Returns and faulty goods

Personalised orders and returns

For a hoodie personalised to your individual specifications, such as initials you provide or your own design, the statutory right to withdraw without giving a reason does not apply. We will confirm the specific instructions and this exception before the contract is concluded. Rights relating to faulty goods also apply to personalised orders.

If you buy a catalogue hoodie without personalisation as a consumer, you can withdraw from the contract within 14 days of receipt. Embroidering it after an order, or choosing a catalogue colour and size, does not in itself exclude this right. For a single order with items delivered separately, the period starts on receipt of the last item. You can also withdraw before delivery. You meet the deadline if you send the notice no later than the last day.

Write to embroidery.order8@gmail.com or send a clear notice to our address. Your first and last name, order number or another detail that lets us find the purchase, the goods being returned and your contact details will help. Using the template below is optional. You do not need our prior approval, registration or the original invoice to exercise this right.

Seller telephone: +421 940 628 899. For purchases, returns or complaints, please contact us primarily at embroidery.order8@gmail.com.

Where and when to send your hoodie

Send the goods back to us no later than 14 days after withdrawing. Address: BASS STATION s. r. o., Stará spišská cesta 2161/28, 040 01 Košice, Slovakia. Pack them so that they are not damaged in transit. We recommend a service that lets you prove dispatch.

For an ordinary withdrawal, you pay the direct cost of sending the goods back. For a complaint about faulty goods, the seller pays the necessary costs as required by law. Original packaging is not a condition of statutory withdrawal.

Try the hoodie on only to the extent needed to check its size, fit and material, as you would in a shop. Normal wear, washing or alterations may go beyond this. The withdrawal period does not mean you can use the hoodie for 14 days without responsibility for its condition.

We inspect the hoodie when it is returned. You are responsible for any proven loss in value caused by handling beyond what is necessary to try it on; we will explain the specific reason and amount of the claim. Wearing or damaging the hoodie does not in itself automatically remove your statutory right of withdrawal. We do not charge a flat return fee, and we will not unilaterally offset a claim for loss in value against your refund.

When we refund your payment

We will refund your payment within 14 days of receiving your withdrawal notice. For goods, we may wait until we receive them back or you provide evidence of dispatch, whichever happens first. This does not apply if we offered to collect the goods ourselves.

If you withdraw from the entire order, we also refund the original cost of the least expensive standard delivery method we offered. The extra cost of a more expensive delivery method you expressly chose is not refunded. For a partial withdrawal, we refund the corresponding amount without an additional fee.

We refund using the same method you used to pay, unless we agree on another method that is free of charge. You do not have to accept a voucher instead of money.

If your hoodie has a fault

We are responsible for faults that existed at delivery and become apparent within two years of delivery. After a fault is first remedied by repair, this period is extended by 12 months, once only regardless of any further repairs. We will tell you about this option before you choose repair or replacement.

Report the fault within two months of discovering it and no later than the end of the statutory liability period. Tell us which purchase it concerns and what is faulty; photos help but are not a condition of accepting your complaint. You can also submit a complaint in writing to our address.

We are not responsible for normal wear, proven mechanical damage after receipt, or damage caused by not following the care instructions. If a thread is pulled out, we assess whether the embroidery is faulty or whether the thread was snagged during use. Simply wearing the hoodie does not remove our obligations where the goods have a genuine fault. In our assessment, we respect the statutory rules on the burden of proof; rejecting a complaint on the grounds of damage during use must have a specific reason supported by evidence. When assessing a complaint, we may also use photos of the product taken before dispatch and after its return. Photographs support our assessment of the cause of damage.

You have the right to choose repair or replacement, unless your chosen remedy is impossible or disproportionately costly. In the cases set out by law, you have the right to a proportionate price reduction or withdrawal, for example if we do not remedy a fault, refuse to remedy it, or if it recurs or is serious. Withdrawal because of a fault is not possible for a minor fault; the seller must prove that it is minor.

The fault must be remedied free of charge, within a reasonable time and without significant inconvenience to you. You hand over the goods or make them available to us; we bear the collection costs for repair or replacement. You may claim necessary and reasonably incurred costs of exercising your rights as provided by law.

Acknowledging and handling your complaint

We will promptly give you written acknowledgement of the reported fault. We will state the deadline for remedying it, no more than 30 days after it was reported. A longer period is possible only for an objective reason beyond our control; we will explain the reason and deadline to you.

If we reject responsibility for the fault, we will give you the reasons in writing. This does not exclude independent expert evidence or other statutory options. If we disagree, you can ask for a remedy and use alternative dispute resolution.

Dispute procedure ↗

Your statutory rights if goods are faulty

Withdraw from the contract here

You can submit your notice through the online form, by email or by post. In the form, review your details before confirming submission of your withdrawal.

Model withdrawal notice

You do not have to use this template. Your own clear notice is also sufficient. A signature is needed only for a notice submitted on paper.

To: BASS STATION s. r. o., Stará spišská cesta 2161/28, 040 01 Košice, Slovakia; embroidery.order8@gmail.com

I/We hereby give notice that I/we withdraw from the contract for the following goods:
[description of goods]

Order number or another detail identifying the contract:
[...]
Date ordered/date received:
[...]
Consumer's/consumers' first and last name:
[...]
Consumer's/consumers' address:
[...]
Date:
[...]
Signature (only for a notice submitted on paper):
[...]

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