Refund policy

Returns

You may return goods purchased in our online store without giving any reason within 14 days of receipt. Send us a notice of withdrawal from the contract (you can use the model form in our Terms and Conditions) by email to lenabrauner@lenabrauner.art or by post to svartur s.r.o., Mánesova 812/6, 120 00 Prague 2, Czech Republic, and send the goods back to us within 14 days. The costs of returning the goods are borne by the buyer. We will refund your money within 14 days of the withdrawal, but not before we receive the returned goods.

Complaints Procedure

This Complaints Procedure sets out the method and conditions for making complaints about defects in goods purchased from our company through the online store:

svartur s.r.o.
Company ID (IČO): 054 67 993
Mánesova 812/6, Prague 2, 120 00, Czech Republic
Phone: +420 732 212 141 (10 am – 6 pm)
Email: lenabrauner@lenabrauner.art

1. What defects are we liable for?

As the seller, we are liable for the goods being in conformity with the contract and free from defects upon receipt. This means that the goods:

• have the properties agreed between us, described by us, or that you could expect given the nature of the goods and on the basis of advertising;
• are in the appropriate quantity, measure or weight; and
• comply with the requirements of legal regulations.

Differences between colour shades in reality and on electronic display devices cannot be considered a defect of the goods.

If a defect becomes apparent within six months of receipt, the goods are deemed to have been defective upon receipt.

We are also liable to consumers for defects not occurring during the warranty period. If you are not a consumer, no quality guarantee is provided to you. Article 2 applies to consumers only.

2. What is the warranty period?

For consumer goods, the warranty period is twenty-four months from receipt of the goods, unless a longer warranty period is stated in the web interface or in the documents enclosed with the goods.

3. What rights do you have in case of a defect?

If a defect of the goods appears during the warranty period, you have the right to have us bring the goods into conformity with the purchase contract free of charge and without undue delay, at your choice either by repairing the goods or by supplying new (identical) goods without defects. If this is not possible, you may request a reasonable price reduction or withdraw from the contract (i.e. request a refund).

You are also entitled to a reasonable price reduction if we are unable to supply new goods without defects, if we do not provide a remedy within a reasonable time, or if providing a remedy would cause you significant difficulties.

You are not entitled to withdraw from the contract or to request new goods if you cannot return the goods in the condition in which you received them (except in the cases set out in Section 2110 of the Civil Code).

4. When can rights from defective performance not be exercised?

You are not entitled to rights from defective performance if:

• you knew about the defect before taking over the goods;
• you caused the defect yourself;
• the warranty period has expired.

Furthermore, the warranty and liability for defects do not cover:

• wear and tear of the goods caused by their use;
• defects caused by improper use of the goods, failure to follow instructions, inappropriate maintenance or improper storage.

We are not liable for injury to persons, or damage to property and goods, caused by improper handling, misuse of the goods or negligence.

Please note that we are not liable for deficiencies of the goods arising solely from the fact that the electronic data obtained through the order were incomplete or entered in an incorrect format.

5. How to make a complaint

Please make your complaint to our company without undue delay after discovering the defect.

A complaint can be made as follows:

• for faster handling, you may inform us of your complaint in advance by phone, email or in writing;
• deliver the claimed goods (not cash on delivery, which we do not accept) to our contact address (or to the address of the person designated to carry out repairs), to any of our establishments, or to the address of our registered office.

When sending the goods, please pack them in suitable packaging to prevent damage or destruction.

We recommend enclosing proof of purchase or a tax document (invoice), if one was issued, or another document proving the purchase of the goods, together with a description of the defect and a proposal for how the complaint should be resolved. Failure to provide any of these documents does not prevent the complaint from being resolved in your favour in accordance with the law.

The moment a complaint is made is the moment when we were notified of the defect and the right arising from liability for defects of the sold goods was exercised.

We handle complaints without undue delay, but no later than 30 days from the date the complaint was made, unless we agree otherwise. We will issue you with written confirmation of the complaint and of how it was resolved.

In the case of a disputed complaint, we will decide whether to accept it within three working days from the date the complaint was made.

This Complaints Procedure is valid and effective from 18 June 2025.