Returns and complaints

Returns within 14 days

As a consumer, you can withdraw from your purchase without giving a reason within 14 days of receiving the goods. Notify us of your withdrawal from the contract by email at info@freshpaw.cz; it is enough to send the notice within this period. We will promptly, within two business days at the latest, send you the address to which you should send the goods. Send the goods only to this address. State the order and the goods you are returning. A customer account or prior approval is not a condition for withdrawal.

Send the goods back to the address we send you no later than 14 days after withdrawal. You pay the direct cost of sending them back. Pack them so that they are not damaged in transit; the original packaging is not required. You may inspect and try them to the extent necessary to become familiar with their properties. You are liable for any reduction in value caused by use beyond this extent.

We refund the money, including the cost of the cheapest standard delivery offered, within 14 days of withdrawal, using the same payment method you used, unless we agree otherwise. We may withhold the refund until we receive the goods or proof that they have been sent.

Christmas: longer return period

Goods ordered between 1 November and 24 December 2026 can be returned until 15 January 2027, even if your 14-day period from delivery ends earlier. If it ends later, the later date applies. The procedure is the same as for a regular withdrawal: let us know by e-mail at info@freshpaw.cz or with the withdrawal form, send the goods within 14 days to the address we send you, and we refund you the same way as for a regular withdrawal.

You pay for the return shipment. Within Czechia a regular parcel costs about CZK 90–130 (e.g. Packeta from CZK 89 to a pickup point). From other countries, according to your carrier’s price list.

Model withdrawal notice

To: Jan Světinský, Company ID (IČO) 17309778, Bezručova 4201, 430 03 Chomutov, info@freshpaw.cz.
I hereby give notice that I withdraw from the contract for the following goods: …
Order number: …
Date ordered / received: …
Name and address of the consumer: …
Date: …
Signature (only if sent on paper): …

Do not send the goods together with this notice; we will email you the return address.

Complaints

You can make a complaint to the seller about a defect that appears within two years of receipt. Write to info@freshpaw.cz, describe the defect and include identification of the purchase. Photos help with the assessment but are not a condition for accepting the complaint. We will agree on the next steps according to the nature of the defect; we handle a justified complaint, including reasonably incurred costs, in accordance with the law.

We will issue confirmation of receipt of the complaint and of how it was resolved. We will resolve the complaint and inform you within 30 days at the latest, unless we expressly agree on a longer period. Normal wear and tear and damage caused by improper use are not product defects. Statutory rights arising from defective performance are not a voluntary warranty and are not limited by this page.