Return policy

1. Important Provisions

Complaints about transportation are accepted on the condition that the sender properly packs their shipment in accordance with the General Terms and Conditions for packaging shipments. If the packaging is inadequate, we reserve the right to refuse transportation or the opportunity to file a complaint. We recommend following the instructions on How to Properly Pack a Parcel.

Shipments labeled as "Fragile" are handled by carriers with exceptional care, but this does not increase their liability for any potential damage. The sender must pack this shipment to ensure the safe transport of the package contents in accordance with the shipping terms. The used packaging must correspond to the content of the shipment. If the packaging is undamaged upon receipt but the internal packing of the shipment was insufficient, no compensation for damage can be requested. Shipments packaged only in foil or plastic cannot be complained about in case of damage. Compensation for damage is not possible for damage to enameled or lacquered surfaces. Carriers are not liable for damage to shipments with fragile content if there was no damage to the packaging, even if there was partial damage to the shipment's contents (e.g., spillage of part of the content). Carriers are only liable for direct damage and do not cover any consequential damages. Liability for damage does not extend to "lost profit." In the case of gross violations of the terms and conditions, such as sending prohibited items or inadequate packaging resulting in damage to other shipments or the Provider's or Carrier's property, the Provider reserves the right to claim compensation for the incurred damage from the Orderer, sender, or customer. Delayed pickup or delivery of the shipment cannot be complained about. Transport complaints are not possible if the recipient refuses to accept the shipment or due to their absence at the delivery address.

2. Complaint Process

The complaint process is based on the General Terms and Conditions of simpleship.cz service. The transportation complaint can be filed exclusively by the Orderer (the ordering party and payer for transportation) via email – [email protected]. After reporting a written complaint, we will confirm its receipt and request the necessary documents needed to process it. We will send the result of the complaint to your email address. Obvious damage to the package or the shipment must be reported no later than at the time of the shipment's delivery. A Damage Report must be completed on the carrier's form, detailing the extent of the damage or partial loss of the shipment's contents. Failure to report a claim for compensation for concealed damage, not visible at the time of delivery, within 3 working days after the delivery of the parcel to the recipient forfeits the right to compensation for damage. If you request compensation for a lost shipment, you are obliged to inform the Provider no later than 10 calendar days from the expected delivery date according to the currently valid tariffs. Other complaints are subject to a limitation period of 30 days. Complaints for which complete documentation is not received within 10 working days of filing will be closed, and they cannot be reopened. Complaints with the carrier will be resolved as soon as possible, but no later than 30 days from the receipt of all necessary documents. If the basis for determining the value of the damaged or missing content of the shipment is an invoice in a foreign currency, the amount on the invoice will be recalculated according to the exchange rate set by the Czech National Bank valid on the first working day of the given month when the shipment was handed over for transport.

3. Documents Required for Complaints
1. Damaged or Partially Lost Shipment
• Completed Claim for Compensation form, provided by Customer Support.
• Proof of the shipped shipment (invoice, delivery note) indicating damaged items and their quantity.
• Proof of purchase price (purchase invoice, optionally a sworn statement with the quantification of production or purchase costs) without profit margin and without VAT; in case of damage, also costs for repair or quantified discount from the selling price.
• Photos of the used packaging, internal packing, damaged content, and label.
• Copy of the Damage Report, if prepared, confirming external damage upon delivery.
• Assessment from a service center or other person who repaired the shipment after the damage event or if the circumstances of the case require it.
2. Lost Shipment
• Completed Claim for Compensation form, provided by Customer Support.
• Proof of the shipped shipment (invoice, delivery note).
• Proof of purchase price (purchase invoice, optionally a sworn statement with the quantification of production or purchase costs) without profit margin and without VAT.
• In case the shipment did not enter the Carrier's system - copy of the Courier's Acknowledgement of Receipt issued.
• In case of delivery to the wrong address or non-delivery - a sworn statement from the Shipment Recipient confirming non-receipt of the shipment with their signature; the sworn statement must contain the details of the Shipment Recipient (name, surname, delivery address) and the shipment number that was not delivered.
4. Accepted Complaints

If the complaint is accepted, the Provider will issue an invoice for damages at the recognized complaint value. The Orderer (Orderer) is the sole owner of the shipment, and any compensation is directed to their bank account; the Provider is responsible solely to the Orderer for handling complaints. In case of an acknowledged complaint without delivery of the purchase price document, the Carrier compensates a maximum of 80% of the sale value of the goods without VAT.

If you are a VAT payer business:

• Damaged shipment - paid compensation for a damaged shipment is subject to taxation under the value-added tax law, as there has been a taxable supply. In case of damage, the amount is assessed including VAT and must be documented by an invoice from an authorized service, repair, etc.
• Lost shipment - paid compensation for a lost shipment is not subject to taxation under the value-added tax law. There was no delivery of goods, and therefore no taxable supply occurred; invoicing for compensation will be without VAT (0% VAT).