Complaints & Returns
Last updated: 2026-05-13
Draft for legal review. The text below covers the points required by Czech law (Act 89/2012 Sb., 634/1992 Sb., GDPR) and by payment gateway operators. Please have it reviewed by counsel before go-live.
This document describes how the Buyer can claim rights from defective performance and how the Seller handles complaints, in accordance with §§ 2099 ff. and §§ 2165 ff. of the Czech Civil Code and Act 634/1992 Sb. on Consumer Protection.
Quality on takeover
The Seller is liable for ensuring that the goods are free of defects when the Buyer takes them over, in particular: the goods have the agreed properties, are suitable for the usual purpose, correspond to the description and quantity, and comply with applicable food regulations.
Time limit for claims
Perishable products (fresh bread and pastry): defects must be reported without undue delay, no later than 24 hours after receipt of the goods. Non-perishable goods: the Buyer may exercise the right from a defect within 24 months of receipt.
How to file a complaint
Send us an e-mail to the address shown in the footer with: your order number, a description of the defect, a photo where relevant, and your preferred remedy (replacement, discount or refund). We will confirm receipt of the complaint without delay.
Handling and time limit
For consumers, the Seller will decide on the complaint immediately, in complex cases within 3 working days, and will resolve it - including any remedy - no later than 30 days from the day it was filed, unless a longer period is agreed with the Buyer.
Refunds
Where a refund is the agreed remedy, the Seller will return the price by the same method used by the Buyer for payment, no later than 14 days from acknowledgement of the complaint, unless the Buyer agrees to a different method that incurs no extra costs.
Order cancellation by the Buyer
Before baking starts, the Buyer may cancel an order free of charge by contacting customer service. After baking has started, the order can no longer be cancelled because the goods are produced to order.
Order cancellation by the Seller
The Seller may cancel an order, in particular if the goods cannot be produced or delivered. In such case the Seller refunds the full price to the Buyer no later than 14 days after notification of cancellation.