Return Policy

Return & Exchange Policy

Return & Exchange Policy

1. Returns & Exchanges

We accept returns for both defective and non-defective products within 14 days of receipt. Exchanges are also available under the same conditions.

  • Condition of Returns & Exchanges: Products must be in new, unused condition, with all original packaging, accessories, and documentation included.
  • Return Shipping: Customers are responsible for the cost of return shipping unless the product is defective.
  • Restocking Fees: No restocking fees apply.

2. Withdrawal Rights for Consumers

Consumers have the right to withdraw from the purchase agreement within 14 days of receiving their order. This period starts on:

  • The day the goods are received (for single product purchases).
  • The day the last item is received (for multi-product shipments).
  • The day the first delivery is received (for ongoing contracts).

To initiate a withdrawal, consumers must complete and submit the withdrawal form available on our website or send a written notice to:

UNKNOWN GROUP s.r.o. - Reklamace
Pražská 54
280 02 Kolin 2
Czech Republic

Returned goods must be shipped at the consumer’s cost without undue delay, and no later than 14 days after withdrawal. The return must include all accessories, be undamaged, clean, and in original packaging where possible.

3. Refund Processing

  • Refunds will be processed within 7 days of receiving the returned goods or proof of shipment.
  • Refunds will be issued via the original payment method unless otherwise agreed.
  • If products were shipped with gifts, these must also be returned. Failure to return gifts may result in an adjustment to the refund amount.

4. Exceptions & Limitations

A withdrawal or exchange may not be accepted if:

  • The product has been used beyond necessary inspection for defects.
  • The product was altered, damaged, or consumed by the customer beyond normal use.
  • The product was resold before a defect was discovered.

Consumers are responsible for any decrease in product value caused by improper handling beyond what is necessary to establish the nature and functionality of the goods.

For any questions regarding returns or withdrawals, please contact our customer support team.