Returns, exchanges, complaints
Returning Goods Within 14 Days
When a purchase contract is concluded remotely (e.g., in an online store), the buyer has the right under the Civil Code to withdraw from the contract without giving any reason within 14 days of receiving the goods.
Please follow the instructions below. We will process everything as soon as possible.
Please return the goods unused, clean, and FREE OF HAIR, preferably in the original packaging, including tags, documentation, and all additional accessories.
Always include a covering letter in the package — print and fill in the prepared form (you can find it attached to the first order confirmation email), or write a handwritten letter including all required information from the form.
Send the package to (never cash on delivery):
Barbora Pulpánová, Duhová 787, Hodkovice nad Mohelkou 46342
Provide the courier with this phone number: 607 253 790, and optionally the email: info@sweetenergy.cz
Exchange of Goods
Didn’t choose the right size? Don’t worry — we will sort it out. Please follow this procedure:
Return the goods unused (FREE OF HAIR), clean, and preferably in the original packaging, including tags, documentation, and all additional accessories.
Include in the package: the order number, the size you want to exchange for, and the bank account number to which we should refund any price difference if the requested size is cheaper than the originally purchased one.
Send to:
Barbora Pulpánová, Duhová 787, Hodkovice nad Mohelkou 46342, Czech Republic
Please give the courier this contact: +420 607 253 790
Or send to a Zásilkovna pickup point:
Knížky u Tlapky, 1. máje 354/45, Liberec
Phone: +420 607 253 790, email: info@sweetenergy.cz
When returning all ordered goods, the customer is refunded the full purchase price including the charged shipping cost. When returning only part of the order (i.e., the customer keeps some items), only the purchase price of the returned goods is refunded, without shipping costs.
In the case of withdrawal from the contract, the law allows charging the actual costs incurred in connection with the exchange or return of goods. When refunding money via bank transfer, no fee is charged — therefore, please always include your bank account number.
If you exchange goods for other items, the actual cost incurred is the postage.
If you are unsure how to proceed with an exchange, please write to info@sweetenergy.cz
Claims (Complaints)
Even though we sell only verified and high-quality goods, it may still happen that a product needs to be claimed. Please contact us first by email at info@sweetenergy.cz
(include your name, order/invoice number, and the name of the claimed product). We will inform you promptly about the next steps.
The customer must report a defect immediately after discovering it and, after receiving instructions from us, send the claimed product to us without delay, if requested.
Do not send goods cash on delivery!