Retrurns, Warranty and Complaints

RETURNING GOODS

If you’re not satisfied with the shoes you’ve received, you can return or exchange them within 14 days of receipt. We will do our best to resolve the matter as soon as possible.

This only applies to shoes which haven’t been customised according to your requirements in any way. This means that shoes that were shortened lengthwise or widthwise, shoes in a different colour than is listed in our online shop, shoes with a thicker or thinner sole, etc. cannot be returned.

Send the unworn shoes in the original packaging so that they don’t get damaged on the return journey. You can, of course, try the shoes on to see if they fit. However, if they have evidently been worn, then they cannot be returned anymore.

Send the returned goods together with your reason for returning them, your bank account number in the international format (IBAN) where you would like your refund to be paid, or what size you would like to exchange them for to our address:

Ing. Vaclav Luks
Mesicni 33
Jablonec nad Nisou
466 01
Czech Republic

All return costs must be paid by the customer. The price of the goods will be refunded within 14 days of receipt of the goods.

COMPLAINTS

We treat complaints very responsibly and carefully, and do our best to resolve every complaint as soon as possible.

Please let us know by e-mail if you intend to make a complaint. Describe the fault in as much detail as possible, and send the faulty goods together with the invoice to our address:

Ing. Vaclav Luks
Mesicni 33
Jablonec nad Nisou
466 01
Czech Republic

WARRANTY

The warranty period for the goods is 24 months. If the goods are bought as a business customer or other organisation, the warranty is bound by the Commercial Code, and the warranty period is 6 months. The warranty period starts on receipt of the goods by the customer.

The warranty covers manufacturing or other defects. It does not cover damage caused by the customer’s ca­relessness or neglect, or by using the goods for any purpose for which they are not designed, or by not complying with the manufacturer’s in­structions, or mechanical damage.

Damage that is deliberate, or from improper use or from mishandling the product is not covered by the warranty. The warranty does not cover fair wear and tear.

WARRANTY ACKNOWLEDGEMENT AND INVOICE

You need to send the original invoice we send with your goods in order to meet the complaint conditions.