Complaints and goods return

HOW TO PROCEED WITH GOODS REPLACEMENT OR RETURN WITHIN 30 DAYS?

HOW TO RETURN GOODS

You can arrange the return of goods easily online:

1. Log in to your account in our e-shop.
2. Find the order from which you want to return goods.
3. Fill in the goods return form and submit it.

After you submit the form, we will inform you by e-mail about the next steps and the way of returning the goods.

HOW TO SEND THE RETURNED GOODS

The way of sending the returned goods depends on whether you used the Easy Return Service when purchasing.

1. You have purchased the “Easy Return Service” (the service must be purchased when placing the order; it cannot be added later)

• Log in to your account and submit an electronic request for the return of goods.
• We will then send you the Packeta code to the e-mail address stated in your order.
• Pack the goods carefully and take the parcel to any Packeta branch (it cannot be placed in a Z-box).
• When handing over the parcel, give the staff the code you received.
• Keep the proof of dispatch in case the parcel gets lost.
• We cover the cost of sending the returned goods.

2. You have not purchased the “Easy Return Service”

• Log in to your account and submit an electronic request for the return of goods.
• Pack the goods carefully.
• Generate a return label by filling in the form at this link. Enter your order number as the “reference number”.
• Check your e-mail: you will receive the shipping instructions and the generated shipping label there.
• Drop off the parcel with this label at a Magyar Posta branch and keep the proof of dispatch.
• Return fee: a fee of 2000 HUF is charged for this service, which will be deducted from the refunded amount.

3. We have received your parcel

• As soon as we receive your parcel, we will inform you by e-mail.
• The replacement of goods depends on current stock availability. If the product for replacement is no longer available, we will automatically refund your money.

UNDER WHAT CONDITIONS CAN THE GOODS BE REPLACED OR RETURNED?

1. The goods must be returned within 30 days from their receipt.

2. The goods must be unworn and fit for resale.

3. The goods must be in their original, undamaged packaging. Any use of adhesive tape, inscriptions, stickers, holes, dirt, grease, moisture, etc. is not acceptable.

4. Try on the goods only in a clean and dry indoor environment, because your request for a complaint or for the return of goods can only be settled favourably if the goods you send are clean, undamaged, unwashed, dry and with their original labels.

5. Try on purchased shoes only on a clean and dry surface, for example at home on a carpet, floor tiles, etc. If you decide to return the shoes or file a complaint about them and the soles show signs of wear (even slight), your request cannot be accepted. The shoe box is part of the product and, in the case of a return or exchange of goods, it must be sent with the shoes inside and in perfect condition.

6. If it is found during the processing of the return that the goods are damaged in a way that could not have occurred during their manufacture (scratches, stains, torn-off zipper pulls, etc.), please note that the goods will be returned to you at your expense.

HOW TO PROCEED WITH A COMPLAINT ABOUT GOODS?

Before you decide to file a complaint about goods, please read our Rules of Complaints. You will find there all the information on filing a complaint about goods, as well as all the rights and obligations of the seller and the buyer.

HOW TO FILE A COMPLAINT ABOUT GOODS?

You can file a complaint about goods easily online:

1. Log in to your account in our e-shop.
2. Find the order from which you want to file a complaint about goods.
3. Fill in the complaint form and submit it.

After you submit the form, we will inform you by e-mail about the next steps and the way of returning the goods.

Complaint procedure

1. Wash the goods thoroughly and remove all dirt from the goods you are complaining about.

2. Pack the cleaned goods properly so that they cannot be damaged during transport. Enclose a copy of the invoice and the completed complaint form, which can be downloaded HERE.

3. Send the goods you are complaining about according to the instructions you receive by e-mail after submitting the complaint form.

As soon as we receive the goods you are complaining about, we will inform you by e-mail and the 30-day period for processing the complaint begins (or a longer period, if agreed). We will also inform you by e-mail or by phone about how the complaint is resolved. We reserve the right to remedy the defect primarily by repair (remediable defect) or by replacement of the goods (irremediable defect) or by a refund (if neither of the previous options is possible).

Main principles of complaints

1. A complaint must be filed without undue delay, immediately after the defect was discovered during a timely inspection and with due care. If the defect is not reported immediately and the product continues to be used, the goods may be devalued, which may be a reason for rejecting the complaint.

2. You can file a complaint within 24 months of receiving the goods.

3. A complaint can be filed if the product does not have the properties stated by the seller or if the goods do not correspond in quality or workmanship.

4. If the buyer discovers a defect already when receiving the goods, the buyer is obliged to notify the seller without undue delay.

5. The seller is not liable for a defect corresponding to wear and tear of the goods caused by their ordinary use, nor for a defect arising from failure to follow the instructions in the care instructions for the given goods, in particular if the item is damaged, for example, by washing at an incorrectly set temperature, washing together with goods of a different colour, washing in an automatic washing machine in the case of goods that may only be hand-washed, dry cleaning or ironing in the case of goods that cannot be dry-cleaned or ironed, etc.

6. For the proper handling of a complaint, it is necessary to prove that the goods were purchased from the seller and that the period for filing a complaint has not yet expired. The goods handed over for assessment within the complaint must be clean, washed and free of all dirt, must meet the requirements for the hygienically safe handover of goods for the complaint procedure and must be protected against damage during transport.

7. The complaint, including the removal of the defect, will be handled without undue delay, at the latest within 30 days of the day it was filed, unless a longer period is agreed with the customer.