Refund policy

 

Refund Policy

of the commercial company Hey Ho, Let's Go!, s.r.o. for the online store located at the address www.olioclothing.com


The Complaints Policy is intended ONLY FOR CONSUMER CUSTOMERS and forms an integral part of the General Terms and Conditions (hereinafter "T&C").

In case of any questions, you can contact us: by email: info@olioclothing.com (hereinafter "email contact").

You can find the Return Goods Form / Complaint Form here.


Where to deliver goods for a complaint? You can send or bring the goods to us after prior agreement to the address of our registered office: Osadní 869/32, Holešovice (Prague 7), 170 00 Prague. This is usually the fastest way to handle a return or complaint. You can find the Return Goods or Complaint Form here.

Return of Purchase Price
In case of full or partial withdrawal from the purchase contract within the withdrawal period, we are obliged to return the given amount for the order to the consumer, in the same payment method as when receiving the money, or to the account you choose, at the latest within 14 days from withdrawal from the purchase contract. Please note that we are authorized to return the money only when we receive the returned goods back from you or within a cancellation before sending the package.

1. HOW SHOULD OUR GOODS LOOK WHEN ACCEPTED

1.1 What properties should our goods have at the moment of their acceptance? We answer for you that the goods when accepted do not have defects. Specifically, we are responsible for the fact that at the time when you accept the goods:

  • the goods have the properties that we agreed upon, which we or the manufacturer described (including in advertising) or which you expected considering the nature of the goods;

  • the goods are suitable for the purpose that we state for their use or for which such goods of this type are usually used;

  • the goods correspond in quality or execution to the agreement of the parties and/or to a sample or model (if we proceeded from them when ordering);

  • the goods is in the corresponding quantity, measure or weight;

  • the goods meets the requirements of legal regulations.

1.2 Assumption that goods are defective. If a defect appears during the period of 12 months from acceptance of the goods, it is presumed that the goods was already defective at acceptance, unless we prove the opposite.

2. IN WHICH SITUATIONS WILL YOUR COMPLAINT NOT BE RECOGNIZED

2.1 For what defects do we not respond? We do not respond to you for defects in these cases:

  • a defect that the goods had at the time of acceptance and for such defect a discount on the purchase price was agreed;

  • a defect arose on the goods due to wear and tear caused by normal use, or if this results from the nature of the goods;

  • a defect is caused by YOU and arose from incorrect storage, incorrect maintenance, your intervention or mechanical damage, all this under conditions that do not correspond in temperature, dustiness, humidity, other environmental influences and is thus directly designated by us or the manufacturer (usually on the product insert / label) or this results from legal regulations;

  • a defect in goods that was adjusted by the customer and if the defect arose as a result of this adjustment;

  • using goods in inappropriate conditions, which do not correspond in temperature, dustiness, humidity, chemical and mechanical environmental influences, which is directly designated by the seller or manufacturer, or results from legal regulations;

  • a defect arose as a result of an external event beyond our influence (e.g., natural event).

3. WHAT TO PAY ATTENTION TO WHEN ACCEPTING GOODS?

3.1 Check the contents of our package. When accepting the goods, check it and verify its properties (especially whether you received the correct type of goods, size, whether the goods has the agreed quality, whether the goods in its packaging contains everything it should contain).

3.2 When you will not be able to complain about the goods. You do not have rights from defective performance if it concerns a defect that:

  • you had to recognize with ordinary attention already when entering into the purchase contract, or

  • if you knew before accepting the goods that the goods has a defect, or

  • if you caused the defect yourself.

4. WAS THE GOODS DAMAGED DURING TRANSPORT?

4.1 Check the package before accepting goods from the carrier. When accepting the shipment from the deliverer, check the integrity of the package. By accepting the shipment, you confirm that you accepted the shipment without evident defects. If the package is damaged, tell the carrier directly and write a damage report. The deliverer will keep the shipment. This is the easiest way to handle a complaint about a damaged shipment; the shipment will be immediately returned to us by the carrier and a new shipment will be sent to you.

4.2 You discover that goods were damaged only after opening the package. How to proceed? Inform us immediately after acceptance and discovering the defect, at the latest within 2 days from accepting the shipment. State in it the order number, email from which you ordered the goods and select from the list of ordered goods the damaged goods that you include in the complaint.

4.3 When will we no longer be able to assert a transport complaint? Please note that if you report a complaint on the 3rd and subsequent day from accepting the shipment, such complaint will with high probability not be recognized by the carrier. Due to your late complaint about the damaged shipment, damage can arise to us (the damaged shipment will not be paid by the carrier for your late complaint), and we are authorized to claim this damage from you. Keep the shipment and perform photo documentation of it (so that damaged goods, package, filling are clearly visible).

