Returns and complaints
Your chosen material is not quite right, or you have found a fault? Choose your situation below to see what to do.
I would like to return an item
For consumer purchases, you can generally withdraw without giving a reason within 14 days of receiving the goods.
My item is faulty
Tell us what happened. Photos of the item and packaging, where available, help us assess the issue.
Where to send your parcel
Send parcels to our showroom address below. Please do not use the registered office address on the invoice or a parcel collection point.
PROSTOR, spol. s r.o.Drážní 1182/5
627 00 Brno
Czech Republic
Returning items
Withdrawing from an online consumer purchase.
How do I tell you I want to return an item?
Send us a clear withdrawal notice within 14 days of receiving the goods, for example by email to kreativni@prostor.cz. Include your order number and the items you are returning. Our terms also describe an online order-management option: enter your order number and email to receive a link. If it is not available in your language, simply email us. You do not have to use a particular withdrawal form.
When should I send the goods back?
Send the goods without undue delay and no later than 14 days after notifying us of withdrawal. Pack them securely and include the delivery note, or your order number and contact details, so we can identify the return. Keep proof of posting.
What condition should the goods be in?
Handle the goods only as needed to establish their nature, characteristics and functioning. Include the label and original packaging if available; their absence alone does not remove your right to withdraw. You may be responsible for diminished value caused by handling beyond this necessary inspection. Statutory exceptions are described in our terms and conditions.
Who pays postage and when will I be refunded?
You pay ordinary return shipping. We refund within 14 days of your withdrawal notice, but may withhold the refund until we receive the goods or evidence of dispatch, whichever is earlier. We use the original payment method unless agreed otherwise. For a cash-on-delivery payment, provide your bank details. When withdrawing from the whole order, we also refund the original delivery cost up to the least expensive standard delivery offered; personal collection is not counted as a delivery method for this purpose.
Faulty or damaged items
Help with faults and damage during delivery.
How do I report a faulty item?
Email us or message WhatsApp +420 607 552 687. Include your order details, a description of the fault, when it appeared and your requested remedy. Attach photos if possible. We will acknowledge the complaint and explain the next steps, including returning the item for assessment if needed. Photos help but are not a condition for accepting a complaint.
The parcel or contents arrived damaged. What should I do?
Check the packaging on receipt where possible. You may refuse a visibly badly damaged parcel. Photograph the damage and ask the carrier for a damage report; send us a copy if you have one. Keep the packaging and protective materials until resolved. If you discover damage only after unpacking or have no carrier report, still contact us — this does not remove your rights against us.
How long does it take, and who pays the costs?
We handle consumer complaints and notify you of the outcome without undue delay, within 30 days of submission unless we agree a longer period. Please provide the cooperation needed to assess the goods. For a justified complaint, you are entitled to reimbursement of reasonable, necessary costs, such as appropriate postage. Keep your receipts.
What remedy can I expect?
Depending on the fault and legal conditions, remedies include repair or replacement and, where applicable, a proportionate price reduction or withdrawal from the contract. See the complaints procedure in our terms and conditions.
This overview covers consumer purchases. Details, statutory exceptions and the complaints procedure are in our terms and conditions. It does not restrict your statutory rights, including mandatory consumer protection under the law of your country of habitual residence.
Need a hand?
Email us your order number and briefly describe what you need help with.