Returns, Complaints and Refunds

1. Withdrawal from the Contract within 14 Days (Return Without Reason)

As a consumer, you have the right to withdraw from the purchase contract within 14 days from the day you receive the goods, without giving any reason.

Withdrawal procedure:

Please inform us by e-mail at info@shard-art.com that you are withdrawing from the contract.

In your message, please include:

order number
full name
date of receipt of the goods

Please send the goods back undamaged, unused, and preferably in the original packaging to the following address:

Shardart s.r.o.
Sadová 744
Nový Bor, 473 01
Czech Republic

After receiving the returned goods, we will refund your payment.

Refund period

We will issue the refund no later than 14 days from the date we receive the returned goods.
The refund will be made using the same payment method that was used for the purchase, unless we agree otherwise.

Return shipping costs

The cost of returning the goods is borne by the customer.

2. Condition of Returned Goods

Returned goods must be:

clean, undamaged, and unused,
securely packed to prevent damage during transport.

We recommend using the original transport packaging, which provides proper protection for the product.

3. Exceptions to the Right of Return

Returns are not possible for goods:

that have been visibly used or damaged,
that have been customized or made to order at the customer's request.

These exceptions are based on Section 1837 of the Czech Civil Code.

4. Complaints (Defective or Damaged Goods)

If your order arrives damaged, incomplete, or defective, please contact us as soon as possible at info@shard-art.com.

Complaint procedure:

Please send an e-mail including:

order number
description of the issue
photographs showing the defect or damage

We will contact you within 3 business days with further instructions.

If the complaint is accepted, we will arrange repair, replacement, or a refund.

We will resolve the complaint no later than 30 days from the date it is submitted, unless agreed otherwise.

The cost of returning the complained goods is borne by the seller in the case of a justified complaint.

5. Where to Send Returned or Complained Goods