4.4 What will be the procedure after you report everything to us? After asserting a complaint about a damaged shipment, you will receive confirmation to your email. You can also contact us at any time via email contact to verify what is the status of your complaint.

5. IF YOU RECEIVED SOMETHING DIFFERENT THAN WHAT YOU ORDERED FROM US, HOW TO PROCEED?

5.1 How to proceed and what will we need to know from you? In case you received incorrectly sent goods, incorrect quantity or other color version, or completely different goods that you did not order, etc. Write us the order number, email from which you ordered the goods and select from the list of ordered goods the incorrectly sent goods that you want to return and select one of the offered reasons for returning goods or describe the arising error in your own words. We try to prevent such errors, we carefully check sent goods, but we are not completely infallible either. We apologize in advance for arising inconsistencies in the order and will do everything so that the complaint process is as comfortable for you as possible and from our side as fast as possible.

5.2 What will follow? After filling out and sending the complaint of incorrectly delivered shipment, you will receive confirmation to your email. We will check everything as fast as possible and will contact you to agree on further procedure. You can contact us at any time on our email to verify that processing of your request is already underway.

6. DISCOVERING A DEFECT OF GOODS WITHIN 14 DAYS FROM ITS ACCEPTANCE

6.1 I discover a defect of goods within 14 days from its acceptance. If you discover a defect of delivered goods within the period of 14 days from its acceptance, contact us. State in it the order number, email from which you ordered the goods and select from the list of ordered goods the damaged goods that you include in the complaint.

6.2 Complaint is not the same as the right to withdraw. Within 14 days from accepting goods, we guarantee you the right to withdraw from the purchase contract or exchange goods for other goods. But in such case, the goods must be returned back undamaged, or in sealed or hygienic packaging. Otherwise, you are responsible for the decrease in value of goods and/or there is a risk that the right to withdraw will not arise for you. If you already opened the goods and discovered a defect during one of the first uses, we recommend as the most appropriate procedure to complain about the goods.

6.3 What will follow? After asserting a complaint, you will receive confirmation to your email.

7. DISCOVERING A DEFECT OF GOODS WITHIN 24 MONTHS FROM ITS ACCEPTANCE

7.1 When to complain about defective goods. You are obliged to point out defects of goods to us (complain about it) without unnecessary delay after the defect appears. Otherwise, the court would not grant you the right from defective performance.

7.2 You are authorized to point out a defect that occurs in consumer goods, within 24 months from accepting this goods. This does not apply to goods for which on the package, label, in the manual attached to the goods or in advertising in accordance with other legal regulations the period is stated during which goods can be used. Here, the provisions on warranty for quality (contractual warranty) apply.

7.3 What will happen after 24 months expire? After unsuccessful expiration of this period (24 months), defects of goods cannot be pointed out. If this is possible for the given goods, this period is extended by the period during which you could not use the goods because it was in the process of a legitimate complaint. Although we try to handle complaints always to your satisfaction, with some products one must handle according to instructions stated on the package/label/in the insert – otherwise they will be damaged. Although in these cases the period of 24 months has not yet expired, we cannot recognize your complaint (point 2.1.3 or point 2.1.5 of this Complaints Policy).

7.4 Contractual warranty. If for the given goods a voluntary contractual warranty longer than 24 months from accepting goods was guaranteed, you will be able to point out defects of goods during this period. The period is extended by the period during which you could not use the goods because it was in the process of a legitimate complaint.

7.5 What should I do to point out a defect of goods? For the purpose of pointing out defects of goods, contact us. State in it the order number, email from which you ordered the goods and select from the list of ordered goods the defective goods that you include in the complaint. Describe the defect in your own words, you can attach photo documentation. Please also state your preferred method of handling the complaint (you are not authorized to change the chosen method of handling the complaint without our previous consent).

7.6 We will confirm acceptance of the complaint. After pointing out a defect of goods, you will receive from us confirmation of acceptance of the complaint to your email. The moment of asserting the complaint is considered the moment when we receive data about asserting the complaint of goods from you. You can contact us at any time by email to verify what is the status of your complaint.

7.7 Delivery of complained goods back to the Seller. The goods must be returned completely, undamaged (except for the complained defect), ideally in the original undamaged package, so that we can follow the principles of correct hygienic procedure.

7.8 Who bears the costs for transport of complained goods? If you request removal of the defect (repair or delivery of new goods or its part), please contact us. We will agree on the method by which the goods will be transported to us. Usually we will send you a return label, in this case we pay the costs back to us. Please note that complained goods sent by cash on delivery and/or by another method at our costs, will not be accepted from our side and will be returned back to you at your costs.

7.9 Confirmation. After receiving the complained goods, confirmation of acceptance of the shipment with complained goods and its contents will be sent to the email address designated by you.

