How to make a complaint?

Do you need to make a complaint about a product or service you purchased? We handle complaints as quickly as possible and always try to find the best solution. Please follow the recommended procedure below:

1. Email us at reklamace@dortisimo.cz and include your order number.
2. Attach a photo of the issue.
3. We will let you know what to do next.
4. We recommend attaching a copy of the receipt, invoice or another document proving the purchase of the goods.

How to withdraw from the contract

1. You may withdraw from the purchase contract within up to 30 days (the standard period is 14 days) from receiving goods purchased through our online shop if you have inspected the goods and, for any reason, they do not suit you.
2. The easiest way to notify us of your decision is by using the simple online goods return form . By submitting it, you notify us that you are withdrawing from the purchase contract. You can also inform us by email at reklamace@dortisimo.cz or by post together with the returned goods.
3. To meet the withdrawal deadline, it is sufficient to send your notice of withdrawal before the deadline expires. If you withdraw from the contract, we will refund all payments received from you without undue delay, including delivery costs up to the amount charged for the least expensive delivery method we offer. We will issue the refund only after receiving the returned unused goods.
4. When withdrawing from the contract, you will bear only the costs associated with returning the goods. You are liable only for any reduction in the value of the goods resulting from handling them beyond what was necessary to establish their nature, characteristics and functioning.
5. When returning goods, please bear in mind that parcels may be handled roughly during transport. Pack the goods carefully to prevent damage.