Refund policy
Return and Exchange Policy
We have a 14-day return policy, which means you have 14 calendar days after receiving your item to request a return. This applies to purchases made via distance communication (e.g., our e-shop) and only if you are a consumer (i.e. a natural person not purchasing in the course of business).
To be eligible for a return, your item must be in the same condition that you received it. You are entitled to test the item in order to determine its nature, characteristics, and functionality, but it must not show signs of wear beyond normal use. You do not have to return the goods in their original packaging, but if returning them in a degraded state, we may deduct the cost of restoring them to resaleable condition from your refund.
You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at burda@hw.cz. Please note that returns will need to be sent to the following address:
Formanská 296, 149 00 Praha 4, Czechia
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at burda@hw.cz.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If you return a damaged item, we may deduct compensation for damage from your refund—but only if we can demonstrate the damage and its value.
Exceptions / non-returnable items
You may not withdraw from the contract and return goods in the following cases (in line with Section 1837 of the Civil Code):
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Goods that have been made to your specifications or clearly personalized
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Perishable goods or goods that have been irreversibly mixed with others after delivery
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Sealed items that were unsealed after delivery and cannot be returned for health or hygiene reasons
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Audio/video recordings or computer software if their original packaging has been damaged
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Newspapers, periodicals, or magazines
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Services that have been fully provided with your prior consent before the 14-day period expires
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Repairs or maintenance carried out at a location designated by you, with exceptions for follow-up services
Unfortunately, we also do not accept returns on gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-day cooling off period
If the merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 calendar days for any reason and without justification. The 14-day period starts the day after you receive the item (or last item in the case of multiple shipments).
You must notify us of your intention to withdraw in writing within the 14-day period. Goods must then be returned without undue delay and within 14 days of your written withdrawal notice. We recommend including proof of purchase and preferably a completed Consumer Withdrawal Form (which can be found below and sent with your order) with your return.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, we’ll refund the purchase price using your original payment method, no later than 14 days after receiving your notice of withdrawal. However, we may withhold the refund until we have received the returned goods or proof that you’ve sent them back—whichever comes first.
Shipping costs will be refunded up to the amount corresponding to the cheapest shipping method we offer.
Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return and you haven’t received your refund, please contact us at burda@hw.cz.
Complaints and out-of-court dispute resolution
If you have a complaint, you can reach us at obchod@hw.cz or in writing at:
HW server s.r.o., Formanská 296, 149 00 Praha 4, Czech Republic
You may also contact the Czech Trade Inspection Authority (www.coi.cz), with its registered office at Štěpánská 567/15, 120 00 Prague 2, ID: 00020869, which is responsible for out-of-court resolution of consumer disputes.
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Consumer Withdrawal Form
Seller: HW server s.r.o., Formanská 296, 149 00 Praha 415
Buyer: …………………………………………………………………….…………
Order number: ……………………………………………………………..……….
Specification of ordered goods: ……………………………………………………
……………………………………………………
……………………………………………………
Total value of goods (CZK): ……………………………………………………
Delivery from Seller to Buyer (CZK): …………………………….……………..
As per Section 1829(1) in conjunction with Section 1818 of Act No. 89/2012 Coll., Civil Code, I hereby exercise my statutory right to withdraw from the purchase agreement concluded online, concerning the goods specified above.
I am returning the goods along with this notice of withdrawal and request the refund of the purchase price in the amount of .................. CZK, as well as reimbursement of the delivery costs from Seller to Buyer, to be transferred to my bank account number ...................................... within 14 days of receipt of this withdrawal form and the returned goods.
I acknowledge that the Seller is only obliged to refund delivery costs up to the amount corresponding to the cheapest delivery method offered by the Seller.
I also acknowledge that the cost of returning the goods to the Seller is the sole responsibility of the withdrawing consumer.
Date ……………………..
……………………………………………
Name and surname of consumer
…………………………………………..
Handwritten signature