Returns and Complaints

FREE RETURNS

Would you like to return purchased goods that are unused and unwashed within the statutory 14-day period? No problem at all. Returns with us are free ♥

How does it work?

Step 1: Pack the product you wish to return in its original packaging and place it in the cardboard box in which your order was delivered. If you no longer have this box, please pack the product in a way that prevents it from being damaged during transport.

Step 2: Please download and complete this Moniel Withdrawal Form. Print the form, sign it and place it inside the package with the returned goods.

Step 3: Take the package to the nearest Zásilkovna drop-off point and provide this return code: 96000853. You do not need to print any label and the package will be sent directly to our warehouse. You can find the list of drop-off points here.

That’s all! As soon as we receive and inspect the package, we will immediately refund your money. By law we have 14 days to do so, but in most cases we return the money right after the package has been inspected.

 

EXCHANGE OF GOODS

Does the size or color not suit you, or do you need to exchange the product for another reason? Below you will find simple instructions:

Step 1: Create a new order for the product in the size, color, or version you prefer. Our colleagues will immediately start working to ensure that the package with the new product reaches you as quickly as possible.

Step 2: Pack the product you wish to return in its original packaging and place it in the cardboard box in which your order was delivered. If you no longer have this box, please pack the product in a way that prevents it from being damaged during transport.

Step 3: Please download and complete this Moniel Withdrawal Form. Print the form, sign it and place it inside the package with the returned goods.

Step 4: Take the package to the nearest Zásilkovna drop-off point and provide this return code: 96000853. You do not need to print any label and the package will be sent directly to our warehouse. You can find the list of drop-off points here.

We will send the new product immediately so you will receive it soon and do not need to wait until the originally ordered item arrives back to us. As soon as we receive and inspect the returned package, we will immediately refund your money. By law we have 14 days to do so, but in most cases we return the money right after the package has been inspected.

 

COMPLAINTS

Have you purchased goods from us that are not in proper condition or have deteriorated during use within the statutory warranty period? We are very sorry to hear that and will do everything we can to resolve your complaint as quickly as possible. How should you proceed?

Step 1:  Send us an email at zakaznici@moniel.cz describing the issue. Please attach photos clearly showing the defect and a completed Moniel Complaint Form.

Step 2: We will start handling the complaint immediately and promptly propose the solution that will be most convenient for you.