the last day falls on a Saturday, Sunday or public holiday, the period ends on the next working day. You may also withdraw before the goods are delivered. If we fail to properly inform you of your right to withdraw, you may withdraw for up to one year after the original fourteen-day period expires. If we subsequently provide that information during this period, the withdrawal period ends 14 days after you receive it.
Simply send us an unequivocal notice in time, for example by email or letter using the contact details above. You may use our withdrawal form, which we provide together with the terms and conditions. State which purchase, and where applicable which part of it, you are withdrawing from. You do not need to give a reason, and withdrawal does not require our approval.
The deadline is met if you send the notice in time. Merely failing to take delivery of a parcel or the carrier returning it does not replace this notice.
3. How to return the goods
After withdrawing, send or hand the goods back to us without undue delay, no later than 14 days after withdrawal, at the address given above. It is sufficient to dispatch them within this period.
You bear the direct costs of sending the goods back when withdrawing without giving a reason. Different rules, set out below, apply to a justified defect claim.
Pack the goods so that they will not be damaged in transit. The original shipping or retail packaging and the original receipt are not mandatory conditions for a return. Enclosing the order number or a copy of the receipt will help us find your purchase.
4. How much we refund and when
We will refund the money received without undue delay, no later than 14 days after withdrawal. If you withdraw from the entire order, we will also refund the original delivery costs, but only up to the cost of the least expensive delivery method we offered for your order. Personal collection is not considered such a delivery method. If you chose more expensive delivery, we will not refund the difference compared with the least expensive delivery offered.
If you withdraw only in respect of part of an order, we will refund the price of the goods returned. We will not refund delivery costs to the extent that the same amount would have been charged for the goods you keep. If part of the original charges is attributable solely to the goods returned, we will also refund that part to the extent required by law. We do not impose an additional penalty or retrospectively charge for free delivery previously granted.
We refund using the same payment method you used. We may use another method by express agreement, but only if it does not cause you additional costs. For cash payments or cash on delivery, we may, for example, agree with you on a bank transfer free of charge; providing bank account details is not a general condition for withdrawal.
We may wait to refund until we receive the returned goods or you provide proof of dispatch, whichever occurs first. This does not apply if we offer to collect the goods.
We do not charge a handling fee or penalty for withdrawal. You are liable only for the actual reduction in value caused by handling beyond what is necessary to examine the goods. We will give specific reasons for any claim. If we have not properly informed you of the right to withdraw, we cannot require this compensation.
5. When the right to withdraw without giving a reason does not apply
The exceptions are set out in Section 1837 of the Czech Civil Code. Depending on the nature of the particular product, these may include:
- goods made to your specifications or personalised to your needs;
- goods liable to deteriorate or expire rapidly;
- goods inseparably mixed with other goods after delivery;
- goods in sealed protective packaging where you have broken the seal and the product is then unsuitable for return for health protection or hygiene reasons.
Food products and products for external use are not automatically excluded from returns. An exception must apply to the particular product. Opening the shipping box or ordinary outer packaging is not sufficient in itself. We will inform you of any exception before purchase.
These restrictions apply only to returns without giving a reason. You may make a claim about a defective product even after opening it if that is how you discovered the defect.
6. Gifts included with an order
If a free gift was expressly conditional on a particular purchase remaining in effect, you must return it together with the goods when withdrawing from that entire purchase. For a partial return, we apply the conditions communicated before the order and take account of the part of the purchase you keep. Without a prior agreement, we do not deduct the value of the gift as an automatic return fee. Your statutory rights are not restricted by this.
7. Making a claim about a defective product
We are responsible for ensuring that the goods conform to the contract and the legally required characteristics upon receipt. You may report a defect that the goods had upon receipt and that becomes apparent within two years of receipt. The two-year period concerns when the defect becomes apparent; reporting it later does not in itself remove your statutory rights. If it becomes apparent within the first year, it is presumed to have existed upon receipt unless this is incompatible with the nature of the product or the defect. The period does not run while you are unable to use the goods because of a defect you have justifiably reported.
This is not a blanket promise that food products have a two-year shelf life. For products with a limited usable life, their nature, the stated shelf life or use-by date, and correct storage and use are taken into account. This does not limit rights in respect of a defect that existed upon receipt. We are not responsible for ordinary wear and tear or a defect demonstrably caused by the buyer.
You can make a claim using our contact details above or at business premises where we are legally required to accept it. Describe the product, the defect and the remedy you request, and provide contact details for notification. Prove the purchase with an order number, a copy of the receipt, payment confirmation or other reliable evidence. Photographs and the batch number may help, but are not mandatory conditions. You may use our optional defect claim form.
8. How we handle a defect claim
When you make a claim, we will give you written confirmation stating its date, contents, requested method of resolution and contact details for notification of the outcome. If the product needs to be examined, we will arrange the necessary handover. We require only objectively necessary cooperation; a request for additional information does not in itself automatically extend the time limit.
If there is a defect, your primary remedy is to request repair or replacement, at your choice, subject to impossibility or disproportionate costs as provided by law. The remedy is free of charge. You are entitled to a proportionate price reduction or withdrawal under the statutory conditions, in particular if a remedy is refused or not provided, the defect recurs, there is a material breach of the contract, or it is clear that a timely remedy without significant inconvenience is impossible. You cannot withdraw for a minor defect; the burden of proving that the defect is minor is on us.
We will resolve the claim, including remedying the defect, and inform you of the outcome without undue delay, no later than 30 days after it is made, unless we genuinely agree on a longer period in the particular case. If the deadline expires without resolution, you may withdraw from the contract or request a proportionate price reduction. We will provide written confirmation of the outcome and give written reasons for any rejection.
If your claim is justified, you are entitled to reimbursement of costs reasonably incurred, such as reasonable postage. Ask us for reimbursement and provide evidence of the costs. This is not limited to cases where the product was the only item in the parcel.
If a right to withdraw because of a defect arises, we will refund the relevant purchase price without undue delay after receiving the goods or proof of their dispatch. We bear the cost of returning defective goods. Other related claims are governed by law. A voluntary guarantee or another specifically granted benefit does not restrict your statutory rights.
9. If we cannot agree
First contact us at shop@karlovarska-sul.cz so that we can resolve the dispute directly. If that is not possible, you may submit an application for out-of-court resolution of a consumer dispute to the Czech Trade Inspection Authority, Central Inspectorate – ADR Department, Gorazdova 1969/24, 120 00 Praha 2, email adr@coi.gov.cz, website https://coi.gov.cz/informace-o-adr/. You may submit the application within one year of first asserting the relevant right with us. This does not affect your right to bring the matter before a court.
10. Relationship with the terms and conditions
Together with the terms and conditions, this policy sets out the rules for the relevant purchase. No provision restricts consumer rights from which no contractual derogation is permitted. Previously agreed benefits remain in place for purchases already concluded. This version takes effect upon publication in the online store for orders placed from that moment onwards. The document version is dated 8 October 2026; this date does not in itself mean that the document has already been published.