Refund & Warranty Claims Policy

Statutory Liability for Defect Remediation

While custom goods are fully exempt from zero-reason, remorse-driven returns, they remain fully protected by standard statutory warranty guidelines under Czech consumer protection law. The Seller guarantees that the final delivered items match technical workshop parameters, are free from defects upon receipt, and match the exact color/part selections logged by the customizer data matrix during checkout.

Handmade Product Characteristics and Variance 

The Buyer explicitly acknowledges that Creyones products are individual, handmade goods. Due to the artisanal techniques, manual assembly, and unique material properties inherent to custom workshop production, every single item made by the Creyones brand will features minor variations from another item of the same model. These minor structural, cosmetic, or proportional variances are characteristic traits of artisan craftsmanship and do not constitute manufacturing defects under the warranty guidelines.

Warranty Terms & Wear and Tear Limitations 

The consumer holds the explicit right to assert claims arising from manufacturing or material defects occurring in consumer products within a period of 24 months from the actual delivery receipt, as mandated under Section 2165(1) of the Czech Civil Code.

The warranty does not cover, and liability will not be assumed for, defects or damage resulting from:

• Standard product wear and tear.

• Improper use, mechanical damage, or forced damage (e.g., forced zippers, punctures).

• Long-term exposure to sunlight or extreme elements.

• Improper and insufficient care, or neglect of standard usage/cleaning recommendations.

• Third-party intervention, third-party repair, or unauthorized modification of the product.

• An accident, natural elements, or higher power (force majeure).

Irreparable Defects, Discounts, and Second-Quality Goods

• If the product has an irreparable defect that does not prevent further safe use, the customer has the right to a reasonable discount. Defects for which a discount has been granted cannot be claimed again.

• Complaints cannot also be applied to goods sold as "second quality" or flawed, where a price discount was already taken into account and applied at the time of purchase.

Hygiene Requirements for Claim Submissions

The Seller reserves the right to maintain strict workplace safety and hygiene standards. We only accept returned goods for warranty evaluation that are completely integrated, thoroughly cleaned, free of all impurities, and hygienically sanitized,

Binding Rejection Clause: Creyones is legally entitled to refuse to accept any item for a warranty claim if it does not comply with these general hygiene principles or if it shows clear evidence of damage due to disregard of proper usage recommendations.

Shipping and Packaging for Warranty Claims 

The goods must be sent by the buyer to the provided Creyones address, preferably in the original packaging. Complaints about new defects caused directly by the transport of goods in inadequate packaging during return transit will not be taken into account.

Shipping costs associated with initiating product complaints are initially paid by the buyer. If the complaint is evaluated and approved as a valid, justified manufacturing defect, the Seller will reimburse the buyer for their reasonably incurred shipping costs in accordance with Czech consumer law. If the claim is rejected as invalid, all transport costs remain with the buyer.

Processing Claims (VYŘÍZENÍ REKLAMACE)

All warranty claims must be filed immediately via email to info@creyones.com. Pursuant to Section 19 of the Czech Consumer Protection Act, the Seller will evaluate and resolve the claim, including necessary repair or replacement, within a maximum statutory limit of 30 calendar days.