Refund policy

Returns and complaints about defects

This information applies to consumers shopping online with Antique City s.r.o., company identification number (IČO) 23404850. Registered office: náměstí 14. října 1307/2, Smíchov, 150 00 Praha 5. For returns and complaints about defects, please use our business premises: Antique City s.r.o., Arbesovo náměstí 314/10, 150 00 Praha 5, Czech Republic. Email: antique-city@antique-city.com, telephone +420 777 655 469.

1. Withdrawal from an online purchase within 14 days

As a consumer, you may withdraw from the purchase contract without giving a reason within 14 days of receipt of the goods by you or a person designated by you other than the carrier. Where a single order is delivered in separate parts, the period begins upon receipt of the last item or part. You may also withdraw before delivery. It is sufficient to send us an unambiguous notice within the deadline, for example by email or letter; you may also use the form below, but this is not mandatory. The age of the goods, their description as an antique, or in-person collection of an online order does not in itself exclude this right.

Send or hand the goods back without undue delay, no later than 14 days after withdrawal, to the business premises address given above. Our prior approval of a return is not a condition for withdrawal. Please pack the item safely, taking its fragility into account; the original packaging is not required.

2. Costs and refunds

The consumer bears the direct costs of returning goods by ordinary shipping following withdrawal. For goods which, by their nature, cannot normally be returned by post, the consumer bears the costs only if they were properly informed of the amount or an estimate before the contract was concluded; otherwise, the consumer does not bear them. Contact us for practical arrangements for transporting a large or fragile item. This rule does not limit reimbursement of reasonably incurred costs relating to a justified complaint about defects.

Within 14 days of notification of withdrawal, we will refund the payments received, including the cost of the least expensive standard delivery method we offered for that order. In-person collection is not considered a delivery method for this purpose. We may withhold the refund until we receive the goods or evidence that they have been sent back, whichever occurs first. We will refund you using the same means of payment unless a different method without additional costs has been expressly agreed with you.

You are liable only for diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning. We do not charge a flat return or restocking fee.

3. Liability for defects and complaints

We are responsible for ensuring that the goods comply with the contract and statutory requirements upon receipt. A consumer may report a defect that becomes apparent within two years of receipt. If a defect becomes apparent within the first year, it is presumed to have existed upon receipt unless this is incompatible with the nature of the goods or the defect. These terms do not shorten this period for used goods. Wear corresponding to previous use is not considered a defect; this does not exclude rights relating to undisclosed or hidden defects.

Submit your complaint using the email address or business premises address stated above; this does not affect your right to submit it also at the registered office or another place provided for by law. Include a description of the defect, your requested remedy and information allowing us to identify the purchase. An order number and photographs can help, but they are not the only acceptable evidence. We do not require the original packaging or exclusively the original receipt.

You may request repair or replacement unless the chosen remedy is impossible or disproportionately costly compared with the other remedy. Replacement may not be possible for unique items. Subject to the conditions laid down by law, you are entitled to an appropriate price reduction or withdrawal, particularly if we fail to remedy the defect, it recurs, it is serious, or a remedy cannot be provided within a reasonable time without significant inconvenience. You cannot withdraw for a minor defect.

We will issue written confirmation that the complaint has been submitted and of its resolution, or written reasons for its rejection. We will resolve the complaint, including remedying the defect and informing you of the outcome, within 30 days at the latest, unless a longer period is agreed in the individual case. If the deadline expires without resolution, you may withdraw or request an appropriate price reduction. For a justified complaint, you are entitled to reimbursement of reasonably incurred costs. For goods that are difficult to transport, please agree an appropriate assessment procedure with us; we do not automatically require costly transport at your expense.

4. Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract. Use of the form is not mandatory.

To: Antique City s.r.o., Arbesovo náměstí 314/10, 150 00 Praha 5, Czech Republic; antique-city@antique-city.com

I hereby give notice that I withdraw from the purchase contract for the following goods:
Description of goods:
Order number (if available):
Date of order / date of receipt:
Consumer's first name and surname:
Consumer's address:
Email for confirmation:
Date:
Consumer's signature (only if submitted on paper):

5. Out-of-court dispute resolution

If a dispute cannot be resolved directly with us, the consumer may contact the Czech Trade Inspection Authority (Česká obchodní inspekce), Central Inspectorate – ADR Department, Gorazdova 1969/24, 120 00 Praha 2, email adr@coi.gov.cz. Information and application: coi.gov.cz/informace-o-adr/. An application may be submitted no later than one year from the date on which you first asserted your right with us.

These terms are effective from 9 September 2026. They do not limit consumers' statutory rights.