Return Policy


Exchange, return, complaint


  1. The buyer has the right to exchange, return and claim the goods.
  2. For the exchange, return and complaint of goods purchased through our online shop, the buyer is provided with an online form for exchange/return/complaint of the order (hereinafter referred to as the "complaint assistant"). When completing the Complaints Assistant, the Buyer will be offered a method of exchange/return/complaint according to the category of goods. The Buyer will then follow the instructions in the interface of the Complaints Assistant. The Complaints Assistant will provide the Buyer with all the necessary information to process the respective exchange/return/complaint (request). After the Buyer has completed the Complaints Assistant, the Seller will confirm receipt of the request by email.
  3. The seller is liable for proven manufacturing defects in the goods. The buyer has the right to return/complain about the goods through the complaints assistant on our website Exchange, return and complaint | Brandify. By exercising the Buyer's right to return/recommend the goods via the Complaints Assistant, the Seller undertakes, upon receipt of this request, to email the Buyer an acknowledgement of receipt. The Buyer is also informed by e-mail of the subsequent processing of his request. Returns/complaints are always resolved by refunding the funds for the goods to the Buyer's bank account within a statutory period of fourteen (14) days from the date of the request, of which the Buyer is notified in advance when completing the Complaints Assistant. If the Seller's receipt of the subject of the return/complaint occurs on a day later than the day on which the return/complaint is made, the time limits for processing the return/complaint pursuant to this paragraph shall commence from the date of the Seller's receipt of the subject of the return/complaint; however, at the latest from the moment when the Seller prevents or prevents the Seller from taking receipt of the subject of the return/complaint.
  4. In case of unsatisfactory/incorrect size of the goods, the buyer has the option to exchange the size of the ordered goods. The buyer shall make the request for exchange of goods via contact formular. Upon receipt of this request, the Seller undertakes to send the Buyer an email confirmation of its receipt.  The Buyer is also informed by e-mail of the subsequent processing of his request and of the sending of the new goods in the requested size. The Seller undertakes to comply with the Buyer's request to exchange the size of the goods, if the requested size of the goods is available. The Seller shall normally dispatch the replaced goods in the requested size within thirty (30) days from the date of receipt of the goods in the non-conforming/incorrect size.In the event of replacement of the goods with conforming/correct size, a new warranty period shall commence from the date of receipt.
  5. In case of exchange and return, the goods must meet the following criteria: the goods have not been washed, worn and show no signs of use.They must also have the original tags and be sent to the seller in the original packaging. The buyer is informed of these facts when completing the Complaints Assistant, to which he agrees. In the event that the Buyer sends back the shoes in the original box, this box must not be used as the outer packaging for the delivery of the goods. The Buyer shall be liable for any diminution in the value of the goods resulting from such handling resulting in the impossibility of reintroducing the goods for sale as full-value goods.
  6. The method of handling a complaint identified by the system in the interface of the complaint assistant on the Seller's website is communicated to the Buyer directly when filling it out, in complex cases no later than three (3) working days from the date of the complaint, in justified cases, especially if a complex technical assessment of the condition of the goods is required, no later than thirty (30) days from the date of the complaint of the goods. Once the method of handling the complaint has been determined, the complaint shall be handled immediately; in justified cases, the complaint may also be handled later; however, the handling of the complaint shall not take longer than thirty (30) days from the date of the complaint. If the acceptance of the subject of the complaint by the Seller occurs on a date later than the date of the complaint, the time limits for the settlement of the complaint under this paragraph shall begin to run from the date of acceptance of the subject of the complaint by the Seller; however, at the latest from the moment when the Seller makes it impossible or prevents the acceptance of the subject of the complaint.
  7. If a claim is made by the Buyer within the first twelve 12 months of purchase, the Seller may settle the claim by rejecting it, subject to the provisions of Article VII,  of these Terms and Conditions, or a written professional assessment (regardless of the outcome of the professional assessment, the Buyer may not be required to pay the cost of the professional assessment or any other costs associated with the professional assessment).The warranty period shall not expire while the professional assessment is being carried out. If the professional assessment proves the Seller's liability for the defect, the Seller shall be obliged to settle the claim by refunding the Buyer in accordance with Clause 3 of this Article.
    The Buyer shall be informed of the outcome of the claim immediately after the claim procedure has been completed by e-mail.
    In the event of a claim, the Buyer shall inform the Seller of his/her request by completing the online form for the exchange, return and claim of the goods and, in the event of physical shipment of the goods, shall send the goods packed in packaging suitable for transport together with a printed summary of the claim to the Seller's address.