Refund policy

At MachalaKnits , we want you to be completely satisfied with your purchase. If you still have a problem or would like to return an item, below is a clear guide on how to proceed.

1. RETURN OF GOODS (Withdrawal from the contract within 14 days)

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

The 14-day period runs from:

  • receipt of goods, or
  • receiving the last item of 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, excessively used or incomplete.
  • If possible, return it in its original packaging.

Withdrawal is not possible in particular for:

  • goods customized to customer requirements,
  • goods removed from sealed hygienic packaging,
  • goods irreversibly mixed with other goods.

2. How to return goods via Zásilkovna (return code)

To make returns as easy as possible, we allow you to send them via Zásilkovna using a return code .

Step by step procedure

1️⃣ Contact us first
Send an email to:
📧 info@machalaknits.com

Please specify:

  • order number
  • your name
  • the goods you are returning
  • refund account number

2️⃣ We will send you a return code
We will then send you an email with a code for submitting the shipment to the Shipping Office .

3️⃣ Pack the goods carefully

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

4️⃣ Take the package to any Post Office branch

  • Tell the operator that you want to send the package using a return code.
  • Dictate the code.
  • There is no need to print the label.

5️⃣ Keep your receipt of submission
Keep the receipt until the refund is processed.

Return costs

  • If you withdraw from the contract within 14 days, the customer pays the return costs, unless otherwise agreed.
  • If the goods are defective, we will cover the shipping costs.

3. Refund

After receiving and inspecting the returned goods:

  • We will refund your money no later than 14 days after you withdraw from the contract .
  • We can wait to refund the money until we receive the goods or you provide proof of their shipment.
  • We return the money in the same way it was received, unless we agree otherwise.

4. Complaints (defective goods)

If you receive damaged or defective goods, we are very sorry. Please contact us as soon as possible.

📧 info@machalaknits.com
📞 +420 721 150 963

Please specify:

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

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

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

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

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

5. Important information

  • Please do not send goods without prior arrangement.
  • Shipments sent on delivery will not be accepted.
  • We recommend that you keep proof of shipment.

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