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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 quite quickly 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 can not do much with it.

  1. Click to yellow button "Warranty claim", then follow the instructions, describe your problem and attach a photo or video of what you have a problem with.
  2. We will contact you to resolve the situation.

If we will agree that the claimed goods will need to be physically sent for claim and you choose our shipping via Packeta, you do not need to include anything in the package, becouse the shipping label you will receive from us, will have the claim case number on it.

If you would like to send the goods back on your own, please enclose Complaint form - download here with the parcel. Always send the goods to the address in Prague (not to the registered office in Náchod!). 

GourmetKava sro
(Complaint)
M√°nesova 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 we can do, but you can return it.

1. Click on the yellow button "Return", then follow the instructions.

2. Choose your shipping method. If you choose one of our carriers, which is likely to be the most cost-effective option for you, you do not need to include anything in the package - the shipping label, which we will create will have the return number on it. We will then deduct that shipping amount from your total refund.

3. If you choose to ship the package by yourself, please complete and attach >> Withdrawal form - download here <<. Always send the goods to the address in Prague (not to the registered office in Náchod!).

4. Please never send the goods back with "cash on delivery", in this case we will have to refuse the goods and you would only lose the shipping costs. When returning goods, you are not entitled to a refund of the postage from you to us, but if you are returning a complete order, you are entitled to a refund of the postage you originally paid from us to you.

5. Please return the goods new and unused, also please return them clean, dry and in their packaging. If the returned goods are used or incomplete (i.e. without packaging, for example), we may, in accordance with the law and our terms and conditions, reduce the refund price by the cost of restoring the item to its original condition. It's logical surely you wouldn't want to buy goods from someone who used them before you.

GourmetKava sro
(returned goods)
M√°nesova 49
12000 Prague

Did you recieved different goods than you ordered?

Did you got 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 contact us immediately via the yellow button "I got different goods than I ordered" and follow the instructions. Attach a photos of what you got, a photo of the shipping packaging will also help. You will avoid unnecessary actions or sending somewhere etc. We will check the situation first, then get back to you with a solution.

Broken goods during transport

Did you got the 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, preferably via the yellow button "Broken gods during transport". You will avoid unnecessary actions or sending somewhere etc. Please attach photos directly. If you have one, also attach the damage report from the carrier.

Please note that we can generally file a claim with the carrier within a few days after receiving the shipment (it depends on the carrier, but the time limits are very short). Carriers will require  thorough photo documentation of the product, packaging, the filling materials, all labels, etc. Therefore, it is necessary to check the package immediately after receiving.

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.҆koda, M√°nesova 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.