Refund policy

Effective date: Upon publication and incorporation into applicable future orders. This policy describes statutory consumer withdrawal rights. It does not apply to business purchases made in the course of a trade or profession; such purchases are subject to separate B2B terms.

1. Your 14-day right of withdrawal

If you purchase online as a consumer, you may generally withdraw without giving any reason within 14 days after you, or a person you designate other than the carrier, take physical possession of the goods. Where a single order is delivered in multiple parcels, the period generally starts after you receive the final item or parcel. You may also notify withdrawal before the goods arrive. Statutory exceptions, if any, apply only where the law permits.

2. How to notify us

To withdraw, send us a clear statement of your decision within the relevant 14-day period. You can use the online withdrawal function available on our website, email hello@plantscraper.com, or another valid form of clear notification. You may use the optional model form at the end of this policy. You do not need to give a reason or wait for approval before validly exercising the legal right.

Please include your order number, contact details and items being returned so we can process your request efficiently. We will confirm receipt of a withdrawal submitted through the online withdrawal function on a durable medium as required.

3. Returning the goods

After notifying us, send the goods back without undue delay and no later than 14 days after the date of your withdrawal notice. This deadline is met if the goods are sent before it expires. Return address: PlantScraper, Roztylské sady 2998/11A, 141 00 Prague 4, Czech Republic.

For a change-of-mind withdrawal, you pay the direct cost of sending goods back. You may choose your own carrier or, where available, purchase a return-shipping label arranged by us at the price communicated before you buy it. We recommend a tracked service and retaining the shipping receipt and proof of dispatch. Tracking is a practical safeguard and is not an additional legal condition of withdrawal.

Our willingness to offer a return label or a voluntary extension does not automatically restart statutory deadlines. Any additional time granted in an individual case will be confirmed in writing. Please pack goods securely, particularly liquids, substrate bags and fragile acrylic components.

4. Condition of returned products

You may inspect goods to the extent necessary to establish their nature, characteristics and functioning, as you would reasonably be able to in a physical shop. If handling goes beyond what is necessary, you may be responsible for the resulting reduction in value. We assess any diminished value individually and explain any deduction; no flat restocking fee is charged solely for exercising withdrawal.

Original packaging is helpful but is not an absolute condition of withdrawal. Opening a package does not, by itself, remove the right to withdraw. However, used, contaminated, spilled, depleted or damaged products can have substantially diminished value. Any genuinely applicable statutory exception — for example, a lawfully exempt item clearly identified before sale — will be applied only if its legal conditions are satisfied.

5. Refund amount and deadline

We reimburse qualifying payments without undue delay and no later than 14 days after being informed of withdrawal. For a sale of goods, unless we have offered to collect them, we may withhold reimbursement until we receive the returned goods or evidence that they have been sent back, whichever occurs first. Once this condition is met, we process the refund without undue delay.

For withdrawal from the entire order, the refund includes the product price and the original standard delivery charge up to the cost of our least expensive available standard delivery method, as required by law. Additional expense for a premium delivery method chosen by the customer is not refundable. For lawful withdrawal of individual items only, original delivery-charge reimbursement is determined by applicable law and the circumstances. The customer bears the direct return shipping cost for change-of-mind returns.

Refunds are made using the same payment method used for the purchase, unless expressly agreed otherwise without additional charge to the consumer. We do not require store credit in place of a statutory refund.

6. Sets, bundles and complimentary gifts

If products were sold as a multipack or bundle, we assess any legally permitted partial return against the actual purchase arrangement and allocate the paid price fairly. We do not impose a punitive recalculation merely because a consumer exercises a valid legal right.

Where an advertised complimentary gift was expressly conditional on a minimum retained order value, and a partial withdrawal causes that condition to cease to be met, we may request return of the relevant complimentary gift as explained in the promotion, or account for its clearly disclosed value where legally permissible. This cannot override mandatory consumer rights.

7. Incorrect or defective products

This change-of-mind policy does not limit statutory remedies for incorrect, damaged or otherwise non-conforming goods. Where we are legally responsible for a defect, necessary and reasonable costs of putting matters right are borne by us. Please see our Complaints and Statutory Rights Policy.

8. No voluntary exchanges

We do not operate a voluntary exchange programme for changes of size, colour or preference. Where statutory withdrawal applies, you can return the relevant purchase in accordance with the rules above and place a separate order for the preferred item.

9. Model withdrawal form (optional)

To: Plant Coma s.r.o. (PlantScraper), Michelská 1594/9a, 141 00 Prague 4, Czech Republic; email: hello@plantscraper.com.

I hereby give notice that I withdraw from my contract of sale for the following goods: __________. Ordered on: __________. Received on: __________. Order number: __________. Name: __________. Address: __________. Date: __________. Signature (only if submitted on paper): __________.