Refund policy

Return of goods and complaints

7.1. The Buyer has the right to withdraw from the contract without giving a reason within 14 days of receipt of the goods, if it is a standard product. This right does not apply to goods made to order according to the Buyer's individual requirements.

7.2. The Buyer is responsible for choosing the right size. Exchange for a different size is only possible for standard products, not for custom production. The costs associated with changing the size are paid by the Buyer.

7.3. The costs of returning the goods are borne by the Buyer.

7.4. Complaints about defective goods or returning the goods can be made by sending a form. If you want to start the return process, please download this form HERE.

Send the completed form together with the goods to the following address:

MONO JACK brand

Andrea Galanská
Veverkova 494/35
Prague 7, 170 00
Czech Republic

You can contact us at any time with any questions regarding the return of goods at info@monojackbrand.com.

7.5. Compensation for defective goods will not be provided before the Buyer returns the goods and the Seller checks the validity of the complaint. If the complaint is accepted, the Buyer will be refunded the purchase price to his bank account within 14 days of the complaint being approved. The shipping costs associated with the return of the claimed goods are covered by the Seller, while the shipping amount will be reimbursed to the Buyer together with the returned purchase price.

7.6. If the goods have a defect that cannot be removed or its removal would be disproportionately expensive, the Buyer has the right to a reasonable discount or may withdraw from the contract.

7.7. In the event of damage to the shipment, the Buyer is obliged to immediately inform the carrier and the Seller. A claim for a damaged shipment must be made without undue delay, no later than 10 days after delivery.

7.8. For goods marked as II. quality, it is not possible to make a claim for a defect that the buyer was expressly notified of in advance and which is the reason for classifying the goods in this category. A claim for other, not previously stated defects can be made in accordance with the normal terms of the claim.

Consumer rights

8.1. The buyer has the right to make a claim for defects in the goods within the statutory period of 24 months, unless otherwise stated.

8.2. The buyer is protected by the relevant laws that protect consumers when purchasing goods online. The seller is obliged to inform the buyer of all rights and conditions before concluding the contract.

8.3. The buyer has the right to withdraw from the contract without giving a reason within 14 days of receiving the goods. This right does not apply to goods made to order or according to the Buyer's specifications, unless the goods are defective. The Buyer is obliged to send a notice of withdrawal from the contract to the Seller's e-mail and return the goods to the address specified in the contact details.

8.4. When withdrawing from the contract, the Buyer has the right to a refund of the purchase price of the goods. The costs of returning the goods are paid by the Buyer. The goods must be returned in their original condition and without signs of use, otherwise the Seller reserves the right to reduce the amount returned.

8.5. The right to withdraw does not apply to goods that were made to order according to the Buyer's individual requirements, or to goods that cannot be returned for hygiene reasons (for example, underwear, cosmetic products, etc.).

8.6. In the event that the goods are defective, the Buyer is entitled to file a complaint in accordance with applicable legal regulations. The complaint is filed using the form available on the E-shop. In the event of a justified complaint, the Buyer will be refunded the amount corresponding to the value of the defective goods or the goods will be replaced with new ones, if possible.

More detailed information about the contractual terms can be found HERE.