Refunds & Claims

Our products are sold to entrepreneurs and legal entities (B2B). Rights from defective performance are therefore governed by the general provisions of Act No. 89/2012 Coll., the Czech Civil Code, applicable between entrepreneurs — not by the consumer-protection provisions.

This document is a commercial complaints procedure, not a consumer reklamační řád within the meaning of consumer-protection law.

The statutory 14-day right to withdraw from a distance contract without giving a reason does not apply to orders placed with us, for each of the following independent reasons:

• B2B purchase — the withdrawal right under § 1829 of the Czech Civil Code protects consumers only; our customers act within their business activity.
• Personalized goods — goods produced to the customer’s specification or personalized for the customer (branded boxes, printed cards and labels) are excluded from withdrawal by analogy with § 1837(d) of the Civil Code.
• Perishable goods — freshly roasted coffee and food items are goods subject to rapid decay or with a short shelf life, excluded by analogy with § 1837(e) of the Civil Code.
• Note for the reviewing lawyer: exact statutory references and wording to be verified before publication.

Inspect the goods immediately upon delivery. Report any defect (wrong contents, misprinted branding, quality issues) without undue delay, at the latest within 5 business days of delivery, by email to hello@koftera.co.

Please include: the order number, a description of the defect, the number of affected pieces and photographs of the defect and of the packaging. Photos let us resolve most claims within one business day without returning the goods.

Do not dispose of visibly defective goods or their packaging until the claim is resolved, unless food safety requires otherwise.

If the claim is justified, we will at our discretion and after consulting you: (a) replace the defective pieces with flawless ones as quickly as production allows, (b) provide a reasonable price reduction, or (c) refund the price of the defective pieces.

Replacement is our preferred remedy for time-sensitive gifting — tell us your deadline and we will prioritize accordingly.

Refunds are made to the bank account or payment method used for the original payment, within 14 days of resolving the claim.

Coffee is roasted to order and labelled with the roast date and a best-before date. A best-before date (minimální trvanlivost) is a quality indicator, not a safety limit — coffee consumed after it is safe but may lose aroma.

Store coffee and food items in a dry place at room temperature, away from direct sunlight and strong odours. Do not refrigerate coffee beans.

Natural variations in taste, crema or appearance of a fresh-roasted craft product are not defects. Chocolate may develop a harmless white bloom if exposed to temperature swings during storage by the customer; this is not a defect either.

If a shipment arrives with visibly damaged outer packaging, note the damage in the carrier’s delivery record (or refuse acceptance) and photograph the parcel before opening. This dramatically speeds up the carrier claim.

Report transit damage to us within 2 business days of delivery with photos of the outer packaging and the damaged contents. We handle the claim with the carrier ourselves — you deal only with us.

For confirmed transit damage we ship replacements at our cost as soon as possible.

A claim cannot be accepted for:

• Defects caused by improper storage or handling after delivery.
• Personalization errors present in materials or texts you approved in the final mockup (please check mockups carefully).
• Ordinary quality degradation of perishable goods after the best-before date.
• Differences from mockups within normal production tolerances (minor colour deviations between screen and print).

All claims are handled by email at hello@koftera.co. We confirm receipt of a claim within one business day and resolve claims within 30 days at the latest — in practice usually much faster.