Returns and Complaints

Withdrawal from the Contract and Returns

When purchasing through our online store, consumers have the right to withdraw from the purchase contract within 14 days of receiving the goods, unless otherwise provided by law.

If you wish to return an item, you do not need to complete a special form. Please include a note in the package containing the following information:

• first and last name,
• order number,
• date of purchase,
• name of the item being returned,
• a statement that you wish to withdraw from the purchase contract,
• bank account details for the refund,
• e-mail address or telephone number.

Please return the goods complete, including all accessories and, if possible, in their original packaging.

The cost of returning the goods when withdrawing from the contract is borne by the buyer.

Following withdrawal from the contract, we will refund the payments received, including delivery costs, to the extent required by applicable law.

Returning Perfumes

Unused perfumes may be returned within 14 days of receiving your order.

If you are considering returning a perfume, we recommend that you do not remove the protective wrapping, damage the original packaging, or use the fragrance.

If the customer opens the perfume, removes protective elements, or uses it beyond what is necessary to establish its nature and characteristics, this may result in a reduction in the value of the goods. This reduction in value may subsequently be taken into account when determining the amount to be refunded.

For perfumes, factors affecting the reduction in value may include in particular:

• removal of the protective wrapping,
• the amount of perfume used,
• damage to the box or bottle,
• removal or damage of caps, decorative elements, or other parts of the packaging,
• incomplete packaging or other signs of use.

Each returned perfume is assessed individually according to its actual condition and the actual reduction in its value.

If you are unsure about a particular fragrance, we recommend ordering a sample/decant of the selected fragrance before purchasing a full-size bottle.

Product Complaints

Returning goods without giving a reason and making a complaint about a defective product are two different procedures. If a product develops a defect, you may exercise your rights arising from defective performance in accordance with applicable law.

The fact that a product has been opened or used is not in itself a reason for rejecting a complaint if you are making a claim regarding a defect in the product.

However, we are not responsible for normal wear and tear caused by ordinary use or for defects caused by the customer through improper handling.

For goods sold at a reduced price, we are not responsible for a defect for which the reduced price was agreed, provided that this fact was stated at the time of sale.

When the Seller Is Not Responsible for Damage

The seller is not responsible in particular for damage caused by:

• incorrect or inappropriate use of the product,
• careless handling or mechanical damage,
• failure to follow the instructions or directions for use,
• use of the product contrary to its intended purpose,
• improper maintenance or storage.

How to Make a Complaint

You can make a complaint in person at our physical store or by sending the goods to us using a delivery service.

To process your complaint, we need to be able to verify that the goods were purchased from us. You can therefore provide your order number or include an invoice or another proof of purchase.

You do not need to complete a complaint form. Simply include a note with the returned product containing the following information:

• first and last name,
• address,
• e-mail address and/or telephone number,
• order number or other information allowing us to identify the purchase,
• name of the product concerned,
• description of the defect,
• when and how the defect occurred,
• your preferred method of resolving the complaint.

Where to Send the Goods

Goods intended for return or complaint should be sent to:

Krásy Orientu – Smilargan, s.r.o.
Spálená 93/23
110 00 Prague 1
Czech Republic

Please do not send parcels cash on delivery (COD). COD parcels will not be accepted.

In the event of a justified complaint, reasonably incurred costs associated with making the complaint will be reimbursed in accordance with applicable law. We therefore recommend keeping your proof of postage.

We will keep you informed about the receipt and progress of your complaint using the contact details you provide. Complaints will be handled within the statutory time limit.

Hygiene Products

For certain types of goods, the statutory right to withdraw from the contract may be restricted, particularly where goods were supplied in sealed packaging which has been opened by the consumer and cannot subsequently be returned for health protection or hygiene reasons.

This may apply, for example, to certain cosmetic products or cosmetic and hygiene accessories. This restriction does not affect your right to make a justified complaint regarding a defective product.

Contact

If you have any questions regarding returns or complaints, please contact us:

E-mail: info@krasyorientu.cz
Telephone: +420 775 745 866

Krásy Orientu – Prague Store
📍 Spálená 23, Prague 1 – Nové Město
🕐 Monday–Sunday, 11:00–19:00