Complaints and returns of goods

Complaints and Returns

At MachalaKnits, we want you to be completely satisfied with your purchase. However, if a problem arises or you wish to return an item, please find a clear guide below on how to proceed.

1. RETURNS (Withdrawal from the contract within 14 days)

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

The 14-day period runs from the day of:

  • receipt of the goods, or
  • receipt of the last item in the order (if the order was delivered in multiple parts).

Return conditions

  • You must inform us of the withdrawal within 14 days of receiving the goods.
  • The goods must be sent back within 14 days of withdrawal.
  • The goods must not be damaged, used, or incomplete.
  • If possible, return them in their original packaging.

Withdrawal is not possible, in particular, for:

  • goods customized to the customer's request,
  • goods removed from sealed hygienic packaging,
  • goods irreversibly mixed with other goods.

2. How to return goods (sending to our address)

Step-by-step procedure

1️⃣ First, contact us

To initiate a return, please fill out our online form. After submitting it, you will receive an email confirmation.

You can also send an email to:
📧 info@machalaknits.com

Please include:

  • order number
  • your name
  • the item you are returning
  • account number for the refund

2️⃣ Pack the goods carefully

  • Ideally, include a copy of the invoice or order confirmation.
  • Secure the package well against damage during transport.

3️⃣ Send the goods to our address

Send the goods to the address:

Viktar Machala
Přerovská 1200
25081, Nehvizdy
Czech Republic

⚠️ Please do not send goods cash on delivery – such shipments will not be accepted.

Return costs

  • When withdrawing from the contract within 14 days, the customer bears the return costs, unless otherwise agreed.
  • If the goods are faulty, we cover the shipping costs.

We recommend keeping proof of shipment.

3. Refunds

After receiving and checking the returned goods:

  • We will refund your payment using the same method as the original purchase, without undue delay, no later than 14 days from the withdrawal from the contract.
  • We may withhold the refund until we receive the goods or you provide proof of their shipment.
  • We refund money by the same method it was received, unless otherwise agreed.

4. Complaints (defective goods)

If you receive damaged or defective goods, we sincerely apologize. Please contact us as soon as possible.

To initiate a return, please fill out our online form. After submitting it, you will receive an email confirmation.

You can also send an email to:
📧 info@machalaknits.com
📞 +420 721 150 963

Please include:

  • order number
  • description of the defect
  • photo of the defect (if possible)

By law, you have the right to claim defects that occur within 24 months of receiving the goods.

In the case of a justified complaint, you are entitled to:

  • repair,
  • replacement of goods,
  • a reasonable discount,
  • a refund (in case of a significant defect).

We handle complaints without undue delay, no later than 30 days.

 

5. Unclaimed and uncollected shipments

If you cannot receive or collect your shipment, please let us know as soon as possible. We will gladly try to find the best solution for you. 💛

However, if a shipment is not received or collected within the specified storage period due to reasons on the customer's side and is subsequently returned to us, the customer may incur costs associated with its return.

Resending the shipment

If you wish for the shipment to be resent after its return, we will gladly send it to you. However, before resending, we require payment for the new delivery costs.

Simply not receiving or collecting a shipment is not considered withdrawal from the purchase agreement. If you wish to withdraw from the agreement, you must clearly inform us.

This, of course, does not affect your legal right to withdraw from the purchase agreement.

6. Important information

  • Please do not send goods without prior arrangement.
  • Cash-on-delivery shipments will not be accepted.
  • We recommend keeping proof of shipment.

If you are unsure about the procedure, feel free to write or call us.
We are happy to help you – we want your purchase at MachalaKnits to be a joy.