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Complaints about goods within the statutory period of 2 years

In our shop, it is more of a formal thing, because you drink coffee once or twice and the other products are high quality and fortunately we have a minimum of complaints, but of course manufacturing defects cannot be ruled out and we will not do much with them.

  1. Click here or above on "Complain the goods within the legal period of 2 years" , then follow the instructions, describe your problem and attach a photo of what you have a problem with.
  2. We will contact you to resolve the situation.

If we would like to send the goods back, please attach a complaint form to the shipment.

>> Complaint form - download here <<

Always send the goods to an address in Prague (not to the headquarters in Náchod!). Send by Czech Post as a Valuable Package , it will be cheaper than the To Hand Package.

GourmetKava sro
(Complaint)
Mánesova 49
12000 Prague

Returns within 14 days

Have you received the goods, but you no longer need it or do you really not like it? There is nothing you can do, but you can return it.

  1. Fill in the Withdrawal Form , which you will send back together with the goods . Please never send the goods back on delivery , in which case we will have to reject the goods and you would only lose postage. When returning the goods, you are no longer entitled to a refund of postage from you to us , but if you return a complete order, you are entitled to a refund of postage paid by you from us to you .
  2. Notify us of returning the goods using the button above "Returns within 14 days".

Please return the goods new and unused , if the returned goods are used or incomplete (ie, for example, without packaging), we can reduce the refunded price by the law and business conditions by the cost of restoring the item to its original condition. It is logical that you certainly would not want to buy goods after someone who used them before you.

>> Withdrawal form - download here <<

Always send the goods to an address in Prague (not to the headquarters in Náchod!). Send by Czech Post as underline; "> A valuable package, it is cheaper than a In-Hand Package.

GourmetKava sro
(returned goods)
Mánesova 49
12000 Prague

Did you recieved goods other than the one you ordered?

Did you miss something else? We apologize, even this can happen, we are just people :-( In any case, we will try to resolve the situation immediately in your favor.

>> Always first contact us immediately via the button "I recieved other goods than I ordered" and send us a photo of what you have encountered. You avoid unnecessary tasks or sending somewhere, etc. We solve a lot of things remotely via e-mail. <<

Broken goods during transport

Did you run out of broken goods? We're sorry about that. We try to pack the goods honestly, sticking warnings on the packages that they contain glass, but still it sometimes happens that the goods come to you broken. How to do it?

>> Always contact us immediately by email [email protected] and send us a photo of what happened to the goods. You avoid unnecessary tasks or sending somewhere, etc. We solve a lot of things remotely via e-mail. <<

Czech Post

  1. You have 48 hours (in working days) from delivery to the start of the complaint at the Czech Post. This means that you will go to the post office behind the postmaster with the goods, so there is no need to stand in any queue at the classic counters.
  2. The manager will write a complaint protocol with you, say everything according to the facts. At the end of the report, it is stated who will receive the insurance premium for the recognized complaint. Please indicate as the recipient of the sum insured "GourmetKava - D.Škoda, Mánesova 49, 12000 Prague" and payment in cash (ie cash on delivery). Why like this? Because that's the only way you don't have to deal with anything anymore and the post office will handle everything with us, ie we can send you new goods immediately and we don't have to wait 30 days before the complaint runs out, we will get the money and then we'll work it out.
  3. You will receive a complaint protocol from the manager. Send this complaint protocol to us by e-mail [email protected] .
  4. Based on the protocol received, we can send you new goods the next day.

GLS
Upon receipt, check the shipment if it shows signs of any problem, does not want to write a damage report, based on that report, the complaint procedure will continue to be resolved.

Zasilkovna
Upon receipt, check the shipment if it shows signs of any problem, does not want to write a damage report, based on that report, the complaint procedure will continue to be resolved.