Refund policy

The consumer has the right according to § 1829 of the Civil Code of Czech Republic to withdraw from the contract without giving a reason within 14 days of receiving the goods for which the purchase contract was concluded by means of long-distance communication (online store, email, telephone).

In the event that the consumer wishes to withdraw from the contract within 14 days of receipt of the goods, he will send the seller withdrawal from the contract stating the name, surname, order number, account number for refunds, numeric code of the returned goods to the seller's email address info@onceathome.com.

If the consumer withdraws from the contract without giving a reason, he is obliged to return the goods to the seller without undue delay at his own expense, but no later than within 14 days of withdrawal from the contract, to the address specified by the seller in the order cancelation confirmation email.

In the case of exercising the right to withdraw from the contract without giving a reason within 14 days of concluding the contract, the consumer must give the seller everything he has obtained on the basis of the purchase contract. If this is no longer possible (e.g. the goods have been destroyed in the meantime), the consumer must provide monetary compensation as an reimbursement for what can no longer be returned. If the returned goods are partially damaged, the seller may claim damages from the consumer and set off his claim against the returned purchase price. In such a case, the seller is obliged to prove the damage. In such a case, the seller returns to the consumer only a reduced purchase price.

The consumer acknowledges that according to § 1837 of the Civil Code of Czech Republic the buyer cannot withdraw from the purchase contract in the cases listed here, especially in the case of delivery of goods that have been modified according to the buyer's wishes or on his request and goods in sealed packaging that was removed by the customer and the goods that cannot be returned for hygienic reasons.

The consumer acknowledges that if the goods returned to the seller are damaged, worn or customized, the seller is entitled to compensation for damage caused to the seller. The seller is entitled to unilaterally set off the right to compensation for damages against the consumer's right to a refund of the purchase price.

The consumer acknowledges that shipments sent to the seller by cash on delivery will not be accepted.

The seller shall return all funds to the consumer in the same way (as received) without undue delay, but no later than 14 days from the withdrawal from the contract, including delivery costs received from him under the purchase contract. The seller will return the money received to the consumer in another way only if the consumer has agreed and if he does not incur additional costs.

Pursuant to § 1832, paragraph 4 of the Civil Code of  Czech Republic, the seller is not obliged to return the received funds to the consumer before the consumer hands over the goods or proves that he has sent the goods to the seller.

In the event that the goods cannot be returned by ordinary mail due to their nature, the buyer has the right to a refund only in the amount corresponding to the cost of postage covering the cheapest method of delivery of goods offered by the seller.

If the buyer withdraws from the purchase contract unjustifiably and still sends the goods to the seller, the goods will not be accepted, or the goods will be sent back at the expense of the consumer and in case of demonstrable return of undeliverable shipment the goods will be destroyed by the seller without the buyer's right to refund of the purchase price.