On this page you will find information about returning goods within 14 days of receipt and the procedure for making a complaint.
For quick and convenient processing, we recommend using our online form.

 

I. Withdrawal from the Contract (Return of Goods within 14 Days)

If you purchased the goods as a consumer (not acting in the course of business) via our online store, by phone or by e-mail, you have the right to withdraw from the purchase agreement without giving any reason within 14 days of receiving the goods.

1. How to Proceed

• Inform us of your withdrawal from the contract

Please inform us of your decision preferably by using the online form:

                          👉 Withdrawal Form: HERE

Alternatively, you may contact us by e-mail or in writing.
To speed up the process, we recommend providing your order number and bank account number for the refund.

• Send the goods back

Please return the goods without undue delay, no later than 14 days after withdrawing from the contract, to the following address:

WINNER GROUP-WG, s.r.o.
Žihla 997
739 91 Jablunkov

The costs associated with returning the goods shall be borne by the Buyer.

2. Refund

We will refund all payments received, including delivery costs corresponding to the least expensive standard delivery method offered, without undue delay and no later than 14 days after withdrawal from the contract.

However, we are not obliged to issue the refund before we receive the returned goods or before the Buyer provides proof that the goods have been sent back, whichever occurs first.

3. Condition of Returned Goods

The customer is entitled to inspect and test the goods in the same way as would normally be possible in a physical store in order to establish their nature, characteristics and functionality.

If the goods are returned damaged, incomplete, soiled or otherwise reduced in value beyond what is necessary for normal inspection and testing, the refunded amount may be reasonably reduced to reflect the decrease in value of the goods.

4. When Withdrawal from the Contract Is Not Possible

The right to withdraw from the contract cannot be exercised in particular in the following cases:

• goods supplied in sealed packaging which are not suitable for return for hygiene reasons once the seal has been broken
• other cases specified in Section 1837 of the Czech Civil Code

5. Return of a Gift Provided as Part of a Marketing Promotion

If the Buyer received a free gift with the order subject to meeting a minimum order value or other specified conditions, the Buyer is also obliged to return the gift when withdrawing from the contract or partially returning the order if, after the return, the conditions for receiving the gift are no longer met.

If the gift is not returned, or is returned damaged or incomplete, the Seller is entitled to offset its usual retail value against the amount to be refunded to the Buyer.

 

II. Product Complaints

If the purchased goods are defective, you have the right to make a complaint.

1. How to Make a Complaint

You can make a complaint:

• preferably via our online form:  👉 https://www.winner.cz/reklamace/public/
• by e-mail or by another verifiable method
• by completing the complaint form and sending it together with the goods concerned to the following address:

WINNER GROUP-WG, s.r.o.
Žihla 997
739 91 Jablunkov

• complaint form for download: HERE

 We recommend including a copy of the proof of purchase, the order number and a brief description of the defect.

2. When You Can Make a Complaint

The Buyer may report a defect that becomes apparent in the goods within 24 months of receipt.

Rights arising from defective performance apply in particular where the goods:

• are defective upon receipt
• do not correspond to the agreed description, type or quantity
• do not have the expected characteristics
• are incomplete
• do not function properly
• are not suitable for their usual intended purpose

If a defect becomes apparent within 12 months of receipt, the goods are presumed to have already been defective at the time of receipt unless this is incompatible with the nature of the goods or the defect.

3. Your Rights in the Event of a Complaint

In the event of a defect, the Buyer is primarily entitled to have the defect remedied by:

• repairing the goods, or
• replacing them with new goods

The Buyer may request that the defect be remedied by repair or replacement with a new product. The Seller may refuse the chosen remedy if it is impossible or would involve disproportionate costs compared with the alternative remedy.

The Buyer may request an appropriate price reduction or withdraw from the contract, in particular if:

• the Seller has refused to remedy the defect or has failed to remedy it properly and within a reasonable time
• the defect occurs repeatedly
• the defect constitutes a material breach of the contract
• it is apparent from the circumstances that the defect will not be remedied within a reasonable time or without significant inconvenience to the Buyer 

4. Limitations of Liability for Defects

The Buyer is not entitled to rights arising from defective performance if:

• the Buyer caused the defect
• the Buyer was aware of the defect at the time of receipt and a discount was provided for this reason
• the defect is the result of normal wear and tear caused by use
• in the case of used goods, the defect corresponds to the extent of previous use
• the defect was caused by improper use, storage or unauthorised intervention

5. Handling of Complaints

When a complaint is submitted, we will provide the Buyer with confirmation of receipt of the complaint stating:

• the date the complaint was submitted
• the subject of the complaint
• the requested method of resolving the complaint
• the Buyer's contact details

A consumer complaint will be handled without undue delay, no later than 30 days from the date it is submitted, unless the Seller and the consumer agree otherwise.

The Buyer will be informed of the manner in which the complaint has been resolved without undue delay.

Once the complaint has been resolved, we will issue confirmation stating the date and method of resolution or, where applicable, a written explanation of why the complaint was rejected.

6. Costs Associated with a Complaint

If the complaint is found to be justified, the Buyer is entitled to reimbursement of reasonably incurred costs associated with making the complaint. This right must be exercised without undue delay, no later than one month after the expiry of the period for reporting the defect.