Complaints and returns

1. General Provisions
These terms and conditions are governed by Act No. 89/2012 Coll. (the Civil Code) and Act No. 634/1992 Coll. on Consumer Protection. They apply to purchases made in our online store via our website.

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2. Right to Withdraw from the Contract
As a consumer, you have the right to withdraw from the purchase contract without giving any reason within 14 days of receiving the goods.

How to withdraw: Send us a written notice by email to pece@until.cz. Then return the goods to us no later than 14 days from sending the withdrawal notice. The costs associated with returning the goods are borne by the customer. Goods can be returned through one of the drop-off points listed below.

Return options (drop-off points):
DPD – Prague 7, Holešovice, Jankovcova, reg. no. 163
PPL – Prague 7, Holešovice, Jankovcova, reg. no. 163
PPL – PBOX PRG Jankovcova (AC), Jankovcova 18a, 170 00 Prague 7
Zásilkovna – Prague 7, Holešovice, Jankovcova, reg. no. 163
Zásilkovna – Prague 7, Holešovice, Vrbenského 1640/41 (Liftor Store)

Return conditions:
· The goods must be unused, unopened, and in their original packaging
· Candles must not have been lit
· Diffusers must not have been opened or filled
· The goods must not show signs of wear

⚠ Notice: For legal reasons, custom-made goods cannot be returned (e.g. personalized candles with a custom inscription or scent).

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Packaging and identification of the shipment:
Please pack the goods carefully to prevent any damage during transport. Include the printed order confirmation in the package so we can process the return quickly.

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Refunds:
We will refund the purchase price within 14 days of receiving the returned goods, using the same payment method as the original payment.

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3. Complaints – Warranty Conditions
We provide the statutory warranty period of 24 months from the date of receipt on all goods.

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What can be claimed:
· A cracked or damaged glass container of a candle or diffuser
· A defective wick (e.g. it cannot be lit properly or burns unevenly)
· Overflow or leakage of the diffuser's fragrance filling caused by a manufacturing defect
· A scent that clearly does not match the product description
· Missing parts (lid, diffuser sticks, etc.)

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What cannot be claimed:
· Damage caused by improper use or storage (direct sunlight, humidity, overheating)
· The natural fading of the scent over time
· Aesthetic differences in the wax structure (crystallization, shrinkage) – this is a natural property of natural waxes
· Mechanical damage caused by the customer

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4. Complaint Procedure

1. Contact us by email at pece@until.cz

2. Describe the defect: state your order number, the product name, and a description of the problem

3. Attach photographs of the damaged goods

4. Send the goods to our address (after prior arrangement); in the case of a justified complaint, we cover the shipping costs

5. The complaint will be resolved no later than 30 days from the date it is filed

5. Method of Resolving a Complaint
In the case of a justified complaint, you are entitled to:
· a replacement of the goods with new, defect-free goods,
· a discount on the purchase price, or
· a refund of the full purchase price if a replacement is not possible.

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6. Out-of-Court Dispute Resolution
In the event of a dispute that cannot be resolved by agreement, you have the right to contact the Czech Trade Inspection Authority (ČOI) – www.coi.cz, which handles the out-of-court resolution of consumer disputes.

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7. Contact
Anderson Lab s.r.o.
Address: Uralská 689/7, 160 00 Prague
Email: pece@until.cz
Company ID (IČO): 23263253

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These terms and conditions are effective from 1 March 2026. We reserve the right to amend them.