Complaints and returns of goods

Complaints and Returns

At MachalaKnits, we want you to be completely satisfied with your purchase. If a problem arises or you wish to return an item, below is a clear guide 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 stating a 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 your 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, especially for:

goods customized at the customer's request,
goods removed from sealed hygienic packaging,
goods irrevocably 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 goods you are returning
bank account number for the refund

2️⃣ Pack the goods carefully

Ideally, include a copy of the invoice or order confirmation.
Securely protect the package 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

Upon receipt and inspection of 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 dispatch.
We refund money using the same method it was received, unless we agree otherwise.

4. Complaints (faulty goods)

If you receive damaged or faulty goods, we are very sorry. 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