8. HOW FAST WILL YOUR COMPLAINT BE HANDLED

8.1 When will the complaint process be closed? The Civil Code gives us a period of 30 days from pointing out the defect for handling the complaint. Within this period at most, the complaint process is closed from our side.

8.2 Assessment of the defect. However, usually within 3 business days after delivery of the necessary documentation (photos and other necessary data for assessment of the defect of goods) or delivery of the complained goods back to us, assessment of the defect is performed immediately and we will contact the customer with a preliminary opinion – most often by email. This period does not include the time needed for professional assessment of the defect (e.g., it will be necessary from our side for us to request cooperation from our supplier or manufacturer).

8.3 If the goods is defective. In case the complained goods was found to be defective, the complaint process is closed at the latest within the period of 30 days from pointing out the defect. The authorized employee can in justified cases agree a longer period with the customer. We are obliged to request you for completion of documents in the shortest possible period.

8.4 If the goods is not found to be defective. In case the goods was not found as defective, you will be informed about rejection of the complaint. We will agree on further procedure.

9. WHAT METHOD OF HANDLING COMPLAINT TO CHOOS

9.1 What will affect my options. You will have the right to request removal of the arising defect. According to your choice, you can select:

  • repair of the item;

  • delivery of a new item; or

  • delivery of a missing part.

From your side, this should not be an unreasonable request. If repair of the item will represent significant difficulties for us or this will not be an unreasonable request considering the value of the item and significance of the defect, we will tell you. We will proceed similarly if we evaluate your request for delivery of a new item as unreasonable considering the defect of goods or value of goods.

9.2 If it will concern a substantial breach of the purchase contract. If the defect will represent a substantial breach of the purchase contract, you will have the right to withdraw from the purchase contract or request an appropriate discount on the purchase price of goods.

9.3 When will it be possible to request return of the purchase price? In some situations, it will be possible to withdraw from the purchase contract and request return of the purchase price. It will not be possible in the situation where the defect of goods will not be significant. What will be the situations where you can withdraw from the purchase contract and request return of the purchase price:

  • we refuse to remove the defect of goods or we did not repair this defect within an appropriate period;

  • from our statement or from another circumstance it will be evident that the defect will not be removed within an appropriate time or without significant difficulties for the buyer;

  • the defect of goods appears repeatedly; or

  • it concerns a substantial breach of the purchase contract.

9.4 When will it further be possible to request an appropriate discount on the purchase price of goods? In some situations, you will further be able to request an appropriate discount on the purchase price. It will not be possible in the situation where the defect of goods will not be significant. What will be the situations where you can request an appropriate discount on the purchase price:

  • we refuse to remove the defect of goods or we did not repair this defect within an appropriate period;

  • from our statement or from another circumstance it will be evident that the defect will not be removed within an appropriate time or without significant difficulties for the buyer;

  • the defect of goods appears repeatedly; or

  • it concerns a substantial breach of the purchase contract.

9.5 You tell us the method of handling the complaint. If not, we will ask you. You have the obligation to tell us which right from defective performance you chose, and this when reporting the defect or without unnecessary delay after reporting the defect. You cannot change the performed choice without our consent; this does not apply in case you request repair of a defect that turns out to be unrepairable.

9.6 Return of original goods. When handling a complaint by delivery of new goods, you are obliged to return the originally delivered goods to us (unless we agree otherwise).

10. CLOSING THE COMPLAINT

10.1 If you sent goods to us for complaint. If the complained goods was sent to us for complaint by a carrier, after its handling it will be automatically sent to your address that you told us. Alternatively, we will justify rejection of the complaint.

10.2 If we return the purchase price. In case the complaint is recognized as legitimate and you legitimately request as the method of handling the complaint return of the purchase price, we will send you the purchase price paid by non-cash payment back to the bank account that you tell us, without unnecessary delay.

10.3 Acceptance of complained goods. You have the obligation to accept the complained goods at the latest within 30 days from the day when you were informed about handling the complaint. After expiration of this period, we are authorized to charge a fee for storage of goods according to § 2120 paragraph 1 in connection with § 2159 paragraph 2 of the Civil Code. The daily fee for storage is charged in amount of 20 CZK.

10.4 Sale of not-collected goods. If you do not collect goods from handled complaint within 6 months from the day when you were informed about handling, we reserve the right to sell the goods and use the proceeds for payment of storage fees.

10.5 Obligation when accepting complained goods. You further have the obligation when accepting to check the completeness of complained goods, especially that the shipment with goods contains everything it should contain. To later objections, no consideration will be given anymore.

11. FINAL PART

11.1 Rights arising from the law. Rights of the customer arising from the law are not affected by this Complaints Policy.

11.2 Validity. This Complaints Policy (intended only for consumers) is valid from June 13, 2026 and cancels the validity of previous Complaints Policies.