Returns & Complaints

In case of a complaint, please send the goods to the address below together with a proof of purchase and this completed form. If you wish to return goods within 14 days of receipt without giving a reason, please send them to the address below together with a proof of purchase and this completed form.

Feltmaker
Karolína Sousedík Prokešová
Na Vyhlídce 259
763 15 Slušovice

Complaints Policy

Please inform us about your complaint first by email at shop@feltmaker.eu. Then please send the goods to the address above.

Goods that have been cut or otherwise customised or individually made to your specifications cannot be returned unless they show a defect or incorrect quantity. This applies in particular to fabrics, haberdashery such as ribbons, cords, fur trims, or custom-made felt prints and cut-outs.

You are required to prove your purchase by presenting a copy of the proof of purchase or by another sufficiently credible means. As a consumer, you cannot exercise rights arising from defects that you caused yourself by improper handling of the goods, or of which you were aware at the time of purchase. The same applies to defects for which we agreed a price reduction with you. We are also not liable for normal wear and tear.

A complaint must be filed within a twenty-four month period. The complaint must be filed without delay to prevent the defect from spreading and the complaint being rejected as a result. Once the complaint has been resolved, the seller will notify the consumer. We handle complaints within the statutory period, no later than thirty days from the date the complaint is filed.

Right of Withdrawal

Right to withdraw from the contract: As a consumer, you have the right to withdraw from this contract within 14 days without giving any reason. Please inform us of your withdrawal first by email at shop@feltmaker.eu. You have the right to withdraw from the contract without giving any reason within 14 days from the day following the day the contract is concluded, and in the case of a purchase contract, from the day on which you or a third party designated by you (other than the carrier) take delivery of the goods. For goods delivered in multiple parts, the period runs from receipt of the last delivery; for regular repeated deliveries, it runs from receipt of the first delivery.

To exercise the right of withdrawal, you must inform Karolína Sousedík Prokešová, ID No.: 05373115, of your decision to withdraw from this contract by means of a unilateral legal act (for example, a letter sent by post to Na Vyhlídce 259, Slušovice 763 15, or by email to shop@feltmaker.eu). You may use the attached model withdrawal form, but this is not obligatory. To meet the withdrawal deadline, it is sufficient to send your withdrawal before the relevant period has expired.

Effects of withdrawal: If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery (except for any additional costs arising from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and no later than 14 days from the day on which we receive your notice of withdrawal. We will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. We are entitled to unilaterally set off our claim for compensation for diminished value of the goods against your claim for a refund of the purchase price.

If you requested that the performance of services begin during the withdrawal period, you shall pay us an amount proportional to the scope of services provided until you informed us of your withdrawal, in comparison with the full scope of services agreed in the contract.

This 14-day right of withdrawal applies only to natural persons not acting in connection with their own business activities.