Exchanges & Returns
Our customers have the option to return ordered goods within 14 days from the date of receipt of the shipment without giving any reason.
Return procedure
- Fill in the return form you received with your order. Need a new document? You can download it here.
- Prepare the shipment. Please place the unused goods preferably in the original box together with the invoice and the completed return form, pack the shipment carefully.
- Select the method of return:
Zásilkovna
- Wrap the items and the completed return form in the box. Then, take the package to any of the dispatch points of Zásilkovna. Tell the dispatch point employee the code 95982818. Don't forget to ask for a confirmation of dispatch.
- You can track your shipment on the carrier's website.
In-store return
- Wrap the items in their original packaging and place them in the box along with the completed return form.
- Have your order number and invoice ready.
- Take the parcel to our Design Shop at: Kunsthalle Praha, Klárov 5, Praha 1, 118 00
International returns
- Wrap the items in their original packaging and place them in the box along with the completed return form.
- Place the return shipping label (received as part of your order or electronically via email) on the box.
- Then, take the package to any of the DHL ServicePoints.
- Do not forget to ask for a confirmation of dispatch.
Return of goods at your own expense
- If you are not satisfied with any of the suggested return methods, you may return the products to us at your own expense.
- Goods must not be sent COD, such shipment cannot be accepted by us.
- Send the parcel to: Kunsthalle Praha Design Shop, U Bruských kasáren 132/3, Praha 1, 118 00
- We will send the money back to your account within 14 days.
Terms of return
- Goods must be returned within 14 days of receipt.
- Goods must be unused and resalable.
- Goods must be packed in their original packaging, which must not be deteriorated.
- Goods must not be sent COD, such shipment cannot be accepted by us.
Complaint procedure
Before filing a complaint, review the condition of the product to ensure that the defect was not caused by misuse or improper care. If the product has a defect (which may be caused not only by a manufacturing defect but also by specific use), follow the instructions below.
Fill in the complaint form:
- a) customer data and product-related information
b) order number
c) reason for the complaint
d) description of the goods you are complaining about
e) method of settlement of an approved complaint - proposed methods:
- exchange for new goods
- reimbursement of funds
- repair of claimed goods - Please send the form including photo documentation of the damaged goods (photos of the whole product and the defect) to the following email address: designshop@kunsthallepraha.org.
You will be informed via e-mail about the acceptance of the complaint and its resolution.
- The validity of your complaint will be assessed on the basis of the documents you have sent and you will be informed of the resolution of your claim by our complaints department via email.
- If we can determine from the photographs that your complaint is justified, we will get back to you as soon as possible and work with you to find a solution that works best for you.
- If we are unable to resolve the complaint based on the photographs, we will ask you to send the item back to us at your own expense. If the complaint is accepted, you are entitled to a refund of the postage costs. Please note that the goods to be returned must be sent clean and free of any mechanical damages. If the complaint is justified, we will try to repair or replace the goods. If this is not possible, we will use one of the options provided for by law (refund, price reduction, etc.). The replacement product will be sent to you via courier. In the event of a refund, the amount will be refunded to the account number specified in the complaint form. The complaint will be settled within 30 days from the date of shipment delivery to us.
Address for sending goods for the complaint procedure:
Kunsthalle Praha, U Bruských kasáren 132/3, Praha 1 – Malá Strana, 118 00
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