Returns and complaints policy

Seller:
Frantisek Schramm ml. – PAPAcou
Business registration number (IČO): 50 073 486
Karpatske nam. 7770/10a
831 06 Bratislava – Rača
Slovak Republic
Email: papacou26@gmail.com

This policy governs withdrawal from a contract and complaints concerning consumer purchases from the PAPAcou online store, including customers in Slovakia and Czechia.

A. Returns without giving a reason

1. Right of withdrawal

For standard, non-personalised goods purchased online, you have the right to withdraw from the contract without giving a reason within 14 calendar days of receipt of the goods by you or a person designated by you other than the carrier.

If goods from one order are delivered separately, the period begins upon receipt of the last item. For goods consisting of several parts, it begins upon receipt of the last part.

If the final day falls on a Saturday, Sunday or public holiday, the period ends on the next working day.

2. How to withdraw

Send an unambiguous withdrawal notice by email to papacou26@gmail.com or in writing to the seller’s address above.

Include your name and details identifying the purchase, ideally the order number and the goods concerned. You may use the model form at the end of this policy, but this is not mandatory.

Sending the notice before the period expires is sufficient to meet the deadline. Withdrawal does not require our prior approval.

3. Returning the goods

Send or hand over the goods within 14 days of withdrawal to:

Frantisek Schramm ml. – PAPAcou
Karpatske nam. 7770/10a
831 06 Bratislava – Rača
Slovak Republic

You meet the deadline if you send the goods before it expires. We recommend secure packaging and keeping proof of dispatch. Original packaging is not a condition of statutory withdrawal.

For withdrawal without giving a reason, the customer bears the direct cost of returning the goods if properly informed of this obligation before the contract was concluded. Otherwise, the seller bears that cost.

We do not charge a flat fee for accepting or restocking returned goods.

4. Refunds

For withdrawal from the entire contract, we refund the payments received, including the original delivery costs, within 14 days of receiving the withdrawal notice.

If you chose a more expensive delivery method, such as express shipping, we refund the original delivery costs only up to the price of the least expensive standard delivery method available at the time of purchase.

For partial withdrawal, we refund payments corresponding to the relevant part of the contract as required by law.

We may withhold the refund until we receive the goods or proof that they have been sent back, whichever occurs first. This does not apply if we offered to collect the goods ourselves.

We refund the payment using the same method by which we received it, unless we expressly agree on another method at no additional cost to you.

5. Handling the goods

You may inspect and try the goods to the extent needed to establish their characteristics and functioning. Unpacking alone does not exclude the right of withdrawal.

You are liable only for diminished value resulting from handling beyond this extent, provided you were properly informed of the right of withdrawal. Any claim for compensation for diminished value is made in accordance with the law; it is not an automatic or flat return fee.

6. Personalised and made-to-measure products

The statutory right to withdraw without giving a reason does not apply to goods made to the consumer’s specifications, made to measure or clearly personalised, for example by engraving a name, initials, text, logo or custom image.

Hand production, production after ordering, or selection from standard catalogue options does not automatically exclude the right of withdrawal. The exception is assessed according to the actual customisation of the specific product.

We inform the customer of the application of this exception before the contract is concluded.

This exception does not limit statutory rights concerning defective or incorrectly delivered goods. Complaints may also be made about personalised products; the customer’s rights are not limited to manufacturing defects.

7. Exchange of non-defective goods

A voluntary exchange of non-defective goods may be agreed individually by email at papacou26@gmail.com. This does not affect the statutory right of withdrawal.

B. Complaints procedure

1. Liability for defects

PAPAcou is liable for defects to the extent provided by applicable law. Statutory rights concerning defects also apply to made-to-measure and personalised products.

For new goods, the consumer may exercise statutory rights concerning defects that become apparent within two years of delivery, subject to the conditions laid down by law.

2. Nature of handmade leather products

Our products are handmade from natural materials, mainly leather. Leather may have a natural texture, scars, wrinkles and colour variations. It may develop a patina and change in softness with use.

These characteristics do not necessarily constitute a defect in themselves, provided they correspond to the description, the agreed product characteristics and the quality that can reasonably be expected.

Hand production and engraving technology do not exclude liability for defects. A discrepancy with the agreed text, design, finish or other agreed characteristics may be grounds for a complaint.

If a product exactly matches incorrect text or materials supplied and approved by the customer, the error in those materials will generally not constitute a defect caused by the seller. This does not affect the seller’s statutory obligations.

3. How to make a complaint

You can make a complaint by email to papacou26@gmail.com or in writing to the seller’s address at the start of this policy.

Include your name, contact details, details identifying the purchase and a description of the defect. An order number and a photograph of the defect help us handle the complaint, but a photograph is not a condition for accepting it.

After receiving the complaint, we will inform you of the next steps and whether the product needs to be sent for assessment.

4. Resolving the complaint

For a valid complaint, subject to statutory conditions, you are entitled to repair or replacement of the goods, or, where applicable, an appropriate price reduction or withdrawal from the contract and a refund.

The specific rights and conditions for exercising them are governed by applicable law. The seller does not arbitrarily determine the remedy at the expense of the customer’s statutory rights.

We will arrange repair or replacement free of charge, within a reasonable time and without significant inconvenience to the customer.

5. Confirmation and handling period

We will provide written confirmation that the complaint has been made and state the period for handling it.

We will handle the complaint without undue delay, no later than 30 days after it is made. We will inform you of the outcome in writing, usually by email.

If we deny liability for the defect, we will give the reasons in writing. This does not affect your right to pursue statutory claims.

6. Complaint costs

For a valid complaint, the seller bears the necessary costs of handling it, including necessary transport of the goods.

Before sending the product concerned, contact us so we can agree on a suitable shipping method. This recommendation is not a condition for making a complaint.

Rejection of a complaint does not automatically oblige the customer to pay a flat fee for assessment or handling.

7. Damage from use

Damage caused by the customer, normal wear consistent with use, or damage caused by incorrect use or maintenance is not considered a defect for which the seller is liable.

We assess each case individually. These provisions do not limit statutory liability for defects in the goods or non-conformity with agreed characteristics.

C. Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract.

To:
Frantisek Schramm ml. – PAPAcou
Karpatske nam. 7770/10a
831 06 Bratislava – Rača
Slovak Republic
Email: papacou26@gmail.com

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

Goods: ____________________

Order number, if known: ____________________

Order date: ____________________

Date received: ____________________

Full name: ____________________

Address: ____________________

Email or other contact: ____________________

Date: ____________________

Signature, only for a paper notice: ____________________

D. Final provisions

This policy does not limit the consumer’s rights under applicable law, including mandatory consumer protection provisions in the country of their habitual residence.

If you have questions, contact us at papacou26@gmail.com.