Refund policy

Complaints Policy and Withdrawal Terms

Poctailor s.r.o., Company ID: 22097643, registered office at Sokolovská 428/130, Karlín, 186 00 Prague, Czech Republic

Effective from: 1 January 2026

PART A — COMPLAINTS POLICY

1. Introductory Provisions

1.1. This complaints policy governs the manner and conditions for making claims about defects in goods purchased through the online store at www.poctailor.eu.

2. Seller's Liability for Defects

2.1. The Seller is liable to the Buyer that the goods are free from defects upon receipt. The Buyer is entitled to exercise rights from a defect within twenty-four (24) months of receipt.

3. Filing a Complaint

3.1. The Buyer exercises rights from defective performance at the Seller's address:

3.2. When filing a complaint, the Buyer is obliged to submit to the Seller:

  • the claimed goods
  • a cover letter describing the claimed defect and the requested method of resolution
  • proof of purchase of the goods
  • contact details

4. Handling of the Complaint

4.1. The complaint, including remedy of the defect, must be handled without undue delay, no later than thirty (30) days from the date the complaint was made.

4.2. The Seller shall issue the Buyer a confirmation of the date and manner of handling the complaint.

5. Buyer's Entitlement

5.1. The Buyer has the right to:

  • have the defect remedied by delivery of new goods
  • have the defect remedied by repair
  • an appropriate discount from the purchase price
  • or withdraw from the contract

PART B — WITHDRAWAL FROM CONTRACT (14 DAYS)

6. Right to Withdraw from the Contract

6.1. You have the right to withdraw from the contract without giving any reason within 14 days of receiving the goods.

6.2. To exercise this right, you must inform Poctailor s.r.o., email orders@poctailor.eu, by means of a unilateral legal act.

6.3. You may use the model withdrawal form (see below), but this is not mandatory.

7. Consequences of Withdrawal

7.1. If you withdraw from this contract, we shall refund you without undue delay, no later than 14 days from the day we received your notice, all payments received from you, including delivery costs.

7.2. We will make the refund using the same payment method you used for the original transaction, unless you have expressly agreed otherwise.

7.3. We will refund the payment only after we have received the returned goods or you have provided proof that you have sent the goods back.

8. Procedure for Returning Goods

8.1. Send the goods back without undue delay, no later than 14 days from the day of withdrawal, to the address:

Poctailor s.r.o.
Kostelní 10/5
460 01 Liberec, Czech Republic

8.2. You bear the direct costs of returning the goods.

8.3. You are responsible only for any diminished value of the goods resulting from handling them in a way other than what is necessary to establish their nature.

9. When Withdrawal Is Not Possible

9.1. The Buyer cannot withdraw from the contract in particular in cases of:

  • goods customised to the Buyer's requirements,
  • goods subject to rapid perishability,
  • goods in a sealed package that the consumer has removed from the package and which cannot be returned for hygienic reasons (typically rapid tests, calibrators, sterile-packaged IVD products).

10. Model Withdrawal Form

(complete and send only if you wish to withdraw from the contract)

Withdrawal from Contract

Addressee:
Poctailor s.r.o.
Sokolovská 428/130, Karlín
186 00 Prague, Czech Republic
Email: orders@poctailor.eu

I hereby give notice that I withdraw from the contract for the purchase of the following goods: __________________________

Date of order / date of receipt: __________________________

Order number: __________________________

Consumer's name and surname: __________________________

Consumer's address: __________________________

Please return funds to bank account number: __________________________

Consumer's signature: __________________________

Date: __________________________

11. Out-of-Court Dispute Resolution

11.1. Consumers may file a proposal for out-of-court dispute resolution with the:

Czech Trade Inspection Authority
Central Inspectorate, ADR Department
Štěpánská 15, 120 00 Prague 2, Czech Republic
Web: www.coi.cz

11.2. Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr/.

12. Contact

Poctailor s.r.o.
Company ID: 22097643
Sokolovská 428/130, Karlín, 186 00 Prague, Czech Republic
Email: servis@poctailor.eu
Phone: +420 705 505 055