Refund policy

Returns & refunds

If an item you ordered through Concierge Buy CZ is not right, let us know within the return window offered by the original seller. We will arrange the return with the seller on your behalf and manage the correspondence.

Once the seller accepts the return and refunds the purchase, we refund the product cost to you using your original payment method.

Buyer protection against scams and problem sellers

Because you pay Concierge Buy CZ and not the third-party website, you are shielded from fraudulent or unreliable shops. If a seller turns out to be a scam, sends the wrong or counterfeit item, delivers a damaged product, or fails to deliver at all, we take on the dispute with the seller on your behalf and refund you the product cost. Please report any such issue promptly and, where possible, include photos so we can act quickly.

Please note that some sellers do not accept returns on certain items (for example personalised, hygiene or final-sale products), and return shipping costs, where charged by the seller, are passed on at cost. Our service fee covers the work we perform on your order. If we are unable to purchase an item after you have paid, you receive a full refund.

Your statutory rights

Nothing in this policy limits the rights you have as a consumer under Czech law. If you are a consumer, you may withdraw from the contract for our service within 14 days of concluding it (Section 1829 of the Civil Code); if you ask us to make the purchase immediately and the service has been fully performed, the withdrawal right for the service expires (Section 1837(a)). Complaints are settled within 30 days at the latest. You may also contact the Czech Trade Inspection Authority (www.coi.cz) or use the EU online dispute resolution platform (ec.europa.eu/consumers/odr).

Questions about a specific order? Write to [email protected] or contact us through our Contact page.