Refunds & Returns

Based on LAFORMELA's current complaints procedure, consumers may report a defect that appears within the statutory period after taking over the goods. The seller is responsible in particular for the goods matching the agreed description, quantity, quality, functionality and expected accessories at the time of delivery. If a defect appears within the first year after delivery, the goods are treated as having been defective on handover unless the nature of the goods rules that out.

LAFORMELA currently handles complaints through its customer service contact at info@laformela.com. When reporting an issue, the buyer should describe the defect clearly, include order details and, where useful, attach photographs. The brand then evaluates whether the defect can be removed, whether a replacement is appropriate, or whether a price reduction or withdrawal from the purchase contract is justified under Czech consumer law and the current complaints procedure.

According to the current business terms, consumers may generally withdraw from a distance purchase within 14 days of receiving the goods, unless the order falls within an exception set by law. The withdrawal may be made by an unambiguous statement sent to the seller by email, post or another documented contact method. The buyer must then send the goods back within 14 days from the withdrawal.

The current LAFORMELA terms state that returned goods should be sent back without undue delay and the buyer normally bears the return shipping cost. Once withdrawal is validly made, the seller returns the price paid for the goods and the standard delivery cost, but may wait until the goods are received back or until proof of return shipment is provided. If the buyer chose a more expensive shipping method than the cheapest standard option, only the amount corresponding to the cheapest offered delivery method is refunded.

The official terms also explain that if the buyer handles the goods beyond what is necessary to inspect their nature, properties and functionality, LAFORMELA may reduce the refunded amount to reflect the loss in value. This applies especially where wear, damage or visible use goes beyond a normal at-home try-on.

For consumer disputes arising from the purchase contract, the current legal documents name the Czech Trade Inspection Authority as the competent out-of-court body. The documents also refer to the European Consumer Centre Czech Republic as the contact point for online consumer dispute resolution within the EU framework.