Returns

I. Introductory Provisions

1. This complaint procedure governs the method and conditions for complaints regarding goods purchased through the online shop www.ciaospritz.cz from Rcaffe s.r.o., ID No.: 27225569.
2. The complaint procedure is prepared in accordance with Act No. 89/2012 Coll. (Civil Code) and Act No. 634/1992 Coll. (on consumer protection).
3. Complaints apply only to goods purchased from the seller, where the complaint is filed within the warranty period.

II. Specifics of Alcoholic Beverages

What can be claimed

• Damaged or leaking bottle or can upon delivery
• Spoiled or obviously defective goods (e.g., the beverage clearly does not match declared quality, is cloudy, curdled, moldy)
• Expired best-before date at the time of delivery
• Wrong product — you received different goods than ordered
• Missing goods in the shipment or incorrect quantity
• Mechanical damage caused during production or packaging (broken cap, cracked container)

What cannot be claimed

• Subjective evaluation of taste, smell, or appearance ("I don't like it")
• Opened goods without defect — wine or aperitif are food products and cannot be returned after opening for hygiene reasons
• Defects caused by improper storage after receipt (e.g., exposure to heat, frost, direct sunlight)
• Defects caused by mechanical damage after receipt
• Beverage changes caused by natural development (sediment in wine, mild reduction in carbonation after long storage, etc.)

III. Warranty Period and Best-Before Date

1. For alcoholic beverages, the standard 24-month warranty period does not apply — they are subject to the best-before date stated on the product packaging.
2. Goods can be claimed until the best-before date stated on the packaging, provided storage conditions have been met.
3. For damaged packaging or incorrect delivery, complaints must be filed no later than within 2 business days of receipt.

IV. How to Submit a Complaint

You can submit a complaint in any of the following ways:

📞 By phone

✉️ By e-mail

🏪 In person at the premises

V. What We Need for a Complaint

For quick and smooth complaint resolution, please provide us with:

1. Order number or proof of purchase (invoice/receipt)
2. Defect description — what specifically is wrong with the product
3. Photos — photograph the damaged goods and packaging (preferably from multiple angles)
4. Your contact details — name, phone, e-mail, possibly address
5. Your preferred resolution method — replacement, discount, or refund

VI. Possible Complaint Resolution Methods

For a justified complaint, you have the right to:

• Replacement with new goods of the same kind
• Reasonable discount from the purchase price
• Refund — withdrawal from the contract in case of a substantial defect or recurring defect

We will agree on the specific resolution method individually based on the nature of the defect and your preferences.

VII. Complaint Resolution Period

1. We will decide on the complaint immediately, in more complex cases within 3 business days.
2. The complaint, including defect resolution, must be settled no later than within 30 days of submission, unless we agree on a longer period.
3. We will inform you about the complaint result in writing (by e-mail or post).
4. The expiration of the 30-day period is considered a substantial breach of contract, and the buyer has the right to withdraw from the purchase contract.

VIII. Damaged Shipment Complaint

If you find that the shipment is visibly damaged upon delivery:

1. Better not to accept the shipment if it has serious damage (broken packaging, visible liquid).
2. If you accept the shipment, immediately have a damage report drawn up with the carrier.
3. Photograph the damaged packaging and contents before unpacking.
4. Contact us within 2 business days and send the photos.
5. We will send a replacement shipment as soon as possible, or refund the money.

IX. Complaint Costs

1. For a justified complaint, the buyer is entitled to compensation for reasonable costs incurred in connection with the complaint (especially shipping when sending the claimed goods).
2. Keep the postal receipt or proof of shipping payment for cost reimbursement.
3. For an unjustified complaint, shipping costs are borne by the buyer.

X. Returning Claimed Goods

1. For smaller volumes (individual bottle, can), we prefer photo documentation without the need to send the goods — photos of the defect are sufficient for assessment.
2. For larger complaints or if returning goods is required, we will agree on the most suitable method (return by courier, personal handover).
3. Goods to be claimed should be complete and, if possible, in original packaging.

XI. Out-of-Court Dispute Resolution

If no agreement is reached, you have the right to contact the supervisory authority:

Consumers may also use the online dispute resolution platform (ODR) at ec.europa.eu/consumers/odr.

XII. Contact for Complaints