Withdrawal from the Contract and Complaints

If you need to resolve an issue concerning your order, please first select which case applies to you:

Would you like to make a complaint about a product?
→ Complaints – Sections 2–2.8

Would you like to return a product?
→ Withdrawal from the Contract – Sections 1–1.5

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1. Withdrawal from the Contract

1.1 Information on the Right to Withdraw from the Purchase Contract

We would like to inform you that if you are a Consumer Buyer, in accordance with Section 1829 in conjunction with Section 1818 of the Czech Civil Code, you have the right to withdraw from the concluded purchase contract without giving any reason within 14 days from the day on which you, or a third party designated by you other than the carrier, take possession of the goods, or from the day on which the last delivery of goods is received if the purchase contract concerns the delivery of several types of goods or several parts.

To comply with the withdrawal period, it is sufficient to send the notice of withdrawal from the purchase contract to the Seller before the expiry of the above-mentioned period.

1.2 Exceptions to the Right of Withdrawal

We would like to draw your attention to the fact that, as a Consumer Buyer, in accordance with Section 1837 of the Czech Civil Code, you do not have the right to withdraw from a purchase contract whose subject matter includes, among other things:

1. the supply of goods that have been modified according to your wishes or specifically for you, i.e. custom-made goods;

2. the supply of goods that are liable to deteriorate rapidly or have a short shelf life, as well as goods which, after delivery, have been irreversibly mixed with other goods due to their nature;

3. the supply of goods in sealed packaging which are not suitable for return for reasons of health protection or hygiene once the seal has been broken by the consumer.

1.3 How to Withdraw from the Purchase Contract

Withdrawal from the purchase contract must be made to the Seller:

MALINNA Products s.r.o.
Písečná 451/6, Troja
182 00 Prague 8
Company ID: 08082391
registered with the Municipal Court in Prague under file no. C 311857

Delivery address:

EKO Sklad & Fulfillment
Devínska Nová Ves 7465
841 07 Bratislava
+421 948 243 368

To withdraw from the purchase contract, use the “Withdrawal from the Contract” link in the footer of our website. After clicking the link, you will be redirected to your account, where you can simply select the order you wish to return and follow the instructions displayed.

1.4 Return of Goods

The goods must be sent back without undue delay, no later than 14 days from the date of withdrawal from the purchase contract. The deadline is met if you send the goods before the expiry of this period.

The Buyer bears the costs of returning the goods, including postage.

Returned goods must be properly packaged and a suitable method of transport must be chosen to prevent damage during transit.

1.5 Refund

After the returned goods have been delivered and inspected, we will refund the purchase price paid without undue delay, using the same payment method that you used for the purchase, unless otherwise agreed.

If you have any questions, please do not hesitate to contact us at info@malinna.com or eshop@malinna.com.

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2. Complaints Procedure for the Malinna Online Store

2.1 Introductory Provisions

This Complaints Procedure sets out the rules for handling complaints within the E-shop operated by the Seller – MALINNA Products s.r.o., with its registered office at Písečná 451/6, Troja, 182 00 Prague 8, Company ID: 08082391, registered with the Municipal Court in Prague under file no. C 311857, on the Website available at: https://malinna.com/cs

In the case of a Business Buyer, a complaint means the exercise of rights arising from liability for defects in the goods.

2.2 Making a Complaint

For faster handling of a complaint, the Buyer may contact the Seller before submitting the complaint in order to consult the appropriate procedure.

The Buyer must notify the Seller of the complaint in one of the following ways:

• electronically by e-mail at info@malinna.com or eshop@malinna.com;

• by telephone at +420 774 701 888 or +421 911 386 118.

If the complaint is submitted by e-mail, the Buyer should provide, in particular, the order number and a brief description of the issue, including the reason for making the complaint.

For faster assessment of the complaint, the Buyer may also attach photographs, a video or other materials documenting the defect being complained about.

After receiving the complaint notification, the Seller will inform the Buyer of the next steps. Depending on the nature of the complaint, the Seller may ask the Buyer to provide additional information, photographs or other supporting materials, or to send or hand over the goods concerned for assessment.

If it is necessary to send or hand over the goods concerned to the Seller, the Seller will inform the Buyer of the method and address to which the goods should be delivered.

2.3 Condition of the Goods Subject to Complaint and the Buyer’s Cooperation

Given the nature of certain goods, the Buyer is required to provide the goods concerned in a hygienically acceptable condition that allows for their safe and proper assessment. If the condition of the goods does not allow such assessment, the Seller may ask the Buyer to remedy this deficiency before the complaint is assessed.

The Buyer is required to provide the Seller with the cooperation necessary for the proper assessment of the complaint, in particular to provide truthful and complete information about the defect complained about and, at the Seller’s request, to present or send the goods concerned if their assessment is necessary for handling the complaint.

2.4 Confirmation of Receipt of a Complaint

Upon receipt of a complaint, the Seller will issue a confirmation without undue delay and provide it to the Buyer or send it to the Buyer’s e-mail address.

The confirmation of receipt of the complaint shall include, in particular, the following information:

1. the date on which the Buyer exercised the right;

2. the subject of the complaint – the goods concerned and the defect complained about;

3. the method of resolution requested by the Buyer, if specified.

2.5 Time Limit for Handling a Complaint

In the case of a Consumer Buyer, the Seller is required to resolve the complaint and inform the Buyer of its resolution no later than 30 days from the date on which the complaint was submitted, unless the Seller and the Buyer expressly agree on a longer period.

If the complaint is resolved earlier, the Seller will inform the Buyer of the resolution without undue delay.

In the case of a Business Buyer, the Seller is required to decide on the exercise of rights arising from defects in the goods within a reasonable period, taking into account the nature of the defect and the characteristics of the goods concerned.

If the Buyer fails to provide the necessary cooperation, the handling of the complaint may be extended for the period during which the Seller is unable to properly assess the complaint due to the lack of such cooperation.

2.6 Resolution of a Complaint

If the Seller assesses the complaint as justified, i.e. it is established that the goods have a defect for which the Seller is responsible, the Buyer shall have the rights applicable in the given case under the applicable legislation and which the Buyer has exercised in accordance with Article 9 of the Terms and Conditions.

In the case of a justified complaint, the Buyer is also entitled to reimbursement of reasonably incurred costs associated with making the complaint, provided that such right arises under the applicable legislation.

The Buyer must claim reimbursement of these costs without undue delay and provide evidence of their amount.

If the Seller assesses the complaint as unjustified, the complaint will be rejected and the confirmation of resolution will state the reasons on which the Seller based its conclusion.

In the case of an unjustified complaint, the Buyer is not entitled to reimbursement of costs associated with making the complaint, unless otherwise provided by applicable legislation.

2.7 Notification of Complaint Resolution

The Seller will inform the Buyer as soon as the complaint has been resolved. In connection with the resolution of the complaint, the Seller will send the Buyer a confirmation of the resolution of the complaint (the “Resolution Confirmation”).

Depending on the method of resolution, the Resolution Confirmation shall include, in particular, the date and method of resolution of the complaint, confirmation of any repair performed and the duration of the repair, where applicable, and written reasons for rejecting the complaint if the complaint has been rejected.

2.8 Final Provision

This Complaints Procedure takes effect on 31 August 2025.

MALINNA Products s.r.o.