Refund policy
Withdrawal from the contract – return of goods within 14 days
We offer a 14-day return window, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, the item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, contact us at info@artysea.com. Please note that returns must be sent to the following address: Artysea Collective, Jolana Melounová, Na Vyhlidce 318,387 43 Belcice, Czech Republic.
If you have any questions about returns, feel free to contact us at info@artysea.com.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, such as custom-made products tailored to customer specifications. We also do not accept returns for gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have and make a separate purchase for the new item once the return is accepted.
14-Day Right of Withdrawal in the European Union
Notwithstanding the above, if the merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. As mentioned above, the item must be in the same condition as when received—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
Once we receive and inspect your return, we’ll let you know if the refund has been approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 days have passed since we approved your return, please contact us at info@artysea.com.
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COMPLAINTS POLICY
Seller:
Name: Jolana Melounová
Company ID: 76061400
VAT ID: CZ76061400
Address: Holečkova 800/97, 150 00 Prague 5, Czech Republic
Registered in the Trade Register at the Municipal District of Prague 5.
Contact Information:
Business premises address: Holečkova 800/97, 150 00 Prague 5, Czech Republic
Phone: +420 775 379 404
Email: info@artysea.com
Website: www.artysea.com
as the seller of goods on the e-shop (hereinafter referred to as the “Seller”).
This Complaints Policy sets out the procedure for asserting rights arising from defective performance by the Buyer towards the Seller, which arise from the purchase agreement (the “Agreement”) concluded between the Seller and the Buyer based on an order of goods placed via the Seller’s e-shop (the “Web Portal”).
Introductory Provisions
1.1. This Complaints Policy is an integral part of the Seller’s General Terms and Conditions (the “Terms and Conditions”). Before placing an order, the Buyer is obliged to read the Seller’s Terms and Conditions, including this Complaints Policy. By checking agreement before submitting the order, the Buyer expresses consent to the current Terms and Conditions and this Complaints Policy.
1.2. Terms used with a capital letter in this document carry the meaning defined herein. If not defined here, they carry the meaning as defined in the Terms and Conditions or the Agreement.
1.3. The complaint conditions are governed by the law of the country to which the goods are delivered, particularly by the provisions of Directive (EU) 2019/771 of the European Parliament and of the Council of 20 May 2019 on certain aspects concerning contracts for the sale of goods, transposed into the national law of the relevant Member State.
1.4. Rights and obligations under this Complaints Policy in the territory of the Czech Republic are governed by relevant mandatory legal regulations, particularly Sections 2099 to 2117 and Sections 2161 to 2174b of Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection, as amended.
Quality Guarantee
2.1. The Seller is liable to the Buyer for the quality of the goods, i.e., that they are free of defects, up to the moment when the risk of damage passes to the Buyer—either at the time of receipt or when the goods could have been received.
2.2. The Seller guarantees that the goods meet:
- the description
- the type,
- quantity,
- quality,
- functionality
- compatibility
- interoperability
- and any other characteristics agreedbetween the parties
- ara suitable for the purpose the Buyer intended and which the Seller was aware of.
2.3. Furthermore, the Seller guarantees that the goods:
- are suitable for the usual purposes for such goods,
-
meet expected characteristics such as durability, safety, functionality, compatibility, interoperability, based on public statements (e.g. in advertising)
- are delivered with expected accessories such as protective packaging, after care instructions etc.
-
match any sample or model provided prior to concluding the Agreement.
2.4. The provisions of Section 2.3 do not apply if the Seller informed the Buyer that the goods differ and the Buyer accepted that difference.
2.5. The Seller provides a proof of purchase (invoice), which also serves as a warranty certificate. It contains all legally required details necessary to assert warranty claims—especially name, price, quantity, serial number, and warranty period.
Rights from Defective Performance
3.1. The Buyer may file a claim (a “Complaint”) if the goods are defective, i.e., they do not meet any of the above-stated conditions.
3.2. The Buyer can do this via email to info@artysea.com (please include “COMPLAINT” in the subject), or by post to the Seller’s business address.
3.3. The Buyer must choose the method of complaint resolution when filing the Complaint. This choice is binding and cannot be changed without the Seller’s consent.
3.4. If the goods are defective, the Buyer has the right to:
- removal of the defect by delivery of new or missing goods,
- repair of the goods,
- a reasonable discount from the purchase price
- or withdrawel from the Agreement.
3.5. The method can be changed if repair proves impossible.
3.6. The Seller may refuse repair if the defect is irreparable or the cost is disproportionate.
3.7. The Buyer may withdraw or request a discount if:
- the Seller refuses to repair,
- the same devect recurs
- the defect is a material breach
- the defect is not repaired within a reasonable time.
3.8. The buyer cannot withdraw if the defect is insignificant.
3.9. The Buyer cannot claim defects they caused or were aware of at the time of receipt.
3.10. Defects in goods sold at a discount due to that defect are not covered.
3.11. Normal wear and tear is not considered a defect.
3.12. Claims are void if the defect is due to improper installation or handling.
Filing a Complaint
4.1. Consumers can file a Complaint within 24 months of receiving the goods.
4.2. Business buyers must report and specify the defect without undue delay, no later than 3 days after delivery (or within 2 years if it’s a hidden defect).
4.3. A sample complaint form ("Complaint Form for Goods Purchase Agreement") is available at: www.artysea.com.
4.4. The Seller will provide a written confirmation including:
- date of the Complaint
- complaint details (product, condition, defect)
- preferred resolution method
- Buyer contact info.
4.5. Repairs must be completed within 30 days, unless agreed otherwise. The period is paused until the Buyer provides all necessary information.
4.6. The Buyer will be informed of the complaint resolution via the contact info provided. A written confirmation will be issued with the date and outcome. If repair is carried out, the Buyer will be asked to collect the goods.
Final Provisions
5.1. By placing an order, the Buyer confirms they have read and agree to this Complaints Policy.
5.2. The Seller may amend this Complaints Policy. The updated version will be published on the Web Portal.
This Complaints Policy enters into force on May 1, 2025.